Avaya Business Communications Manager - Multimedia Contact Center User's Manual
Contents
1. AVAYA Avaya Multimedia Contact Center Web Developer Guide Avaya Business Communications Manager Release 6 0 Document Status Standard Document Number NN40040 100 Document Version 03 02 Date May 2010 AVAYA 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products servi2. Chapter 3 Multimedia Contact Center messages 23 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 Avaya Multimedia Contact Center You must tell us how you would like to connect Please fill m 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 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 Avaya 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 Avaya Multimedia Contact Center Sorry your call could not be completed because your phone is busy Please try agam later Avaya Multimedia Contact Center Web Developer Guide 24 Chapter 3 Multimedia Contact Center messages Lines busy message Callers see the following message if their call cannot be completed because Avaya BCM has no available phone lines Multimedia Contact Center Message Avaya Multimedia Contact Center Sorry your call could not be com
3. creating and distributing 35 exporting 35 Busy phone line message 23 C Call command 14 data call 14 in HTML forms 14 voice and data call 14 Call failed message 24 Call preferences incorrectly formatted message 22 Call setup messages 20 Call types agent centric 14 call command 14 caller centric 14 voice and data 14 CallerSetup html customizing 33 CallSetup message 20 CGI scripts 9 callcommand 14 optional CGI parameters 14 parameters 14 refresher 14 URL encoded hypertext link interface 16 Choose how to connect message 23 Connected message 25 Customizing CallerSetup html 33 CallSetup html 33 CallSetup html customizing 33 LaunchMonitor html 33 msg html 32 Refresh html 34 Refresh txt 34 txt files 35 F Favorites creating and distributing 35 exporting 35 First time callers message 20 Follow me browsing ASPs 17 JavaScript 17 FORM tag 9 G Graphics 36 H HTML forms call command parameters 14 HTML syntax FORM tag 9 HTML frames 16 Interfaces creating 27 J JavaScript 17 L LaunchMonitor html customizing 33 Lines busy message 24 Messages busy phone line 23 call failed 24 call preferences incorrectly formatted 22 call transferred 25 CallSetup 20 choose how to connect 23 connected 25 customizing 29 downloading 28 first time callers 20 lines busy 24 Multimedia Contact Center unavailable 21 no agents logged on 22 no answer 24 Avaya Multimedia Contact Center Web Devel
4. Rv KORA KR RET ERES 33 Customizing CallerSetup html 0 00 000 eee 33 Customizing LaunchMoritordhitinl sosse sie es m gore e dare 3k R3 isara 33 Pop up blocker applications a oosedead exe ecd EORERERRE Y GRO RYcE EAR KE EEE ES 34 Oustoniing Pelnesh DU 1uuuucdue ach pick Sra he RE EROR ERR GC REQUE CR qs 34 Customizing DOMES s sne usce ER EXeCRIGE GOD xd Pe WA LEWES GERA ER 35 Creating and distributing web page lists 0 000 cee eee 35 Multimedia Contact Center graphics 0600 e eee eee 36 NN40040 100 Customer service Visit the Avaya Web site to access the complete range of services and support that Avaya provides Go to www avaya com or go to one of the pages listed in the following sections Navigation Getting technical documentation on page 7 Getting product training on page 7 e Getting help from a distributor or reseller on page 7 e Getting technical support from the Avaya Web site on page 7 Getting technical documentation To download and print selected technical publications and release notes directly from the Internet go to www avaya com support Getting product training Ongoing product training is available For more information or to register you can access the Web site at www avaya com support From this Web site you can locate the Training contacts link on the left hand navigation pane Getting help from a distributor or reseller If you purchased a service
5. a new and full sized browser window Avaya Multimedia Contact Center Web Developer Guide 14 Chapter 2 Integrating Multimedia Contact Center with a website Multimedia Contact Center CGI parameters Two fundamental parameters are passed to the Multimedia Contact Center CGI script during call setup e cmd specifies the command to be 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 gt Optional Multimedia Contact Center CGI parameters The following parameter can be passed to the Multimedia Contact Center CGI script e interface specifies the set of customized web pages to be used for the call Multimedia Contact Center uses HTTP cookies to store user preferences such as type of call to be made You can override these preferences with additional parameters to the call command The default interface the set of web pages that are supplied with Multimedia Contact Center is called default For more information see Chapter 4 Customizing Multimedia Contact Center How Multimedia Contact Center launches calls The Multimedia Contact Cent
6. contract for your Avaya product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller for assistance Getting technical support from the Avaya Web site The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www avaya com support Avaya Multimedia Contact Center Web Developer Guide 8 Customer service 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 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 27 e
