Avaya Multimedia Contact Center User's Manual
Contents
1. Welcomebanners gif Multimedia Contact Center Multimedia Contact Center Web Developer Guide 46 Chapter 4 Customizing Multimedia Contact Center NN40040 100 Index 47 Index A Agent software 17 ASPs 19 Bookmarks creating and distributing 44 exporting 44 Busy phone line message 26 C Call command 16 data call 16 in HTML forms 17 voice and data call 16 Call failed message 27 Call preferences incorrectly formatted message 25 Call setup messages 22 Call types agent centric 16 call command 16 caller centric 16 voice and data 16 CallerSetup html customizing 42 CallSetup message 22 CGI scripts 9 call command 16 optional CGI parameters 16 parameters 16 refresher 16 URL encoded hypertext link interface 18 Choose how to connect message 25 Connected message 28 copyright 2 Customizing CallerSetup html 42 CallSetup html 41 CallSetup html customizing 41 LaunchMonitor html 42 msg html 41 Refresh html 43 Refresh txt 43 txt files 44 F Favorites creating and distributing 44 exporting 44 First time callers message 22 Follow me browsing ASPs 19 JavaScript 19 FORM tag 9 G Graphics 45 H how to get help support 7 HTML forms call command parameters 17 HTML syntax FORM tag 9 HTML frames 18 Interfaces creating 31 J JavaScript 19 L LaunchMonitor html customizing 42 Lines busy message 26 Messages busy phone line 26 call failed 27 call prefer2. Multimedia Contact Center Web Developer Guide BCM50 3 0 Contact Center Document Status Standard Document Number NN40040 100 Document Version 02 01 Date August 2007 NORTEL Copyright 2005 2007 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 trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Task list 3 Task list To download web pages or view lists of pages i 32 JTo pustamize wel Para ke here 34 To customize an Msg html file for the ABC Computer Company an overview 34 To customize an MSG html file for the ABC Computer Company an overview 34 To upload Spanish language status and error messages an overview 35 Te ace the MMCC eae accede ee 25 Te upload or delete customized files nennen 36 Te ipa Medie T 40 Toorat a Re eee
3. e customizing messages see About customizing Multimedia Contact Center web pages on page 41 e uploading web pages see Uploading or deleting web pages on page 36 creating and distributing web page lists see Creating and distributing web page lists on page 44 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 FORM 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 as a result of performing a Multimedia Contact Center operation or from following a link from a previous page Multimedia Contact Center Web Developer Guide 10 Chapter1 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 the Fully Qualified Domain Name FQDN or IP address of the Business Communications Manager system or if behind a firewall the FQDN or IP address of the externally accessible host that forwards requests
4. 44 Multimedia Contact Center Web Developer Guide 4 Task list NN40040 100 Contents 5 Contents HowTo ger REIH 5 a un 7 Chapter 1 Getling Started ccc cceicdccdaseenienies ini aLe 9 Prerequisites for customizing Multimedia Contact Center web pages 9 PIRANO ETELE EA E L ai DEN edd pd epe 10 AGPODVIMIS nn ana a RETE ASSESS dde qe 10 Symbols and text conventions au u li La 11 Related publications errori RE AUD Tara hier 12 Chapter 2 Integrating Multimedia Contact Center with a website 15 Multimedia Contact Center call types een 15 Multimedia Contact Center CGI parameters 16 Optional Multimedia Contact Center CGI parameters 16 How Multimedia Contact Center launches calls LL 16 Using call command parameters in HTML forms eese 17 Placing a browser only call to an agent Te Using a URL encoded hypertext link interface 18 Using Multimedia Contact Center with HTML frames 18 Tips for designing a website to work with Multimedia Contact Center 19 Chapter 3 Multimedia Contact Center messages 21 Call setup MESSAGES ineinander 22 Gell opus PANE ils s oid cree caro E aed ee eal nek eee 22 Calar senp PAS Larisa reo add a qp PROPORRE ES a en ai 23 Status and error massages siii ae a da Pia 24 Multimedia Contact Center unavailable message 24 No agents logged on me
5. it in a shared directory on your network and tell the Multimedia Contact Center Administrator to notify agents to import the list Note You must use Internet Explorer for the web page lists you create and distribute Other browsers are not supported To create a list of web pages 1 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 9 a PR o N 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 NN40040 100 Chapter 4 Customizing Multimedia Contact Center 45 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 36 nortel gif N RTEL vb_logo jpg vblogo3 gif
6. 40040 100 Chapter 4 Customizing Multimedia Contact Center 43 You can alter the style of LaunchMonitor 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 If Multimedia Contact Center callers use pop up blocker applications not including the one enabled on their web browser they may not be able to use the Multimedia Contact Center caller monitor applet Callers must change the settings of their pop up blocker applications 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 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 hav
7. NES RM TTE 44 Creating and distributing web page lists 44 Multimedia Contact Center graphics 45 NN40040 100 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 signup for automatic notification of new software and documentation for Nortel equipment 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 Technical 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
