AtliWeb 40 Alti Web

User Manual: AltiWeb

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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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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. Logical AltiWeb installation in IIS

Default Web Site

WebCall

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AltiWeb Directory Structure

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AltiWeb 4.0

6. To 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. Local Path in IIS Properties dialog

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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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

•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

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Collecting Form Data, IVR Data and URL History

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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(location.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 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.

Figure 4. Caller Data window in AltiAgent

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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. Contactaltigen.htm page

Screenshot of

contactaltigen.com, with

fields populated.

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Scenario 1—Caller Data from Web Page

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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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5. If the call goes to an AltiAgent user, the Caller Data window shows the

Form Data and URL history.

Figure 7. Caller Data 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

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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="Extension" value=""><input type="hidden"

name="DialPad" value="1">

Hide DialPad, Autoconnect to Extension 300

<input type="hidden" name="Extension" 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" bgcolor="#CCFF99"><font size="2"

face="Verdana"><b>First Name&nbsp;</b></font></td>

<td width="282"><font face="Verdana"><input

type="text" size="20" maxlength="40" name="FirstName"

tabindex="1"> &nbsp;&nbsp;</font></td>

</tr>

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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. Contact.htm page

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Scenario 2—Caller Data from Auto Attendant

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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 DialPad 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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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

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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. Caller Data 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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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="Extension" value="300"><input type="hidden"

name="DialPad" value="0">

Show DialPad, Let Caller Dial Extension

<input type="hidden" name="Extension" 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" bgcolor="#CCFF99">

<b><small><font face="Verdana">Customer Name&nbsp;</font></small></

b></td>

<td width=22 align=left></td>

<td align=left width=282>

<font face=Verdana>

<input type="text" name="CustomerName" maxlength=40 size=20

tabindex=1> &nbsp;&nbsp;</font></td>

</tr>

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Configuring Auto Attendant for Scenario 2

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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 Attendant to push pages to the caller

sales_cid.htm

sales_pid.htm

IVR_top.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 Administration

Manual.

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

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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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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

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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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Uninstalling AltiWeb

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AltiWeb 4.0

Uninstalling AltiWeb

1. From the Windows Start menu, select Programs AltiWeb 4.0

AltiWeb 4.0.

2. Click OK when the dialog box asks if you want to uninstall the

program, and respond to any additional prompts.

Alternatively

1. In the Control Panel, select Add/Remove Programs.

2. Choose AltiWeb 4.0 and click the Add/Remove or Change/Remove

button, depending on which version of Windows you’re running.

3. Click OK to in the dialog box to confirm you want to remove the

service, and respond to any additional prompts.

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