Avaya Multimedia Contact Center User's Manual
Contents
1. Make call failed message Callers see the following message if their call cannot be connected because there is a problem with the Multimedia Contact Center server Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed A technical problem has occurred on your system Please contact us using another method No answer message Callers see the following message if they do not answer their phone Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed because you did not answer your phone If your phone did not ring please check your calling preferences and try again Connected message Callers see the following message when they connect to an agent Multimedia Call Center Message Nortel Networks Multimedia Call Center Welcome to our Multimedia Call Center system You are now connected with an agent Note When a caller receives the connected message web page the caller cannot press FS to refresh their web page If the caller presses F5 the call is disconnected N0935740 Chapter 3 Multimedia Contact Center messages 25 Call transferred message Callers see the following message when Multimedia Contact Center or an agent transfers the voice call Multimedia Call Center Message Nortel Networks Multimedia Call Center Your call has been routed to an area of our business2. Multimedia Contact Center Web Developer Guide BCM 4 0 Business Communications Manager Document Status Standard Document Version 02 Part Code N0935740 Date June 2006 NORTEL Copyright 2006 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation Task list 3 Task list To download web pages or view lists of pages 28 WO Btn Ze Reiser 30 An overview of customizing an MSG html file for the ABC Computer Company 30 Te upload ar delete customized Tles ua een 31 Topo Neale ner ann 33 To Bear ale Wel Bee 38 Multimedia Contact Center Web Developer Guide 4 Task list N0935740 Contents 5 Contents Chapter 1 G li SIGNES 6 uud 7 Prerequisites for customizing Multimedia Contact Center web pages 7 M EE RENNER et eee ee ORTE ER TER A ee ee 8 ACOMYS 52255824 ae RR RR 8 Symbols
3. 24 customizing 30 downloading 28 first time callers 20 lines busy 23 Multimedia Call Center unavailable 21 no agents logged on 21 no answer 24 Multimedia Contact Center Web Developer Guide 8 Index no phone lines available 23 refresh 25 server down 21 24 session completed 23 uploading 31 user busy 23 viewing 28 web refresh 25 Msg html customizing 35 Multimedia Call Center agent software 15 CGI parameters 14 graphics 39 optional CGI parameters 14 restricting access to 14 URL encoded hypertext link interface 16 using HTML frames 16 Multimedia Call Center unavailable message 21 N No agents logged on message 21 No answer message 24 No phone lines available message 23 P Phone line busy message 23 Plug ins 17 Prerequisites 7 R Refresh message 25 Refresh html customizing 37 Refresh txt customizing 37 Refresher CGI scripts 14 regulatory information 2 related publications 10 Restricting access to Multimedia Call Center 14 S Server down message 21 24 Session completed message 23 Skillset IDs 8 T trademarks 2 txt files customizing 37 U User busy message 23 W Web page lists about 38 creating and distributing 38 downloading 28 exporting 38 uploading 31 viewing 28 Web pages customization example 30 Web refresh message 25 N0935740
4. Browser only calls occurs if a caller clicks a link with the parameter cmd chat The caller does not want to communicate using the PSTN and wants to be connected in text chat mode only N0935740 Chapter 2 Integrating Multimedia Contact Center with a website 15 Using call command parameters in HTML forms You can use HTML forms to obtain and pass the parameters and values of the Multimedia Contact Center CGI script s call command See Multimedia Contact Center CGI parameters on page 14 and Optional Multimedia Contact Center CGI parameters on page 14 for a list of the valid parameters The following example displays an icon on the page which when clicked by the caller causes a call to be placed between the caller and the agent FORM action lt https lt bcmip gt ivb cgi bin vb exe gt method POST gt lt INPUT TYPE hidden NAME cmd VALUE call gt lt INPUT TYPE hidden NAME group VALUE skset01 gt lt INPUT TYPE hidden NAME return_url lt INPUT TYPE hidden NAME interface VALUE default VALUE http www caller com thanks_for_calling_us html gt lt INPUT TYPE image ALIGN MIDDLE SRC call_us_button gif BORDER 0 gt lt FORM gt The following example shows a list of skillsets to be called lt FORM ACTION lt https lt bcmip gt ivb cgi bin vb exe gt METHOD POST gt lt INPUT TYPE hidden NAME cmd VALUE call gt lt INPUT TYPE hidden NAME
5. and text conventions iii Ra aan aan 9 Related BUBIESUSNS ssaa a a e ERRATA na ER a ER 10 Chapter 2 Integrating Multimedia Contact Center with a website 13 Multimedia Contact Center call types seen nennen 13 Multimedia Contact Center CGI parameters 14 Optional Multimedia Contact Center CGI parameters 14 How Multimedia Contact Center launches calls 14 Using call command parameters in HTML forms 15 Placing a browser only call to an agent 15 Using a URL encoded hypertext link interface 16 Using Multimedia Contact Center with HTML frames 16 Tips for designing a website to work with Multimedia Contact Center 17 Chapter 3 Multimedia Contact Center messages 19 Call Setup MESSAQES erinnern san 20 Felsen AS 2 en a au ae Aueh 20 Status and error MBASSAGOS eu 21 Multimedia Contact Center unavailable message 21 No agents logged on message 2 00 cece eee eee 21 Bad calling preferences message eee eee ees 22 Choose how to connect message eee 22 Session completed message eee tees 23 User busy MESSAGE nennen sahen Aa da 23 Lines D sy MESSAQO ern une ae are eigener 23 Make call failed Message i iii a ar aaa 24 RESO ERE RO TE POCO TIPO CO TT 24 Connected MESSAGE paci ilaele le ee 24 Call transferred message n nennen nennen nennen 25 Web refresh M