8. age If the caller presses F5 the call is disconnected Call transferred message Callers see the following message when Multimedia Contact Center or an agent transfers the voice call NN40040 100 Multimedia Contact Center Message Nortel Multimedia Contact Center Your call has been routed to an area of our business that is not answering Multimedia Contact Center calls at this time Please try again later or contact us using another method Thank you for using Multimedia Contact Center Chapter 3 Multimedia Contact Center messages 29 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 Contact 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 30 Chapter 3 Multimedia Contact Center messages NN40040 100 31 Chapter 4 Customizing Multimedia Contact Center Customizing Multimedia Contact Center
9. ages 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 Multimedia Contact Center icon while Business Communications Manager is not operational Multimedia Contact Center Message Nortel Multimedia Contact Center We re sorry but Multimedia Contact Center could not complete your call at this time The Multimedia Contact Center server is not responding Possibly the system is down for maintenance or there 1s 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 NN40040 100 Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed There are no agents available to take your call at this time Please try again later Chapter 3 Multimedia Contact Center messages 25 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 Contact Center Message Nortel Multimedia Contact Center We re sorry but Multimedia Contact Center could not complete your call Either e the phone number that you entered as your calling preference is improperly formatted
10. all 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 the 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 simplest 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 apple
11. 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 FONT 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 e 1 PreferencesDataInterface e PreferencesDataCallerName Multimedia Contact Center Web Developer Guide 42 Chapter 4 Customizing Multimedia Contact Center e PreferencesDataCallerEmail e PreferencesDataPhoneBrowser e PreferencesDataCallerDN e PreferencesDataBrowserOnly to substitute 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 sec
12. ation of new software and documentation for Nortel equipment 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 Technical 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 NN40040 100 Chapter 1 Getting started 13 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 14 Chapter 1 Getting started NN40040 100 15 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
13. c Msg html Log on to Business Communications Manager using the ABC Computer Company name and password Upload the file Refer to Uploading or deleting web pages on page 36 NN40040 100 Chapter 4 Customizing Multimedia Contact Center 35 To upload Spanish language status and error messages an overview 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 32 Upload the files using the procedure in Uploading or deleting web pages on page 36 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 Adding MMCC interfaces You can create a new interface to help manage your customized files To create the interface enter a new interface name The new interface name must contain only alpha numeric characters and has a maximum length of 16 characters After you add the new interface name you can add customized files to your new interface You can also delete files from the customized interface The entire interface including all the customized files can be deleted by clicking the Delete link To add the MMCC interface 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 Messag
14. cause 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 but 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 fully qualified domain name gt to map the IP address of the BCM to the fully qualified domain name FQDN of the Win2000 server 2 On the BCM program the HOSTS file with lt ipaddress gt lt fully qualified domain name gt to map the IP address of the BCM to the FQDN of the Win2000 server Multimedia Contact Center Web Developer Guide 20 Chapter 2 Integrating Multimedia Contact Center with a website 3 Program the MMCC Public Hostname in Contact Center properties with fully qualified domain name gt of the Win2000 server 4 Use a web page that has been programmed with FQDN HREF http fully qualif
15. d their customized files Interface Commands default View media View Change Spanish View Change Delete ABCComputer View Change Delete Click View Change in the command column of the media interface The MMCC Interface Files window opens Click Add 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 NN40040 100 Chapter 4 Customizing Multimedia Contact Center 41 5 Inthe Media File Name field enter the name of the file you want to upload Note Before you upload any file ensure the file extensions in the Media File Name field and the From Local File field match exactly 6 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 7 Click Submit The file uploads to the media interface directory About customizing Multimedia Contact Center web pages You 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 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
16. e not yet been implemented in the Contact Center so they have a value of 0 This is the list of parameters 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 AIQisthe Agents in the skillset e CIQisthe Calls in the skillset e ANWTIQ is the Expected Wait Time EWT in the skillset hh mm LWTIQ is the Longest wait time in the skillset hh mm e PIQ is the position in the skillset e AVWTIQ is the average wait time hh mm Multimedia Contact Center Web Developer Guide 44 Chapter 4 Customizing Multimedia Contact Center 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 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