7. host that forwards requests to the Avaya BCM the name of the Avaya BCM account e the IDs of the skillsets to be used for Multimedia Contact Center calls Audience This guide is intended for web developers and system administrators Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description Avaya BCM Avaya 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 BCM50 system Caution Alerts you to conditions where you can damage the equipment 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 improperly Tip Alerts you to additional information that can help you perform a task Note Alerts you to important information 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 the top line of the display Command line prompts on display telephones Underlined word in capital letters shown in the bottom line of a two line display tel
8. person lt A gt Avaya Multimedia Contact Center Web Developer Guide 16 Chapter 2 Integrating Multimedia Contact Center with a website call is established between the caller and agent and no call setup preferences are needed Note cmd is equal to chat and not call By using this command no voice gt 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 bcmip livb cgi bin Click here to call our sales department vb exe cmd call amp group skset01 amp interface default gt Click here to call our sales department lt A gt When you encode the call to the CGI script from within a hypertext link e separate the options from the CGI command with a character e separate each parameter with a amp character Using Multimedia Contact Center with HTML frames Because the Multimedia Contact Center CGI script can return with a new page to be loaded in the browser such as the caller setup preferences page or the caller monitor applet page use the TARGET parameter in the lt FORM gt or lt A HREF gt tags if you use these within an HTML frame This ensur
9. see Multimedia Contact Center graphics on page 36 Call setup messages Call setup page shows the initial interface for callers Avaya Multimedia Contact Center Web Developer Guide 20 Chapter 3 Multimedia Contact Center messages 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 Gsf CallSetupDa required 3 How would you like to connect Please select one O By Phone and Browser Voice connection and Text Chat with an agent a Enter your phone If you have a separate free phone line you can number receive the Voice portion of the session while z conducting the Browser portion of the session including area code over your Internet connection b Click the Connect Note there are no long distance charges button By Browser Only Text Chat with a
10. 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 bemip gt ivb cgi bin vb exe gt where lt bcmip gt is the externally accessible FQDN or IP address of your Avaya Business Communications Manager Avaya BCM 6 0 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 AII 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 Note All agents must close unused browser windows at the end of a browser session for either a phone and browser call or a browser only call to ensure that the next call opens in
11. CM You can customize the default Multimedia Contact Center web pages or create your own Note Do not directly edit web pages gt Note Do not change the location of the Multimedia Contact Center default files on Avaya BCM 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 27 2 Customize the file or list of files NN40040 100 Chapter 4 Customizing Multimedia Contact Center 29 3 Upload the customized files to Avaya BCM using the procedure in Uploading or deleting web pages on page 30 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 Avaya BCM to your desktop Refer to Downloading web pages and viewing web page lists on page 27 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 Avaya BCM using the ABC Computer Company User ID and password Upload the file see Uploading or deleting web pages on page 30 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 Avaya BCM to your desktop Refer to Downloading web pages and viewing web page list
12. OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that h
13. UR RP Y PREX ER Ta ERE RER 10 Symbols and text conventionis oos iu ua Ree eee ee de Une Roa eb x b Ea ads 11 Related publications 2 c00ccsetccde sostres t RR k EE EEE EG REN we 12 Chapter 2 Integrating Multimedia Contact Center with a website 13 Multimedia Contact Center call types lllslsellele eres 13 Multimedia Contact Center CGI parameters 000 0c eee eee 14 Optional Multimedia Contact Center CGI parameters 14 How Multimedia Contact Center launches calls 00000 eee eee eae 14 Using call command parameters in HTML forms llle 14 Placing a browser only call to an agent 0 0c eee eee 15 Using a URL encoded hypertext link interface sossossessersesrsassrr rr rss rr ara 16 Using Multimedia Contact Center with HTML frames 0 000 cee eee 16 Tips for designing a website to work with Multimedia Contact Center 17 Chapter 3 Multimedia Contact Center messages eeslessees 19 Gel setup esse sn ne SERRERUSERRERA Y ECHPEPR XE 19 Cell Se Pade RE E LIS EI TL DLE ST E eee 20 Caller Setup Pade iiuclesecicemesccRn e rcm ERREUR I E Ro REEL Rs 21 Status and eror massages icccsosasosecthereteRRhe RoRec4Eder4PreekRo 21 Multimedia Contact Center unavailable message liiis 21 No agents logged on message 20 cece eee es 22 Bad calling preferences message 000 eee ees 22 Choose how to conn