6. interface VALUE default lt SELECT NAME group gt lt OPTION VALUE skset01 SELECTED gt Sales lt OPTION VALUE skset02 gt Technical Support lt OPTION VALUE skset03 gt Tracking Orders lt SELECT gt lt INPUT TYPE submit VALUE Call us now gt lt FORM gt Sales Call us now Placing a browser only call to an agent When an agent is on a call with a caller for example an agent who calls a caller before any Multimedia Contact Center interface is initiated the agent and caller can establish a Multimedia Contact Center browser only call With a browser only call the agent and the caller can share information using the URL push and text chat features of the Multimedia Contact Center agent and caller interfaces Multimedia Contact Center Web Developer Guide 16 Chapter 2 Integrating Multimedia Contact Center with a website The following HTML code is an example of a data exchange only call type using a URL encoded hypertext interface lt A HREF https bcm lt bcmip gt ivb cgi bin vb exe cmd chat amp skset 01 gt Click here to communicate over Click here to communicate over the Internet with a sales he Internet with a sales person person lt A gt Note cmd is equal to chat and not call By using this command no voice call is established between the caller and agent and no call setup preferences are needed Using a URL encoded hypertext link interface The simple
7. particular option Related publications This document refers to other related publications which appear in the following list To locate specific information you can refer to the Master Index of BCM 4 0 Library BCM 4 0 Administration Guide N0060598 CallPilot Manager Set Up and Operation Guide N0027247 CallPilot Contact Center Telephone Administration Guide N0060615 Contact Center Set Up and Operation Guide N0060620 Contact Center Supervisor Guide N0060621 Multimedia Contact Center Set Up and Operation Guide N0060626 N0935740 Chapter 1 Getting started 11 How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel T
8. that is not answering Multimedia Call Center calls at this time Please try again later or contact us using another method Thank you for using Multimedia Call Center Web refresh message Callers see the following message while they are waiting for a Multimedia Contact Center agent to become available You can create variations of this message to assure callers that their call is important and all agents are still busy Multimedia Call Center Web Refresh 1 All agents are currently busy We appreciate your patience and will be with you momentarily Note When a caller receives the web refresh web page the caller cannot press F5 to refresh their web page If the caller presses F5 the connected message web page appears and no further web refresh pages appear The caller must disconnect the call and try again Multimedia Contact Center Web Developer Guide 26 Chapter 3 Multimedia Contact Center messages N0935740 27 Chapter 4 Customizing Multimedia Contact Center Customizing Multimedia Contact Center web pages involves e Downloading web pages and viewing web page lists on page 28 e Customizing web pages on page 30 e Uploading or deleting web pages on page 31 e Creating and distributing web page lists on page 38 e Multimedia Contact Center graphics on page 39 Using customized interfaces The examples shown in this section are the default templates that are inc
9. TEL Main Logout Help Customize MMCC Mailbox Administration Manage interfaces and their customized files Interface Commands default View media View Change bob View Change Delete Add Auto Attendant Custom Call Routing Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID ONIS Routing Table Expected Wait Time Table Activity Codes Customize MMCC Files 3 Click View Change in the command column of the media interface The MMCC Interface Files window opens 4 Click Add Multimedia Contact Center Web Developer Guide 34 Chapter 4 Customizing Multimedia Contact Center N0935740 The Add Media File window opens NORTEL Main Logout Help Add Media File Upload a customized MMCC file to this interface Interface media Media File Name From Local File Browse Submit Cancel In the Media File Name field enter the name of the file you want to upload In the From Local File field enter the path of the file or click Browse to browse your PC for the file The path of the file you selected appears in the field Click Submit The file uploads to the media interface directory Chapter 4 Customizing Multimedia Contact Center 35 About customizing Multimedia Contact Center web pages You can customize web pages and upload them to Business Communications Manager You can cu
