CTI Programming with PeriProducer 3.0 and PERIipml for the Nortel MPS Platforms
This 3 day course is intended for the PeriProducer Application Developer who has already taken the first PeriProducer Programming course and is now working with Nortel CTI Server software, PERIipml and Symposium Call Center Server SCCS.
Students will write PeriProducer applications using the following CTI functionality retrieving ANI and DNIS, Give IVR with Treatment, Host Data Exchange (HDX), Real-Time Statistics Multicast (RSM), Screen Pop, and queuing to agent skillsets.
This course includes the following topics:
System Reports:
- Explanation of how CTI works in the MPS environment and the role of each component: MPS, IPML, SCCS and the Nortel Meridian1 PBX
- Introduction to the Symposium Server and its call control scripts
- Real-Time Statistics Multicast (RSM) – viewing on the Symposium and how to retrieve and speak caller's expected wait time from the PeriProducer application
- 'Give IVR' Scripting command to allow callers to maintain their position in the agent queue while using the IVR for self-service
- Retrieving 'Treatment' in the PeriProducer application as assigned by the Symposium
- Viewing agent skillsets in Symposium and queuing to skillsets from PeriProducer
- Attaching information to the call using CTI for screen pops on the agent desktops
- CTI telephony transfers
- Host Data Exchange (HDX) for sending information to the IVR and retrieving information from the IVR into Symposium
- Error handling and CTI timers in the PeriProducer application
- Vshell status commands
- Software processes and configuration files associated with CTI
Duration: 3 days (the final day will not end early, please plan accordingly)
Prerequisites: PeriProducer programming experience