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Related Manuals for Altigen AltiWeb
Summary of Contents for Altigen AltiWeb
- Page 1 AltiWeb™ Manual 02/2004 0000-0001-5.0...
- Page 2 This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.
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Page 3: Table Of Contents
Contents New in Version 5.0 ........1 System Requirements . - Page 4 AltiWeb...
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Page 5: New In Version 5.0
AltiWeb AltiWeb AltiServ Contact Center 5.0/AltiContact Manager 5.0 integrates VoIP, Auto Attendant, and Microsoft Internet Information Services (IIS) to provide the AltiWeb feature, which allows internet users to talk to an extension via VoIP and share web pages. New in Version 5.0 •... -
Page 6: Altiweb Components
AltiWeb Components AltiWeb Components Figure 1. AltiWeb Component Overview Installing AltiWeb Make sure AltiServ Contact Center/AltiContact Manager Release 5.0 has been installed on the system and the link to TCP/IP is enabled before continuing with CDR Search setup. Log in to the client machine using a domain account and make sure it is connected to the network on which ACC/ACM is running. - Page 7 AltiWeb AltiWeb installs into the Home directory of the IIS server. To verify installation, start IIS, and select Default Web Site. The WebCall directory appears at the bottom of the directory, as shown below. Default Web Site WebCall Figure 2. Logical AltiWeb installation in IIS Verify the physical location of the AltiWeb directory by right-clicking the Default Web Site, and selecting Properties.
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Page 8: Altiweb Directory Structure
AltiWeb Directory Structure physical location on the drive (in this case C:\Inetpub\wwwroot\altiweb). Figure 3. Local Path in IIS Properties dialog AltiWeb Directory Structure The AltiWeb directory contains the following subdirectories: • Applet—Sample files you can use to set up AltiWeb. Refer to the following sections for details. -
Page 9: Collecting Form Data, Ivr Data, And Url History
AltiWeb • customerid.htm—Page where caller enters customer ID • directory.htm—Template for creating an in-house AltiWeb directory (for internal use only) • IVR_top.htm—Frameset for top.htm and IVRApplet.htm • IVRApplet.htm—Sends connected information to the main AltiWeb applet • NetMeeting.htm—Error message indicating NetMeeting not found and providing opportunity to download •... -
Page 10: Tagging Pages For Url History
AltiWeb Directory Structure The IVR data comes from the Auto Attendant/Collect The Form Data come from the <form name=infoForm> fields in the source code of Contact.htm or Contactaltigen.htm The URL History shows all URL paths to tagged html pages the caller visited prior to the call. - Page 11 AltiWeb A web caller browses the company web site and has a question regarding some product information. The web caller clicks the "contact us" link on the web page. The Customer Information page (contactaltigen.htm) opens. Figure 5. Contactaltigen.htm page AltiWeb...
- Page 12 AltiWeb window to display a DialPad the caller can use to dial any extension. For details, refer to “Customizing Contactaltigen.htm” on page 9. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller is routed to the proper extension. 8 AltiWeb...
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Page 13: Customizing Contactaltigen.htm
AltiWeb If the call goes to an AltiAgent user, the Caller Data window shows the Form Data and URL history. Figure 7. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent can push and share web pages with the caller. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data”... -
Page 14: Scenario 2-Caller Data From Ivr
AltiWeb Directory Structure To alter form data: Using Notepad or another html editor, modify Contactaltigen.htm source code as follows: Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiWare resides. <input type="hidden" name="ServerIP" value="206.111.153.203"> Set DialPad visibility. - Page 15 AltiWeb A web caller browses the company web site and has a question regarding some product information. The web caller clicks the "contact us" link on the web page. The Customer Information page (contact.htm) opens. Figure 8. Contact.htm page AltiWeb...
- Page 16 Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller sees the Customer Support page, and hears a prompt requesting the selection of Sales or Tech support.
- Page 17 AltiWeb The caller selects Sales, and the Customer ID window (customerid.htm) appears. Figure 10. Customer ID window Once the caller enters the customer ID and clicks Submit, the Product ID window (productid.htm) appears. Figure 11. Product ID window After the caller enters the product ID and clicks Submit, the web caller is routed to the proper extension.
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Page 18: Customizing Contact.htm
AltiWeb Directory Structure If the call goes to an AltiAgent user, the Caller Data window shows Form data, IVR data, and URL history. Figure 12. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent and caller can share web pages. - Page 19 AltiWeb To alter form data: Using Notepad or another html editor, modify Contact.htm source code as follows: Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiWare resides. <input type="hidden" name="ServerIP" value="206.111.153.203"> Set DialPad visibility.
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Page 20: Configuring Ivr For Scenario 2
AltiWeb Directory Structure Configuring IVR for Scenario 2 Scenario 2 demonstrates how to use AA/IVR in conjunction with AltiWeb. For example, when the web caller clicks the Submit button (1), Web Call connects and the Customer Support page appears. When the customer clicks Sales (2), the Customer ID (3) and Product ID (4) pages follow before the caller is put through. -
Page 21: Configuring Ivr
AltiWeb Configuring IVR Note: For detailed instructions, refer to IVR Configuration in the AltiWare System Installation & Administration Manual or AltiContact Manager System Administration Manual. Run IVR. Select 0-expand tree. Figure 14. "0 - expand tree" window Make the following entries, then click Apply. •... - Page 22 AltiWeb Directory Structure Select 1-get digits. Figure 15. "1-get digits" window Make the following entries, and click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_cid.htm).
- Page 23 AltiWeb Select &-get digits. Figure 16. "& - get digits" window Make the following entries, then click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_pid.htm).
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Page 24: Troubleshooting
AltiWeb Directory Structure Select &-to extension. Figure 17. "& - to extension" window Make the following entries, then click OK. • Type an Item Name, if desired. • Select Call - To Ext/Workgroup from the Actions dropdown. • Select the Extension Troubleshooting If a web caller cannot connect and an error message displays, the cause may be one of the following:... -
Page 25: Uninstalling Altiweb
AltiWeb Security AltiWeb (and AltiReach) uses Microsoft IIS as a web server, which poses web server security issues common to all Microsoft users. AltiGen recommends the following basics steps to protecting AltiWare from viruses and worms: •... -
Page 26: Enable Real-Time Scan
AltiWeb Security To receive updates from the Symantec LiveUpdate web site Click on File menu and choose schedule updates Check enable scheduled automatic updates and click Schedule button Set it for Daily at 8:00 PM To receive updates on the fly, Click on File menu and choose LiveUpdate and get the latest virus definition. -
Page 27: Schedule Daily Full Scan On All Drives
AltiWeb Check Exclude selected files and folders and click Exclusions button Enable Check file for exclusion before scanning and click Files/ Folders button Find and check Altiserv and Postoffice folders and click OK Schedule Daily Full Scan on all drives Choose Edit menu and New Scheduled Scan Edit the job name, ex, Daily Full Scan. - Page 28 AltiWeb Security 24 AltiWeb...