Multimedia Contact Center

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TOSHIBA

Telecommunication Systems Division

Multimedia Contact Center

Installation and Integration Guide

Title Page

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Publication Information

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

Publication Information

Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

CIX-IG-MCCWC-VB Version B, November 2010

Our mission to publish accurate, complete, and user accessible documentation. At the time of printing, the information in this document was as accurate and current as was reasonably possible. However in the time required to print and distribute this manual additions, corrections, or other changes may have been made. To view the latest version of this or other documents please refer to the Toshiba FYI web site.

Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential

damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document.

THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE, WHETHER

EXPRESSED OR IMPLIED. THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE. ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL

CONFIGURATIONS, USE OF COLLATERAL EQUIPMENT, OR OTHER FACTORS.

© Copyright 2009~2010

This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein.

Trademarks

Strata, SmartMedia, SD (Secure Digital) and CIX are registered trademarks of Toshiba Corporation. Net Phone, eManager, My Phone Manager and Info Manager are registered trademarks of Toshiba America Information Systems, Inc.

Windows and Microsoft are registered trademarks of Microsoft.

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TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (

“

TAIS

”

)

Telecommunication Systems Division License Agreement

IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT.

1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying, distributing, printing, sublicensing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the Software is strictly prohibited except as permitted by applicable law; you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice, against you or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the software in the event that you or any other person violates this License Agreement. Execution of the Software for any additional capabilities require a valid run-time license.

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9. United States Government Restricted Rights. The Software is provided with Restricted Rights. The Software and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items. Consistent with F.A.R. 12.211 and 12.212 they are licensed to the U.S. Government under, and the U.S. Government’s rights therein are restricted pursuant to, the vendor’s commercial license.

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11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party.

12. Supplier Software. The Software may include certain software provided by TAIS suppliers. In such event, you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with rights to enforce the Agreement with respect to supplier’s software.

YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT.

Toshiba America Information Systems, Inc. Telecommunication Systems Division 9740 Irvine Boulevard

Irvine, California 92618-1697 United States of America

DSD 020905

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T

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

End-User Limited Warranty

Toshiba America Information Systems, Inc., (“TAIS”) warrants that this telephone equipment manufactured by Toshiba (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24) months after delivery, except as otherwise provided by TAIS in the TAIS warranty accompanying the products or posted on TAIS’s website. Products which are not manufactured by Toshiba but are purchased from Toshiba, will be subject to the warranty provisions provided by the equipment manufacturer, unless TAIS notifies the end-user of any additional warranty provisions in writing.

This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is defaced or miss-ing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.

The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement of such defective or missing parts as are causing the malfunc-tion by TAIS or its authorized dealer with new or refurbished parts (at their opmalfunc-tion). If TAIS or one of its autho-rized dealers does not replace or repair such parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever first occurs.

Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circum-stances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.

To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the atten-tion of one of TAIS’ authorized dealers within the applicable warranty period and no later than thirty (30) days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service.

THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modifi-cation or extension is effective unless it is in writing and signed by the Vice President and General Manager, Tele-communication Systems Division.

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Organization...ii

Chapter 1 – Overview

System Requirements... 2

ACD Server Hardware Requirements ... 2

ACD Server Software Requirements ... 2

Chat user client requirement ... 3

Assumptions ... 3

Architecture ... 4

Setup Requirements ... 5

Licenses ... 5

Chapter 2 – Installing Web Callback

Prerequisites ... 7

Installation ... 7

Upgrading Multimedia Contact Center ... 15

Chapter 3 – Configuring Multimedia Contact Center

Starting MMQ Administration ... 17

Routing Configuration ... 19

Routing... 21

Chapter 4 – Web Service Interface

Web Callback Service Interface ... 25

Installing the Web Callback Widget ... 27

Installing the Web Callback Widget using ASP.NET... 28

Installing the Web Callback Widget using PHP... 31

Installing the Web Callback Widget using Java ... 31

Update the Web Config File ... 33

Installing Chat ... 34

Requirements... 34

Web Server ... 34

Database... 34

Web Components ... 35

Building the Database ... 36

Chat contact Center application Configuration... 37

Chat History ... 38

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Contents Chapter 5 – ACD, MIS, Insight and TASKE

Web Callback Installation & IntegrationGuide 11/10

ii

Chapter 5 – ACD, MIS, Insight and TASKE

ACD Changes ... 45

Group Flags ... 46

Multi Media Tab... 47

MIS... 48

Insight ... 49

TASKE ... 51

Chapter 6 – Reports

Insight Reports ... 53

Taske Reports... 56

Multimedia Queuing Admin Reports ... 57

Types of Reports... 59

Registration and Delivery Report ... 61

Records... 62

Registration Records... 62

Delivery Records... 63

Registration & Delivery Records ... 64

Appendix – Troubleshooting

Trace ... 65

Trace settings... 65

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Introduction

This document provides information on integrating Multimedia Contact Center features with Strata ACD and serves as a supplement to the Strata CIX Automatic Call Distribution (ACD) Installation Guide. Information pertaining to the integration of the Multimedia Contact Center features are contained in this document.