10. arameters that are sent All of these parameters are optional e UCID is the Unique Call Identifier e UQID is the Unique Skillset Identifier e AID is the Announcement ID from Contact Center e AIQ is the Agents in the skillset e CIQ is the Calls in the skillset e ANWTIQ is the Expected Wait Time EWT in the skillset hh mm e LWTIQ is the Longest wait time in the skillset hh mm e PIQisthe position in the skillset e AVWTIQ is the average wait time hh mm Customizing txt files Each HTML file has a corresponding txt file that contains the message text Lines in the txt file have the form Variable Message Change only this part Do not change the variable Refresh txt contains text greetings numbered that correspond to the Contact Center greeting numbers used in the skillset routing table Each text greeting in the refresh txt file is intended to correspond to a particular Contact Center greeting If corresponding text and voice greetings are used they must have similar content Note Only Msg txt and Refresh txt files contain text that you can modify gt Multimedia Contact Center Web Developer Guide 38 Chapter 4 Customizing Multimedia Contact Center Creating and distributing web page lists You can create bookmarked lists of web pages that agents can push to callers After you create a web page list export it in a shared directory on your network and tell the Multimedia Contact Center Administrator to n
11. contact the business and provide callers with updates about the progress of their call You can e customize the default Multimedia Contact Center message templates e create lists of web pages that Multimedia Contact Center agents push to callers e create interfaces which are sets of web pages specific to topics such as sales and service department or languages such as French Spanish and German For information about e default Multimedia Contact Center messages see e Call setup messages on page 20 e Status and error messages on page 21 e Web refresh message on page 25 e downloading message templates see Downloading web pages and viewing web page lists on page 28 e customizing messages see Customizing web pages on page 30 e uploading web pages see Uploading or deleting web pages on page 31 e creating and distributing lists of web pages see Creating and distributing web page lists on page 38 e creating customized interfaces see Multimedia Contact Center graphics on page 39 Multimedia Contact Center Web Developer Guide 20 Chapter 3 Multimedia Contact Center messages Call setup messages Call setup page shows the initial interface for callers Call setup page Callers see the following HTML form when they click the Multimedia Contact Center link on a web page Multimedia Call Center Preferences and Connection Multimedia Call Center connects you to an agent whe
12. echnical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller Multimedia Contact Center Web Developer Guide 12 Chapter 1 Getting started N0935740 13 Chapter 2 Integrating Multimedia Contact Center with a website This section describes how to use CGI scripts and HTML commands to control how Multimedia Contact Center is integrated with a company website Callers invoke Multimedia Contact Center by clicking a link or Voice Button icon on a web page Callers can access Multimedia Contact Center e from an HTML form e from a hypertext link to a URL Both these methods of accessing Multimedia Contact Center use one web interface that execute
13. er subfolders when you upload customized web pages NORTEL Main Logout Help MMCC Interface Files Manage the files of this interface To view a file right click the Download command and save it to your local computer Then open the file with the appropriate program Interface default File Commands AgentSetup html Download CallSetup html Download CallerSetup html Download LaunchAgent html Download LaunchMonitor html Download Msg html Download Msg txt Download Refresh html Download Refresh txt Download Close 8 To view a list of web pages click the link for the list you want to view or to download the default web pages if you want to customize Multimedia Contact Center web pages click the default link In this example we clicked the default link The list of default Multimedia Contact Center web pages appears 9 To download a file right click the link click Save As and save the file to your PC You can change the filename if necessary Multimedia Contact Center Web Developer Guide 30 Chapter 4 Customizing Multimedia Contact Center Customizing web pages You or your web developer can customize web pages and upload them to Business Communications Manager You can customize the default Multimedia Contact Center web pages or create your own Note Do not directly edit web pages gt Note Do not change the location of the Multimedia Contact Center defau
14. essage ss ei in Br 25 Multimedia Contact Center Web Developer Guide 6 Contents Chapter 4 Customizing Multimedia Contact Center 27 Using customized Interfaces occ eee eee ee ee eee a a 27 Downloading web pages and viewing web page lists 28 Customizing web Pages 2s 2sccceer ann anna isi senna eens 30 Downloading customizing and uploading pages 30 Overviews of downloading customizing and uploading pages 30 Uploading or deleting web pages cee ees 31 About customizing Multimedia Contact Center web pages 35 STA MECN PEPPE RR REI 35 Customizing Gallseup hiil 4224442210444 os boas teaser ide ak 35 Customizing CallerSetup html anna 35 Customizing LaunchMontor himli p22 i c atccenbedeatsseen cease hawrdadada 36 Pop up Blocker applications 22 lt ce0c0cssssa4oe ees HR aan 36 Customizing Refresh himli sera eier 37 Customizing BE MES coscia e ideri rara 37 Creating and distributing web page lists 38 Multimedia Contact Center graphics 39 N0935740 Chapter 1 Getting started This guide is about how a web developer integrates Multimedia Contact Center with a company website and customizes its Multimedia Contact Center web pages Multimedia Contact Center comes with a set of default web pages that can be displayed to web callers You can customize these pages to match the look and feel of your website You or the sys
