Avaya Multimedia Call Center User's Manual
Contents
1. All 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 CC e AIQ is the Agents in the skillset e CIQ is the Calls in skillset e ANWTIOQ is the Anticipated wait time in skillset hh mm e LWTIQ is the Longest wait time in skillset hh mm You must write the Perl script to handle the absence of all data Here is an example CGI script that uses these parameters taken from refresh pl This script is the default script on the initial installation of the program You can customize this script at the request of your customer C Tivoli lcf perl exe sub get_buffer local buffer _ if defined ENV QUER Y_STRING Il GSENV QUERY_STRING eq read STDIN buffer ENV CONTENT_LENGTH else buffer ENV QUERY_STRING sub decode_buffer local pair pairs value name local FORM buffer _ P0935740 03 Chapter 4 Using CGI scripts with Multimedia Call Center 23 foreach keys FORM delete SFORM _ pairs split amp buffer foreach pair pairs name value split pair value amp decode_value value value s lt I n gt g value s lt gt l n gt g value s w n 0 V amp eg FORM name value sub decode_value local value _ value tr value s a fA FO 9 a2. 12 Chapter 2 Multimedia Call Center messages Web refresh message Callers see this message while they are waiting for a Multimedia Call 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 Voice Button Web Refresh 1 All agents are currently busy We appreciate your patience and will be with you momentarily REFRESH html Session completed message Callers see this message after they click the Hangup button on the Multimedia Call Center caller interface Voice Button Message Thank you for using Voice Button MSG html User busy message Callers see this message if their call cannot be completed because their phone line is busy Voice Button Message Sorry your call could not be completed All Voice Button lines are currently busy Please try again later MSG html P0935740 03 Chapter 2 Multimedia Call Center messages 13 Server busy message Callers see this message if their call cannot be completed because Business Communications Manager 2 5 has no available phone lines Voice Button Message Sorry your call could not be completed All Voice Button lines are currently busy Please try again later MSG html Make call failed message Callers see this message if their call cannot be connected because there is a problem with the voice button server Voice Button Message S
3. Center messages naua unuau 7 Multimedia Call Center message templates 000 e eee ee 7 Call setup page for first time callers nannan anana 8 Call setup page for subsequent callers 00 c ccc n eee 9 Voice button unavailable message 2 0c eee eee eee 10 No agents logged on message 2000 e eee eens 10 Bad calling preferences message 000 0c eee eee eee eee 11 Choose how to connect message 00 0 cee tees 11 Wied TaN Gehl MESSAIG cc e eWeek d bhtw rii eee eo eeee gues eaewiwadex 12 Session completed message 00 cece eee 12 User bDUSy MESSAGE hig cicero a iis nals be edhe OG Uh eee sd 12 Servet usy message cscs cas nasn de snd sa ttr KEE KAER EE DKS ERO OREO 13 Make call failed Message c ccsceceniees ei weet teense dei eoneneenns 13 Prelerenc s Message nck S eae ekri enintra in AEn ete EEVEE SEKENE SEG 13 No answer message 220 cee deed eee t ieee ede eee ee eee eRe ee een 14 Chapter 3 Customizing Multimedia Call Center web pages 00055 15 About customizing Multimedia Call Center web pages 00000e eee 15 An overview of customizing a page 00 cece eee ees 15 Customizing mg MiMi 40459 oka irati A ah daur erda naa ai 16 Customizing call_setup1 html and call_setup html onana aana 16 Customizing off Nourehttl 2635494502862 08604 Sev etekee dase ramki ene 17 Customizing launch_monitorhiml ca cce eee eee eee eee eRe d
4. Netscape is 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 O a Aa ODN 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 03 21 Chapter 4 Using CGI scripts with Multimedia Call Center This chapter is about CGI scripts and how to use them with Multimedia Call Center About CGI scripts The Multimedia Call Center CGI script lets you use a variety of web page layout styles and user interfaces With CGI scripts you can design web page layout styles and interfaces for the customer s web site 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 execut
5. fA F0 9 pack C hex 1 eg return value open LOG gt data log amp get_buffer buffer print LOG buffer amp decode_buffer FORM buffer UCID FORM UCID FORM UCID unknown UQID FORM UQID FORM UQID unknown AID FORM AID FORM AID unknown AIQ FORM AIQ FORM AIQ unknown CIQ FORM CIQ 1 FORM CIQ unknown PIQ FORM PIQ FORM PIQ unknown ANWTIQ FORM ANWTIQ FORM ANWTIQ unknown AVWTIQ FORM AVWTIQ FORM AVWTIQ unknown LWTIQ FORM LWTIQ FORM LWTIQ unknown print Content type text html n n open TEMPLATE html refresh_tpl htm1 read TEMPLATE buff 64000 close TEMPLATE Different web refresh messages to appear for different Announcement IDs which correspond to recording greetings in Call Center Multimedia Call Center Web Developer Guide 24 Chapter 4 Using CGI scripts with Multimedia Call Center MAX_RECORDED_ANNOUNCEMENTS 150 if AID gt 0 amp amp AID lt MAX_RECORDED_ANNOUNCEMENTS annoucement_lead lt xxA AID xx annoucement_end xxA AID xx gt buff s annoucement_lead buff s annoucement_end else buff s lt xx DEFAULTxx buff s kx DEFAULTxx gt buff s xxIPADDRESSxx system_ip buff s xxC ALLIDxx callld buff s xxIPUSERxx use
