Altigen AltiWeb User manual

AltiWeb™

Manual

02/2004 0000-0001-5.0

WARNING!

Toll fraud is committed when individuals unlawfully gain access to

customer telecommunication systems. This is a criminal offense.

Currently, we do not know of any telecommunications system that is

immune to this type of criminal activity. AltiGen Communications, Inc.

will not accept liability for any damages, including long distance charges,

which result from unauthorized and/or unlawful use. Although AltiGen

Communications, Inc. has designed security features into its products, it is

your sole responsibility to use the security features and to establish security

practices within your company, including training, security awareness, and

call auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGen

Communications, Inc. will not be liable for technical or editorial errors or

omissions contained within the documentation. The information contained

in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the

AltiGen Communications, Inc. License Agreement.

AltiGen Communications, Inc.

4555 Cushing Blvd.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiReach, AltiLink,

AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer, AltiWeb,

Zoomerang, and Dynamic Messaging are trademarks or registered

trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

02/2004 0000-0001-5.0

AltiWeb i

Contents

NewinVersion5.0 .....................................1

SystemRequirements....................................1

LicenseRequirements ...................................1

AltiWeb Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Installing AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

AltiWeb Directory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

AppletSubdirectoryFiles...............................4

Collecting Form Data, IVR Data, and URL History . . . . . . . . . . 5

TaggingPagesforURLHistory..........................6

Scenario1—CallerDatafromWebPage...................6

CustomizingContactaltigen.htm .........................9

Scenario2—CallerDatafromIVR ......................10

CustomizingContact.htm..............................14

ConfiguringIVRforScenario2.........................16

Troubleshooting.....................................20

Uninstalling AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

AltiWeb Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Symantec Norton AntiVirus Corporate Edition 7.5 . . . . . . . . . . 21

EnableReal-Timescan................................22

ScheduleDailyFullScanonalldrives....................23

AltiWeb ii

AltiWeb

AltiWeb 1

AltiWeb

AltiServ Contact Center 5.0/AltiContact Manager 5.0 integrates VoIP,

Auto Attendant, and Microsoft Internet Information Services (IIS) to

provide the AltiWeb feature, which allows internet users to talk to an

extension via VoIP and share web pages.

New in Version 5.0

•Web Call Back - allows a web surfer to make a call back request

through AltiContact Manager to connect an agent with this customer.

This feature does not require NetMeeting but can only be used in

conjunction withAltiContactManager’sMulti-Media Queue(aQueue

Management API).

•URL Push - allows a web surfer to push or share a URL using a web

call back request or with a NetMeeting web call.

System Requirements

•Client/Server System only: AltiServ Contact Center 5.0 or

AltiContact Manager 5.0 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

License Requirements

AltiWeb 5.0 requires the AltiWeb Server License.

AltiWeb Components

2AltiWeb

AltiWeb Components

Figure 1. AltiWeb Component Overview

Installing AltiWeb

Make sure AltiServ Contact Center/AltiContact Manager Release 5.0 has

been installed on the 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 ACC/ACM is running.

2. Exit all Windows applications.

3. Insert the AltiWare CD into the CD ROM drive of the IIS web server,

open the AltiWeb folder, and run the Setup.exe program. Follow the

step-by-step installation instructions as they appear on the screen.

AltiWeb

AltiWeb 3

4. 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.

5. Verify the physical location of the AltiWeb directory by right-clicking

the Default Web Site, and selecting Properties. On the Home Directory

tab of the Properties dialog, the Local Path field shows AltiWeb’s

Figure 2. Logical AltiWeb installation in IIS

Default Web Site

WebCall

AltiWeb Directory Structure

4AltiWeb

physical location on the drive (in this case

C:\Inetpub\wwwroot\altiweb).

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.

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

Figure 3. Local Path in IIS Properties dialog

AltiWeb

AltiWeb 5

•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

•Top.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

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.

AltiWeb Directory Structure

6AltiWeb

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>

tagURL(location.href)

</script>

</head>

For more information on configuring:

• IVR Data: Refer to “Configuring IVR for Scenario 2” on page 16.

• Form Data: “Customizing Contactaltigen.htm” on page 9 or “Cus-

tomizing Contact.htm” on page 14.

Scenario 1—Caller Data from Web Page

The following scenario, based on contactaltigen.htm, exemplifies the

simplest implementation of AltiWeb.

Figure 4. Caller Data window in AltiAgent

The URL History shows

all URL paths to tagged

html pages the caller

visited prior to the call.

The Form Data come

from the <form

name=infoForm>

fields in the source

code of Contact.htm

or Contactaltigen.htm

The IVR data comes

from the Auto

Attendant/Collect

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