N-TeliWeb User Guide Release 4.0 Part No. 77000WEB02 April 2001 Printed in the U.S.A.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. NEC America will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.
Table of Contents Contents N-TeliWeb 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installing N-TeliWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 WebCall Directory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Applet Subdirectory Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents ii N-TeliWeb 4.
Overview N-TeliWeb 4.0 Overview N-TeliWeb NCS Ware 4.0 integrates VoIP, Auto Attendant, and Microsoft Internet Information Services (IIS) to provide the N-TeliWeb feature that allows internet users to talk to an extension via VoIP and share web pages. System Requirements • Client/Server System only: NCS Ware Release 4.0 or higher running on Windows 2000 or Windows NT. • Client System: Microsoft Internet Explorer 5.5 or better, or Netscape 4.7 or better; NetMeeting 3.01; and Sound Card.
N-TeliWeb 4.0 Installing N-TeliWeb Make sure NCS Ware Release 4.0 has been installed on the NCS Serv system and the link to TCP/ IP is enabled before continuing with N-TeliWeb setup. 1. Log in to the client machine using a domain account and make sure it is connected to the network on which NCS Serv is running. 2. Exit any/all Windows applications. 3. Insert the N-TeliWeb CD into the CD ROM drive of the IIS web server. 4. Run the Setup.exe program in the N-TeliWeb\WebCall folder on the N-TeliWeb CD.
WebCall Directory Structure 6. To verify the physical location of the WebCall directory, right-click Default Web Site and select Properties. On the Home Directory tab of the Properties dialog, the Local Path field shows the WebCall physical location on the drive (in this case C:\Inetpub\wwwroot). N-TeliWeb Figure 3. Local Path in IIS Properties dialog WebCall Directory Structure The WebCall directory contains the following subdirectories • Applet—Sample files you can use to set up N-TeliWeb.
N-TeliWeb 4.0 Applet Subdirectory Files The Applet subdirectory contains sample pages you can use to set up WebCall, as well as files necessary for proper N-TeliWeb functioning. • Contact.htm—Customer Information page for use with Auto Attendant • contactinfo.htm—Customer Information page for use without Auto Attendant • customerid.htm—Page where caller enters customer ID • directory.htm—Template for creating an in-house N-TeliWeb directory (for internal use only) • IVR_top.htm—Frameset for top.
Collecting Form Data, IVR Data and URL History Collecting Form Data, IVR Data and URL History You can configure N-TeliWeb to display Form Data, IVR Data, and URL History when a web call is answered by an extension with the NTeliAgent application. N-TeliWeb The IVR data comes from the Auto Attendant / Collect Digit action. The Form Data come from the
N-TeliWeb 4.0 Scenario 1—Caller Data from Web Page The following scenario, based on contactinfo.htm, exemplifies the simplest implementation of N-TeliWeb. 1. A web caller browses the company web site and has a question regarding some product information. 2. The web caller clicks the "contact us" link on the web page. The Customer Information page (contactinfo.htm) opens. Figure 5. 6 Contactinfo.htm page N-TeliWeb 4.
Scenario 1—Caller Data from Web Page 3. The web caller enters the required information, then clicks the Submit button. The WebCall window (webcall.htm) appears. N-TeliWeb Figure 6. The WebCall window If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. This scenario directly dials a pre-set extension. You can also set the WebCall window to display a DialPad that caller can use to dial any extension.
N-TeliWeb 4.0 5. If the call goes to an N-TeliAgent user, the Caller Data window shows the Form Data and URL history. Figure 7. 6. 8 Caller Data window in N-TeliAgent From this point, in addition to voice communication, the agent can push and share web pages with the caller. For procedures, refer to Chapter 4, "Using Center as a Workgroup Member," in the Center 4.0 User Guide. N-TeliWeb 4.
Customizing Contactinfo.htm Customizing Contactinfo.htm You can use the Contact.htm page to collect caller information, and automatically direct the call to a specific extension.This collected information is then displayed on the agent’s screen. To Alter Form Data 1. Change the ServerIP Set the value of the ServerIP to the IP address of the server on which NCS Ware resides. 2.
N-TeliWeb 4.0 Scenario 2—Caller Data from Auto Attendant The following scenario, based on contact.htm, exemplifies a customized implementation of N-TeliWeb. 1. A web caller browses the company web site and has a question regarding some product information. 2. The web caller clicks the "contact us" link on the web page. The Customer Information page (contact.htm) opens. Figure 8. 10 Contact.htm page N-TeliWeb 4.
Scenario 2—Caller Data from Auto Attendant 3. The web caller enters the required information, then clicks the Submit button. The WebCall window (webcall.htm) appears. N-TeliWeb Figure 9. The WebCall window with DialPad visible If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. 4.
