Avaya Multimedia Call Center User's Manual
Contents
1. specifies the command to be executed in the script This must be equal to call to place a PSTN voice call or chat to place a browser only call e group specifies the skillset to be called Contact your company s Multimedia Call Center administrator for the IDs of the skillsets that accept calls for your company For Professional Call Center the ID range is 01 50 For Basic Call Center the range is 01 02 For example group sksetO1 Note The value for skset must always be a two digit number Optional Multimedia Call Center CGI parameters The following parameters can be passed to the Multimedia Call Center CGI script e interface specifies the set of customized web pages to be used for the call Multimedia Call 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 Call Center is called default For more information see Customizing Multimedia Call Center on page 25 P0935740 07 Chapter 2 Integrating Multimedia Call Center with a website 11 How MMCC launches calls The Multimedia Call Center CGI script executes commands in the Multimedia Call 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 parties2. Del All p Summary P E BCM 47 65 130 69 amp System Name Wukimadia Call Center Manager T Resources Services u amp Talephony Sernicas aia a IP Telephony Version Eee E amp Call Detall Recording anes amp LAN CTE Configuration G Console Serica Description Mukimeadia Call Centar amp Voice Mail Enter Helwork Password amp IP Routing G SNMP fog Please type your usei name and password amp 205 Monitor Web Cache Sie 4765 138 653 amp Het Link Mor amp Alarm Senice Realm BCH amp NAT amp VPN User Hame Policy Management amp NTP Client Settings Password BO Wanagernent amp Diagnostics Save this password in pour password list CE ml In the User Name box type your user name P0935740 07 Chapter 4 Customizing Multimedia Call Center 27 10 In the Password box type your password 11 Click the OK button The System Administration page appears Customize View download customizable files View Download Files Add upload or delete a customized file Interface name Aa Remote file name Aa Local fle id Browse Add File Delete File Multimedia Call Center Web Developer Guide 28 Chapter 4 Customizing Multimedia Call Center 12 Under the Customize heading click the View Download Files button to generate a list of the 13 14 files The list appears in a new bro
3. FORM gt Multimedia Call Center Web Developer Guide 14 Chapter 2 Integrating Multimedia Call Center with a website Tips for designing a website to work with Multimedia Call Center e Follow me browsing does not work with links that use the JavaScript pseudo protocol e Rather than encoding a link on your page as href javascript func instead use href onclick func return false e 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 will 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 e Avoid using the JavaScript name command for example name myName to rename the user s browser window Multimedia Call Center targets the name VB_OUTPUT for messages and URLs sent to the caller e Customize Multimedia Call Center template files msg html etc to follow the look and feel of your website e Add links from pages on your website to Multimedia Call Center P0935740 07 Chapter 2 Integrating Multimedia Call Center with a website 15 Call preferences the setup command Multimedia Call Center uses HTTP cookies to store information about the caller s call preferences The call preferences are whether to connect the call to the caller using PSTN voice and bro
4. Multimedia Call 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 MSG html P0935740 07 Chapter 3 Multimedia Call Center messages 21 Bad calling preferences message Callers see this message if the phone number they enter in the call setup page is improperly formatted or if Multimedia Call Center does not provide service to their calling area MSG html Multimedia Call Center Message Nortel Networks Multimedia Call Center We re sorry but Multimedia Call Center could not complete your call Fither 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 this message if they do not specify their connection preferences in the call setup 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 MSG html Multi
5. URL encoded hypertext interface lt A HREF hitps ocm lt domain 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 Call Center with HTML Frames Since the Multimedia Call 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 This example shows the use of the TARGET parameter lt FORM action https bcm lt domain 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 skset0O1 gt lt INPUT TYPE image ALIGN MIDDLE SRC call_us_button gif BORDER 0 gt lt INPUT TY PE hidden NAME interface VALUE default lt
6. Using call command parameters in HTML forms You can use HTML forms to obtain and pass the parameters and values of the Multimedia Call Center CGI script s call command See section Multimedia Call Center CGI parameters on page 10 and Optional Multimedia Call Center CGI parameters on page 10 for a list of the valid parameters This 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 host 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 hittp 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 This example displays a list of skillsets to be called lt FORM ACTION lt hitps lt host gt ivb cgi bin vb exe gt METHOD POST gt ales gt Call us now 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