6. parameters 26 parameters 26 refresher 22 URL encoded hypertext link interface 28 Customizing call_setup html 16 call_setup html 16 launch_monitor html 17 msg html 16 off_hours html 17 F Favorites creating and distributing 20 exporting 20 FORM tag 5 G Graphics 32 H HTML forms call command parameters 27 HTML syntax FORM tag 5 HTML frames 28 L Launch_monitor html customizing 17 M Message first time callers 8 template locations 7 Messages busy phone line 12 call preferences improperly formatted 11 call setup 8 9 choose how to connect 11 no agents 10 no answer 14 no available phone lines 13 preferences saved 13 server busy 13 server down 10 13 session completed 12 subsequent callers 9 user busy 12 web refresh 12 Msg html customizing 16 Multimedia Call Center agent software 29 CGI parameters 26 graphics 32 optional CGI parameters 26 restricting access to 21 setup information bypassing 31 URL encoded hypertext link interface 28 using HTML frames 28 O Off hours message customizing 15 Off_hours html customizing 17 P Prerequisites 5 Multimedia Call Center Web Developer Guide 34 Index R Refresher CGI scripts 22 Restricting access to Multimedia Call Center 21 S Setup command call preferences 30 Setup information bypassing 31 Skillset IDs 5 U Uploading files 18 W Web page lists about 18 creating and distributing 20 export
7. 0 Bypassing Multimedia Call Center setup information 000 cee eae 3i Multimedia Call Center graphics ssn usana naana 32 e oon T EAE E ATA LAS ETTET 33 P0935740 03 Chapter 1 About Multimedia Call Center web pages This guide is about how a web developer customizes Multimedia Call Center web pages 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 window with two frames The top frame contains an applet that provides the Multimedia Call Center functionality The bottom frame displays web pages either as a result of performing a Multimedia Call Center operation or from following a link from a previous page In this document the server that Multimedia Call Center is installed on is referred to as voicebutton lt domain gt where e lt domain gt is the domain name of the business for example nortelnetworks com e voicebutton is the hostname of the server within the domain The server is usually called voicebutton although any unique hostname within the domain is acceptable The Call Center system administrator must provide you with e the domain na
8. Lxx e xxCALLERxx e xxMONITORxx e xxSKILLSETxx e xxDNxx e xxDIALFORMAT e xxIPUSERxx 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 P0935740 03 Chapter 3 Customizing Multimedia Call Center web pages 17 Customizing off_hours html You can modify the html text as appropriate For example All of our offices are now closed Please call back during the hours of 9 00 am and 5 00 pm Eastern time In the case of an emergency please dial 613 555 1234 Thank you Customizing launch_monitor html Launch_monitor html is the page used by msg html to launch the Multimedia Call Center caller monitor applet within a frame Do not change the applet tag or the PARAM tags in the default launch_monitor html page The Multimedia Call 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 launch_monitor 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 gre
9. Part No P0935740 03 Multimedia Call Center Web Developer Guide RTEL NETWORKS 2 Multimedia Call Center Web Developer Guide Copyright 2002 Nortel Networks All rights reserved 2002 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 03 Contents Chapter 1 About Multimedia Call Center web pages 2 200 cece ee eeeee 5 Prerequisites for customizing Multimedia Call Center web pages 5 HOW d cot ekicgctangek dag ad de Che Rh hes Ha GRA OEE HERE A ERAN 6 Chapter 2 Multimedia Call Center messages 602 00 eee cece eee eens 7 About Multimedia Call
10. ae DRO 17 Customizing Refresh MN iwskdeeewGes vs bee keds oO oSE ees MO RRR ES 17 Uploading web PAGES 2c ic eccebe Seve ee bode CER Ers ee PR BO eRe ia 18 Creating and distributing web page lists 0 000 cece eee 20 Multimedia Call Center Web Developer Guide 4 Contents Chapter 4 Using CGI scripts with Multimedia Call Center 0 055 21 PRCUVUGISHIDIE 2nicpseasbabatioat betie dear Ceandeieddawardeaadunees 21 Restricting caller access to Multimedia Call Center 000000 21 Refresher CGI snips cciaeckaseeeestv ee eereGhe Saha CER e We vee hee ese dees 22 The cal canman Sr hispanic ch Be pay he coc She seg BBV RE ARC Phe oils We ms 25 How call types use the call command 000 cee eee ees 25 MOE SI GMA CA os cred apereonsee eee earns eienoeeee eeeeaeendd 25 Pag tly GO errno atupi dekotiwkes siete eee aoe aes 25 Multimedia Call Center CGI parameters 000 ccc eee 26 Optional Multimedia Call Center CGI parameters 0 20 0c eee 26 Using call command parameters in HTML forms 000002 eee eee 27 Using a URL encoded hypertext link interface 00 00 cee eee 28 Using voice bution with HTML Frames 0c chased nee eked Le ee doe aS 28 Communicating with Multimedia Call Center agent software 29 Placing a browser only call to anagent 00 e eee eee ee 29 Call preferences the setup command 200 cee cece eee 3
