Appendix C: Report examples - Symposium. Call Center Server. Feature Document. Set your foundat

Agent By Application Performance

Site Name: BRAMPTON

Table Names: wAgentByApplicationStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 29 June, 2003

Answered Talk Time

Average

Processing Time Post Call

51 00:23:08 00:00:27 00:13:55

Talk Time

GRAND TOTAL

Application: Client_Inquiries_script

00:00:27 00:13:55

00:23:08 Summary: 51

Agent Name & ID: Charla Smith - 2345

00:01:11 00:00:18 00:00:04

4 Summary:

2 00:00:20 00:00:10 00:00:00

06/02/2003

2 00:00:51 00:00:26 00:00:04

06/23/2003

4 00:01:11 00:00:18 00:00:04

Agent

Agent Name & ID: Laura Holt - 3258

00:02:28 00:00:13 00:00:00

11 Summary:

6 00:00:58 00:00:10 00:00:00

06/09/2003

5 00:01:30 00:00:18 00:00:00

06/23/2003

11 00:02:28 00:00:13 00:00:00

Agent

Agent Name & ID: David Palmer - 331084

00:11:21 00:00:26 00:13:46

26 Summary:

26 00:11:21 00:00:26 00:13:46

06/02/2003

26 00:11:21 00:00:26 00:13:46

Agent

Agent Name & ID: Tom Jones - 3332050

00:05:16 00:01:45 00:00:00

3 Summary:

3 00:05:16 00:01:45 00:00:00

06/23/2003

3 00:05:16 00:01:45 00:00:00

Agent

Agent Name & ID: Agent 2 Symposium - 5023

00:02:52 00:00:25 00:00:05

7 Summary:

7 00:02:52 00:00:25 00:00:05

06/02/2003

7 00:02:52 00:00:25 00:00:05

Agent

51 00:23:08 00:00:27 00:13:55

Application

51 00:23:08 00:00:27 00:13:55

GRAND TOTAL

Printed By: Kevin 03/07/2003 1:18:09 PM Page 1 of 1

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT16.RPT

Agent By Skillset Performance

Site Name: BRAMPTON Table Name: wAgentBySkillsetStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 08 June, 2003

Answered Answered

Short Calls

Proces. Time Post Call

TalkTime Talk Time

Average

Work Time Skillset

45 5 03:08:29 00:16:24 00:00:22 03:24:53

GRAND TOTAL Agent Name and ID

Skillset: Customer_Service_Eng

00:01:51

10 1 02:54:38 00:00:11 02:56:29

Summary:

Tom Wilson - 3258

00:00:00 00:00:00 00:00:00 00:00:00

Tom Wilson - 3258

02:54:52 00:00:07

00:00:14 02:54:38

2 0

Jane Murdoc - 5023

00:01:37 00:00:12

00:01:37 00:00:00

8 1

Connie Malay - 331084

02:54:38 00:01:51 00:00:11 02:56:29

1 10

Weekly 02/06/2003

10 1 02:54:38 00:01:51 00:00:11 02:56:29

Skillset

Skillset: Client_Inquiries

00:14:33

35 4 00:13:51 00:00:25 00:28:24

Summary:

Don Powell - 1595

00:00:00 00:00:00

0 0

Tom Wilson - 3258

00:00:00 00:00:00

0 0

Donna King - 31597

00:00:00 00:00:00 00:00:00 00:00:00

Don Powell - 1595

00:00:00 00:00:00

0 0

Tom Wilson - 3258

00:00:00 00:00:00

0 0

Donna King - 31597

00:00:20 00:00:10

00:00:20 00:00:00

2 0

Julie Henry - 2345

00:25:07 00:00:26

00:11:21 00:13:46

26 4

Connie Malay - 331084

00:02:57 00:00:25

00:02:52 00:00:05

7 0

Jane Murdoc - 5023

00:13:51 00:14:33 00:00:25 00:28:24

4 35

Weekly 02/06/2003

35 4 00:13:51 00:14:33 00:00:25 00:28:24

Skillset

45 5 03:08:29 00:16:24 00:00:22 03:24:53

GRAND TOTAL

Printed By: Kevin 03/07/2003 3:12:40 PM Page 1 of 1

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT14.RPT

Agent Average Calls Per Hour

Site Name: BRAMPTON

Table Name: mAgentPerformanceStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 01 July, 2003