N-TeliWeb 4.0 Figure 10. 5. The caller selects Sales, and the customer ID window (customerid.htm) appears. Figure 11. 6. Customer Support page Customer ID page Once the caller enters the customer ID and clicks Submit, the Product ID window (productid.htm) appears. Figure 12. Product ID page 7. After the caller enters the product ID and clicks Submit, the web caller is routed to the proper extension. 12 N-TeliWeb 4.
Scenario 2—Caller Data from Auto Attendant 8. If the call goes to an NTeliAgent user, the Caller Data window shows Form data, IVR data and URL history. N-TeliWeb Figure 13. 9. Caller Data window in N-TeliAgent From this point, in addition to voice communication, the agent and caller can share web pages. For procedures, refer to Chapter 4, "Using Center as a Workgroup Member," in the Center 4.0 User Guide. N-TeliWeb 4.
N-TeliWeb 4.0 Customizing Contact.htm You can use the Contact.htm page to collect caller information, and then automatically direct the call to a specific extension.This caller information is then displayed on the agent’s screen. To Alter Form Data Using Notepad or another html editor, modify Contact.htm source code as follows: 1. Change the ServerIP Set the value of the ServerIP to the IP address of the server on which NCS Ware resides. 2.
Configuring Auto Attendant for Scenario 2 Configuring Auto Attendant for Scenario 2 IVR_top.htm 2 1 sales_cid.htm sales_pid.htm 3 4 Figure 14. Using Auto Attendant to push pages to the caller N-TeliWeb 4.0 User Guide 15 N-TeliWeb Scenario 2 demonstrates how to use Auto Attendant in conjunction with N-TeliWeb. For example, when the web caller clicks the Submit button (1), WebCall connects and the Customer Support page appears.
N-TeliWeb 4.0 Configuring Auto Attendant For detailed instructions, refer to Chapter 7, "Auto Attendant Configuration," in the System Administration Manual. 1. Run Auto Attendant. Select which Auto Attendant to use. 2. Select 0-expand tree (top level). Figure 15. 3. Auto Attendant Configuration - Top Menu Make the following entries, then click Apply. • Type an Item Name, if desired (such as TOP MENU). • To assign a voice message, check Prompt and select the number of the appropriate message.
Configuring Auto Attendant for Scenario 2 4. Select 1-get digits (next level). N-TeliWeb Figure 16. 5. Auto Attendant configuration - level 2 Make the following entries, and click Apply. • Type an Item Name, if desired (CUSTOMER ID). • Check Push URL, and type the path to the page you want to display (e.g., sales_cid.htm.) • Select Adv.-Collect Digits from the Actions dropdown list. • Set the Min. and Max. Lengths for digits that the caller must enter.
N-TeliWeb 4.0 6. Select &-get digits (next level). Figure 17. 7. Auto Attendant configuration - level 3 Make the following entries, then click Apply. • Type an Item Name, if desired (PRODUCT ID). • Check Push URL, and type the path to the page you want to display (e.g., sales_pid.htm.) • Select Adv.-Collect Digits from the Actions dropdown list. • Set the Min. and Max. Lengths for digits that the caller must enter.
Configuring Auto Attendant for Scenario 2 8. Select &-to extension (next level). N-TeliWeb Figure 18. 9. Auto Attendant configuration - send to extension Make the following entries, then click Apply. • Type an Item Name, if desired (i.e. CALL SALES). • Select Call.-Ext/Workgroup from the Actions dropdown list. • Select the Extension/Workgroup from dropdown list. N-TeliWeb 4.
N-TeliWeb 4.0 Troubleshooting If a web caller cannot connect, and an error message displays, the cause may be one of the following: Error Message Cause • • • Option Pack is not installed. • Server connection failed. Please try again later Please try again later. No more available sessions. Please try again later. 20 N-TeliWeb 4.0 User Guide • NCS Serv IP address is not correct NCS Serv is not running Firewall is not open NCS Serv does not have Center 4.0 Option Pack License.
Uninstalling N-TeliWeb Uninstalling N-TeliWeb 1. From the Windows Start menu, select Programs 4.0 Uninstall N-TeliWeb 4.0. N-TeliWeb 2. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. 1. In the Control Panel, select Add/Remove Programs. 2. Choose N-TeliWeb 4.0 and click the Add/Remove or Change/Remove button, depending on which version of Windows you’re running. 3.
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NEC America, Inc., Corporate Networks Group 4 Forest Parkway, Shelton, CT 06484 Tel: 800-365-1928 Fax: 203-926-5458 cng.nec.com Other Important Telephone Numbers Sales: . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customer Service: . . . . . . . . . . . . . . . . . . . Customer Service FAX: . . . . . . . . . . . . . . . Technical Service: . . . . . . . . . . . . . . . . . . . Discontinued Product Service: . . . . . . . . . . Technical Training: . . . . . . . . . . . . . . . . . . .