11. by specifying the do_setup on parameter to the Multimedia Call Center CGI script The following HTML code is an example of how to use the do_setup parameter in a URL encoded hypertext interface lt A HREF hitp voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp skillset 1 amp do_setup on gt Click here to call our sales department lt A gt Click here to call our sales department P0935740 03 Chapter 4 Using CGI scripts with Multimedia Call Center 31 Bypassing Multimedia Call Center setup information You can bypass the Multimedia Call Center call setup procedure for Multimedia Call Center callers You do this by specifying the necessary preference values in the HTML form interface The caller preference parameters are e dn_user the caller s phone number to call when placing a PSTN based call e usermsg a user message that is passed to Business Communications Manager 2 5 and then is passed to a Multimedia Call Center agent This parameter represents the name of the person making the call This is a mandatory parameter The default templates for callsetup html and callsetup_I html include a field for the caller s name For information on customizing Multimedia Call Center web pages refer to About customizing Multimedia Call Center web pages on page 15 The following HTML code lets the caller enter preferences as part of a form interface where voice button is used lt FORM ACTION h
12. call occurs if a caller clicks a voice button HTML icon 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 26 Chapter 4 Using CGI scripts with Multimedia Call Center Multimedia Call Center CGI parameters Three fundamental parameters are passed to the Multimedia Call Center CGI script during call setup e cmd 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 In Nortel Networks Call Center Professional the ID range is 1 50 For example group skillset 01 Optional Multimedia Call Center CGI parameters These optional parameters can be passed to the Multimedia Call Center CGI script e return_url specifies the URL of the web page that is displayed when the CGI script completes the call setup If you do not specify a URL the browser defaults to the referring URL e monitor can be turned to on or off The default value is off This is a mandatory parameter Set this parameter to on so that the agent and caller monitors function e dn specifies the dialing number to be called also called the directory number e do_setup can be eq
13. change the names of any of the error codes and their body of text that are displayed to the user You can put tags such as lt FONT gt tags around the text to specify a certain style but do not change the error code names or the structure of the comments These blocks of text become uncommented by the CGI script when they are displayed to the user if an error occurs Due to problems with Netscape 3 Netscape 6 0 and Internet Explorer 5 5 refreshing Java applets when they are contained within an HTML table cell do not put the lt MONITOR block of code inside an HTML table Do not alter the line lt xxMSGxx gt You can change the line lt H3 gt lt xxSIGNATURExx gt lt H3 gt This line is substituted for the value of the signature parameter contained in the voiceweb ini file By default this substitutes to lt H3 gt NORTEL Business Communications Manager lt H3 gt You can use the lt xxSIGNATURExx gt variable anywhere on the page You can define what the server displays by changing the value of the signature parameter in the C Program Files Nortel Networks voiceweb system voiceweb ini file 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 Customizing call_setup1 html and call_setup html You can customize these pages but you must maintain the syntax of the HTML FORM that is used The CGI script uses the variables e xxRETURNUR
14. click the voice button Voice Button Preferences and Connection Voice Button 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 Voice Button link these preferences will be used Bookmark this page to change your settings in the future Please complete the following information Full Name Bob Smith required 2 How would you like to connect Please select one By Phone and Browser p p Voice connection and Text Chat with an agent a Enter your phone number If you have a separate free phone line you can receive including area code the Voice portion of the session while conducting the s042 Browser portion of the session over your Internet 2919042 connection Click the Connect Note there are no long distance charges button By B Only ee y Text Chat with an agent a Click the Connect button If you only wish to connect via text chat 3 When you are ready click Connect Connect CALL_SETUP1 html P0935740 03 Chapter 2 Multimedia Call Center messages 9 Call setup page for subsequent callers Subsequent callers see this html form if they click the preferences link Subsequent callers do not see this html form if you configure the do_setup parameter so that callers must enter their calling preferences each time Voice Button Preferences Voice Button connects you to an age
