Altigen AltiWeb 4.0 User manual
Overview
Center 4.0 User Guide 1
AltiWeb 4.0
AltiWeb 4.0
Overview
AltiWare OE 4.0 integrates VoIP, Auto Attendant, and Microsoft Internet
Information Services IIS) to provide the AltiWeb feature that allows
internet users to talk to an extension via VoIP and share web pages.
System Requirements
•Client/Server System only: AltiWare OE Release 4.0 or higher
running on Windows 2000 or Windows NT.
•Client System: Microsoft Internet Explorer 5.5 or better, or Netscape
4.7 or better; NetMeeting 3.01; and Sound Card.
•Web Server: Microsoft Internet Information Services IIS) 4.0/5.0.
AltiWeb Components
Figure 1. AltiWeb Component Overview
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AltiWeb 4.0
2Center 4.0 User Guide
Installing AltiWeb
Make sure AltiWare OE Release 4.0 has been installed on the AltiServ
system and the link to TCP/ IP is enabled before continuing with CDR
Search setup.
1. Log in to the client machine using a domain account and make sure it
is connected to the network on which AltiServ is running.
2. Exit any/all Windows applications.
3. Insert the AltiWeb CD into the CD ROM drive of the IIS web server.
4. Run the Setup.exe program by selecting Start Run and typing
D:/Setup.exe, where D is the letter of your CD ROM drive. Follow the
step by step installation instructions as they appear on the screen.
5. AltiWeb installs into the Home directory of the IIS server. To verify
installation, start IIS, and select Default Web Site. The WebCall
directory appears at the bottom of the directory, as shown below.
Figure 2. Logic l AltiWeb inst ll tion in IIS
Default Web Site
WebCall
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AltiWeb Directory Structure
Center 4.0 User Guide 3
AltiWeb 4.0
6. o verify the physical location of the AltiWeb directory, right-click
Default Web Site and select Properties. On the Home Directory tab of
the Properties dialog, the Local Path field shows AltiWeb’s physical
location on the drive in this case C:\Inetpub\wwwroot\altiweb).
Figure 3. Loc l P th in IIS Properties di log
AltiWeb Directory Structure
The AltiWeb directory contains the following subdirectories
•Applet—Sample files you can use to set up AltiWeb. Refer to the
following sections for details.
•Docs—Documentation on AltiWeb
•Images—Graphics used in the html files residing in the Applet
directory
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AltiWeb 4.0
4Center 4.0 User Guide
Applet Subdirectory Files
The Applet subdirectory contains sample pages you can use to set up Web
Call, as well as files necessary for proper AltiWeb functioning.
•Contact.htm—Customer Information page for use with Auto
Attendant
•contactaltigen.htm—Customer Information page for use without
Auto Attendant
•customerid.htm—Page where caller enters customer ID
•directory.htm—Template for creating an in-house AltiWeb directory
for internal use only)
•IVR_top.htm—Frameset for top.htm and IVRApplet.htm
•IVRApplet.htm—Sends connected information to the main AltiWeb
applet
•NetMeeting.htm—Error message indicating NetMeeting not found
and providing opportunity to download
•Nsapplet.zip—Contains files necessary for the proper functioning of
AltiWeb Do not modify this file.)
•Nsplugin.zip—Contains files necessary for the proper functioning of
AltiWeb Do not modify this file.)
•productid.htm—Page where caller enters product ID
•sales_cid.htm—Frameset for customerid.htm
•sales_pid.htm—Frameset for productid.htm
•op.htm—Collects caller input and sends the result to the next
IVRApplet.htm
•AltiWeb.cab—Contains files necessary for the proper functioning of
AltiWeb Do not modify this file.)
•AltiWeb.htm—Page displaying AltiWeb window
•AltiWeb.js—JavaScript file necessary for the proper functioning of
AltiWeb
•Wizard.htm—Error message advising caller to run the initial
configuration for NetMeeting
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Collecting Form Data, IVR Data and URL History
Center 4.0 User Guide 5
AltiWeb 4.0
Collecting Form Data, IVR Data and URL History
You can configure AltiWeb to display Form Data, IVR Data, and URL
History when a web call is answered by an extension with the AltiAgent
application.