Average Answered

Average Talk Time Average Not Ready Time

0.04 00:00:01 00:22:25

GRAND TOTAL per Hour

Agent Name & ID: Jane Malay - 2345

0.01 00:00:00 00:00:01

Summary:

0.01 00:00:00 00:00:01

06 01/2003

0.01 00:00:00 00:00:01

Agent

Agent Name & ID: Tom Wilson - 3258

0.02 00:00:00 00:00:00

Summary:

0.02 00:00:00 00:00:00

06 01/2003

0.02 00:00:00 00:00:00

Agent

Agent Name & ID: David O’Neil - 331084

2.44 00:00:56 00:01:57

Summary:

2.44 00:00:56 00:01:57

06 01/2003

2.44 00:00:56 00:01:57

Agent

Agent Name & ID: Jack Carter - 5023

0.02 00:00:00 00:59:11

Summary:

0.02 00:00:00 00:59:11

06 01/2003

0.02 00:00:00 00:59:11

Agent

0.04 00:00:01 00:22:25

GRAND TOTAL

Printed By: Kevin 03/07/2003 1:33:46 PM Page 1 of 1

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-AGT9.RPT

Agent Short Calls

Site Name: BRAMPTON

Table Name: wAgentPerformanceStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 29 June, 2003

Short Calls

Answered Answered Conferenced Transferred To Queue

Returned Reserved For Call

ACD/NACD Answered

Returned to Q Due to Timeout

Total Answered

Total Conferenced

Total Transferred

GRAND TOTAL

5 38 0 0 0 0 0 1 38 0 0

Skillset Skillset Skillset

Supervisor Name & ID: Kevin Monaghan - 31084

38 0

5 38 0 0 0 0 1 0 0

Summary:

Agent Name & ID: Jane Malay - 331084

34 0 0

5 0 0 0 1 34 0 0

Summary:

5 0 0 0 0 0 1 34 0 0

06/02/2003

0 0 0 0 0 0 0 0 0 0

06/09/2003

0 0 0 0 0 0 0 0 0 0

06/23/2003

5 34 0 0 0 1 34

Agent 0 0 0 0

Agent Name & ID: Jack Carter - 3332050

4 0 0

0 0 0 0 0 4 0 0

Summary:

0 0 0 0 0 0 0 4 0 0

06/23/2003

0 4 0 0 0 0 4

Agent 0 0 0 0

5 38 0 0 0 1 38

Supervisor 0 0 0 0

5 38 0 0 0 1 38

GRAND TOTAL

0 0 0 0

Printed By: Kevin 03/07/2003 1:34:51 PM Page 1 of 1

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT8.RPT

Agent Performance by Supervisor

Site Name: BRAMPTON

Table Name: wAgentPerformanceStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 08 June, 2003

ACD/

NACD Answd

Answered Confd Out Answered

Confd Short Calls

Transfd Out Transfd Resrvd

For Call Rtn To Que Timeout

Que due Rtn to

In Time Logged

Time Ready Not

Break Time

Resrvd Time

Ring Time

Walkaway Time Talk Time

NACD ACD/

Talk Time

Waiting Time

GRAND TOTAL

45 0 5 0 0 2 168:51:40 60:45:20 00:00:00 00:00:00 00:03:11 00:00:00 00:16:24 106:40:17

N/W

Answd Time

N/W

0 0 0 0 0 00:00:00 00:00:00

Skillset Skillset

Skillset

Supervisor Name & ID: Kevin Monaghan - 31084

168:51:40 60:45:20 00:00:00 00:00:00 00:03:11 00:00:00 00:00:00 00:16:24 106:40:17