15. dia 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 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 For information about e the default Multimedia Call Center messages see Multimedia Call Center message templates on page 7 e customizing messages see Customizing web pages e uploading web pages see Uploading web pages on page 18 e creating and distributing web page lists see Creating and distributing web page lists on page 20 Multimedia Call Center message templates You can customize the message templates that are included with Multimedia Call Center The message templates are on Business Communications Manager 2 5 in e C Program Files Nortel Networks Voice Button html e C Program Files Nortel Networks Voice Button html adm Multimedia Call Center Web Developer Guide 8 Chapter 2 Multimedia Call Center messages Call setup page for first time callers First time callers see this html form when they
16. e Password box type your password The default password is visor 11 Click the OK button The System Administration page appears Customize Upload a customized file Remote file name Local file Browse Upload Generate a list of customized files that have been uploaded to the server List Files 12 Under the Customize heading e if you want to view a list of the files that are uploaded click the List Files button to generate a list of the files that are uploaded to Business Communications Manager 2 5 The list appears in a new browser page or e if you want to customize msg html call_setup html call_setup1 html off_hours html launch_monitor html or refresh html Inthe Remote File name box enter the name of the file you want to customize for example off_hours html Click the Browse button and browse to the location of the file you customized for example acme_hours html Click the Upload button Multimedia Call Center Web Developer Guide 20 Chapter 3 Customizing Multimedia Call Center web pages Creating and distributing web page lists You or the Call Center administrator 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 notify the Multimedia Call Center agents to import the list Note You must use Internet Explorer for the web page lists you create and distribute
17. en 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 launch_monitor html but the colors and fonts must match the ones used in the caller monitor applet Launch_monitor html is used within a frame defined in the msg html file If you want to put more content on launch_monitor html page the frame must be resized by customizing the msg html page Customizing Refresh html Edit only the text between the xxA lt gt xx tags where lt gt is the number of the Call Center greeting Do not edit or delete the xxA lt gt xx tags For all the Call Center greeting number used in the Call Center skillset routing table make sure that the text in the corresponding tags in this file contain suitable information Each tag in the refresh html file is intended to correspond to a particular Call Center greeting If a corresponding tag and greeting are used they must have similar content You can insert information such as text image and animations between the xxA lt gt xx tags Multimedia Call Center Web Developer Guide 18 Chapter 3 Customizing Multimedia Call Center web pages Uploading web pages You can upload customized web pages from a computer to Business Communications Manager 2 5 To upload customized files 1 Point your web browser to the URL http vo
18. es the Multimedia Call Center CGI script http voicebutton lt domain gt 6800 ivb cgi bin vb exe where lt domain gt is the domain name of the business for example NortelNetworks com or NortelNetworks org Restricting caller access to Multimedia Call Center If your customer wants to restrict who is able to click the Multimedia Call Center html icon you can put the Multimedia Call Center access page behind a CGI Perl log on page 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 22 Chapter 4 Using CGI scripts with Multimedia Call Center Refresher CGI scripts Store CGI refresher scripts in the Multimedia Call Center directory structure using the logical Internet path http voicebutton lt domain gt 6800 ivb cgi bin refresh pl The pl extension refers to a Perl CGI script This is the default file and must be provided by the user Note The logical path http voicebutton lt domain gt 6800 ivb cgi bin exists on all Business Communications Manager 2 5s where lt domain gt is the domain name of the business A single script can handle all the announcements by containing a case statement to separate the announcement numbers into the proper HTML display What follows are a list of the parameters that are sent to the Perl script