15. executed in the script cmd must be equal to call to place a PSTN voice call or to chat to place a browser only call e group specifies the skillset to be called Contact your company Multimedia Contact Center administrator for the IDs of the skillsets that accept calls for your company For Contact Center the ID range is 01 50 For example group skset01 Note The value for skset must always be a two digit number Optional Multimedia Contact Center CGI parameters The following parameter can be passed to the Multimedia Contact Center CGI script e interface specifies the set of customized web pages to be used for the call Multimedia Contact Center uses HTTP cookies to store user preferences such as type of call to be made You can override these preferences with additional parameters to the call command The default interface the set of web pages that are supplied with Multimedia Contact Center is called default For more information see Chapter 4 Customizing Multimedia Contact Center How Multimedia Contact Center launches calls The Multimedia Contact Center CGI script executes commands in the Multimedia Contact Center system Several commands are available This section covers the call and chat commands which launch a phone and browser call or a browser only call between two parties Phone and browser calls use a PSTN voice connection This means a caller clicks a link with the parameter cmd call
16. hMonitor html but the colors and fonts must match the ones used in the caller monitor applet LaunchMonitor html is used within a frame defined in the Msg html file If you want to put more content on LaunchMonitor html page the frame must be resized by customizing the Msg html page Pop up blocker applications Pop up blocker applications used by Multimedia Contact Center callers prevent them from using the Multimedia Contact Center caller monitor applet Callers must change the settings of their pop up blocker to allow pop ups Once pop ups are allowed the caller can use the caller monitor applet successfully It is recommended that the web developer add a note that alerts the customer to turn off their pop up blocker allowing pop ups before placing a Multimedia Contact Center call Pop up blocker applications used by Multimedia Contact Center agents prevent them from using the Agent Notification application Agents must change the settings of their pop up blocker to allow pop ups Once pop ups are allowed the agent can use Agent Notification application successfully N0935740 Chapter 4 Customizing Multimedia Contact Center 37 Customizing Refresh html Do not alter the first line or put anything before it A table near the end of the default file describes the refresh parameters that can be used Note that some of the parameters have not yet been implemented in the Contact Center so they have a value of 0 This is the list of p
17. l Center We re sorry but Multimedia Call Center could not complete your call at this time The Multimedia Call Center server is not responding Possibly the system is down for maintenance or there is a network problem Please try again later No agents logged on message The following is the message callers see if there are no Multimedia Contact Center agents logged on Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed There are no agents available to take your call at this time Please try again later Multimedia Contact Center Web Developer Guide 22 Chapter 3 Multimedia Contact Center messages Bad calling preferences message Callers see the following message if the phone number they enter in the call setup page is improperly formatted or if Multimedia Contact Center does not provide service to their calling area Multimedia Call Center Message Nortel Networks Multimedia Call Center We re sorry but Multimedia Call Center could not complete your call Either e the phone number that you entered as your calling preference is improperly formatted or e the business does not provide phone service to the calling area specified in your phone number Please try your call again or contact us directly Choose how to connect message Callers see the following message if they do not specify their connection preferences in the call setup
18. lt files on Business Communications Manager To customize web pages 1 Download the web page or web page list you want to customize to your computer Refer to Downloading web pages and viewing web page lists on page 28 Customize the file or list of files Upload the customized files to Business Communications Manager using the procedure in Uploading or deleting web pages on page 31 Downloading customizing and uploading pages Overview of customizing an Msg htmi file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 28 Customize the MSG html file Save the new customized file in your local directory Save the new file with a new name such as abc_Msg html 4 Log on to Business Communications Manager using the ABC Computer Company User ID and password 5 Upload the file see Uploading or deleting web pages on page 31 Overviews of downloading customizing and uploading pages An overview of customizing an MSG html file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 28 Customize the MSG html file Save the new customized file in your local directory Save the new file with a new name such as abc_Msg html N0935740 Cha