17. ection I CallSetupDatal b Click the Connect Nofe fhere 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 When you are ready click Connect Note After you click Connect do not click the Refresh Reload icon or press F5 NN40040 100 Chapter 3 Multimedia Contact Center messages 23 Caller setup page Callers see the following HTML page after they click the Connect button on the Multimedia Contact Center Preferences and Connection form After the caller clicks the link Click here to connect to an agent using Multimedia Contact Center on this page the caller monitor applet launches even when the caller s web browser has been set to block pop ups N RTEL TD Click here to connect to an agent using Multimedia Contact Center If you chose to connect by Phone and Browser your phone should ring after clicking the above link completing the call to the destination you selected If you chose to connect by Browser Only your Internet session will begin after clicking the above link If your phone is does not ring please try your call again Multimedia Contact Center Web Developer Guide 24 Chapter 3 Multimedia Contact Center messages 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 mess
18. ences incorrectly formatted 25 call transferred 28 CallSetup 22 choose how to connect 25 connected 28 customizing 34 downloading 32 first time callers 22 lines busy 26 Multimedia Contact Center unavailable 24 no agents logged on 24 Multimedia Contact Center Web Developer Guide 48 Index no answer 27 no phone lines available 26 refresh 29 server down 24 27 session completed 26 uploading 36 user busy 26 viewing 32 web refresh 29 Msg html customizing 41 Multimedia Contact Center agent software 17 CGI parameters 16 graphics 45 optional CGI parameters 16 restricting access to 16 URL encoded hypertext link interface 18 using HTML frames 18 Multimedia Contact Center unavailable message 24 N No agents logged on message 24 No answer message 27 No phone lines available message 26 Nortel distributor 7 P Phone line busy message 26 Plug ins 19 Prerequisites 9 R Refresh message 29 Refresh html customizing 43 Refresh txt customizing 43 Refresher CGI scripts 16 regulatory information 2 related publications 12 Restricting access to Multimedia Contact Center 16 S Server down message 24 27 Session completed message 26 Skillset IDs 10 support 7 express routing code 7 how to gethelp 7 Nortel reseller 7 Nortel Solutions Center 7 Nortel Web site 7 T trademarks 2 txt files customizing 44 U User busy message 26 W Web page lists about 44 creating and distributing 44 d
19. ession for either a phone and browser call or a browser only call to ensure that the next call opens in a new and full sized browser window Note All agents must close unused browser windows at the end of a browser Multimedia Contact Center Web Developer Guide 16 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 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 i
20. et01 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 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 18 Chapter2 Integrating Multimedia Contact Center with a website The following HTML code is an example of a data exchange only c
21. has no available phone lines NN40040 100 Multimedia Contact Center Message Nortel Multimedia Contact Center Sorry your call could not be completed All Multimedia Contact Center lines are currently busy Please try again later Chapter 3 Multimedia Contact Center messages 27 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 Contact Center Message Nortel Multimedia Contact 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 Contact Center Message Nortel Multimedia Contact 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 Multimedia Contact Center Web Developer Guide 28 Chapter 3 Multimedia Contact Center messages Connected message Callers see the following message when they connect to an agent Multimedia Contact Center Message Nortel Multimedia Contact Center Welcome to our Multimedia Contact Center system You are now connected with an agent Note When a caller receives the connected message web page the caller cannot press F5 to refresh their web p
22. ibuting lists of web pages see Creating and distributing web page lists on page 44 creating customized interfaces see Multimedia Contact Center graphics on page 45 Multimedia Contact Center Web Developer Guide 22 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 Contact Center Preferences and Connection Multimedia Contact Center connects you to an agent when one becomes available This page sets your connection preferences and lets you connect The next time you click on the Multimedia Contact Center link these preferences will be used Bookmark this page to change your settings in the future Please make sure you have Sun Java Runtime Environment 1 5 0 or a higher version installed Click here to test your current Sun Java version Click here to download the latest version Please complete the following information Full Name CallSetupDa required 3 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 Ifyou have a separate free phone line you can number receive the Voice portion of the session while es conducting the Browser portion of the session including area code over your Internet conn
23. ied domain name gt lt port number gt 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 NN40040 100 21 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 contact the business and provide callers with updates about the progress of their call You can customize the default Multimedia Contact Center message templates create lists of web pages that Multimedia Contact Center agents push to callers 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 22 e Status and error messages on page 24 e Web refresh message on page 29 e downloading message templates see Downloading web pages and viewing web page lists on page 32 e customizing messages see Customizing web pages on page 33 e uploading web pages see Uploading or deleting web pages on page 36 creating and distr
