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.

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>

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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