NEC 48 Telephone User Manual
Contents
1. o ej 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 Cestomer Delos matioa Peek ima Exe TME TEAM LI PII DPI Tou can iy rem un crie d poo can araear ib quarton Dockraact sad Capa to go cur a a bus A cesar ir decorate de root 7 hoart peered and amp baarit cca hax Wir tomer ca ee rr A TI mue ua pi Sg Mi niii Us redeas do Airset sl aa Lo P Figure 8 Contact htm page 10 N TeliWeb 4 0 User Guide 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 E odin Brask errat Errira zj aj De uk em hein ooh ie Oo Boa ct Qo nd Df a a on d q Eak hn an fa See Presi Heep Zid LILI s 255 a ben dire LLL d ou dar n ion e t T E i c f DET plas uni e bee lace Hei ima Sabed Fwd i IDs ai reme Figure 9 The WebCall window with DialPad visible pts If NetMeeting is not installed on the caller s computer or tee d it s not configured correctly an error message displays 4 Once NetMeeting suc2. 203 925 8801 Discontinued Product Service 900 990 2541 Technical Training o ute der e betwee Rd rs 203 926 5430 Emergency Technical Service After Hours 203 929 7920 Excludes discontinued products
3. Lengths for digits that the caller must enter Adjust the WebCall Response Timeout to give the web caller enough time to provide all meaningful information N TeliWeb 4 0 User Guide 17 N TeliWeb 4 0 6 Select amp get digits next level 1 Fi PERODUCT Er Figure 17 Auto Attendant configuration level 3 7 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 Setthe Min and Max Lengths for digits that the caller must enter Adjust the WebCall Response Timeout to give the web caller enough time to provide all meaningful information 18 N TeliWeb 4 0 User Guide Configuring Auto Attendant for Scenario 2 8 Select amp to extension next level Fee x Eal Ta al xl T hiy Rn cuc ian Ceres pr e Figure 18 Auto Attendant configuration send to extension 9 Make the following entries then click Apply e 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 0 User Guide 19 T E i c 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 S
4. mentioned are trademarks or registered trademarks of their respective manufacturers Copyright NEC America 2001 All rights reserved Printed in U S A 4502 0001 A1 N TeliWeb 4 0 User Guide Table of Contents Contents N Tel WED 4 0 3 i s ee vec ER t ERR XE UE xq ue Ses 1 OVERVIEW sv oie e belU NM bte SEL dia 1 Installing N TeliWeb 0 0 0 cece cece eee 2 WebCall Directory Structure 00 0 000000 3 Applet Subdirectory Files eese 4 Collecting Form Data VR Data and URL History 5 Tagging Pages for URL History 00 0 5 Scenario 1 Caller Data from Web Page 6 Customizing Contactinfo htm 0 2 0 0 000000 9 Scenario 2 Caller Data from Auto Attendant 10 Customizing Contact htm 0 00 0 eee eee eee 14 Configuring Auto Attendant for Scenario2 15 Troubleshooting leleeeee IA 20 Uninstalling N TeliWeb 0 00 0 0 ee eee eee 21 N TeliWeb 4 0 User Guide i Table of Contents ii N TeliWeb 4 0 User Guide Overview N TeliWeb 4 0 Overview 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 T E i c System Requirements e Client Server System only NCS Ware Release 4 0 or high
5. NIEC N TeliWeb User Guide Release 4 0 Part No 77000WEB02 April 2001 Printed in the U S A 2106 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 Although NEC America has designed security features into its products it is your sole responsibility to use the security features and to establish security practices within your company including training security awareness and call auditing NOTICE While every effort has been made to ensure accuracy NEC America will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the NEC America License Agreement NEC America Inc Corporate Networks Group 4 Forest Parkway Shelton CT 06484 Telephone 203 926 5400 Fax 203 929 0535 Web site cng nec com TRADEMARKS NEC NCS Serv NCS Ware Extended Caller ID N TeliTouch NCS Link Plus NCS Console NCS Admin N TeliWeb and N TeliCall are trademarks or registered trademarks of NEC All other brand names