19. icebutton lt domain gt 6800 where lt domain gt is the domain name of Business Communications Manager 2 5 The Business Communications Manager 2 5 Unified Manager screen appears 2 Click the Configure button The Login screen appears 3 Inthe User ID box type your user ID The default user ID is supervisor 4 Inthe Password box type your password The default password is visor 5 Click the Login button The Unified Manager screen appears Click the Services key Click the Voice Button heading On the Tools menu click Voice Button Admin The Enter Network Password dialog box appears Group Edit Configuration Performance Fault Report ile 47 65 138 69 Comprehensive P i Add Delete Det All Summary GP BCM 47 65 138 69 ci a Sagal j Name Cal Piot Manager I wee Teepriony Services IP Telephony 4 Version Ls Call Detail Recordin LAN CTE Configural vane Console Serice Description Ecm Voice Mail T w vU e DURU DHCP DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mgr Alarm Service NAT VPN 3 Policy Management NTP Client Settings Management Diagnostics lt Summary EEE P0935740 03 Chapter 3 Customizing Multimedia Call Center web pages 19 9 Inthe User Name box type your user name The default user name is supervisor 10 In th
20. ing 20 Web pages customizing example 15 P0935740 03
21. ittp voicebutton lt domain gt 6800 ivb cgi bin vb exe METHOD POST gt lt INPUT TYPE hidden NAME cmd VALUE call gt Step 1 Configure how the call is to be placed lt INPUT TYPE hidden NAME group VALUES ahaa tye e Your phone number Step 1 Configure how the call is to be placed lt BR gt Step 2 Click here to call us now lt UL gt lt Ll gt Regular Phone lt INPUT CHECKED TYPE RADIO NAME dn_or_ip VALUE dn gt lt Ll gt Your phone number lt INPUT TYPE text NAME dn_user SIZE 23 VALUE gt lt BR gt lt UL gt Step 2 lt INPUT TYPE submit VALUE Click here to call us now gt lt FORM gt e Regular Phone Multimedia Call Center Web Developer Guide 32 Chapter 4 Using CGI scripts with Multimedia Call Center Multimedia Call Center graphics You can design web pages that include these Multimedia Call Center graphics nortel gif N RTEL NETWORKS vb_logo jpg vblogo3 gif Welcomebanners gif N RTEL NETWORKS P0935740 03 33 Index A Agent software 29 Bookmarks creating and distributing 20 exporting 20 C Call command 25 data call 25 in HTML forms 27 voice and data call 25 Call preferences setup command 30 Call types agent centric 25 call command 25 caller centric 25 voice and data 25 Call_setup1 html customizing 16 CGI scripts 5 about 21 callcommand 25 optional CGI
22. ltimedia Call Center caller interface appears in their browser 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 The following HTML code is an example of a data exchange only call type using a URL encoded hypertext interface lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe Click here to communicate over cmd chat amp skset 1 gt the Internet with a sales person Click here to communicate over the Internet with a sales 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 Multimedia Call Center Web Developer Guide 30 Chapter 4 Using CGI scripts with Multimedia Call Center 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 browser or browser only e If the caller wants to connect with PSTN voice and brow
23. me of the Business Communications Manager 2 5 voicebutton lt domain gt Where lt domain gt is the domain name of the business for example NortelNetworks com or NortelNetworks org e the name of the Business Communications Manager 2 5 account e the IDs of the skillsets to be used for Multimedia Call Center calls Multimedia Call Center Web Developer Guide 6 Chapter 1 About Multimedia Call Center web pages How to get help USA and Canada Authorized Distributors ITAS 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 itas 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 CTAS Telephone 00800 800 89009 or 33 4 9296 1341 Fax 33 49296 1598 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support CTAS Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support CTAS Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com P0935740 03 Chapter 2 Multimedia Call Center messages About Multime
