Nortel Contact Center Manager, Installation And Maintenance Manual

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256 Contact Center Multimedia/Outbound
Using the Web communications customer interface Standard 7.16
Overview
If you are using Web communications in your contact center, you can use the
Sample Customer Interface (CI) Web site implementation to assist you to
develop web pages for your corporate Web site. The Web services architecture is
a platform-independent interface that can be accessed by customers from both
Microsoft .NET and Java applications. Customer Web sites or third-party
applications use the open interface for integration with the Nortel Contact Center
Multimedia system.
In development, you can access the Web services from either ASP.NET or JSP
Web applications.
The Customer Interface Web services provide a range of methods that allow you
to perform the following functions:
„
register new customers in the Contact Center Multimedia database
„
log on or log off existing customers
„
update customer logon credentials
„
create customer contacts
„
update customer details
„
read customer information
„
review a customer contact history
„
request immediate or scheduled callback requests
„
read a contact
„
create and maintain a Web communications chat session
ATTENTION
If you want to use e-mail or callbacks in your Customer
Interface Web methods, you must have the appropriate
licensing for your agents. For example, to request an
immediate or scheduled callback request, you must have agent
licenses for Outbound contacts.