6. cessfully connects to a VoIP port the web caller sees the Customer Support page and hears a prompt requesting the selection of Sales or Tech support 2 The DialPad is visible to allow the web caller to close the n2 r 1 3 Auto Attendant windows and dial a number directly if so desired N TeliWeb 4 0 User Guide 11 N TeliWeb 4 0 Customer Support Figure 10 Customer Support page 5 Thecaller selects Sales and the customer ID window customerid htm appears Figure 11 Customer ID page 6 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 0 User Guide Scenario 2 Caller Data from Auto Attendant 8 Ifthe call goes to an NTeliAgent user the Caller Data window shows Form data IVR data and URL history Soerce Contact a Colleciad Caller Dela fram Aio Atcha Cuslomer IL 545 55 Product 0654356 Supp kani Calor Dais Collected Caler Daa hom reb Page Armen ecou Cro dean mere Jire 145 34 Fh Ba 3 Cra ditty presto DialPaci 1 Edension PesgtsPieset Sarai 20E 111153203 Submite bmi mp 111 1 53 24 webo appia em bes hia Customer dere jon dos T E i c Wab URL Fais hito zB 111 153 243 webcal fal cortan ieu hiri hap JA2UB 111 153 24 webos spp les cn tect him URL Shang A h
7. dant 772 For detailed instructions refer to Chapter 7 Auto 1 3 Attendant Configuration in the System Administration Manual 1 Run Auto Attendant Select which Auto Attendant to use 2 Select 0 expand tree top level 1 quel cias cariche E M8 ay Ds p E ipi phi Pri IS de z B k idirin OO LIU s For kat Hi niim Cx me dom m Figure 15 Auto Attendant Configuration Top Menu 3 Make the following entries then click Apply Type an Item Name if desired such as TOP MENU Toassign a voice message check Prompt and select the number of the appropriate message Check Push URL and type the path to the page you want to display Select Level Expand Tree in the Actions dropdown list 16 N TeliWeb 4 0 User Guide Configuring Auto Attendant for Scenario 2 4 Select 1 get digits next level He Er i F Pali TL a foie em x E D pide Toi Toy mide I k D kama Lag aj o PETH ll inis Digi Tira T Hiiti aic ad Casp e Tae m jen Jah ed ordi qp ta n spd bre mrt iiam i m lu E F Hai B n decian imam a Dargai mop mu Figure 16 Auto Attendant configuration level 2 5 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 Setthe Min and Max
8. e NTeliAgent application The IVR data comes from the Auto Attendant Collect Digit action S The Form Data come from the form name infoForm fields in the source code of Contact htm or Contactinfo htm pages T E 2 i c The URL History shows all URL paths to tagged html pages the caller visited prior to the call Figure 4 Caller Data window in NTeliAgent Tagging Pages for URL History To appear in the URL history the pages the caller visits prior to the call must be tagged as shown below head lt script language JavaScript src webcall js gt lt script gt lt script language JavaScript tagURL location href lt script gt lt head gt For more information on configuring e IVR Data Refer to Configuring Auto Attendant for Scenario 2 on page 15 e Form Data Customizing Contactinfo htm on page 9 or Customizing Con tact htm on page 14 N TeliWeb 4 0 User Guide 5 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 fra J rie ep RITH 181 DE ioc i inet corrio sm Customer Information Ema se e a rin here SM ee 15EL tT
9. endant e customerid htm Page where caller enters customer ID e directory htm Template for creating an in house N Teli Web directory for internal use only e VR top htm Frameset for top htm and IVRApplet htm IVRApplet htm Sends connected information to the main N TeliWeb applet NetMeeting htm Error message indicating NetMeeting not found and providing opportunity to download e Nsapplet zip Contains files necessary for the proper functioning of N TeliWeb Do not modify this file Nsplugin zip Contains files necessary for the proper functioning of N TeliWeb Do not modify this file e productid htm Page where caller enters product ID e sales cid htm Frameset for customerid htm e sales pid htm Frameset for productid htm e Top htm Collects caller input and sends the result to the next IVRApplet htm e WebCall cab Contains files necessary for the proper functioning of N TeliWeb Do not modify this file e WebCall htm Page displaying WebCall window e WebCall js JavaScript file necessary for the proper functioning of N TeliWeb Wizard htm Error message advising caller to run the initial configuration for NetMeeting 4 N TeliWeb 4 0 User Guide 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 th