Organization

•

Chapter 1 – Overview gives you a general description of the Multimedia Contact Center service and basic operations.

•

Chapter 2 – Installing Web Callback contains information on how to install the Multimedia Contact Center service on the MAS or server that contains Net Server.

•

Chapter 3 – Configuring Multimedia Contact Center provides instructions on using MMQ Admin to configure web callback routing.

•

Chapter 4 – Web Service Interface provides instructions on installing the Toshiba provided sample web callback widget.

•

Chapter 4 – Web Service Interface provides instructions on installing the Chat.

•

Chapter 5 – ACD, MIS, Insight and TASKE provides instructions on configuring ACD, MIS and third party applications, such as Insight and TASKE.

•

Chapter 6 – Reports provides information on generating web callback reports and records using MMQ software.

•

Appendix – Troubleshooting provides information on troubleshooting Multimedia Contact Center using Traces.

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Introduction Related Documents/Media

iii

•

Strata CIX ACD Call Center Solutions General Description provides a system overview, available hardware, and features of the Strata Call Center solutions.

•

Strata CIX ACD Installation Guide provides installation and maintenance requirements and procedures for ACD management.

•

Strata CIX ACD System Administrator Guide provides set up and operating instructions for Strata ACD System Administrator software.

•

Strata CIX ACD Agent/Supervisor User Guide provides procedures on managing and handling incoming calls that are automatically connected to ACD agent groups.

•

Strata CIX Telephone User Guides – IP5000-series Telephone User Guide, DP5000-series Telephone User Guide, and IPT/DKT Telephone User Guide. These guides provide the procedures necessary to operate the telephones.

For authorized users, the Toshiba FYI web site contains all current documentation and enables you to view, print, and download current publications.

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Overview

1

The Multimedia Contact Center service enables users to place a callback or chat request from the customer’s website. This service gives users easy access to the contact center via the web.Most types of browsers are supported, including on the Mac.

The Multimedia Contact Center service easily integrates with a customer’s existing web pages. Web Callback is set up similar to the current voice based callback and the call center has the same ability to generate reports they currently use. Chat can also be easily integrated with a customer's web page and is integrated with Strata ACD system.

Multimedia Contact Center service has the following features:

•

Supports routing of requests to different ACD groups based on information entered by the users such as callback number, extension, name, and any additional custom information such as subject, notes, etc that is passed on the extra info field.

•

Filters duplicate callback requests to the same callback number and extension

•

Limits number of requests in ACD queue

•

Separates initial queue priority for request

•

Supports virtual ACD queue (no corresponding CIX pilot DN)

•

Supports web callback counting similar to regular callback counting in TASKE / INSIGHT

•

Includes additional web callback statistics reports

•

Strata Call Manager can show the user information such as name and/or subject collected through the web page when the request is made to an agent.

•

Ready made web widget provided for Web Callback (include source codes, for ASP.NET, JAVA, and PHP)

•

Automatic insertion of customizable initial/ending/canned messages for Chat

The basic Web callback widget that can be used on a customer’s webpage. The widget can be customized for customers. See figures 1 and 2.

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Overview

System Requirements

2

Figure 2 Customized Toshiba Technical Services Callback screen

System Requirements

ACD Server Hardware Requirements

Web Callback application can be installed on MAS or MicroMAS running Strata ACD. To run it on the customer provided PC with Strata ACD, the following is the minimum requirement.

•

Pentium® or Celeron® processor – 2.0GHz or above

•

20GB hard drive

•

1GB memory (2GB preferred)

ACD Server Software Requirements

•

Microsoft Windows Server 2003 or Windows XP Professional

•

IIS v. 5.0 or later

•

Net Server v. 4.7.3 or higher

•

ACD v. 2.4.9 or higher

•

Strata Call manager v. 7.0.2.7 or higher

•

Web Callback license

NoteWeb callback updates the Strata ACD configuration database. Therefore, if the database is restored to the system with the old version of ACD software by the Backup and Restore program, Strata ACD will not work.

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Assumptions

Chat user client requirement

The following browsers have been tested to work with Chat Contact Center application:

•

Internet Explorer 6/7/8

•

Firefox 3.6

•

Safari 5.0.1

•

Opera 10.6

•

Chrome 7.0

Assumptions

•

Installing dealer has an understanding of web, email and Toshiba ACD technologies and experience building Data networks and applications.