45 0 0 0 0 5 0 0 0 0 2 00:00:00

Agent Name & ID: Tom Wilson - 2345

2 0 0 0 0 0 99:19:49 00:00:03 00:00:00 00:00:00 00:00:06 00:00:00 00:00:00 00:00:20 98:13:47

Not Ready Time: 00:00:02 ACD/NACD Talk Time: 00:00:00 Skillset Talk Time: 00:00:10

Time Averages

00:00:00

0 0

0 0 0

2 0 0 0 0 0 99:19:49 00:00:03 00:00:00 00:00:00 00:00:06 00:00:00 00:00:00 00:00:20 98:13:47

Time Averages

Not Ready Time: 00:00:02 ACD/NACD Talk Time: 00:00:00 Skillset Talk Time: 00:00:10

00:00:00 0

0 0 0

06/02/2003

2 0 0 0 0 0 99:19:49 00:00:03 00:00:00 00:00:00 00:00:06 00:00:00 00:00:00 00:00:20 98:13:47

Agent 0 0 0 0 0 00:00:00

Agent Name & ID: Anna Nordstrom - 331084

34 0 5 0 0 1 05:49:50 00:26:47 00:00:00 00:00:00 00:02:38 00:00:00 00:00:00 00:12:58 05:06:33

Not Ready Time: 00:00:47 ACD/NACD Talk Time: 00:00:00 Skillset Talk Time: 00:00:23

Time Averages

00:00:00

0 0

0 0 0

34 0 5 0 0 1 05:49:50 00:26:47 00:00:00 00:00:00 00:02:38 00:00:00 00:00:00 00:12:58 05:06:33

Time Averages

Not Ready Time: 00:00:47 ACD/NACD Talk Time: 00:00:00 Skillset Talk Time: 00:00:23

00:00:00 0

0 0 0

06/02/2003

34 0 5 0 0 1 05:49:50 00:26:47 00:00:00 00:00:00 00:02:38 00:00:00 00:00:00 00:12:58 05:06:33

Agent 0 0 0 0 0 00:00:00

Printed By: Kevin 03/07/2003 3:33:08 PM

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT4.RPT

Page 1 of 2

Not Ready Reason Codes By Agent

Site Name: BRAMPTON

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 01 July, 2003 Table Names: mActivityCodeStat

Occurrences

GRAND TOTAL

21 00:27:08

Not Ready Reason Codes

Total Time Average Time

Number of Not Ready Reason Code

00:01:18

Agent Name & ID: John Smith - 331084

00:27:08 00:01:18 21

Summary:

06 01/2003

00:09:06 00:04:33 2

Emails

00:01:02 00:01:02 1

00:01:16 00:01:16 1

00:07:50 00:00:29 16

Not_Ready_Default_Reason_Code

00:07:54 00:07:54 1

00:27:08 00:01:18 21

Jun 2003

Agent: 00:27:08 00:01:18 21

GRAND TOTAL

00:27:08 00:01:18 21

Printed By: Kevin 02/07/2003 6:05:57 PM Page 1 of 1

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-AGT20.RPT

00:00:08

10 00:01:20 0 0 0 00:01:20 100.00%

Application Performance

Site Name: BRAMPTON

Table Names: wApplicationStat

Report Interval: 00:00:00 22 June, 2003 - 00:00:00 29 June, 2003

Avg Ans Delay

Answered Delay

Answer Ans After

Threshold Abandoned

Aban After Threshold

Ans Delay At Skillset

% Service Level

GRAND TOTAL Skillset Calls:

Offered

Max. Answer Delay

Max. Aban'd Delay

00:00:16 00:00:00

Application: Client_Inquiries_script

0 0

10 00:01:20 0 00:01:20 100.00%

Summary: 10 00:00:08 00:00:16 00:00:00

00:01:20 00:01:20

10 0 0 100.00

10 00:00:08 00:00:16 00:00:00

06/23/2003 0

10 00:01:20 0 0 0 00:01:20 100.00

Application 10 00:00:08 00:00:16 00:00:00

10 00:01:20 00:00:08 0 0 0 00:01:20 100.00%

GRAND TOTAL

10 00:00:16 00:00:00

Printed By: Kevin 03/07/2003 1:50:53 PM

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-APP1.RPT

Page 1 of 1

Application Delay Before Answer

Site Name: BRAMPTON

Table Name: mApplicationStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 01 July, 2003