10. er 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 Web Server Microsoft Internet Information Services IIS 4 0 5 0 N TeliWeb Components Wes Server fuming 55 NCE Sen Agent Ol 0 Ol User User User Figure 1 N TeliWeb Component Overview N TeliWeb 4 0 User Guide 1 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 Default Web Site 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 Exit any all Windows applications Insert the N TeliWeb CD into the CD ROM drive of the IIS web server Run the Setup exe program in the N TeliWeb WebCall folder on the N TeliWeb CD Follow the step by step installation instructions as they appear on the screen N TeliWeb 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 0 x Eten yew Pc X EP FL ER oF zig Dela FTP Sie 3 al eta web Elbe i EALES F ESA Bh ISHELF a SCRIPTS F Cal AvP WebCall 0 docs 5 Y ime H alb Acminietr sion web Sit Figure 2 Logical N TeliWeb WebCall
11. erver connection failed Please try again later NCS Serv IP address is not correct NCS Serv is not running Firewall is not open Option Pack is not installed Please try again later NCS Serv does not have Center 4 0 Option Pack License No more available sessions Please try again later All session licenses are used or there are no session licenses at all 20 N TeliWeb 4 0 User Guide Uninstalling N TeliWeb Uninstalling N TeliWeb 1 From the Windows Start menu select Programs N TeliWeb 4 0 Uninstall N Teli Web 4 0 Click OK when the dialog box asks if you want to uninstall the program and respond to any additional prompts Alternatively In the Control Panel select Add Remove Programs Choose N Teli Web 4 0 and click the Add Remove or Change Remove button depending on which version of Windows you re running Click OK to in the dialog box to confirm you want to remove the service and respond to any additional prompts N TeliWeb 4 0 User Guide 21 T E 2 o o N TeliWeb 4 0 22 N TeliWeb 4 0 User Guide NEC 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 iodo Doone kha o eorr ad aun 203 926 5450 Customer Service 4i do REED ad 203 926 5444 Customer Service FAX osse lc ns 203 926 5454 Technical Service o oooooooomo ooo
12. ind nir A pl haf ier et Bus a a Bird man affa ete rubus es pipt Figure 5 Contactinfo htm page 6 N TeliWeb 4 0 User Guide 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 T E i c Figure 6 The WebCall window n If NetMeeting is not installed on the caller s computer or A hod it s not configured correctly an error message displays p This scenario directly dials a pre set extension You can A d also set the WebCall window to display a DialPad that caller can use to dial any extension For details refer to Customizing Contactinfo htm on page 9 4 Once NetMeeting successfully connects to a VoIP port the web caller is routed to the proper extension N TeliWeb 4 0 User Guide 7 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 H Caller Data H Figure 7 Caller Data window in N TeliAgent 6 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 8 N TeliWeb 4 0 User Guide Customizing Contactinfo htm Customizing Contactinfo htm You can use the Contact htm page to collect caller information and a
