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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.

Contact.htm page

AtliWeb 40.fm Page 10 Thursday, September 7, 2000 12:08 AM

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Summary of Contents for AltiWeb 4.0

Page 1: ...net 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 Compone...

Page 2: ...indows 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...

Page 3: ...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 r...

Page 4: ...ing 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 Fr...

Page 5: ...ript 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 Th...

Page 6: ...he 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 ...

Page 7: ...eeting 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 ro...

Page 8: ... 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 ...

Page 9: ...d 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 valu...

Page 10: ... 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 ...

Page 11: ...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...

Page 12: ...es 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 ...

Page 13: ...ser 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 ...

Page 14: ... 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 Show...

Page 15: ...dant 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 ...

Page 16: ...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 ...

Page 17: ...lick 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 ...

Page 18: ...em 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 ...

Page 19: ...dant 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 ...

Page 20: ...age 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 ...

Page 21: ...x 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 ...

Page 22: ...AltiWeb 4 0 22 Center 4 0 User Guide ...

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