19. luded with Multimedia Contact Center You can make copies of these pages and customize them to suit your company s needs Note The customizable interfaces are case sensitive When you create a new interface ensure that the HTML code references the title with the correct capitalization for example to reference the interface Testing ensure that the HTML reference is also Testing and not testing A set of customized files is known as an interface You can create several interfaces for a company website For example for a multilingual website you can create English French Spanish and German interfaces For a Business Communications Manager that supports several businesses you can create a different interface for each business To use customized interfaces for your website you must include the interface parameter with each call chat or setup comment you put on the website For example to use customized Spanish Multimedia Contact Center template pages from a hyperlink include the parameter interface spanish in the link When you upload the customized pages make sure you upload the customized Spanish pages to the interface named Spanish For an HTML form include a line similar to this example lt INPUT TYPE hidden NAME interface VALUE Spanish gt Multimedia Contact Center Web Developer Guide 28 Chapter 4 Customizing Multimedia Contact Center Downloading web pages and viewing web page list
20. n one becomes avalable This page sets your connection preferences and lets you connect The next tme you click on the Multimedia Call Center link these preferences will be used Bookmark this page to change your settings in the future Please complete the following information Full Name Bob Smith required 2 How would you like to connect Please select one By Phone and Browser Voice connection and Text Chat with an agent a Enter your phone If you have a separate free phone line you can number receive the Voice portion of the session while conducting the Browser portion of the session including area code over your Intemet connection 2919042 b Click the Connect Note there are no long distance charges button By Browser Only Text Chat with an agent a Click the Connect If you only wish to connect via text chat button zu 3 When you are ready click Connect N0935740 Chapter 3 Multimedia Contact Center messages 21 Status and error messages During a call a caller can see one or more of these status and error messages Multimedia Contact Center displays these messages by creating an instance of the HTML template file called MSG html Multimedia Contact Center unavailable message Callers see the following message if they click the voice button icon while Business Communications Manager is not operational Multimedia Call Center Message Nortel Networks Multimedia Cal
21. of the TARGET parameter lt FORM action https bcm lt bcmip gt ivb cgi bin vb exe method POST TARGET _VB gt lt INPUT TYPE hidden NAME cmd VALUE call gt lt INPUT TYPE hidden NAME group VALUE skset01 gt lt INPUT TYPE image ALIGN MIDDLE SRC call_us_button gif BORDER 0 gt lt INPUT TYPE hidden NAME interface VALUE default lt FORM gt Tips for designing a website to work with Multimedia Contact Center Follow me browsing does not work with links that use the JavaScript pseudo protocol Instead of encoding a link on your page as href javascript func use href onclick func return false Follow me browsing does not work for Active Server Pages within a frameset for callers who use Netscape 4 x Callers who use Internet Explorer or Netscape 6 x or 7 x do not have this problem Note Try to avoid incorporating downloaded plug ins that users might not have in your web pages because plug ins that users must install can require them to reboot their PCs Avoid using the JavaScript name command for example name myName to rename the user s browser window Multimedia Contact Center targets the name VB_OUTPUT for messages and URLs sent to the caller Customize Multimedia Contact Center template files for example Msg html to follow the look and feel of your website Add links from pages on your website to Multimedia Contact Center If your BCM is behind a Win2000 server with NAT b
22. ons where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work improperly Pi P Note A Note alerts you to important information gt Tip Alerts you to additional information that can help you perform a task gt Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure Warning Alerts you to remove the BCM 4 0 main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Multimedia Contact Center Web Developer Guide 10 Chapter 1 Getting started These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Displaybutton option Available on two line display shown in the bottom line of a two telephones Press thebutton button directly below line display telephone the option on the display to proceed Dialpad buttonsDialpad buttons ButtonsButtons you press on the dialpaddialpad to select a
23. otify agents to import the list gt Note You must use Internet Explorer for the web page lists you create and gt distribute Other browsers are not supported To create a list of web pages 1 9 a Ff Q N In your browser create a folder for the new list of web pages Create a folder name that is easy to identify Browse to the pages you want to bookmark Bookmark each page and save each bookmark in the folder you created To start the Import Export Wizard on the File menu click Import and Export Save the folder you created to a network drive Send an email to the agents that they should import the new folder into their Favorites In your email tell the Multimedia Contact Center agents where the web page list is located on the network Be sure to include the location of the folder in your message You can set up an address list of agents so you can notify all the agents with one email Whenever you create or update a web page list notify the agents to copy the list to their computer N0935740 Chapter 4 Customizing Multimedia Contact Center 39 Multimedia Contact Center graphics You can design web pages that include these Multimedia Contact Center graphics or you can upload your own graphics For more information refer to Uploading or deleting web pages on page 31 nortel gif NERTEL NETWORKS vb_logo jpg vblogo3 gif Welcomebanner3 gif N amp RTEL NETWORKS FD M