7. 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 e PreferencesDatalnterface e PreferencesDataCallerName e PreferencesDataCallerEmail e PreferencesDataPhoneBrowser e PreferencesDataCallerDN S 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 section of the CallerSetup page Do not change anything else on the page P0935740 07 Chapter 4 Customizing Multimedia Call Center 33 Customizing LaunchMonitor html LaunchMonitor html is the page used to launch the Multimedia Call Center caller monitor applet Do not change the applet tag or the PARAM tags in the default LaunchMonitor html page The Multimedia Call Center CGI script gives them the appropriate values to ensure that the caller m
8. 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 TY PE hidden NAME interface VALUE Spanish gt Multimedia Call Center Web Developer Guide 26 Chapter 4 Customizing Multimedia Call Center Downloading web pages and viewing web page lists If you want to customize a Multimedia Call 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 Call Center files that are on your system To download web pages or view lists of pages 1 9 Point your web browser to the URL http bcm lt domain gt where lt domain gt is the domain name of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the Services key Click the Multimedia Call Center heading On the Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears Edit Conthpuration Perfomance F muli 4765 138 695 Comprehentive Summary Add Delete
9. web pages and upload them to Business Communications Manager You can customize the default Multimedia Call Center web pages or create your own Note Do not directly edit web pages gt Do not change the location of the Multimedia Call Center default 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 26 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 30 Overviews of downloading customizing and uploading pages An 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 26 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 name and password Upload the file Refer to Uploading or deleting web pages on page 30 An 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 customiz
10. 1 voice and data call 9 Call failed message 23 Call preferences incorrectly formatted message 21 Call preferences setup command 15 Call setup messages 18 Call types agent centric 9 callcommand 9 caller centric 9 voice and data 9 Caller preferences page 19 CallerSetup html customizing 32 CallSetup message 18 CGI scripts 5 callcommand 11 optional CGI parameters 10 parameters 10 refresher 11 URL encoded hypertext link interface 13 Choose how to connect message 21 Connected message 24 Customizing CallerSetup html 32 CallSetup html 32 CallSetup html customizing 32 LaunchMonitor html 33 msg html 32 Refresh html 33 Refresh txt 33 txt files 34 37 F Favorites creating and distributing 34 exporting 34 First time callers message 18 Follow me browsing ASPs 14 JavaScript 14 FORM tag 5 G Graphics 35 H Help 6 HTML forms call command parameters 11 HTML syntax FORM tag 5 HTML frames 13 Interfaces creating 25 J JavaScript 14 L LaunchMonitor html customizing 33 Lines busy message 22 M Messages busy phone line 22 call failed 23 call preferences incorrectly formatted 21 call transferred 24 CallSetup 18 choose how to connect 21 connected 24 customizing 29 downloading 26 first time callers 18 lines busy 22 Multimedia Call Center unavailable 20 no agents logged on 20 Multimedia Call Center Web Developer Guide 38 Index no answer 23 no phone lines available 22 Prefer
11. Part No P0935740 07 23 March 2004 Multimedia Call Center Web Developer Guide NORTEL NETWORKS 2 Multimedia Call Center Web Developer Guide Copyright 2004 Nortel Networks All rights reserved 2004 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 NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0935740 07 Contents Chapter 1 About Multimedia Call Center 0 00 ees 5 Prerequisites for customizing Multimedia Call Center web pages 5 HOV AA ois cxtiveuesta re nerehigeetdiedescdapesstistasanenaesaadua 6 Chapter 2 Integrating Multimedia Call Center with a website 9 Multimedia Call Center Call ty
12. access page in a directory that asks for user identification and a password By creating a log on page in front of the Multimedia Call Center page your customer can limit who is able to click the Multimedia Call Center icon Multimedia Call Center Web Developer Guide 16 Chapter 2 Integrating Multimedia Call Center with a website P0935740 07 17 Chapter 3 Multimedia Call Center messages Multimedia Call 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 Multimedia Call Center messages are messages that are sent from a business web site to callers who are customers contacts or surfers that have contacted the business These messages assist customers in making contact with the business give customers choices in the type of media they use to contact the business and provide updates about the progress of their call You can e customize the default Multimedia Call Center message templates e create lists of web pages that Multimedia Call 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 Ge
