AltiWeb™ Manual 02/2004 0000-0001-5.
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.
Contents New in Version 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 License Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 AltiWeb Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Installing AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 AltiWeb Directory Structure . .
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AltiWeb AltiWeb AltiServ Contact Center 5.0/AltiContact Manager 5.0 integrates 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 Version 5.0 • Web Call Back - allows a web surfer to make a call back request through AltiContact Manager to connect an agent with this customer.
AltiWeb Components AltiWeb Components Figure 1. AltiWeb Component Overview Installing AltiWeb Make sure AltiServ Contact Center/AltiContact Manager Release 5.0 has been installed on the 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 ACC/ACM is running. 2. Exit all Windows applications. 3.
AltiWeb 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. Default Web Site WebCall Figure 2. Logical AltiWeb installation in IIS 5. Verify the physical location of the AltiWeb directory by right-clicking the Default Web Site, and selecting Properties.
AltiWeb Directory Structure 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.
AltiWeb • 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.
AltiWeb Directory Structure The IVR data comes from the Auto Attendant/Collect The Form Data come from the
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.
AltiWeb Directory Structure 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (altiweb.htm) appears. Figure 6. The AltiWeb window Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. Note: This scenario directly dials a preset extension. You can also set the AltiWeb window to display a DialPad the caller can use to dial any extension.
AltiWeb 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 section on “Viewing, Sharing, or Pushing Data” in the AltiAgent Manual. Customizing Contactaltigen.htm You can use the Contactaltigen.
AltiWeb Directory Structure 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. 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").
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.
AltiWeb Directory Structure 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (altiweb.htm) appears. Figure 9. AltiWeb window with DialPad visible Note: 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 VoIP port, the web caller sees the Customer Support page, and hears a prompt requesting the selection of Sales or Tech support.
AltiWeb 5. The caller selects Sales, and the Customer ID window (customerid.htm) appears. Figure 10. Customer ID window 6. Once the caller enters the customer ID and clicks Submit, the Product ID window (productid.htm) appears. Figure 11. Product ID window 7. After the caller enters the product ID and clicks Submit, the web caller is routed to the proper extension.
AltiWeb Directory Structure 8. If the call goes to an AltiAgent user, the Caller Data window shows Form data, IVR data, and URL history. Figure 12. 9. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent and caller can share web pages. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data” in the AltiAgent manual. Customizing Contact.htm You can use the Contact.
AltiWeb 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. 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 = "").
AltiWeb Directory Structure Configuring IVR for Scenario 2 Scenario 2 demonstrates how to use AA/IVR 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. IVR_top.htm 2 1 sales_cid.htm sales_pid.htm 3 4 Figure 13.
AltiWeb Configuring IVR Note: For detailed instructions, refer to IVR Configuration in the AltiWare System Installation & Administration Manual or AltiContact Manager System Administration Manual. 1. Run IVR. 2. Select 0-expand tree. Figure 14. 3. "0 - expand tree" window 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.
AltiWeb Directory Structure 4. Select 1-get digits. Figure 15. "1-get digits" window 5. Make the following entries, and click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of 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.
AltiWeb 6. Select &-get digits. Figure 16. 7. "& - get digits" window Make the following entries, then click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of 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.
AltiWeb Directory Structure 8. Select &-to extension. Figure 17. "& - to extension" window 9. Make the following entries, then click OK. • Type an Item Name, if desired. • Select Call - To Ext/Workgroup from the Actions dropdown. • Select the Extension 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.
AltiWeb Uninstalling AltiWeb 1. From the Windows Start menu, select Programs Uninstall AltiWeb 5.0. AltiWeb 5.0 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 5.0 and click the Add/Remove or Change/Remove button, depending on which version of Windows you’re running. 3.
AltiWeb Security To receive updates from the Symantec LiveUpdate web site 1. Click on File menu and choose schedule updates 2. Check enable scheduled automatic updates and click Schedule button 3. Set it for Daily at 8:00 PM To receive updates on the fly, Click on File menu and choose LiveUpdate and get the latest virus definition. Enable Real-Time scan 1. Click on Configuration menu and choose File System Realtime Protection 2. Check Enable File System Realtime Protection 3.
AltiWeb 7. Check Exclude selected files and folders and click Exclusions button 8. Enable Check file for exclusion before scanning and click Files/ Folders button 9. Find and check Altiserv and Postoffice folders and click OK Schedule Daily Full Scan on all drives 1. Choose Edit menu and New Scheduled Scan 2. Edit the job name, ex, Daily Full Scan. Click Next 3. Set the frequency as Daily 9:00 PM and click Next 4. Check all the local hard drives and click Options 5.
AltiWeb Security 24 AltiWeb