24. ing Contact Center The Voice Messaging Contact Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens Click Contact Center The Contact Center page opens Multimedia Contact Center Web Developer Guide 36 Chapter 4 Customizing Multimedia Contact Center 6 Click Customize MMCC Files The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media ViewsChange Spanish View Change Delete ABCComputer View Change Delete 7 Click Add The Add MMCC Interface page appears Add MMCC Interface Create a new MMCC interface to help manage your customized files New Interface Name Submit Cancel 8 Enter the New Interface Name It must be alpha numeric characters and a maximum of 16 characters 9 Click Submit 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 view or 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 2 Click the Applications folder NN40040 100 Chapter 4 Customizing Multimedia Contact Center 37 3 Click Voice Messaging Contact Center The Voice Mes
25. invoke Multimedia Contact Center by clicking a Multimedia Contact Center link or icon on a web page Callers can access Multimedia Contact Center from an HTML form from a hypertext link to a URL Both these methods of accessing Multimedia Contact Center use one web interface that executes 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 FQDN 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 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 s
26. k View for the default interface to see the list of default files The default subfolder only contains the set of default web page templates and text substitutions The default files list appears in a new browser page 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 htrml 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 download a file right click the download link click Save As and save the file to your PC Note If you click the View Change for a customized interface you see a list of the customized files you uploaded to the BCM If you have not uploaded any files the folder is empty 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 Multimedia Contact Center Web Developer Guide 34 Chapter 4 Customizing Multimedia Contact Center Note Do not change the location of the Multimedia Contact Cente
27. or 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 page Multimedia Contact Center Message Nortel Multimedia Contact 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 Multimedia Contact Center Web Developer Guide 26 Chapter 3 Multimedia Contact Center messages Session completed message Callers see the following message after they click the Hangup button on the Multimedia Contact Center caller interface Multimedia Contact Center Message Nortel Multimedia Contact Center Thank you for usmg Multimedia Contact Center User busy message Callers see the following message if their call cannot be completed because their phone line is busy Multimedia Contact Center Message Nortel Multimedia Contact 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
28. ownloading 32 exporting 44 uploading 36 viewing 32 Web pages customization example 34 Web refresh message 29 NN40040 100
29. r default files gt 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 32 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 36 Downloading customizing and uploading pages To customize an Msg html file for the ABC Computer Company an overview 1 5 Download the MSG html template from Business Communications Manager to your desktop Refer to Downloading web pages and viewing web page lists on page 32 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 Log on to Business Communications Manager using the ABC Computer Company User ID and password Upload the file see Uploading or deleting web pages on page 36 Overviews of downloading customizing and uploading pages To customize an MSG html file for the ABC Computer Company an overview 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 32 Customize the MSG html file Save the new customized file in your local directory Save the new file with a new name such as ab
30. 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 8 Howto get help NN40040 100 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 system administrator can 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 32
31. s 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 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 NN40040 100 Chapter 2 Integrating Multimedia Contact Center with a website 17 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 16 and Optional Multimedia Contact Center CGI parameters on page 16 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 sks
32. saging Contact Center panel appears 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu page opens 5 Click Contact Center The Contact Center page opens 6 Click Customize MMCC Files The Customize MMCC window opens Customize MMCC Manage interfaces and their customized files Interface Commands default View media View Change Spanish X View Change Delete ABCComputer Yiew Change Delete 7 Click View Change in the command column of the interface to which you want to upload or view files Multimedia Contact Center Web Developer Guide 38 Chapter 4 Customizing Multimedia Contact Center In this example View Change was clicked for the customized interface named Spanish Note If you click the View Change for a customized interface you see a list of the customized files you uploaded to the BCM If you have not uploaded any files the folder is empty The MMCC Interface files page opens 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 Spanish File Commands NN40040 100 Chapter 4 Customizing Multimedia Contact Center 39 8 Click Add The Add Customized File window opens Add Customized File Upload a customized MIMCC file to this interface When uploading a new fle which has the same name as an existing interface file the exis