13. e them Refer to Downloading web pages and viewing web page lists on page 26 Upload the files using the procedure in Uploading or deleting web pages on page 30 e In the Interface name text box type spanish e In the Remote file name text box type msg html e In the Local file text box type the local path to the customized msg html file or use the Browse button to help you locate the file on your desktop e Click the Add File button Multimedia Call Center Web Developer Guide 30 Chapter 4 Customizing Multimedia Call Center Uploading or deleting web pages After you customize Multimedia Call 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 10 11 Point your web browser to the URL http bcm lt domain gt where lt domain gt is the domain name of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type your user ID In the Password box type your password Click the Login button The Unified Manager screen appears Click the Services key Click the Multimedia Call Center heading On the Tools menu click Multimedia Call Center Admin The Enter Network Password dialog box appears In the User Name b
14. ecome 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 REFRESH html P0935740 07 25 Chapter 4 Customizing Multimedia Call Center Customizing Multimedia Call Center web pages involves e Downloading web pages and viewing web page lists on page 26 e Customizing web pages on page 29 e Uploading or deleting web pages on page 30 e Creating and distributing web page lists on page 34 e Multimedia Call Center graphics on page 35 Using customized interfaces The examples shown in this chapter are the default templates that are included with Multimedia Call Center You can make copies of these pages and customize them to suit your company s needs 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 Call Center
15. ences 19 preferences saved 23 refresh 24 server down 20 23 session completed 22 subsequent callers 19 uploading 30 user busy 22 viewing 26 web refresh 24 Msg html customizing 32 Multimedia Call Center agent software 12 CGI parameters 10 graphics 35 optional CGI parameters 10 restricting access to 11 setup information bypassing 15 URL encoded hypertext link interface 13 using HTML frames 13 Multimedia Call Center unavailable message 20 N No agents logged on message 20 No answer message 23 No phone lines available message 22 P Phone line busy message 22 Plug ins 14 Preferences 19 Preferences saved message 23 Prerequisites 5 R Refresh message 24 Refresh html customizing 33 Refresh txt customizing 33 Refresher CGI scripts 11 Restricting access to Multimedia Call Center 11 S Saved preferences message 23 Server down message 20 23 Session completed message 22 Setup command call preferences 15 P0935740 07 Setup information bypassing 15 Skillset IDs 6 Subsequent callers message 19 Support 6 T Technical support 6 txt files customizing 34 U User busy message 22 W Web page lists about 34 creating and distributing 34 downloading 26 exporting 34 uploading 30 viewing 26 Web pages customization example 29 customizing 29 Web refresh message 24
16. le name box enter the name that you want to save the file as Click the Browse button and browse to the location of the file or enter the path name of the file in the Local File box Press the Add File button and check in the file list that the file is uploaded When you include the uploaded media on a web page use the relative path ivb media to refer to uploaded media files For example if you upload the file logo jpg to the media interface in a custom HTML files reference the file by including a tag such as lt IMG SRC ivb media logo jpg gt Multimedia Call Center Web Developer Guide 32 Chapter 4 Customizing Multimedia Call Center About customizing Multimedia Call Center web pages You can customize web pages and upload them to Business Communications Manager You can customize the default Multimedia Call Center web pages or create your own Note Do not directly edit web pages gt Do not change the location of the Multimedia Call 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
17. leting web pages on page 30 e creating and distributing web page lists see Creating and distributing web page lists on page 34 Prerequisites for customizing Multimedia Call Center web pages To customize Multimedia Call Center web pages you must know e Web page development techniques including using 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 Call Center service is installed Multimedia Call Center uses a client browser with two windows One window contains an applet that provides the Multimedia Call Center functionality The other window displays web pages either as a result of performing a Multimedia Call Center operation or from following a link from a previous page Multimedia Call Center Web Developer Guide 6 Chapter 1 About Multimedia Call Center In this document the server that Multimedia Call Center is installed on is referred to as bcm lt domain gt where e lt domain gt is the domain name of the business for example nortelnetworks com e bem is the hostname of the server within the domain The server is usually called bcm although any unique hostname within the domain is acceptable The Call 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 FQDN or IP address of the ex
18. lt FORM gt Multimedia Call Center Web Developer Guide 12 Chapter 2 Integrating Multimedia Call Center with a website 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 Call Center interface is initiated the agent and caller can establish a Multimedia Call 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 Call Center agent and caller interfaces This HTML code is an example of a data exchange only call type using a URL encoded hypertext interface lt A HREF hitps ocm lt domain 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 that 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 P0935740 07 Chapter 2 Integrating Multimedia Call Center with a website 13 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 Call 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 This HTML code is an example of a