14. ame 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 Avaya 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 Avaya BCM to the fully qualified domain name FQDN of the Win2000 server 2 On the Avaya BCM program the HOSTS file with lt ipaddress gt lt fully qualified domain name gt to map the IP address of the Avaya BCM to the FQDN of the Win2000 server 3 Program the MMCC Public Hostname in Contact Center properties with fully qualified domain name gt of the Win2000 server 4 Usea web page that has been programmed with FQDN HREF http fully qualified domain name gt lt port number 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 Avaya M
15. ave distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Task list 3 Task list To download web pages or view lists of page
16. cations Manager Avaya BCM 6 0 is not operational Multimedia Contact Center Message Avaya 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 1s down for maintenance or there is a network problem Please try agam later Avaya Multimedia Contact Center Web Developer Guide 22 Chapter 3 Multimedia Contact Center messages No agents logged on message The following is the message callers see if there are no Multimedia Contact Center agents logged on Multimedia Contact Center Message Avaya Multimedia Contact Center Sorry your call could not be completed There are no agents available to take your call at this tune Please try again later 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 Avaya 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 1s improperly formatted 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 NN40040 100
17. ces or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF
18. customizing messages see About customizing Multimedia Contact Center web pages on page 32 e uploading web pages see Uploading or deleting web pages on page 30 creating and distributing web page lists see Creating and distributing web page lists on page 22 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 Avaya Multimedia Contact Center Web Developer Guide 10 Chapter 1 Getting started In this document the server that Multimedia Contact Center is installed on is referred to as bcmip where e bcmip is the IP address of the Avaya BCM system The Contact Center system administrator must provide you with e the Fully Qualified Domain Name FQDN or IP address of the Avaya Business Communications Manager Avaya BCM 6 0 system or if behind a firewall the FQDN or IP address of the externally accessible
19. dia 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 Avaya Multimedia Contact Center Web Developer Guide 34 Chapter 4 Customizing Multimedia Contact Center 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 You can alter the style of LaunchMonitor html but the colors and fonts must match the one
20. dia 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 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 In the Media File Name field enter the name of the file you want to upload ES Note Before you upload any file ensure the file extensions in the Media File gt Name field and the From Local File field match exactly 6 In the From Local File field enter the path of the file or click Browse to browse your PC for the file The path of the file you selected appears in the field Click Submit The file uploads to the media interface directory About customizing Multimedia Contact Center web pages You can customize web pages and upload them to Avaya BCM You can customize the default Multimedia Contact Center web pages or create your own Note Do not directly edit web pages gt Do not change the location of the Multimedia Contact Center default files on Avaya BCM 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
21. ect message 0c cece eee 23 Avaya Multimedia Contact Center Web Developer Guide 6 Contents Session completed message 0 20 e eects 23 User DUS Message axcxaacacat Ra ARRA see ARRAKRRERD OA ERE ORR S ROEM 23 Lines BUSY MESSAGE 5 aote dae RP CER HERREN Gor a ORC PP EMCR seats 24 Make call failed message 223 aeuo Reprise eR RR dE Uu we RR d Ra 24 No answer MESSAGE cc scarce scum x eb eb Rx Er SENE e Rd ER Rx a 24 Connected MESSAGE 444 desde Ueda heeds Hees RR MERA SHER TERRE RAE RA 25 Call transferred message isslsseseees ren 25 Web refresh message scscsses rhkoenocr LER REE esternas nes 26 Chapter 4 Customizing Multimedia Contact Center LsL 27 Using customized Interfaces asaessusas usu sh ROCA CERRO ERR RON OR ARR OR CAO REER kA 27 Downloading web pages and viewing web page lists 02 eee eee 27 Customizing Web PAGES 4 uL ace sui d dan Soa Rp e wee Hb 4 QR Re dod A E we E n 28 Downloading customizing and uploading pages lisse 29 Overviews of downloading customizing and uploading pages 29 Adding MMCC interfaces uses sae RR be Bei Ke Re RR Re RR dh eRe SR RRS 30 Uploading or deleting web pages 000 cece eee 30 About customizing Multimedia Contact Center web pages 2 32 Gu stonmiang MEG qiii n 4 geb DOES ROT RC RACER e ac b E don cedo n 32 Customizing Gallsetup iml uiis bg p RE PRAE RR NEA Rb
