Nortel TAPI Dimensiones

Product Bulletin

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Number: 2002- 046

Date: March 2002

Notice of forthcoming Service Update 1 for TAPI SP

2.3 for the Meridian 1

Statement of TAPI SP server provisioning in relation

to SAPphone* server

Introduction

This bulletin is being issued to give notification of the forthcoming Service Update 1

for TAPI SP 2.3 for the Meridian 1. One item of new functionality for the Service

Update is compatibility with SAPphone*, the softphone interface to mySAP*

customer relationship management (mySAP™ CRM) solutions.

This bulletin states the Nortel Networks position for server provisioning for the

Service Update 1 for TAPI SP 2.3 for the Meridian 1.

SAP* Interface Certification

Nortel Networks*, a leader in customer contact and Interactive Voice Response

(IVR) solutions, has achieved Symposium* TAPI Service Provider (SP) interface

certification to enable the interaction of its computer telephony integration (CTI)

solutions with SAPphone* based on mySAP.com* desktop applications.

This compatibility is achieved between Nortel Networks Symposium TAPI SP CTI

middleware and SAPphone*, the softphone interface to mySAP* customer

relationship management (mySAP™ CRM) solutions with the Service Update 1 for

TAPI SP 2.3 from Nortel Networks contact center solutions. This integration will

allow call center agents to perform incoming and outgoing telephony activities from

their client PCs running mySAP CRM Customer Interaction Center for increased

productivity.

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The SAPphone-based integration enables the ability to screen pop customer data

based on information collected by an IVR system connected to the Meridian* 1* and

Symposium* Call Center Server. Nortel Networks Service Update 1 for TAPI SP 2.3

for the Meridian 1 provides fast deployment with out-of-the-box integration with the

mySAP CRM Customer Interaction Center desktop without the need for complex

configuration or custom development assuring timely deployment without business

disruption.

Engineering Guidelines – TAPI SP Server provisioning

The engineering guidelines to be issued with Service Update 1 for TAPI SP 2.3 for

the Meridian 1 will state the server engineering guidelines for deployment of the

TAPI SP product. The TAPI SP product must be deployed on a server meeting the

requirements of these guidelines in order to operate to design specification and

meet the support requirements of Nortel Networks.

TAPI SP and SAPphone* server application co-residency engineering assessment

and validation has not been conducted. The potential interaction effects of the two

applications, and the potential impact upon server engineering resources, such as

CPU and memory load is not known at this time.

Nortel Networks therefore do not recommend and are unable to support co-

residency of the SAPphone* server application with Service Update 1 of the

TAPI SP 2.3 for the Meridian 1.

Provisioning of the SAPhone* server application should follow the

recommendations of mySAP™ CRM solutions.

Refer to the following SAP* Bulletins OSS 501643 and OSS 458628 for further

information.

* Nortel Networks, the Nortel Networks logo, the Globemark, Symposium, Meridian and

Meridian 1 are trademarks of Nortel Networks. SAP, mySAP, mySAP.com, and SAPphone are

trademarks of SAP AG.

For further information please contact your Nortel Networks representative.

Issued

By: Martin Walker

Product Manager CTI

Nortel Networks

Mervue Business Park, Galway, Ireland.

Tel: +353 91 732706

E-Mail: mtwalker@nortelnetworks.com

END OF DOCUMENT

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