24. page Multimedia Call Center Message Nortel Networks Multimedia Call Center You must tell us how you would like to connect Please fill in your name in the space provided Then select either of the By Phone and Browser or By Browser Only radio buttons If you select By Phone and Browser then enter your valid phone number in the space provided N0935740 Chapter 3 Multimedia Contact Center messages 23 Session completed message Callers see the following message after they click the Hangup button on the Multimedia Contact Center caller interface Multimedia Call Center Message Nortel Networks Multimedia Call Center Thank you for using Multimedia Call Center User busy message Callers see the following message if their call cannot be completed because their phone line is busy Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed because your phone is busy Please try again later Lines busy message Callers see the following message if their call cannot be completed because Business Communications Manager has no available phone lines Multimedia Call Center Message Nortel Networks Multimedia Call Center Sorry your call could not be completed All Multimedia Call Center lines are currently busy Please try again later Multimedia Contact Center Web Developer Guide 24 Chapter 3 Multimedia Contact Center messages
25. pens Multimedia Contact Center Web Developer Guide 32 Chapter 4 Customizing Multimedia Contact Center 7 Click View Download Files to generate a list of available files The list appears in a new browser page The default subfolder contains the set of default web page templates and text substitutions You can create other subfolders when you upload customized web pages 8 Click Add The Add Customized File window opens NORTEL Main Logout Help Add Customized File Upload a customized MIMCC file to this interface Interface Custom File Name AgentSetup html From Local File Browse Submit Cancel 9 To upload files a From the File Name pull down list select the file you want to customize b Inthe From Local File field enter the path of the file or click Browse to browse your PC for the file The path of the file you selected appears in the field c Click Submit To delete files a From the MMCC Customize Files page Find the file you want to remove and click Remove in the commands column The file is deleted from the list N0935740 Chapter 4 Customizing Multimedia Contact Center 33 To upload a media file To upload a customized file for the media interface complete this procedure 1 From the CallPilot Manager Main Menu Web page click the Contact Center heading The Contact Center page opens 2 Click Customize MMCC Files The Customize MMCC window opens NOR
26. pter 4 Customizing Multimedia Contact Center 31 4 Log on to Business Communications Manager using the ABC Computer Company name and password 5 Upload the file Refer to Uploading or deleting web pages on page 31 Overview of uploading Spanish language status and error messages 1 Download the Msg html and Msg txt template files from Business Communications Manager to your desktop and customize them Refer to Downloading web pages and viewing web page lists on page 28 Upload the files using the procedure in Uploading or deleting web pages on page 31 a Click the Spanish link b Click Add c From the list of customizable file names select the Msg html file d Click Add File Uploading or deleting web pages After you customize Multimedia Contact Center web pages use this procedure to upload them to Business Communications Manager You can also use this procedure to delete any customized files that are outdated misnamed or misfiled To upload or delete customized files 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel Click the Applications folder Click Voice Messaging Call Center The Voice Messaging Call Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens Click Contact Center The Contact Center page opens Click Customize MMCC Files The Customize MMCC window o
27. s To customize a Multimedia Contact Center page download it to your computer customize it and then upload it to Business Communications Manager You can also view the lists of Multimedia Contact Center files that are on your system To download web pages or view lists of pages 1 Launch and log on to Element Manager The Element Manager opens with the Configuration tab selected in the Task Navigation Panel Click the Applications folder Click Voice Messaging Call Center The Voice Messaging Call Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens Click Contact Center The Contact Center page opens Click Customize MMCC Files The Customize MMCC window opens NORTEL Main Logout Help Customize MMCC Manage interfaces and their customized files Mailbox Administration Interface Commands default View Auto Attendant Custom Call Routing media View Change Add Networking Contact Center Agent List Skillset List General Properties Greetings Caller Input Rules CLID ONIS Routing Table Expected VVait Time Table Customize MMCC Files N0935740 Chapter 4 Customizing Multimedia Contact Center 29 7 Click View Download Files to generate a list of available files A list appears in a new browser page The default subfolder contains the set of default web page templates and text substitutions You can create oth