22. ephone Display option Available on two line display telephones Press the button directly below the option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option Avaya Multimedia Contact Center Web Developer Guide 12 Chapter 1 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 Avaya Call Pilot Manager Set Up and Operation Guide NN40090 300 Avaya CallPilot Contact Center Telephone Administration Guide NN40040 600 Avaya Contact Center Set Up and Operation Guide NN40040 301 Avaya Contact Center Supervisor Guide NN40040 102 Avaya Multimedia Contact Center Set Up and Operation Guide NN40040 300 How to get Help The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www avaya com support NN40040 100 13 Chapter 2 Integrating Multimedia Contact Center with a website This section describes how to use CGI scripts and HTML commands to control how Multimedia Contact Center is integrated with a company website Callers invoke Multimedia Contact Center by clicking a Multimedia Contact Center link or icon on a web page Callers can access Multimedia Contact Center from an HTML form e from a hypertext link
23. er 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 Using call command parameters in HTML forms You can use HTML forms to obtain and pass the parameters and values of the Multimedia Contact Center CGI script s call command See Multimedia Contact Center CGI parameters on page 14 and Optional Multimedia Contact Center CGI parameters on page 14 for a list of the valid parameters NN40040 100 Chapter 2 Integrating Multimedia Contact Center with a website 15 The following example displays an icon on the page which when clicked by the caller causes a call to be placed between the caller and the agent FORM action lt https lt bcmip gt ivb cgi bin vb exe gt method POST gt lt INPUT TYPE hidden NAME cmd VALUE call gt lt INPUT TYPE hidden NAME group VALUE skset01 gt lt INPUT TYPE hidden NAME return_url lt INPUT TYPE hidden NAME interface VALUE default VALUE http www caller com thanks_for_calling_us html g
24. es 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 The following example shows the use of the TARGET parameter FORM action https bcm bcmip 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 TY PE image ALIGN MIDDLE SRC call_us_button gif BORDER 0 gt lt INPUT TYPE hidden NAME interface VALUE default lt FORM gt NN40040 100 Chapter 2 Integrating Multimedia Contact Center with a website 17 Tips for designing a website to work with Multimedia Contact Center Follow me browsing does not work with links that use the JavaScript pseudo protocol Instead of encoding a link on your page as href javascript func use href onclick func return false Follow me browsing does not work for Active Server Pages within a frameset for callers who use Netscape 4 x Callers who use Internet Explorer or Netscape 6 x or 7 x do not have this problem Note Try to avoid incorporating downloaded plug ins that users might not have in your web pages because plug ins that users must install can require them to reboot their PCs Avoid using the JavaScript name command for example n
25. he command column of the interface to which you want to upload or view files 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 Avaya BCM If you have not uploaded any files the folder is empty The MMCC Interface files page opens 8 Click Add The Add Customized File window opens 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 a custom HTML file reference the file by including a tag such as 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 Avaya Multimedia Contact Center Web Developer Guide 32 Chapter 4 Customizing Multimedia Contact Center To upload a me
26. 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 2 Browse to the pages you want to bookmark Avaya Multimedia Contact Center Web Developer Guide 36 Chapter 4 Customizing Multimedia Contact Center 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 BB Ww 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 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 30 avaya png vb_logo jpg vblogo3 gif Welcomebanner png Multimedia Contact Center NN40040 100 Index 37 Index A Agent software 15 ASPs 17 Bookmarks
27. media 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 Avaya Multimedia Contact Center Web Developer Guide 26 Chapter 3 Multimedia Contact Center messages 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 NN40040 100 27 Chapter 4 Customizing Multimedia Contact Center Customizing Multimedia Contact Center web pages involves e Downloading web pages and viewing web page lists on page 27 e Customizing web pages on page 28 e Uploading or deleting web pages on page 30 e Creating and distributing web page lists on page 35 e Multimedia Contact Center graphics on page 36 Using customi