Answer Delay Answer Delay

Average at Skillset

Maximum Delay Maximum

After Threshold Answered Delay

at Skillset Delay

Answered

Answer Skillset Calls:

Offered

GRAND TOTAL

51 00:06:19 00:06:19 1 00:02:34 00:02:34 00:00:07

Application: Client_Inquiries_script

51 00:06:19 00:06:19 1 00:02:34 00:02:34 00:00:07

Summary: 54

Answer Delay Spectrum: Client_Inquiries_script

2 6 10 14 18 22 26 30 34 38 42 46 50 54 58 70 90 110 130 150 170 190 210 230 250 270 290 360 480 600

4 8 12 16 20 24 28 32 36 40 44 48 52 56 60 80 100 120 140 160 180 200 220 240 260 280 300 420 540 >600

Number of Calls

Delay Intervals --->

51 00:06:19 00:06:19 1 00:02:34 00:02:34 00:00:07

54 06 01/2003

51 00:06:19 00:06:19 1 00:02:34 00:02:34 00:00:07

Application 54

51 00:06:19 00:06:19 1 00:02:34 00:02:34 00:00:07

GRAND TOTAL 54

Printed By: Kevin 03/07/2003 2:48:35 PM

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-APP4.RPT

Page 1 of 1

Application Delay Before Answer

Application Delay Before Abandon

Site Name: BRAMPTON

Table Name: mApplicationStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 01 July, 2003

Offered Answered Abandoned Abandoned

% Abandoned

After Threshold Abandon Delay

Maximum Abandon Delay

Average Abandon Delay

GRAND TOTAL

51 3 5.56% 0 00:00:23 00:00:14 00:00:08

Skillset Calls:

Application: Client_Inquiries_script

00:00:14 00:00:08

00:00:23 0

5.56%

3 51

54 Summary:

Abandon Delay Spectrum: Client_Inquiries_script

6 10 14 18 22 26 30 34 38 42 46 50 54 58 70 90 110 130 150 170 190 210 230 250 270 290 360 480 600

4 8 12 16 20 24 28 32 36 40 44 48 52 56 60 80 100 120 140 160 180 200 220 240 260 280 300 420 540 >600

Number of Calls

Delay Intervals --->

54 51 3 5.56 0 00:00:23 00:00:14 00:00:08

06 01/2003

54 51 3 5.56 0 00:00:23 00:00:14 00:00:08

Application

00:00:08 00:00:14

00:00:23 0

5.56%

3 51

GRAND TOTAL 54

Printed By: Kevin 03/07/2003 2:51:00 PM

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-APP6.RPT

Page 1 of 1

Crosstab - Skillset Performance

Site Name: BRAMPTON

Table Names: iSkillsetStat

Report Interval: 00:00:00 23 June, 2003 - 12:00:00 27 June, 2003

Call Offered Call Answered Network Call Answered Skillset Abandoned

Grand Totals

0 6 0 6

Tue Fri Total

Client_Inquiries 09:45 Client_Inquiries_script 3

3 0 0

0 0 0 0

3 3 0 0

10:15 Client_Inquiries_script 2

2 0 0

0 0 0 0

2 2 0 0

11:30 Client_Inquiries_script 0

0 0 0

1 1 0 0

Total 5

5 0 0

1 1 0 0

6 6 0 0

Total 5

5 0 0

1 1 0 0

6 6 0 0

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\ICROSS_SKILLSET.RPT

Printed By: Kevin 03/07/2003 3:42:09 PM Page 1 of 1

CDN Statistics

Site Name: BRAMPTON

Table Name: wCDNStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 29 June, 2003

Offered Answered Terminated Terminated Abandoned Abandoned

GRAND TOTAL

65 62 0 0.00% 3 4.62%

Percent Percent

CDN Name & ID: Customer_Service - 4600

53 50 0 0.00% 3 5.66%

Summary:

