AltiWeb™ Manual 2/2008 4404-0001-5.
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 Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 License Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 AltiWeb Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Installing AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 AltiWeb Directory Files . . . . . .
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AltiWeb AltiWeb AltiWare Contact Center (ACC) 5.2 and AltiWare Contact Manager (ACM) 5.2 integrate 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 Previous Release, 5.1 Beginning with Release 5.1, AltiWeb uses SIP IPTalk to replace H.323 IP talk. • Supports connection through CTProxy • SIP-based VoIP connection System Requirements • Server System: With ACC 5.
AltiWeb Components AltiWeb Components Figure 1. AltiWeb Component Overview Installing AltiWeb Make sure AltiWare ACC/ACM Release 5.2 has been installed on the system and the link to the network is enabled before continuing with AltiWeb setup. Important: Only one AltiWeb client can be opened on a PC. 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 Default Web Site WebCall Figure 2. Logical AltiWeb installation in IIS 5. Verify the physical location of the AltiWeb directory by right-clicking “Web Call,” on the Virtual Directory tab of the Properties dialog, the Local Path field shows AltiWeb’s physical location on the drive (by default, it is C:\Program Files\Altigen\altiweb). Figure 3.
AltiWeb Directory Files AltiWeb Directory Files The following are some of the AltiWeb directory files needed to run the AltiWeb application. • Contact.htm—Customer Information page for use with Auto Attendant • WebCallNew.htm—displays web call GUI • webcall.js—script for web call • WebCallCtrl.
AltiWeb For more information on configuring: • IVR Data: Refer to “Web URL Push/Web Sharing” on page 15. • Form Data: “Customizing Contactaltigen.htm” on page 8 or “Customizing Contact.htm” on page 13. Scenario 1—Caller Data from Web Page The following scenario, based on contactaltigen.htm, exemplifies the simplest implementation of AltiWeb. 1.
AltiWeb Directory Files Figure 5. Contactaltigen.
AltiWeb 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (AltiwebNew.htm) appears. Figure 6. AltiWeb window Note: If IPTalk is not installed on the caller’s computer (or it’s not configured correctly), an error message is displayed. 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. For details, refer to “Customizing Contactaltigen.htm” on page 8. 4.
AltiWeb Directory Files 5. If the call goes to an AltiAgent user, the Caller Data window shows the Form Data and URL history. Figure 7. Caller Data 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 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 Directory Files Figure 8. Contact.
AltiWeb 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (AltiwebNew.htm) appears. Figure 9. AltiWeb window with DialPad visible Note: If IPTalk is not installed on the caller’s computer (or it’s not configured correctly), an error message is displayed. 4. Once IPTalk 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 Directory Files 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 8. If the call goes to an AltiAgent user, the Caller Data window shows Form data, IVR data, and URL history. Figure 12. 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 section on “Viewing, Sharing, or Pushing Data” in the AltiAgent manual. Customizing Contact.htm You can use the Contact.
AltiWeb Directory Files 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 Web URL Push/Web Sharing An AltiAgent can push a URL or share a web page to a customer who makes a web call. For web sharing, an agent can select one of the URLs in the URL sharing list and share it with a customer, who can see the same page as the agent. When the agent clicks the link in the sharing page, the customer can see the update. Figure 13.
Uninstalling AltiWeb Uninstalling AltiWeb 1. In the Windows Control Panel, select Add/Remove Programs. 2. Choose AltiWeb 5.2 and click the Add/Remove or Change/Remove button, depending on which version of Windows you’re running. 3. Click OK in the dialog box to confirm you want to remove AltiWeb, and respond to any additional prompts. AltiWeb Security AltiWeb uses Microsoft IIS as a web server, which poses web server security issues common to all Microsoft users.
AltiWeb 3. Set it for Daily at 8:00 PM Figure 14. Norton AntiVius Realtime Protection window To receive updates on the fly, click the File menu, choose LiveUpdate, and get the latest virus definition. Enable Real-Time scan 1. Click the Configuration menu and choose File System Realtime Protection. 2. Check Enable File System Realtime Protection. 3. Choose All Files for File Types. 4. Check Display message on infected computer. 5.
AltiWeb Security 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. Choose All Files for File Types and set the CPU utilization for 50%. 6. Click OK and Save. Now you have set it for daily scan for all files on your hard drives.