28. s the Multimedia Contact Center CGI script lt https lt bcmip gt ivb cgi bin vb exe gt where lt bcmip gt is the externally accessible FODN or IP address of your Business Communications Manager BCM Multimedia Contact Center call types Multimedia Contact Center supports two call types e Phone and browser calls integrate a standard voice call with a Contact Center agent and a Multimedia Contact Center browser call session with follow me browsing text chat and screen capture push e Browser only calls have the same browser features of phone and browser calls but no voice call component Note All agents must ensure that the Power Options on their PC is set to Always on to prevent the PC from entering a power saving mode When an agent s PC goes into a power saving mode hibernate sleep the time needed for the PC to wake up is too long to support a browser only text chat To access the Power Options panel in Windows use the following path Settings gt Control Panel gt Power Options gt Power Schemes For more details on how to configure your the power options for your PC refer to the Windows documentation Multimedia Contact Center Web Developer Guide 14 Chapter 2 Integrating Multimedia Contact Center with a website Multimedia Contact Center CGI parameters Two fundamental parameters are passed to the Multimedia Contact Center CGI script during call setup e cmd specifies the command to be
29. s a result of performing a Multimedia Contact Center operation or from following a link from a previous page Multimedia Contact Center Web Developer Guide 8 Chapter 1 Getting started In this document the server that Multimedia Contact Center is installed on is referred to as lt bcmip gt where e lt bcmip gt is the IP address of the BCM system The Contact Center system administrator must provide you with e the Fully Qualified Domain Name FQDN or IP address of the Business Communications Manager system or if behind a firewall the FODN or IP address of the externally accessible host that forwards requests to the Business Communications Manager e the name of the Business Communications Manager account e the IDs of the skillsets to be used for Multimedia Contact Center calls Audience This guide is intended for web developers and system administrators Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CLID Calling line identifier DNIS Dialed number identification service ERC Express routing code PSTN Public switched telephone network N0935740 Chapter 1 Getting started 9 Symbols and text conventions These symbols are used to Highlight critical information for the BCM 4 0 system Caution Alerts you to conditions where you can damage the equipment Danger Alerts you to conditi
30. st way to include the Multimedia link on a web page is to encode a call to the Multimedia Contact Center CGI script within a hypertext link Use this type of interface if you want callers to click an HTML link to place a call The following HTML code is an example of a URL encoded hypertext interface lt A HREF https bcm lt bcmip gt ivb cgi bin Click here to call our sales department vb exe cmd call amp group skset01 amp interface default gt Click here to call our sales department lt A gt When you encode the call to the CGI script from within a hypertext link e separate the options from the CGI command with a character e separate each parameter with a amp character Using Multimedia Contact Center with HTML frames Because the Multimedia Contact Center CGI script can return with a new page to be loaded in the browser such as the caller setup preferences page or the caller monitor applet page use the TARGET parameter in the lt FORM gt or lt A HREF gt tags if you use these within an HTML frame This ensures that the page that appears when the caller clicks the Multimedia link appears in a full web browser window If you do not specify the TARGET parameter the web page can appear in a small frame without functional scroll bars This can render the caller setup page useless N0935740 Chapter 2 Integrating Multimedia Contact Center with a website 17 The following example shows the use
31. stomize the default Multimedia Contact Center web pages or create your own Note Do not directly edit web pages Do not change the location of the Multimedia Contact Center default files on Business Communications Manager Customizing Msg html If you customize Msg html do not insert anything above or in front of the first line The first line is where the CGI script stores any response headers such as cookies You can alter the style elements of the page such as colors and fonts and the layout of the page The page uses a table to control the page width Do not change the names of any of the error codes and their body of text that are displayed to the user You can put tags such as lt FONT gt tags around the text to specify a certain style but do not change the error code names or the structure of the comments These blocks of text become uncommented by the CGI script when they are displayed to the user if an error occurs Do not alter the line MsgDataMsg Customizing CallSetup html You can customize the CallSetup page but you must maintain the syntax of the HTML form that is used Do not insert anything above or before the first line The CGI script uses the variables PreferencesDatalnterface e PreferencesDataCallerName PreferencesDataCallerEmail e PreferencesDataPhoneBrowser e PreferencesDataCallerDN e PreferencesDataBrowserOnly to substitute
