Avaya Multimedia Contact Center User Manual

BCM50 3.0Contact CenterDocument Status: StandardDocument Number: NN40040-100Document Version: 02.01Date: August 2007Multimedia Contact Center Web Deve

10 Chapter 1 Getting startedNN40040-100In this document, the server that Multimedia Contact Center is installed on is referred to as <bcmip>

Chapter 1 Getting started 11Multimedia Contact Center Web Developer GuideSymbols and text conventionsThese symbols are used to Highlight critical

12 Chapter 1 Getting startedNN40040-100Related publicationsThis document refers to other related publications, which appear in the following list.

Chapter 1 Getting started 13Multimedia Contact Center Web Developer GuideGetting Help from a specialist by using an Express Routing CodeTo access

14 Chapter 1 Getting startedNN40040-100

15Multimedia Contact Center Web Developer GuideChapter 2Integrating Multimedia Contact Center with a websiteThis section describes how to use CGI scri

16 Chapter 2 Integrating Multimedia Contact Center with a websiteNN40040-100Multimedia Contact Center CGI parametersTwo fundamental parameters are

Chapter 2 Integrating Multimedia Contact Center with a website 17Multimedia Contact Center Web Developer GuideUsing call command parameters in HTM

18 Chapter 2 Integrating Multimedia Contact Center with a websiteNN40040-100The following HTML code is an example of a data exchange only call typ

Chapter 2 Integrating Multimedia Contact Center with a website 19Multimedia Contact Center Web Developer GuideThe following example shows the use

Copyright © 2005–2007 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, config

20 Chapter 2 Integrating Multimedia Contact Center with a websiteNN40040-1003 Program the MMCC Public Hostname in Contact Center properties with &

21Multimedia Contact Center Web Developer GuideChapter 3Multimedia Contact Center messagesMultimedia Contact Center messages are web pages that are se

22 Chapter 3 Multimedia Contact Center messagesNN40040-100Call setup messages“Call setup page” shows the initial interface for callers.Call setup

Chapter 3 Multimedia Contact Center messages 23Multimedia Contact Center Web Developer GuideCaller setup pageCallers see the following HTML page a

24 Chapter 3 Multimedia Contact Center messagesNN40040-100Status and error messagesDuring a call, a caller can see one or more of these status and

Chapter 3 Multimedia Contact Center messages 25Multimedia Contact Center Web Developer GuideBad calling preferences messageCallers see the followi

26 Chapter 3 Multimedia Contact Center messagesNN40040-100Session completed messageCallers see the following message after they click the Hangup b

Chapter 3 Multimedia Contact Center messages 27Multimedia Contact Center Web Developer GuideMake call failed messageCallers see the following mess

28 Chapter 3 Multimedia Contact Center messagesNN40040-100Connected messageCallers see the following message when they connect to an agent.Call tr

Chapter 3 Multimedia Contact Center messages 29Multimedia Contact Center Web Developer GuideWeb refresh messageCallers see the following message w

Task list 3Multimedia Contact Center Web Developer GuideTask listTo download web pages or view lists of pages ...

30 Chapter 3 Multimedia Contact Center messagesNN40040-100

31Multimedia Contact Center Web Developer GuideChapter 4Customizing Multimedia Contact CenterCustomizing Multimedia Contact Center web pages involves:

32 Chapter 4 Customizing Multimedia Contact CenterNN40040-100Downloading web pages and viewing web page listsTo customize a Multimedia Contact Cen

Chapter 4 Customizing Multimedia Contact Center 33Multimedia Contact Center Web Developer Guide7 Click View for the default interface to see the l

34 Chapter 4 Customizing Multimedia Contact CenterNN40040-100To customize web pages1 Download the web page or web page list you want to customize

Chapter 4 Customizing Multimedia Contact Center 35Multimedia Contact Center Web Developer GuideTo upload Spanish-language status and error message

36 Chapter 4 Customizing Multimedia Contact CenterNN40040-1006 Click Customize MMCC Files.The Customize MMCC window opens.7 Click Add.The Add MMCC

Chapter 4 Customizing Multimedia Contact Center 37Multimedia Contact Center Web Developer Guide3 Click Voice Messaging/Contact Center.The Voice Me

38 Chapter 4 Customizing Multimedia Contact CenterNN40040-100In this example, View/Change was clicked for the customized interface named Spanish.T

Chapter 4 Customizing Multimedia Contact Center 39Multimedia Contact Center Web Developer Guide8 Click Add.The Add Customized File window opens.9

4 Task listNN40040-100

40 Chapter 4 Customizing Multimedia Contact CenterNN40040-100To upload a media fileTo upload a customized file for the media interface, complete t

Chapter 4 Customizing Multimedia Contact Center 41Multimedia Contact Center Web Developer Guide5 In the Media File Name field, enter the name of t

42 Chapter 4 Customizing Multimedia Contact CenterNN40040-100• !@#$PreferencesDataCallerEmail$#@!• !@#$PreferencesDataPhoneBrowser$#@!• !@#$Prefer

Chapter 4 Customizing Multimedia Contact Center 43Multimedia Contact Center Web Developer GuideYou can alter the style of LaunchMonitor.html, but

44 Chapter 4 Customizing Multimedia Contact CenterNN40040-100Customizing .txt filesEach HTML file has a corresponding txt file that contains the m

Chapter 4 Customizing Multimedia Contact Center 45Multimedia Contact Center Web Developer GuideMultimedia Contact Center graphicsYou can design we

46 Chapter 4 Customizing Multimedia Contact CenterNN40040-100

Index 47Multimedia Contact Center Web Developer GuideIndexAAgent software 17ASPs 19BBookmarkscreating and distributing 44exporting 44Busy phon

48 IndexNN40040-100NN40040-100no answer 27no phone lines available 26refresh 29server down 24, 27session completed 26uploading 36user busy

Contents 5Multimedia Contact Center Web Developer GuideContentsHow to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6 ContentsNN40040-100Chapter 4Customizing Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Using customized inte

7Multimedia Contact Center Web Developer GuideHow to get helpThis section explains how to get help for Nortel products and services.Getting Help from

8 How to get helpNN40040-100

9Multimedia Contact Center Web Developer GuideChapter 1Getting startedThis guide is about how a web developer integrates Multimedia Contact Center wit