28. n 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 21 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 AD Click here to connect to an agent using Multimedia Contact Center destination you selected If you chose to connect by Phone and Browser your phone should ring after clicking the above link completing the call to the If you chose to connect by Browser Only your Internet session will begin after clicking the above link Tf your phone is does not ring please try your call again Status and error messages During a call a caller can see one or more of these status and error messages Multimedia Contact Center displays these messages by creating an instance of the HTML template file called MSG html Multimedia Contact Center unavailable message Callers see the following message if they click the Multimedia Contact Center icon while Avaya Business Communi
29. nal e UCID is the Unique Call Identifier e UQID is the Unique Skillset Identifier NN40040 100 Chapter 4 Customizing Multimedia Contact Center 35 e AID is the Announcement ID from Contact Center e AlQis the Agents in the skillset e CIQ isthe Calls in the skillset e ANWTIO 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 AVWTIO is the average wait time hh mm Customizing txt files Each HTML file has a corresponding txt file that contains the message text Lines in the txt file have the form Variable Message Change only this part Do not change the variable Refresh txt contains text greetings numbered that correspond to the Contact Center greeting numbers used in the skillset routing table Each text greeting in the refresh txt file is intended to correspond to a particular Contact Center greeting If corresponding text and voice greetings are used they must have similar content Note Only Msg txt and Refresh txt files contain text that you can modify gt Creating and distributing web page lists You can create bookmarked lists of web pages that agents can push to callers After you create a web page list export it in a shared directory on your network and tell the Multimedia Contact Center Administrator to notify agents to import the list Note You must use Internet Explorer for the web page
30. oper Guide 38 Index no phone lines available 24 refresh 26 server down 21 24 session completed 23 uploading 30 user busy 23 viewing 28 web refresh 26 Msg html customizing 32 Multimedia Contact Center agent software 15 CGI parameters 14 graphics 36 optional CGI parameters 14 restricting access to 14 URL encoded hypertext link interface 16 using HTML frames 16 Multimedia Contact Center unavailable message 21 N No agents logged on message 22 No answer message 24 No phone lines available message 24 P Phone line busy message 23 Plug ins 17 Prerequisites 9 R Refresh message 26 Refresh html customizing 34 Refresh txt customizing 34 Refresher CGI scripts 14 related publications 12 Restricting access to Multimedia Contact Center 14 S Server down message 21 24 Session completed message 23 Skillset IDs 10 T txt files customizing 35 U User busy message 23 W Web page lists about 35 creating and distributing 35 downloading 28 exporting 35 uploading 30 viewing 28 Web pages customization example 29 Web refresh message 26 NN40040 100
31. page such as colors and fonts and the layout of the page The page uses a table to control the page width NN40040 100 Chapter 4 Customizing Multimedia Contact Center 33 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 PreferencesDatalInterface e PreferencesDataCallerName e PreferencesDataCallerEmail PreferencesDataPhoneBrowser e PreferencesDataCallerDNS 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 but you must maintain the syntax of the following link a href javascript doVBLink gt FONT COLOR blue gt Click here to connect to an agent using Multime
32. pleted All Multimedia Contact Center lines are currently busy Please try again later 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 Avaya 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 Avaya Multimedia Contact Center Sorry your call could not be completed because you did not answer your phonc If your phone did not ring please check your calling preferences and try again NN40040 100 Chapter 3 Multimedia Contact Center messages 25 Connected message Callers see the following message when they connect to an agent Multimedia Contact Center Message Avaya 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 page 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 Multimedia Contact Center Message Avaya Multi
33. s 0 eee eeenneeeeeeeeneeeeeeeeneeeeeeeenaeeeeeeeaaes 28 To pustamize wel DOES ose cus Oe qr Res UR ean eG leaned eed a NANA SARA SR 28 To customize an Msg html file for the ABC Computer Company an overview 29 To customize an MSG html file for the ABC Computer Company an overview 29 To upload Spanish language status and error messages an overview 29 Te ar the PIG Ie ae Ser UNT 30 Te upload or delete customized files wiasiccisssiassecsiedainnnddsdainaeenbiaasoeissentinsvenieseisinenssaisaeenion 30 Tee AB IN SI Mr er NS LR ete ais Rte 32 TRG Gta tS SE aT WU i e ET 35 Avaya Multimedia Contact Center Web Developer Guide 4 Task list NN40040 100 Contents 5 Contents TASK Gh ETT 3 og ou PMPTT UEISTITTTTSTTM 5 Customer SerVICE si ss a vas le re ar r ERE DRED REEL RR Pa 7 Naviga or oss ERR sree CERT RR EERE COS RR RE Fa TSAR SES Fes T Getting technical documentation 22 ccccksscnesseusadaeee Enki RARE RANA e 7 Getting product training essi ead RURE XE ERI Sq EREGU nee ss F Getting help from a distributor or reseller llle 7 Getting technical support from the Avaya Web site liess 7 Chapter 1 ccu Rp rp MORTEM Cnt 9 Prerequisites for customizing Multimedia Contact Center web pages 9 BUND EE 6 aven br diar h Ra wd dada s PRE ROG s KR REG Radequeasxpddce sets 10 ARON 244 402 4 acf Kop Ree Eddy dk 3d be E
