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.
Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
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>
<script language="JavaScript" src="altiweb.js"></script>
<script language="JavaScript">
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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