•

The Multimedia Contact Center implementation may require the skill / knowledge of the internet

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Overview Architecture

4 Architecture

The set up of the Multimedia Contact Center function consists of three key elements:

1.

Installing the Web service on the server or MAS that has Net Server. 2. Configuring the Web service using the Multimedia Queuing Admin tool.

3. Installing the Web Callback or Chat function on the customer’s web server using the provided sample widget.

The following diagram shows the setup for this new feature:

Figure 3 System diagram with Multimedia Contact Center Service

Strata Call Manager Toshiba’s

Web Service

ACD NetServer

`

User

`

Agent

`

Supervisor

VA Customer’s Web Server [ + Web Callback Widget and Chat]

NetServer

MIS

LEVEL 2 OAI

CIX MMQDB

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Setup Requirements

Setup Requirements

The following are general setup requirements to for web callback:

•

Web Service application should be installed on the same server or MAS as Net Server with the Web Callback component checked. It can be installed on another server when the Web Callback component in the installer is unchecked.

•

The Net Server version is 4.7.3 or higher

•

ACD version is 2.4.9 or higher

•

Has the virtual lines configured in ACD groups and virtual VA ports configured in MIS (“ACD, MIS, Insight and TASKE” on page 45)

•

The Web Server has TCP/IP connectivity with the MAS.

•

Strata Call Manager 7.0.2.7 or higher

•

If using TASKE or INSIGHT, configure virtual lines and virtual VA ports in TASKE/INSIGHT

•

IIS version is 5 or higher and has been installed

•

Install Toshiba Web Service

•

Configure Web callback routing

•

If using the sample callback widget, install the sample on your existing web server and add the widget onto your web page.

Licenses

Web Callback service or Chat requires the following licenses to be activated. LICMAS-MMMQCBK or ACD-MMQ-CBK license depending on Strata ACD server types, MAS or standalone ACD server. By activating the license, both Chat application and Web callback can be activated. License can be purchased by one of the following bundle parts.

Part numbers for MAS and MicroMAS and standalone ACD

LICMAS-MMQBDL

Multimedia queuing – Web callback and Chat for MAS

Provides users with the ability to request the call back on the web page and Chat. The system will distribute the request to the agent and make a callback call to the user or establish the Chat session. License for the system (LICMAS-MMQCBK) is required per system and included. Includes up to three hours of Technical Support hours which must be used within 90 days after the purchase. Requires the enhanced ACD system.

ACD-MMQ-BDL

Multimedia queuing – Web callback and Chat for ACD

Provides users with the ability to request the call back on the web page and Chat. The system will distribute the request to the agent and make a callback call to the user or establish the Chat session. License for the system (ACD-MMQ-CBK) is required per system and included. Includes up to three hours of Technical Support hours which must be used within 90 days after the purchase. Requires the enhanced ACD system.

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Overview Licenses

6

Multimedia Contact Center service requires the enhanced Strata ACD system; the basic system is not supported. To upgrade to the enhanced system from the existing basic system, all basic agents must be converted to enhanced agents by LICMAS-UPGREN1 for MAS systems or ACD-UPGR-ENHD1 for standalone systems.

Web Callback requires that the Strata ACD system be covered by a valid maintenance licence. Otherwise, Web callback software goes into demo mode and technical support will not be provided.

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Installing Web Callback

2

Multimedia Contact Center service including Web Callback and/or Chat requires Web Callback software (web service) to be installed.

Prerequisites

The following must be installed and running before installing the Web Callback software. This software must be installed on the same MAS or server running Net Server.

1.

Make sure Net Server has been upgraded to version 4.7 or higher 2. Make sure ACD has been upgraded to version 2.4 or higher 3. Make sure IIS has been installed

Installation

1.

Download and run the Toshiba Web Callback executable file.

2. Determine the location to save the files. The default is “%TEMP%\Toshiba Web Callback” folder.

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Installing Web Callback Installation

8

The progress bar displays.

3. The following screen displays if you run the installer before. Skip this step when running the installation for the first time.

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Installation

The installation screens are as follows:

4. If .NET 3.5 SP1 has not been installed, the following screen displays. Click Accept.

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10

5. If SQL Server 2005 Express – TAISSQLEXP instance has not been installed, the following dialog will be shown. Click Accept.

Figure 5 SQL Server 2005 Express EULA

6. Installation – Welcome dialog. Click Next.

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Installation

7. Always check the box when running the installer on the Net Server.

It is also possible to run Web Service on a separate server. In this case, the same installer needs to run again on the separate server. When running Web Service on the separate server, uncheck the box so that it does not install unnecessary components.