33. ssage eee eee 24 Bad calling preferences message eee ees 25 Choose how to connect Massage ci iii iii RR tori ran a 25 Session completed message nennen nennen 26 User busy TUOSSOUD nass sn u au gt 26 lungs DUSYINGSSEOS ass a REL 26 Make call failed message siii ERRE RL 27 e ance messe sui Se ke oS er knee ai 27 Connected Message scri 2444 04 RATE 28 Galltransferred message 4340103 IC es re 28 Web refresh message escas ka fc aan a an aa an aan a a 29 Multimedia Contact Center Web Developer Guide 6 Contents Chapter 4 Customizing Multimedia Contact Center 31 Using customized interfaces occ eee cose an neon aan 31 Downloading web pages and viewing web page lists 32 Customizing web pages iii ira een eee senna ees 33 Downloading customizing and uploading pages 34 Overviews of downloading customizing and uploading pages 34 Adding MMCC Interfaces iussa eec meer xem ann 35 Uploading or deleting web pages cece ees 36 About customizing Multimedia Contact Center web pages 41 Cuslemizing Meg iml esi LER bea Tana CERI TRI ra Li 41 Customizing GallSetup html ccc cc ili ii i 41 Customizing CallerSetup html 0 000 eee 42 Customizing LaunchMonitor html sss erre ER CR i a 42 Pop up blocker applications aussen ne RR nn 43 Customizing Refresh html sce Aro RR xxr ia aa 43 Stomen PA
34. t 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 NN40040 100 Chapter 2 Integrating Multimedia Contact Center with a website 19 The following example shows the use 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 be
35. ting file will be replaced with the new file Interface Spanish File Name AgentSetup html From Local File Browse Note Before you upload any file ensure the file extensions in the File Name drop down list and the From Local File field match exactly 9 To upload files a From the File Name drop 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 Note If you upload a media file use the relative path ivb media to see uploaded media files For example if you upload the file logo jpg to the media interface in acustom HTML file reference the file by including a tag such as lt IMG SRCz ivb media logo jpg gt 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 Multimedia Contact Center Web Developer Guide 40 Chapter 4 Customizing Multimedia Contact Center 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 Click Customize MMCC Files The Customize MMCC window opens Customize MMCC Manage interfaces an
36. tion of the CallerSetup page but you must maintain the syntax of the following link lt a href javascript doVBLink gt lt FONT COLOR blue gt Click here to connect to an agent using Multimedia Contact Center lt FONT gt lt a gt You may change the text Click here to connect to an agent using Multimedia Contact Center that is displayed to the caller Do not change anything else on the page 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 PARAM NAME param name VALUE param value 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 NN
37. to the Business Communications Manager the name of the Business Communications Manager account 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 NN40040 100 Chapter 1 Getting started 11 Symbols and text conventions These symbols are used to Highlight critical information for the BCMS0 system Caution Alerts you to conditions where you can damage the equipment j Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work AN improperly Note Alerts you to important information gt Tip Alerts you to additional information that can help you perform a task gt 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 Fzud Command line prompts on display telephones the top line of the display Underlined word in capital letters FLAY Display button option Available on t
38. ustomized 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 Multimedia Contact Center Web Developer Guide 32 Chapter 4 Customizing Multimedia Contact Center Downloading web pages and viewing web page lists 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 Contact Center The Voice Messaging Contact 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 In this example the user created two customized interfaces Spanish and ABC Computer Customize MMCC Manage interfaces and their customized files Interface Commands default View media View sChange Spanish View Change Delete ABCComputer Yiew Change Delete NN40040 100 Chapter 4 Customizing Multimedia Contact Center 33 7 Clic
39. web pages involves Downloading web pages and viewing web page lists on page 32 e Customizing web pages on page 33 e Uploading or deleting web pages on page 36 e Creating and distributing web page lists on page 44 e Multimedia Contact Center graphics on page 45 Using customized interfaces The examples shown in this section are the default templates that are included 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 c
40. wo line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option Multimedia Contact Center Web Developer Guide 12 Chapter1 Getting started 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 BCM50 2 0 Library CallPilot Manager Set Up and Operation Guide NN40090 300 CallPilot Contact Center Telephone Administration Guide NN40040 600 Contact Center Set Up and Operation Guide NN40040 301 Contact Center Supervisor Guide NN40040 102 Multimedia Contact Center Set Up and Operation Guide NN40040 300 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 signup for automatic notific
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