Tagging Pages for URL History
To appear in the URL history, the pages the caller visits prior to the call
must be tagged, as shown below:
<head>
<script language="JavaScript" src="altiweb.js"></script>
<script language="JavaScript">
tagURL(l cati n.href)
</script>
</head>
For more information on configuring:
• IVR Data: Refer to “Configuring Auto Attendant for Scenario 2” on
page 15.
•Form Data: “Customizing Contactaltigen.htm” on page 9 or “Cus-
tomizing Contact.htm” on page 14.
The URL History sh ws all
URL paths t tagged html
pages the caller visited pri r
t the call.
The Form Data c me
fr m the <f rm
name=inf F rm> fields
in the s urce c de f
C ntact.htm r
C ntactaltigen.htm
pages
The IVR data c mes
fr m the Aut Attendant
/ C llect Digit acti n.
Figure 4. C ller D t window in AltiAgent
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6Center 4.0 User Guide
Scenario 1—Caller Data from Web Page
The following scenario, based on contactaltigen.htm, exemplifies the
simplest implementation of AltiWeb.
1. A web caller browses the company web site and has a question
regarding some product information.
2. The web caller clicks the "contact us" link on the web page. The
Customer Information page contactaltigen.htm) opens.
Figure 5. Cont ct ltigen.htm p ge
Screenshot of
contactaltigen.com, with
fields populated.
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Scenario 1—Caller Data from Web Page
Center 4.0 User Guide 7
AltiWeb 4.0
3. The web caller enters the required information, then clicks the Submit
button. The AltiWeb window altiweb.htm) appears.
Figure 6. The AltiWeb window
If NetMeeting is not installed on the caller’s computer or
it’s not configured correctly), an error message displays.
This scenario directly dials a pre-set extension. You can
also set the AltiWeb window to display a DialPad the
caller can use to dial any extension. For details, refer to
“Customizing Contactaltigen.htm” on page 9.
4. Once NetMeeting successfully connects to an AltiGen VoIPport, the
web caller is routed to the proper extension.
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AltiWeb 4.0
8Center 4.0 User Guide
5. If the call goes to an AltiAgent user, the Caller Data window shows the
Form Data and URL history.
Figure 7. C ller D t window in AltiAgent
6. From this point, in addition to voice communication, the agent can
push and share web pages with the caller. For procedures, refer to the
Refer to the Chapter 4, "Using Center as a Workgroup Member," in the
Center 4.0 User Guide.
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Customizing Contactaltigen.htm
Center 4.0 User Guide 9
AltiWeb 4.0
Customizing Contactaltigen.htm
You can use the Contact.htm page to collect caller information, and
automatically direct the call to a specific extension.This collected
information is then displayed on the agent’s screen.
To Alter Form Data
Using Notepad or another html editor, modify Contactaltigen.htm source
code as follows:
1. Change the ServerIP
Set the value of the ServerIP to the IP address of the server on which
AltiWare resides.
<input type="hidden" name="ServerIP" value="206.111.153.203">
2. Set DialPad visibility
By default, the code is set to hide the Dial Pad value = "0") and to dial
a specific number value = "300"). To show the Dial pad, change the
values as shown below:
Show DialPad, Let Caller Dial Extension
<input type="hidden" name="Extensi n" value ""><input type="hidden"
name="DialPad" value "1">
Hide DialPad, Autoconnect to Extension 300
<input type="hidden" name="Extensi n" value "300"><input type="hidden"
name="DialPad" value "0">
3. Alter the data collection fields:
Shown below is the form row that collects the caller’s first name.
Copy, modify or delete variables to your company’s specifications.
<tr>
<td width="240" bgc l r="#CCFF99"><f nt size="2"
face="Verdana"><b>First Name </b></f nt></td>
<td width="282"><f nt face="Verdana"><input
type="text" size="20" maxlength="40" name="FirstName"
tabindex="1"> </f nt></td>
</tr>
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AltiWeb 4.0
10 Center 4.0 User Guide
Scenario 2—Caller Data from Auto Attendant
The following scenario, based on contact.htm, exemplifies a customized
implementation of AltiWeb.
1. A web caller browses the company web site and has a question
regarding some product information.
2. The web caller clicks the "contact us" link on the web page. The
Customer Information page contact.htm) opens.
Figure 8. Cont ct.htm p ge
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