Altigen AltiWeb User manual
AltiWeb™
Manual
12/2006 4404-0001-5.1
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: info@altigen.com
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,
AltiAdmin, ACM Admin, AltiVRPlayer, AltiWeb, Zoomerang,
AltiMobile Extension, IPTalk, AltiReport, and SuperQ 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. 2006. All rights reserved.
12/2006 4404-0001-5.1
AltiWeb i
Contents
New in 5.1 Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
License Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
AltiWeb Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Installing AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
AltiWeb Directory Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Collecting Form Data, IVR Data, and URL History . . . . . . . . . . 4
Tagging Pages for URL History . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Scenario 1—Caller Data from Web Page. . . . . . . . . . . . . . . . . . . 5
Customizing Contactaltigen.htm . . . . . . . . . . . . . . . . . . . . . . . . . 8
Scenario 2—Caller Data from IVR . . . . . . . . . . . . . . . . . . . . . . . 9
Customizing Contact.htm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Web URL Push/Web Sharing. . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Uninstalling AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
AltiWeb Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Symantec Norton AntiVirus Corporate Edition 7.5 . . . . . . . . . . 16
Enable Real-Time scan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Schedule Daily Full Scan on all drives. . . . . . . . . . . . . . . . . . . . 18
AltiWeb ii
AltiWeb
AltiWeb 1
AltiWeb
AltiWare Contact Center (ACC) 5.1 and AltiWare Contact Manager
(ACM) 5.1 integrate 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 5.1 Release
AltiWeb 5.1 uses SIP IPTalk to replace H.323 IP talk.
• Supports connection through CTProxy
• SIP-based VoIP connection
System Requirements
•Server System: With ACC 5.1 or ACM 5.1 (or above) running on
Windows 2000/XP Professional/2003
•Client System: Microsoft Internet Explorer 6.0 or better, sound card,
Internet access
•Web Server: Microsoft Internet Information Services (IIS) 5.0 or
above
License Requirements
AltiWeb 5.1 requires the AltiWeb Feature License.
AltiWeb Components
2AltiWeb
AltiWeb Components
Figure 1. AltiWeb Component Overview
Installing AltiWeb
Make sure AltiWare ACC/ACM Release 5.1 has been installed on the
system and the link to the network is enabled before continuing with
AltiWeb setup.
Important: Only one AltiWeb client can be opened on a PC.
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 AltiWeb 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.
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.
AltiWeb
AltiWeb 3
5. Verify the physical location of the AltiWeb directory by right-clicking
“Web Call,” on the Virtual Directory tab of the Properties dialog, the
Local Path field shows AltiWeb’s physical location on the drive (by
default, it is C:\Program Files\Altigen\altiweb).
Figure 2. Logical AltiWeb installation in IIS
Default Web Site
WebCall
AltiWeb Directory Files
4AltiWeb
AltiWeb Directory Files
The following are some of the AltiWeb directory files needed to run the
AltiWeb application.
•Contact.htm—Customer Information page for use with Auto
Attendant
•WebCallNew.htm—displays web call GUI
•webcall.js—script for web call
•WebCallCtrl.cab—ActiveX control for web call
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.
Figure 3. Local Path in IIS Properties dialog
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
pages.
The IVR data comes
from the Auto
Attendant/Collect
Digit action.
AltiWeb
AltiWeb 5
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="Webcall.js"></script>
<script language="JavaScript">
tagURL(location.href)
</script>
</head>
For more information on configuring:
• IVR Data: Refer to “Web URL Push/Web Sharing” on page 15.
•FormData:“Customizing Contactaltigen.htm” on page 8 or “Cus-
tomizing Contact.htm” on page 13.
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.
AltiWeb Directory Files
6AltiWeb
Figure 5. Contactaltigen.htm page
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