19. media Call Center Web Developer Guide 22 Chapter 3 Multimedia Call Center messages Session completed message Callers see this message after they click the Hangup button on the Multimedia Call Center caller interface Multimedia Call Center Message Nortel Networks Multimedia Call Center Thank you for using Multimedia Call Center MSG html User busy message Callers see this 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 MSG html Lines busy message Callers see this 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 MSG html P0935740 07 Chapter 3 Multimedia Call Center messages 23 Make call failed message Callers see this message if their call cannot be connected because there is a problem with the Multimedia Call 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 MSG html Prefere
20. nces message Callers see this message after they enter their calling preferences in the call setup page Multimedia Call Center Message Nortel Networks Multimedia Call Center Your calling preferences have been saved MSG html No answer message Callers see this 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 MSG html Multimedia Call Center Web Developer Guide 24 Chapter 3 Multimedia Call Center messages Connected message Callers see this 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 MSG html Call transferred message Callers see this message when Multimedia Call 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 business 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 MSG html Web refresh message Callers see this message while they are waiting for a Multimedia Call Center agent to b
21. onitor 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 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 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 Call 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 i
22. or 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 oOo oo A Q N Send an email to the agents that they should import the new folder into their Favorites In your email tell the Multimedia Call 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 P0935740 07 Chapter 4 Customizing Multimedia Call Center 35 Multimedia Call Center graphics You can design web pages that include these Multimedia Call Center graphics or you can upload your own graphics For more information refer to Uploading or deleting web pages on page 30 nortel gif N RTEL NETWORKS zi O vblogo3 gif Welcomebanner3 gif NGRTEL NETWORKS PD Multimedia Call Center Web Developer Guide 36 Chapter 4 Customizing Multimedia Call Center P0935740 07 Index A Agent software 12 ASPs 14 B Bookmarks creating and distributing 34 exporting 34 Busy phone line message 22 C Call command 11 data call 9 in HTML forms 1
23. ow would you like to connect Please select one Ky 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 wa receive the Voice portion of the session while ti conducting the Browser portion of the session mcluding area code over your Internet connection eat s042 b Click the Connect Note there are Ho long distance charges button ng E By Browser Only Text Chat with an agent a Check the Connect If you only wish to connect via text chat button 3 When you are ready click Connect CallSetup html P0935740 07 Chapter 3 Multimedia Call Center messages 19 Preferences page Callers see this html form if they click the preferences link Callers can click the preferences link from the applet interface or a web page Multimedia Call Center Preferences Multimedia Call Center connects you to an agent when one becomes available This page sets your connection preferences The next time you click on the Multimedia Call Center link these preferences wil be used Bookmark this page to change your settings in the fiture Confirm or modify the following information Full Name Bob smith required Email Address bob nortel com optronal How would you like to connect Please select one By Phone and Browser Youre conmection aad Text Chat with an agent A Enter your phone number If you have a separate f
24. ox type your user name In the Password box type your password Click the OK button The System Administration page appears Customize View download customizable files View Download Files Add upload or delete a customized file Interface name Po Remote file name P Local Aa id Browse Add File Delete File P0935740 07 Chapter 4 Customizing Multimedia Call Center 31 To upload files a d In the Interface name box type the folder name you want to save the file in Either enter the name of an existing folder or type a new name If you type a new name a new folder 1s created The folder name is used as the interface parameter in links from your web site to Multimedia Call Center Multimedia Call Center messages on page 17 In the Remote File name box enter the name of the file for example LaunchMonitor html Click the Browse button and browse to the location of the file you customized for example ABCLaunch html or enter the path name of the file in the Local file box Click the Add File button To delete files a b In the Interface name box type the folder name you want to delete the file from In the Remote File name box enter the name of the file for example LaunchMonitor html Click the Delete File button To upload graphics such as gifs or jpegs or other media such as wav files or animated gifs a b Cc In the Interface name box type media In the Remote fi