35 34 0.00 1 2.86

06/02/2003

8 6 0.00 2 25.00

06/09/2003

10 10 0.00 0 0.00

06/23/2003

53 50 0 0.00 3 5.66

CDN

CDN Name & ID: Loan_Applications - 4601

11 11 0 0.00% 0 0.00%

Summary:

10 10 0.00 0 0.00

06/02/2003

1 1 0.00 0 0.00

06/23/2003

11 11 0 0.00 0 0.00

CDN

CDN Name & ID: Credit_Card_Dept - 4602

1 1 0 0.00% 0 0.00%

Summary:

1 1 0.00 0 0.00

06/02/2003

1 1 0 0.00 0 0.00

CDN

65 62 0 0.00% 3 4.62%

GRAND TOTAL

Printed By: Kevin 03/07/2003 2:53:11 PM Page 1 of 1

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-RES7.RPT

Calls Answered Calls Terminated Calls Offered

Calls Abandoned

Crosstab - CDN Statistics

Report Interval: 00:00:00 23 June, 2003 - 11:45:00 27 June, 2003

Site Name: BRAMPTON

Table Names: iCDNStat

Grand Totals

0 6 6

Tue Fri Total

Customer_Service - 4600 09:45 3

3 0 0

0 0 0 0

3 3 0 0

10:15 2

2 0 0

0 0 0 0

2 2 0 0

11:30 0

0 0 0

1 1 0 0

CDN Total 5

5 0 0

1 1 0 0

6 6 0 0

Total 5

5 0 0

1 1 0 0

6 6 0 0

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\ICROSS_CDN.RPT

Printed By: Kevin 03/07/2003 3:44:56 PM Page 1 of 1

Skillset Performance

Site Name: BRAMPTON

Table Name: mSkillsetStat

Report Interval: 00:00:00 01 June, 2003 - 00:00:00 01 July, 2003

Skillset Answered After Thresh Skillset

Answered Application Name

% Ansd After Thresh

Answer

Delay Delay

Answer

Average Maximum

Answer Delay

All Agent Busy Time

All Agent Staffed Time

Skillset Active Time

Avg No. of Agents

GRAND TOTAL

00:02:34 35:22:00 2,324:16:35 713:38:04 3

00:00:07 00:06:19

51 1.96%

Skillset: Client_Inquiries

1.96% 00:06:19 00:00:07 00:02:34 35:22:00 2,324:16:35

51 1 713:38:04 3

Summary:

