Nortel Networks DMS/MSL-100 manual ICM applications using LinkPlexer 1.2 optional

April 2004 Gettingstarted

ELAN

The embedded LAN (ELAN) is a dedicated Ethernet TCP/IP LAN connecting the Symposium Call Center Server and the switch. The ELAN must be a private isolated network that is dedicated to the switch and to the call center. The ELAN must not have a physical or logical connection with the customer network. This eliminates the potential impact of caller network traffic on call processing.

Front-end IVR system (optional)

The switch can direct calls to an optional third-party Interactive Voice Response (IVR) system. This system plays voice prompts to callers and collects their responses. After the calls receive IVR treatment, the IVR system delivers the responses for the calls to Symposium Call Center Server. The server then gains control of the calls.

Third-party applications (optional)

Optional third-party applications provide the following functionality to Symposium Call Center Server:

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the ability to exchange data with the server, using Host Data Exchange (HDX)

the ability to receive real-time updates from the server, using the real-Time API (RTI)

the ability to receive real-time updates from the server, using the Real-Time Statistical Multicast stream (RSM)

the ability to access configuration and statistical data in the Symposium Call Center Server database, using Open Database Connectivity (ODBC) database drivers

the ability to trigger screen pops for inbound triggers, using Meridian Link

ICM applications using LinkPlexer 1.2 (optional)

LinkPlexer 1.2 is a Windows 2000 application that acts as a proxy to enable multiple ICM applications to share the same session and DMS/MSL-100 resources. LinkPlexer 1.2 allows applications to share a DN (Directory Number) association between different eBusiness applications. LinkPlexer 1.2 is necessary for systems where

Symposium and DMS/MSL-100 Switch Guide 17