25. pes 9 How Multimedia Call Center launches calls 9 Multimedia Call Center CGI parameters 10 Optional Multimedia Call Center CGI parameters 10 How As launches calS 24 05 pbb epi code Cos ae Cede i i 6 ed eee eds 11 Using call command parameters in HTML forms 11 Placing a browser only call to an agent 12 Using a URL encoded hypertext link interface 13 Using Multimedia Call Center with HTML Frames 13 Tips for designing a website to work with Multimedia Call Center 14 Call preferences the setup command 15 Restricting caller access to Multimedia Call Center 15 Chapter 3 Multimedia Call Center messages 17 Gall SR MASHA orn eh chew d oe ans eed to Era ieira pE ha a IA 18 Call setup page 18 AA aa DAUE cichcti creed dbus bneicdhdd ee cer e e sedges onite 19 Status and error MESSAGES 20 Multimedia Call Center unavailable message 20 No agents logged on message 20 Bad calling preferences message 21 Choo
26. ree phone line ine are you conreceve the Voice portion of the inclu arca code session while conducting the Browser E 55 0002 portion of the session over your Intemet commectron Chick the Update Multimedia Call Center preferences button Note there are no long distance charges Ky Browser Only Text Chat with an agent Click the Update If you only wish to commect wia text Mulhmedia Call Center poal preferences button 3 To update your preferences chek the button Update Multimedia Call Center preferences Preferences html Multimedia Call Center Web Developer Guide 20 Chapter 3 Multimedia Call Center messages Status and error messages During a call a caller can see one or more of these status and error messages Multimedia Call Center displays these messages by creating an instance of the HTML template file called MSG html Multimedia Call Center unavailable message Callers see this message if they click the voice button icon while Business Communications Manager is not operational Multimedia Call Center Message Nortel Networks Multimedia Call 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 MSG html No agents logged on message This is the message callers see if there are no
27. rman For information about e default Multimedia Call Center messages see e Call setup messages on page 18 e Status and error messages on page 20 e Web refresh message on page 24 e downloading message templates see Downloading web pages and viewing web page lists on page 26 e customizing messages see Customizing web pages on page 29 e uploading web pages see Uploading or deleting web pages on page 30 e creating and distributing lists of web pages see Creating and distributing web page lists on page 34 e creating customized interfaces see Multimedia Call Center graphics on page 35 Multimedia Call Center Web Developer Guide 18 Chapter 3 Multimedia Call Center messages Call setup messages Call setup page on page 18 shows the initial interface for callers Preferences page on page 19 shows the interface callers use for updating preferences Call setup page Callers see this HTML form when they click the Multimedia Call Center link on a web page Multimedia Call Center Preferences and Connection Multimedia Call Center connects you to an agent when one becomes available This page sets your connechon preferences and lets you connect The next tme you chek 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 arith requured 2 H
28. s the Unique Skillset Identifier e AID is the Announcement ID from Call 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 PIQ is the position in the skillset e AVWTIQ is the average wait time hh mm Multimedia Call Center Web Developer Guide 34 Chapter 4 Customizing Multimedia Call 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 Call Center greeting numbers used in the skillset routing table Each text greeting in the refresh txt file is intended to correspond to a particular Call Center greeting If corresponding text and voice greetings are used they must have similar content 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 Call Center Administrator to notify agents to import the list Note You must use Internet Explorer for the web page lists you create and distribute Netscape is not supported To create a list of web pages 1 In your browser create a folder f
29. se how to connect message 21 Session completed message 22 User busy message 22 LNSS DUS MOSSA fan4b cust IIIA EA sen cued bee 22 Make call failed message 23 Preferences message 23 N answer MESSAGE WIKI IWE 23 Connected message 24 Call transferred message 24 Web refresh message 24 Multimedia Call Center Web Developer Guide 4 Contents Chapter 4 Customizing MultimediaCallCenter 25 Using customized interfaces 25 Downloading web pages and viewing web page lists 26 Customizing web pages 29 Overviews of downloading customizing and uploading pages 29 Uploading or deleting web pages 30 Ve Se eee feo Fe eee Le Oe ob ee IA 31 About customizing Multimedia Call Center web pages 32 Cuslom mo INSU HIII nese cates 32 Customizing CallSetup html 32 Customizing CallerSetup html 32 Customizing La
