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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AltiWeb 4.0
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&nbsp;</b></f nt></td>
<td width="282"><f nt face="Verdana"><input
type="text" size="20" maxlength="40" name="FirstName"
tabindex="1"> &nbsp;&nbsp;</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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Scenario 2—Caller Data from Auto Attendant
Center 4.0 User Guide 11
AltiWeb 4.0
3. The web caller enters the required information, then clicks the Submit
button. The AltiWeb window altiweb.htm) appears.
Figure 9. The AltiWeb window with Di lP d visible
If NetMeeting is not installed on the caller’s computer or
it’s not configured correctly), an error message displays.
4. Once NetMeeting successfully connects to an AltiGen VoIPport, the
web caller sees the Customer Support page, and hears a prompt
requesting the selection of Sales or Tech support.
The DialPad is visible to allow the web caller to close the
Auto Attendant windows and dial a number directly, is so
desired.
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12 Center 4.0 User Guide
5. The caller selects Sales, and the customer ID window
customerid.htm) appears.
6. Once the caller enters the customer ID and clicks Submit, the Product
ID window productid.htm) appears.
7. After the caller enters the product ID and clicks Submit, the web caller
is routed to the proper extension.
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Scenario 2—Caller Data from Auto Attendant
Center 4.0 User Guide 13
AltiWeb 4.0
8. If the call goes to an AltiAgent user, the Caller Data window shows
Form data, IVR data and URL history.
Figure 10. C ller D t window in AltiAgent
9. From this point, in addition to voice communication, the agent and
caller can share web pages. 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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AltiWeb 4.0
14 Center 4.0 User Guide
Customizing Contact.htm
You can use the Contact.htm page to collect caller information, and then
automatically direct the call to a specific extension.This caller information
is then displayed on the agent’s screen.
To Alter Form Data
Using Notepad or another html editor, modify Contact.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 in contact.htm is set to show the Dial Pad value =
"1") and not to dial a specific number value = ""). To hide the DialPad,
change the values as shown below:
Hide DialPad, Autoconnect to Extension 300
<input type="hidden" name="Extensi n" value "300"><input type="hidden"
name="DialPad" value "0">
Show DialPad, Let Caller Dial Extension
<input type="hidden" name="Extensi n" value ""><input type="hidden"
name="DialPad" value "1">
3. Alter the data collection fields
Shown below is the form row that collects the caller’s full name.
Copy, modify or delete variables to your company’s specifications.
<tr>
<td align="left" width="128" bgc l r="#CCFF99">
<b><small><f nt face="Verdana">Cust mer Name&nbsp;</f nt></small></
b></td>
<td width=22 align=left></td>
<td align=left width=282>
<f nt face=Verdana>
<input type="text" name="Cust merName" maxlength=40 size=20
tabindex=1> &nbsp;&nbsp;</f nt></td>
</tr>
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Configuring Auto Attendant for Scenario 2
Center 4.0 User Guide 15
AltiWeb 4.0
Configuring Auto Attendant for Scenario 2
Scenario 2 demonstrates how to use Auto Attendant in conjunction with
AltiWeb. For example, when the web caller clicks the Submit button 1),
Web Call connects and the Customer Support page appears. When the
customer clicks Sales 2), the Customer ID 3) and Product ID 4) pages
follow before the caller is put through.
Figure 11. Using Auto Attend nt to push p ges to the c ller
sales_cid.htm
sales_pid.htm
IVR_t p.htm
1
2
3
4
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Configuring Auto Attendant
For detailed instructions, refer to Chapter 7, "Auto
Attendant Configuration," in the System Administr tion
M nu l.
1. Run Auto Attendant.
2. Select 0-expand tree.
3. Make the following entries, then click Apply.
• Type an Item Name, if desired.
• To assign a voice message, check Prompt and select the number of
the appropriate message.
• Check Push URL, and type the path the page you want to display.
• Select Level-Expand Tree in the Actions dropdown.
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Configuring Auto Attendant for Scenario 2
Center 4.0 User Guide 17
AltiWeb 4.0
4. Select 1-get digits.
5. Make the following entries, and click Apply.
• Type an Item Name, if desired.
• Check Push URL, and type the path the page you want to display
e.g., sales_cid.htm.)
• Select Adv.-Collect Digits from the Actions dropdown.
• Set the Min. and Max. Lengths that the caller must enter.
• Adjust the Web Call Response Timeout to give the web caller
enough time to provide all meaningful information.
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18 Center 4.0 User Guide
6. Select &-get digits.
7. Make the following entries, then click Apply.
• Type an Item Name, if desired.
• Check Push URL, and type the path the page you want to display
e.g., sales_pid.htm.)
• Select Adv.-Collect Digits from the Actions dropdown.
• Set the Min. and Max. Lengths that the caller must enter.
• Adjust the Web Call Response Timeout to give the web caller
enough time to provide all meaningful information.
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Configuring Auto Attendant for Scenario 2
Center 4.0 User Guide 19
AltiWeb 4.0
8. Select &-to extension.
9. Make the following entries, then click OK.
• Type an Item Name, if desired.
• Select Call.-Ext/Workgroup from the Actions dropdown.
• Select the Extension.
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Troubleshooting
If a web caller cannot connect, and an error message displays, the cause
may be one of the following:
Error Message Cause
Server connection failed.
Please try again later
• AltiServ IP address is not correct
• AltiServ is not running
• Firewall is not open
Option Pack is not installed.
Please try again later.
• AltiServ does not have Center 4.0
Option Pack License.
No more available sessions.
Please try again later.
• All session licenses are used or there
are no session licenses at all.
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