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 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-TeliWeb 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installing N-TeliWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 WebCall Directory Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Applet Subdirectory Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Collecting Form Data, IVR Data and URL History . . . . . . . . . . . . . 5 Tagging Pages for URL History . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Scenario 1???Caller Data from Web Page . . . . . . . . . . . . . . . . . . . . . 6 Customizing Contactinfo.htm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Scenario 2???Caller Data from Auto Attendant. . . . . . . . . . . . . . . . 10 Customizing Contact.htm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Configuring Auto Attendant for Scenario 2 . . . . . . . . . . . . . . . . . . 15 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Uninstalling N-TeliWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

N-TeliWeb 4.0 User Guide i

Table of Contents

ii N-TeliWeb 4.0 User Guide

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.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. Follow the step by step installation instructions as they appear on the screen.

5.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.

Default Web Site

WebCall

Figure 2. Logical N-TeliWeb WebCall 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).

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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. Refer to the following sections for details.

???Docs???Documentation on N-TeliWeb

???Images???Graphics 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.

???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.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

???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.)

???productid.htm???Page where caller enters product ID

???sales_cid.htm???Frameset for customerid.htm

???sales_pid.htm???Frameset for productid.htm

???Top.htm???Collects caller input and sends the result to the next IVRApplet.htm

???WebCall.cab???Contains files necessary for the proper functioning of N-TeliWeb (Do not modify this file.)

???WebCall.htm???Page displaying WebCall window

???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

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.

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.

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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. 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.

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.

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N-TeliWeb 4.0 User Guide 9

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. Contact.htm page

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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.

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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. Once NetMeeting successfully 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.

The DialPad is visible to allow the web caller to close the Auto Attendant windows and dial a number directly, if so desired.

N-TeliWeb 4.0 User Guide 11

N-TeliWeb 4.0

Figure 10. Customer Support page

5.The caller 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.

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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.

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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="ServerIP" value="206.111.153.203">

2.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

<input type="hidden" name="Extension" value="300"><input type="hidden" name="DialPad" value="0">

Show DialPad, Let Caller Dial Extension

<input type="hidden" name="Extension" value=""><input type="hidden" name="DialPad" value="1">

3.Alter the data collection fields

Shown below is the form row that collects the caller???s full name.

Copy, modify or delete variables to your company???s specifications.

<tr>

<td align="left" width="128" bgcolor="#CCFF99">

<b><small><font face="Verdana">Customer Name </font></small></ b></td>

<td width=22 align=left></td> <td align=left width=282>

<font face=Verdana>

<input type="text" name="CustomerName" maxlength=40 size=20 tabindex=1>   </font></td>

</tr>

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.

TeliWeb-N

IVR_top.htm

2

1

4

Figure 14. Using Auto Attendant to push pages to the caller

N-TeliWeb 4.0 User Guide 15

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. Auto Attendant Configuration - Top Menu

3.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.

???Check Push URL, and type the path to the page you want to display.

???Select Level-Expand Tree in the Actions dropdown list.

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Configuring Auto Attendant for Scenario 2

4.Select 1-get digits (next level).

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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.

???Set the 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.

N-TeliWeb 4.0 User Guide 17

N-TeliWeb 4.0

6.Select &-get digits (next level).

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.

???Set the 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 &-to extension (next level).

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Figure 18. Auto Attendant configuration - send to extension

9.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 4.0 User Guide 19

N-TeliWeb 4.0

Troubleshooting

If a web caller cannot connect, and an error message displays, the cause may be one of the following:

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N-TeliWeb 4.0 User Guide 21

N-TeliWeb 4.0

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