24. nt when one becomes available This page sets your connection preferences The next time you click on the Voice Button link these preferences will be used Bookmark this page to change your settings in the future Confirm or modify the following information Full Name Bob Smith required How would you like to connect Please select one By Phone and Browser i Voice connection and Text Chat with an agent a Enter your phone number If you have a separate free phone line you can including area code receive the Voice portion of the session while conducting the Browser portion of the session 291904 over your Intenet connection b Click the Update Voice Button preferences button Note there are no long distance charges By Browser Only Text Chat with an agent a Click the Update Voice Button If you only wish to connect via text chat preferences button To update your preferences click the button Update Yoice Button preferences CALL_SETUP html Multimedia Call Center Web Developer Guide 10 Chapter 2 Multimedia Call Center messages Voice button unavailable message Callers see this message if they click the voice button while Business Communications Manager 2 5 is down Voice Button Message We re sorry but Voice Button could not complete your call at this time The Voice Button server is not responding Possibly the system is down for maintenance or there is a network p
25. on 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 voice button 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 The following example shows the use of the TARGET parameter lt FORM action http voicebutton lt domain gt 6800 ivb cgi bin vb exe method POST TARGET _VB gt lt INPUT TYPE hidden NAME cmd VALUE call gt lt INPUT TYPE hidden NAME skillset VALUE 1 gt lt INPUT TYPE image ALIGN MIDDLE SRC call_us_button gif BORDER 0 gt lt FORM gt P0935740 03 Chapter 4 Using CGI scripts with Multimedia Call Center 29 Communicating with Multimedia Call Center agent software The following HTML code shows how to use the caller monitor applet using a URL encoded hypertext interface lt A HREF hitp voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp skillset 1 amp monitor on gt Click here to call a sales person lt A gt Click here to call a sales person When the caller clicks the link the Mu
26. orry your call could not be completed A technical problem has occurred on your system Please contact us using another method MSG html Preferences message Callers see this message after they enter their calling preferences in the call setup page Voice Button Message Your calling preferences have been saved MSG html Multimedia Call Center Web Developer Guide 14 Chapter 2 Multimedia Call Center messages No answer message Callers see this message if they do not answer their phone Voice Button Message 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 P0935740 03 15 Chapter 3 Customizing Multimedia Call Center web pages About customizing Multimedia Call Center web pages You can customize web pages and upload them to Business Communications Manager 2 5 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 2 5 To customize web pages 1 In your browser open the URL that contains the default file you want to customize 2 View the source code for the web page e if you use Internet Explorer on the View menu click Source The source code for the page appears in a Notepad wind
27. ow e if you use Netscape Navigator on the View menu click View Source The source code for the page appears in a Netscape Navigator window Copy and paste the code to a Notepad window 3 On the File menu click Save As The Save As dialog box appears 4 Save the file to a directory on your computer Do not change the name of the file Customize the file Upload the customized files to the Business Communications Manager 2 5 using the procedure in Uploading web pages on page 18 An overview of customizing a page This is an example of customizing a MSG html file for the ABC Computer Company 1 Download the MSG html template from Business Communications Manager 2 5 to your desktop using your browser s View Source functionality Customize the MSG html file Save the new customized file in your local directory Save the new file with a new name such as ABC_MSG html 4 Log on to Business Communications Manager 2 5 using the ABC Computer Company name and password 5 Upload the file Multimedia Call Center Web Developer Guide 16 Chapter 3 Customizing Multimedia Call Center web pages Customizing msg html If you customize msg html do not insert anything above or in front of the first line The first line is processed by the CGI script and contains the response code from Business Communications Manager 2 5 The Multimedia Call Center agent application parses this line to determine how to handle error cases Do not
28. r_ip buff s xx CALLMETHODxx callMethod buff s xx CALLINGNUM xx callingNum buff s xxx USERMSGxxx usermsg buff s xx AGENTCOMMkxx agentcomm buff s xx UCIDxx UCID buff s xx UQIDxx UQID buff s xxAIDxx AID buff s xx AIQxx AIQ buff s xxCIQxx CIQ buff s xxPIQxx PIQ buff s kx ANWTIQxx ANWTIO buff s xx AVWTIQxx A VWTIOQ buff s xxLWTIQxx LWTIQ print buff print n This script outputs the values of these parameters the to the refresh html web page on the Business Communications Manager server For information on how to upload the customized refresh pl file to the Business Communications Manager server refer to Uploading web pages on page 18 P0935740 03 Chapter 4 Using CGI scripts with Multimedia Call Center 25 The call command The Multimedia Call Center CGI script executes commands in the Multimedia Call Center system Several commands are available This section covers the call command which places a phone to phone call between two parties All of the web interfaces used to place a PSTN voice call use the call command To place a data only call see Placing a browser only call to an agent on page 29 How call types use the call command Voice and data call This call uses a PSTN voice connection This means a caller clicks a voice button icon with the parameter cmd call Data only call A data only