30. tegrated with a company website Callers invoke Multimedia Call Center by clicking a link or voice button icon on a web page Callers can access Multimedia Call Center e from an HTML Form e from a hypertext link toa URL Both these methods of accessing Multimedia Call Center use one web interface that executes the Multimedia Call Center CGI script lt https lt host gt ivb cgi bin vb exe gt where lt host gt is the externally accessible FQDN or IP address Multimedia Call Center Call types Multimedia Call Center supports two call types Phone and browser calls integrate a standard voice call with a Call Center agent and a Multimedia Call 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 How Multimedia Call Center launches calls 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 Multimedia Call Center Web Developer Guide 10 Chapter 2 Integrating Multimedia Call Center with a website Multimedia Call Center CGI parameters Two fundamental parameters are passed to the Multimedia Call Center CGI script during call setup e cmd
31. ternally 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 Call Center calls How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com support email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com P0935740 07 CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com Chapter 1 About Multimedia Call Center 7 Multimedia Call Center Web Developer Guide 8 Chapter 1 About Multimedia Call Center P0935740 07 Chapter 2 Integrating Multimedia Call Center with a website This chapter is about using CGI scripts and HTML commands to control how Multimedia Call Center is in
32. unchMonitor html 33 Customizing Refresh html IIIA 33 Customizing txt WS 2 66 25640 sho G55 dhe ss ad Ge deb smh IAA 34 Creating and distributing web page lists 34 Multimedia Call Center graphics 35 tl ee ee 37 P0935740 07 Chapter 1 About Multimedia Call Center This guide is about how a web developer integrates Multimedia Call Center with a company website and customizes its Multimedia Call Center web pages Multimedia Call 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 e customize the default Multimedia Call Center message templates e create and distribute lists of web pages that Multimedia Call Center agents push to callers e test Multimedia Call Center with your website by putting a link to the default first Multimedia Call Center configuration from an unadvertised web page a page with no links leading to it For information about e the default Multimedia Call Center messages see Multimedia Call Center messages on page 17 e downloading message templates see Downloading web pages and viewing web page lists on page 26 e customizing messages see About customizing Multimedia Call Center web pages on page 32 e uploading web pages see Uploading or de
33. wser or browser only e If the caller wants to connect with PSTN voice and browser the dialing number of the caller is specified e If the caller wants to connect using only a browser nothing needs to be specified When callers click the Multimedia Call Center icon the Call setup page on page 18 appears First time callers specify their preferences for how to place the call and subsequent callers can update their preferences Multimedia Call Center obtains the call preferences for subsequent callers from the HTTP cookie stored with their browser as a result of the previous call You can include a link to the Multimedia Call Center setup command on the web page so the caller can reconfigure their preferences This HTML code is an example of including a link to call setup preferences lt A HREF https lt host gt ivb cgi bin vb exe cmd setup gt Configure your Multimedia Call Center Configure your Multimedia Call Center preferences preferences lt A gt The Preferences page on page 19 shows the Multimedia Call Center preferences page The Multimedia Call Center call setup pages and preference pages are customizable See About customizing Multimedia Call Center web pages on page 32 for more information Restricting caller access to Multimedia Call Center If your customer wants to restrict who 1s able to access Multimedia Call Center you can configure your web server to put the Multimedia Call Center
34. wser page The default sub folder contains the set of default web page templates and text substitutions Other sub folders are created when you upload customized web pages Index of ivb resource Last modified Size Description ET Parent Directory O5 Hey 2002 15 40 3 default O5 Hey 2002 15 40 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 Call Center web pages click the default link In this example we clicked the default link The list of default Multimedia Call Center web pages appears Index of tvb resource detault Harma Last mdadatied Size Deter iptisn H Go m 4k T Parent birectery 06 May 2002 Ei Calloetug html O5 Hay 2002 CA LISetlup CAT O5 Hay 2002 2k Cal lersetup html 05 May 2002 H in in in in in in in ik Ca llercsetup txe Of Hay 2002 Lk LaunchHonitor html 05 Hay 2002 H 1k LaeunchHonitor amp et O5 Ney 2002 ik Feeterences html Of Hay 2002 4k Preferentes CHE 05 Hay 2002 i ak msm html 05 May 2002 15 ik B mag tat O5 Hay 2002 T JE rerresh html 05 Nay 200E retresh amp xt 08 Nes 2002 To download a file right click the link click Save As and save the file to your computer You can change the filename if you want to P0935740 07 Chapter 4 Customizing Multimedia Call Center 29 Customizing web pages You can customize
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