34. s on page 27 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 Avaya BCM using the ABC Computer Company name and password Upload the file Refer to Uploading or deleting web pages on page 30 To upload Spanish language status and error messages an overview 1 Download the Msg html and Msg txt template files from Avaya BCM to your desktop and customize them Refer to Downloading web pages and viewing web page lists on page 27 Upload the files using the procedure in Uploading or deleting web pages on page 30 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 Avaya Multimedia Contact Center Web Developer Guide 30 Chapter 4 Customizing Multimedia Contact Center 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 Business Element Manager The Bu
35. s 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 have 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 optio
36. siness Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Click the Applications folder 3 Click Voice Messaging Contact Center The Voice Messaging 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 7 Click Add The Add MMCC Interface page appears 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 Avaya BCM 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 Business Element Manager The Business Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Click the Applications folder 3 Click Voice Messaging Contact Center NN40040 100 Chapter 4 Customizing Multimedia Contact Center 31 The Voice Messaging 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 7 Click View Change in t
37. stomize a Multimedia Contact Center page download it to your computer customize it and then upload it to Avaya BCM You can also view the lists of Multimedia Contact Center files that are on your system Avaya Multimedia Contact Center Web Developer Guide 28 Chapter 4 Customizing Multimedia Contact Center To download web pages or view lists of pages 1 Launch and log on to Business Element Manager The Business Element Manager opens with the Configuration tab selected in the Task Navigation Panel 2 Click the Applications folder 3 Click Voice Messaging Contact Center The Voice Messaging 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 7 Click 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 8 Todownload a file right click the download link click Save As and save the file to your PC the customized files you uploaded to the Avaya BCM If you have not uploaded any files the folder is empty Note If you click the View Change for a customized interface you see a list of gt Customizing web pages You or your web developer can customize web pages and upload them to Avaya B
38. t 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 hitps lt bcmip gt ivb cgi bin vb exe gt METHOD POST gt i ales ND lt INPUT TYPE hidden NAME cmd VALUE call gt H 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 Technical Support Tracking Orders 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 The following HTML code is an example of a data exchange only call type using a URL encoded hypertext interface A HREF https ocm 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
39. ultimedia Contact Center Web Developer Guide 18 Chapter 2 Integrating Multimedia Contact Center with a website NN40040 100 19 Chapter 3 Multimedia Contact Center messages Multimedia Contact Center messages are web pages that are sent from a business web site to callers who are customers contacts or web surfers who have contacted the business These messages assist callers in making contact with the business give callers choices in the type of media they use to 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 19 e Status and error messages on page 21 e Web refresh message on page 26 e downloading message templates see Downloading web pages and viewing web page lists on page 27 e customizing messages see Customizing web pages on page 28 e uploading web pages see Uploading or deleting web pages on page 30 creating and distributing lists of web pages see Creating and distributing web page lists on page 35 creating customized interfaces
40. zed 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 Avaya Business Communications Manager Avaya BCM 6 0 that supports several businesses you can create a different interface for each business To use customized interfaces for your website you must include the interface parameter with each call chat or setup comment you put on the website For example to use customized Spanish Multimedia Contact Center template pages from a hyperlink include the parameter interface spanish in the link When you upload the customized pages make sure you upload the customized Spanish pages to the interface named Spanish For an HTML form include a line similar to this example lt INPUT TYPE hidden NAME interface VALUE Spanish Downloading web pages and viewing web page lists To cu
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