13. installation in IIS 2 N TeliWeb 4 0 User Guide 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 bL liiir FRA Eton a e a Xm E Sd ra E ki A AE Beem Teresa aa Wh ue Due as ir Hera o Maece es Md eH Bede Tu Lei a Cien Fe e oops ccce oou T a oe Rapa qe quatn A h Ep Ronan p Lf T E i c Lage Es pe V7 EPO bea ed F i BU Maca A gS all Aare cers ve v e ete et m Figure 3 Local Path in IIS Properties dialog WebCall Directory Structure The WebCall directory contains the following subdirectories e Applet Sample files you can use to set up N TeliWeb Refer to the following sections for details Docs Documentation on N TeliWeb e Images QGraphics used in the html files residing in the Applet directory These subdirectories are also on the N TeliWeb CD disk N TeliWeb 4 0 User Guide 3 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 e Contact htm Customer Information page for use with Auto Attendant e contactinfo htm Customer Information page for use without Auto Att
14. ip Poe Rios Cerra hir hp ewe micro oft cos 2 2 9 9 y Figure 13 Caller Data window in N TeliAgent 9 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 0 User Guide 13 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 input type hidden name ServerlP value 206 111 153 203 gt Set DialPad visibility By default the code in contact htm is set to show the Dial Pad value 1 and not to dial a specific number value To hide the DialPad change the values as shown below Hide DialPad Autoconnect to Extension 300 lt input type hidden name Extension value 300 gt lt input type hidden name DialPad value 0 gt Show DialPad Let Caller Dial Extension lt input type hidden name Extension value name DialPad value 1 gt gt lt input type hidden Alter the data collection fields Shown below is the form row that collects the caller s fu
15. ll name Copy modify or delete variables to your company s specifications lt tr gt lt td align left width 128 bgcolor CCFF99 gt lt b gt lt small gt lt font face Verdana gt Customer Name amp nbsp lt font gt lt small gt lt b gt lt td gt lt td width 22 align left gt lt td gt lt td align left width 282 gt lt font face Verdana gt lt input type text name CustomerName maxlength 40 size 20 tabindex 1 gt amp nbsp amp nbsp lt font gt lt td gt lt tr gt 14 N TeliWeb 4 0 User Guide Configuring Auto Attendant for Scenario 2 Configuring Auto Attendant for Scenario 2 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 When the customer clicks Sales 2 the Customer ID 3 and Product ID 4 pages follow before the caller is put through mn 3 0 m d B 4 Hitoy Distom r Inlormation IVR top htm Customer Support Bn o0 Bu Bue SS Do oe al lr ar Pr In decorate che mom D hram panad and Caterpills Faan tcoma back Why Herma eke Pierre suia mand mew eira ro LL wwialed md mui ad n ind arai Mer aa mirii pee riim seeing eee pers ue pe 1 fubret Finna sales_cid htm Figure 14 Using Auto Attendant to push pages to the caller N TeliWeb 4 0 User Guide 15 T E i c N TeliWeb 4 0 Configuring Auto Atten
16. utomatically direct the call to a specific extension This collected information is then displayed on the agent s screen To Alter Form Data Using Notepad or another html editor modify Contactinfo 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 lt input type hidden name ServerlP value 206 111 153 203 gt Set DialPad visibility By default the code is set to hide the Dial Pad value 0 and to dial a specific number value 300 To show the Dial pad change the values as shown below Show DialPad Let Caller Dial Extension lt input type hidden name Extension value gt lt input type hidden name DialPad value 1 gt Hide DialPad Autoconnect to Extension 300 lt input type hidden name Extension value 300 gt lt input type hidden name DialPad value 0 gt Alter the data collection fields Shown below is the form row that collects the caller s first name Copy modify or delete variables to your company s specifications lt tr gt lt td width 240 bgcolor CCFF99 gt lt font size 2 face Verdana gt lt b gt First Name amp nbsp lt b gt lt font gt lt td gt lt td width 282 gt lt font face Verdana gt lt input type text size 20 maxlength 40 name FirstName tabindex 1 gt amp nbsp amp nbsp lt font gt lt td gt lt tr gt N TeliWeb 4 0 User Guide 9 T 2
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