06 01/2003

00:02:34 00:06:19

2 1

51 00:00:07 00:00:00

Client_Inquiries_script 00:00:00 00:00:00 0

51 1 2 00:06:19 00:00:07 00:02:34 35:22:00 2,324:16:35 713:38:04 3

06 01/2003

51 1 1.96 00:06:19 00:00:07 00:02:34 35:22:00 2,324:16:35 713:38:04 3

Skillset

51 1 00:06:19 00:00:07 00:02:34 35:22:00 2,324:16:35 713:38:04 3

GRAND TOTAL 1.96%

Printed By: Kevin 03/07/2003 3:37:18 PM

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MMSKILL2.RPT

Page 1 of 1

Index A

Accessing Historical Information . . . 21

Activating Call Scripts . . . 9

Activity Code by Agent Report . . . 24

Activity Code Properties Report . . . . 26

Activity Codes . . . 14

Administering Call Scripts . . . 17

Administering Symposium Call Center Server . . . 17

Administration . . . 17

Agent Average Calls Per Hour Daily Report . . . 32

Agent by Application Performance Report . . . 23

Agent by Skillset Performance Report . . . 23

Agent Configuration . . . 18

Agent DN Performance Report . . . . 23

Agent Login/Logout Report . . . 24

Agent Observe . . . 15

Agent Performance by Supervisor Report . . . 23

Agent Performance Calls Answered/ Bottom 5 Report . . . 24

Agent Performance Calls Answered/ Top 5 Report . . . 24

Agent Performance Report . . . 23

Agent Personal Directory Number . . . 14

Agent Position ID Report . . . 25

Agent/Supervisor Call Handling Features . . . 13

Alternate Call Answer . . . 14

Answer Agent . . . 15

Answer Emergency . . . 15

Application Call Treatment . . . 22

Application Delay Before Abandon Report . . . 22

Application Delay Before Answer Report . . . 22

Application Performance Report . . . . 22

Application Reports . . . 22

Collecting Historical Information . . . . 21

Computer Telephony Integration . . . 27

Configuration Reports . . . 26

Configuring Agents and Supervisors . . 18

Contact Center Management . . . 16

Control Directory Number (CDN) Creating Classes . . . 17

Customizing and Scheduling Reports . . . 27

Estimated Revenue by Agent Report . . 24

EXECUTE SCRIPT . . . 8

Historical Statistics Collection Properties Report . . . 25

Historical Statistics Duration Properties Report . . . 25

Historical Statistics Storage Properties Report . . . .25

L

LONGEST IDLE AGENT . . . 8

M

Maintaining Historical Information . . 21

Make Busy . . . 14

Management Reports . . . 20

Master Script . . . 6

Meridian Link Services . . . 27

Moving Window View . . . 19

Multimedia Contact Center . . . .28

N

Network Call Processing . . . 12

Network Skill-Based Routing . . . 12

Network Reports . . . 26

Not Ready . . . 14

Not Ready Reason Codes . . . 15

O

Open Database Connectivity (ODBC) . . . 29

Open Standards Offer Flexibility . . . 26

Outbound Dialing Integration . . . 28

P

Primary Script . . . 6

Priority Assignments for Calls and Agents . . . 11

Q

QUEUE TO . . . 7

Queuing and Presentation . . . 11

QUIT . . . 8

R

Real-Time Displays . . . 19

Real-Time Statistics . . . 28

Resource Reports . . . 25

Return to Queue on No Answer . . . . 15

S

Script Editor . . . 17

Script Elements . . . 6

Script Elements and Expressions . . . 6

Script Expressions . . . 8

Script Manager . . . 17

Script Variables . . . 9

Secondary Script . . . 6

SEND INFO . . . 8

SEND REQUEST . . . 8

Skill-Based Routing . . . 9

Skill-Based Routing Call Processing . . . 10

Skillset Modes . . . 10

Skillset Performance Report . . . 23

Skillset Reports . . . 23

Skillsets and Agents . . . 9

Skillsets and Call Requirements . . . 9

Structured Query Language (SQL) . . . 30

Supervisor Configuration . . . 19

Supervisor Key . . . 15

Supervisor Properties Report . . . 25

Supervisor Telephone Set Features . . 15

Symposium Call Center Server Real-Time Capabilities . . . 19

Symposium Call Center Server Script Example . . . 31

Symposium Call Center Server Standard Reports . . . 32

Symposium Call Center Web Client . . . 4

T

Telephone Display Properties Report . . . 26

TIME OF DAY . . . 8

V

Voice Menus . . . 27

Voice Messaging . . . 27

Voice Messaging and Interactive Voice Response . . . 26

Voice Processing Elements . . . 7

W

WAIT . . . 8

Windows 2000 . . . 4

Nortel Networks is an industry leader and innovator focused on transforming how the world communicates and exchanges information. The company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Wireless Networks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global company, Nortel Networks does business in more than 150 countries. More information about Nortel Networks can be found on the Web at:

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For more information, contact your Nortel Networks representative, or call 1-800-4 NORTEL or 1-800-466-7835 from anywhere in North America.

*Nortel Networks, the Nortel Networks logo, the globemark design, CallPilot, Meridian Mail, Meridian, DMS, Symposium and Succession are trademarks of Nortel Networks. All other trademarks are the property of their owners

Nortel Networks assumes no responsibility for any errors that may appear in this document.

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Nortel Networks 35 Davis Drive

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Nortel Networks 8200 Dixie Road, Suite 100

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