Avaya Multimedia Call Center User Manual

Part No. P0935740 0618 September 2003Multimedia Call CenterWeb Developer Guide

10 Chapter 2 Integrating Multimedia Call Center with a websiteP0935740 06Multimedia Call Center CGI parametersTwo fundamental parameters are passe

Chapter 2 Integrating Multimedia Call Center with a website 11Multimedia Call Center Web Developer GuideUsing call command parameters in HTML form

12 Chapter 2 Integrating Multimedia Call Center with a websiteP0935740 06Using a URL-encoded hypertext link interfaceThe simplest way to include t

Chapter 2 Integrating Multimedia Call Center with a website 13Multimedia Call Center Web Developer GuideDesigning a website to work with Multimedi

14 Chapter 2 Integrating Multimedia Call Center with a websiteP0935740 06Communicating with Multimedia Call Center agent softwareThis HTML code sh

Chapter 2 Integrating Multimedia Call Center with a website 15Multimedia Call Center Web Developer GuideCall preferences - the setup commandMultim

16 Chapter 2 Integrating Multimedia Call Center with a websiteP0935740 06Bypassing Multimedia Call Center setup informationYou can bypass the Mult

Chapter 2 Integrating Multimedia Call Center with a website 17Multimedia Call Center Web Developer GuideMultimedia Call Center graphicsYou can des

18 Chapter 2 Integrating Multimedia Call Center with a websiteP0935740 06

19Multimedia Call Center Web Developer GuideChapter 3Multimedia Call Center messagesMultimedia Call Center messages are web pages that are sent from a

2P0935740 06Multimedia Call Center Web Developer GuideCopyright © 2003 Nortel NetworksAll rights reserved. 2003.The information in this document is su

20 Chapter 3 Multimedia Call Center messagesP0935740 06Call setup messages“Call setup page” on page 20 shows the initial interface for callers.“Pr

Chapter 3 Multimedia Call Center messages 21Multimedia Call Center Web Developer GuidePreferences pageCallers see this html form if they click the

22 Chapter 3 Multimedia Call Center messagesP0935740 06Status and error messagesDuring a call, a caller can see one or more of these status and er

Chapter 3 Multimedia Call Center messages 23Multimedia Call Center Web Developer GuideBad calling preferences messageCallers see this message if t

24 Chapter 3 Multimedia Call Center messagesP0935740 06Session completed messageCallers see this message after they click the Hangup button on the

Chapter 3 Multimedia Call Center messages 25Multimedia Call Center Web Developer GuideMake call failed messageCallers see this message if their ca

26 Chapter 3 Multimedia Call Center messagesP0935740 06Connected messageCallers see this message when they connect to an agent.MSG.htmlCall transf

27Multimedia Call Center Web Developer GuideChapter 4Customizing Multimedia Call Center web pagesCustomizing Multimedia Call Center web pages involves

28 Chapter 4 Customizing Multimedia Call Center web pagesP0935740 068 On the Tools menu click Multimedia Call Center Admin.The Enter Network Passw

Chapter 4 Customizing Multimedia Call Center web pages 29Multimedia Call Center Web Developer Guide12 Under the Customize heading, click the View/

3Multimedia Call Center Web Developer GuideContentsChapter 1About Multimedia Call Center web pages . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 4 Customizing Multimedia Call Center web pagesP0935740 06Customizing web pagesYou can customize web pages and upload them to Business C

Chapter 4 Customizing Multimedia Call Center web pages 31Multimedia Call Center Web Developer GuideUploading or deleting web pagesAfter you custom

32 Chapter 4 Customizing Multimedia Call Center web pagesP0935740 06To upload filesa In the Interface name box type the folder name you want to sa

Chapter 4 Customizing Multimedia Call Center web pages 33Multimedia Call Center Web Developer GuideAbout customizing Multimedia Call Center web pa

34 Chapter 4 Customizing Multimedia Call Center web pagesP0935740 06Customizing LaunchMonitor.htmlLaunchMonitor.html is the page used to launch th

Chapter 4 Customizing Multimedia Call Center web pages 35Multimedia Call Center Web Developer GuideCustomizing txt filesEach HTML file has a corre

36 Chapter 4 Customizing Multimedia Call Center web pagesP0935740 06Creating customized interfacesThe examples shown in this chapter are the defau

Multimedia Call Center Web Developer Guide37IndexAAgent software 14ASPs 13BBookmarkscreating and distributing 35exporting 35Busy phone line me

38 IndexP0935740 06no answer 25no phone lines available 24Preferences 21preferences saved 25refresh 26server down 22, 25session complet

4 ContentsP0935740 06No answer message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Connected m

5Multimedia Call Center Web Developer GuideChapter 1About Multimedia Call Center web pagesThis guide is about how a web developer integrates Multimedi

6 Chapter 1 About Multimedia Call Center web pagesP0935740 06The Call Center system administrator must provide you with• the Fully Qualified Domai

Chapter 1 About Multimedia Call Center web pages 7Multimedia Call Center Web Developer GuideAPAC (Asia Pacific)Technical SupportTelephone:+61 3886

8 Chapter 1 About Multimedia Call Center web pagesP0935740 06

9Multimedia Call Center Web Developer GuideChapter 2Integrating Multimedia Call Center with a websiteThis chapter is about using CGI scripts and HTML