32. tem administrator can e customize the default Multimedia Contact Center message templates e create and distribute lists of web pages that Multimedia Contact Center agents push to callers e test Multimedia Contact Center with your website by putting a link to the default first Multimedia Contact Center configuration from an unadvertised web page a page with no links leading to it For information about e the default Multimedia Contact Center messages see Chapter 3 Multimedia Contact Center messages e downloading message templates see Downloading web pages and viewing web page lists on page 28 e customizing messages see About customizing Multimedia Contact Center web pages on page 35 e uploading web pages see Uploading or deleting web pages on page 31 e creating and distributing web page lists see Creating and distributing web page lists on page 38 Prerequisites for customizing Multimedia Contact Center web pages To customize Multimedia Contact Center web pages you must know e web page development techniques including how to use frames and tables e HTML syntax especially the lt FORM gt tag e how to access CGI scripts e the host name where the Multimedia Contact Center service is installed Multimedia Contact Center uses a client browser with two windows One window contains an applet that provides the Multimedia Contact Center functionality The other window displays web pages either a
33. the values passed from the web page to the server and parameters obtained from the caller s http cookies Do not change or delete these variables Customizing CallerSetup html You can customize the body section of the CallerSetup page Do not change anything else on the page Multimedia Contact Center Web Developer Guide 36 Chapter 4 Customizing Multimedia Contact Center Customizing LaunchMonitor html Use the LaunchMonitor html page to launch the Multimedia Contact Center caller monitor applet Do not change the applet tag or the PARAM tags in the default LaunchMonitor html page The Multimedia Contact Center CGI script gives them the appropriate values to ensure that the caller monitor applet works correctly You can modify the colors used in the caller monitor applet by setting additional parameters in the LaunchMonitor html file You can set parameters by adding lt PARAM gt tags that specify foreground and background colors lt PARAM NAME param_name VALUE param_value gt These lines must be placed in the list with the other PARAM tags Valid param_names are e foreground e background e buttonforeground e buttonbackground Valid values of these parameters are red blue yellow green white cyan magenta orange gray and black The default values are black for the foreground oyster gray for the background black for the button foreground and oyster gray for the button background You can alter the style of Launc
34. ultimedia Contact Center Web Developer Guide 40 Chapter 4 Customizing Multimedia Contact Center N0935740 Index 7 Index A Agent software 15 ASPs 17 Bookmarks creating and distributing 38 exporting 38 Busy phone line message 23 C Call command 14 data call 14 in HTML forms 15 voice and data call 14 Call failed message 24 Call preferences incorrectly formatted message 22 Call setup messages 20 Call types agent centric 14 call command 14 caller centric 14 voice and data 14 CallerSetup html customizing 35 CallSetup message 20 CGI scripts 7 call command 14 optional CGI parameters 14 parameters 14 refresher 14 URL encoded hypertext link interface 16 Choose how to connect message 22 Connected message 24 copyright 2 Customizing CallerSetup html 35 CallSetup html 35 CallSetup html customizing 35 LaunchMonitor html 36 msg html 35 Refresh html 37 Refresh txt 37 txt files 37 F Favorites creating and distributing 38 exporting 38 First time callers message 20 Follow me browsing ASPs 17 JavaScript 17 FORM tag 7 G Graphics 39 H HTML forms call command parameters 15 HTML syntax FORM tag 7 HTML frames 16 Interfaces creating 27 J JavaScript 17 L LaunchMonitor html customizing 36 Lines busy message 23 Messages busy phone line 23 call failed 24 call preferences incorrectly formatted 22 call transferred 25 CallSetup 20 choose how to connect 22 connected
35. ut no firewall client installed and a caller sends a file to the agent the file is not received A message appears indicating that the page cannot be displayed To allow files to be received by the agent in this scenario complete the following steps 1 On the agent PC program the HOSTS file with lt ipaddress gt lt domain name gt to map the IP address of the BCM to the FQDN of the Win2000 server 2 Onthe BCM program the HOSTS with lt ipaddress gt lt domain name gt to map the IP address of the BCM to the FODN of the Win2000 server Multimedia Contact Center Web Developer Guide 18 Chapter 2 Integrating Multimedia Contact Center with a website 3 Program the FQDN in the Multimedia Admin as lt domain name gt I am not sure what the Multimedia Admin is Is it another file Please clarify 4 Usea web page that has been programmed with FQDN HREF http lt domain name gt 6800 for the customer to call from 5 Establish a call from the customer to the agent Screen captures and refresh pages now appear properly at both the agent and customer sites N0935740 19 Chapter 3 Multimedia Contact Center messages Multimedia Contact Center messages are web pages that are sent from a business web site to callers who are customers contacts or web surfers who have contacted the business These messages assist callers in making contact with the business give callers choices in the type of media they use to
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