Avaya Multimedia Contact Center User Manual

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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

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, services, 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 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").

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 have 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 pages .............................................................	28
To customize web pages...............................................................................................	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
To add the MMCC interface ..........................................................................................	30
To upload or delete customized files .............................................................................	30
To upload a media file ...................................................................................................	32
To create a list of web pages.........................................................................................	35

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Contents 5

Task list. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Customer service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Getting technical documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Getting product training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Getting help from a distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Getting technical support from the Avaya Web site . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 1

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Prerequisites for customizing Multimedia Contact Center web pages . . . . . . . . . . . .	. 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	10
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	10
Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	11
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	12

Chapter 2

Integrating Multimedia Contact Center with a website. . . . . . . . . . . . . . . . 13

Multimedia Contact Center call types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	13
Multimedia Contact Center CGI parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	14
Optional Multimedia Contact Center CGI parameters . . . . . . . . . . . . . . . . . . . . . .	14
How Multimedia Contact Center launches calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	14
Using call command parameters in HTML forms . . . . . . . . . . . . . . . . . . . . . . . . .	14
Placing a browser-only call to an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	15
Using a URL-encoded hypertext link interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	16
Using Multimedia Contact Center with HTML frames . . . . . . . . . . . . . . . . . . . . . . . . .	16
Tips for designing a website to work with Multimedia Contact Center . . . . . . . . . . . .	17

Chapter 3

Multimedia Contact Center messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Call setup messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Call setup page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Caller setup page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Status and error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Multimedia Contact Center unavailable message . . . . . . . . . . . . . . . . . . . . . . . . . 21 No agents logged on message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Bad calling preferences message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Choose how to connect message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

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Session completed message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 User busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Lines busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Make call failed message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 No answer message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Connected message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Call transferred message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Web refresh message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 4

Customizing Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using customized interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Downloading web pages and viewing web page lists . . . . . . . . . . . . . . . . . . . . . . . . . 27 Customizing web pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Downloading, customizing, and uploading pages . . . . . . . . . . . . . . . . . . . . . . . . . 29 Overviews of downloading, customizing and uploading pages . . . . . . . . . . . . . . . 29 Adding MMCC interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Uploading or deleting web pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 About customizing Multimedia Contact Center web pages . . . . . . . . . . . . . . . . . . . . . 32 Customizing Msg.html . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Customizing CallSetup.html . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Customizing CallerSetup.html . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Customizing LaunchMonitor.html . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Pop-up blocker applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Customizing Refresh.html . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Customizing .txt files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Creating and distributing web page lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Multimedia Contact Center graphics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

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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

•“Getting help from a distributor or reseller” on page 7

•“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 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.

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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

•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:

•the default Multimedia Contact Center messages see Chapter 3, “Multimedia Contact Center messages

•downloading message templates see “Downloading web pages and viewing web page lists” on page 27

•customizing messages see “About customizing Multimedia Contact Center web pages” on page 32

•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 35

Prerequisites for customizing Multimedia Contact Center web pages

To customize Multimedia Contact Center web pages you must know

•web page development techniques, including how to use frames and tables

•HTML syntax, especially the <FORM> tag

•how to access CGI scripts

•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.

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In this document, the server that Multimedia Contact Center is installed on is referred to as <bcmip>

where:

•<bcmip> is the IP address of the Avaya BCM system

The Contact Center system administrator must provide you with:

•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 host that forwards requests to the Avaya BCM

•the name of the Avaya BCM account

•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

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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.

Note: Alerts you to important information.

Tip: Alerts you to additional information that can help you perform a task.

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	ïïï ï ï	Command line prompts on display telephones.
the top line of the display)

Underlined word in capital letters	ïïï ï	Display option. Available on two line display
(shown in the bottom line of a two		telephones. Press the button directly below the
line display telephone)		option on the display to proceed.

Dialpad buttons		Buttons you press on the dialpad to select a
		particular option.

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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.

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