29. roblem Please try again later MSG html No agents logged on message This is the message callers see if there are no Multimedia Call Center agents logged on Voice Button Message 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 03 Chapter 2 Multimedia Call Center messages 11 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 Voice Button Message We re sorry but Voice Button could not complete your call Either e the phone number that you entered as your calling preference is improperly formatted or e the business does not provide phone service to the calling area specified in your phone number Please try your call again or contact us directly Choose how to connect message Callers see this message if they do not specify their connection preferences in the call setup page MSG html Voice Button Message You must tell us how you would like to connect Select either of the By Phone Only or By Phone and Browser or By Browser Only radio buttons If you select By Phone Only or By Phone and Browser then enter your valid phone number in the space provided Multimedia Call Center Web Developer Guide
30. ser the dialing number of the caller is specified e Ifthe caller wants to connect using only a browser nothing needs to be specified When first time callers click the voice button icon the Call setup page for first time callers on page 8 appears First time callers specify their preferences for how to place the call Multimedia Call Center obtains the call preferences for subsequent callers from the HTTP cookie stored with their browser as a result of the first time call You can include a link to the Multimedia Call Center setup command on the web page so the caller can reconfigure their preferences The following HTML code is an example of including a link to call setup preferences lt A HREF http voicebutton lt domain gt 6800 r ivb cgi bin vb exe cmd setup gt Configure your Multimedia Call Center Configure your Multimedia Call Center preferences preferences lt A gt CALL_SETUP html on page 9 shows the Multimedia Call Center preferences page for subsequent callers if the do_setup parameter is specified If do_setup off include a link to the subsequent caller setup page on the HTML page The Multimedia Call Center call setup pages for first time callers and subsequent callers are customizable See About customizing Multimedia Call Center web pages on page 15 for more information You can prompt callers each time for their calling preferences You can prompt callers each time
31. t lt FORM gt This example displays a list of skillsets to be called lt FORM ACTION hitp voicebutton lt domain gt 6800 ivb cgi bin vb exe METHOD POST gt lt INPUT TYPE hidden NAME cmd VALUE call gt 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 z Call us now Sales Technical Support Tracking Orders Multimedia Call Center Web Developer Guide 28 Chapter 4 Using CGI scripts with Multimedia Call Center Using a URL encoded hypertext link interface The simplest way to include the voice button 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 The following HTML code is an example of a URL encoded hypertext interface lt A HREF hitp voicebutton lt domain gt 6800 f ivb cgi bin vb exe cmd call amp skillset 1 gt Click here to call our sales department 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 voice butt
32. ual to on or off The default value is off If set to on the Multimedia Call Center CGI script displays the Multimedia Call Center call setup page to prompt the caller for their calling preferences Multimedia Call Center uses HTTP cookies to store user preferences such as type of call to be made and whether to use a delay before making a call You can override these preferences with additional parameters to the call command P0935740 03 Chapter 4 Using CGI scripts with Multimedia Call Center 27 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 26 and Optional Multimedia Call Center CGI parameters on page 26 for a list of the valid parameters The following examples show how to use the call command parameters in HTML forms interfaces 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 http voicebutton lt domain gt 6800 ivb cgi bin vb exe 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 VALUE hitp www caller com thanks_for_calling_us html gt lt INPUT TYPE image ALIGN MIDDLE SRC call_us_button gif BORDER 0 g
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