NoteThe MMQDB is optional, however, this database must be installed only on the Net Server machine.

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12

9. Change the location if the Web Service is on a server other than the Net Server. Specify the Net Server IP address. The default Net Server connection is 127.0.0.1 (localhost) and port number 8767. Click “Next” to continue.

10. Installation address selection dialog. In this dialog, set the site and virtual directory for the Web

Service. For Windows Server 2003, it sets Application Pool.

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Installation

Figure 7 Web Service Setting Dialog (Windows XP)

Figure 8 Web Service Setting Dialog (Windows Server 2003)

11. Click Next to confirm the installation and continue.

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14

The Installation progress displays.

Figure 10 Installation progress

12. Click Close when installation is done.

Figure 11 Installation complete dialog.

13. Once, the software has been installed. Run the configuration to set the routing option for Web

Callback and Chat.

Important! This feature requires new license key; otherwise, the feature is running in demo mode for an hour.

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Upgrading Multimedia Contact Center

Upgrading Multimedia Contact Center

The upgrade procedure is very similar to the Installation procedure with a few exceptions. If you have a previous version of the Web service and want to upgrade to a newer version, ensure that MMQ Admin is closed before starting the upgrade.

Follow the same procedures as the Installation. The screens are similar to the base installation, except there will not be any prerequisite screens that display. Examples of these are EULA for .NET Framework or SQL Server 2005 Express.

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Configuring Multimedia Contact Center

3

Once you have installed the Web service, the Multimedia Queuing (MMQ) Administration software is automatically installed on the server or MAS.

MMQ Administration provides the user interface to connect the MAS or server running the Web Callback service to the customers web server. The following can be performed using the MMQ administration software:

•

Displaying service status

•

Managing Web Callback and chat routing

•

Generating Web Callback reports

•

Managing the connection to the Net Server

Starting MMQ Administration

There are two ways to access MMQ Administration:

1.

Click Start > All Programs > Toshiba > Strata ACD > MMQ Admin. or

2. Open the Net Server console, select Services tab, right click on MMQDB (shown below), then select Show Service window (Figures 13) displays..

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Configuring Multimedia Contact Center Starting MMQ Administration

18

Figure 13 Net Server connection screen

This screen displays the following information:

•

Net Server Connection – displays the status of MMQDB connection to Net Server. MMQDB is part of the MMQ admin that access the database.

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Routing Configuration

Routing Configuration

Use the Multimedia Queuing (MMQ) Admin set up the appropriate routing.

1.

From the main menu, click File > Login. The Login screen displays (shown below). 2. Enter “admin”as the password to log in.

The Web Callback Routing tab (Figure 15) displays, and also the Reports menu option is enabled when clicking View > Reports.

Figure 14 MMQ Admin Login

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Configuring Multimedia Contact Center Routing Configuration

20

3. Select View > Settings to change the Net Server Host and Net Server Port for MMQDB. The following screen displays.

Figure 16 Net Server Configuration

Parameters Descriptions

Net Server Host

This field displays the default local host IP address. There is no need to change it, unless the local host IP address has changed.

Net Server Port This is the default Net Server port. It can be changed if needed.

Database Configuration The parameters in this section are read only and cannot be changed.

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Routing

The routing for the Web Callback and Chat request is set in the Web Callback Routing tab. The routing selection follows a simple rule. It traverses down the list try to find the first match.

Figure 17 Web Callback Routing

The criteria consist of the following fields:

Columns Descriptions

Key Field

Refers to the Name field in the widget (see Figure 13 on page 18). This verifies the incoming request based on the predefined selections such as <<CALLBACK>>, <<EXTENSION>>, <<NAME>>, <DEFAULT>, or any string.

• <<CALLBACK>> is to check the callback number field against the matched string.

• <<EXTENSION>> is to check extension field against the matched string. <<NAME>> is to check name field against the matched string.

• <DEFAULT> means use this if all else is not matched. This can also be specified if it does not meet criteria.

• Any other string, the system will search extra info field for this key field.

Matched String

Pattern to search. In this search pattern, all characters are compared literally (case insensitive) with exception of the following two characters: * and +. * is interpreted as matching with any zero or more characters, and + is interpreted as matching with any one character.

ACD Group From the drop select the appropriate ACD group. ACD group to use (or Blocked – to reject the request)

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Configuring Multimedia Contact Center Routing Configuration

22

Figure 18 Adding Route Criteria

Figure 19 Edit Route Criteria dialog

Buttons Descriptions

Add

Click on a criteria row, then Add to add a criteria above the current one. The Add Route Criteria dialog box displays. Enter the appropriate information, then click OK (see Figure 18).

Edit Click on a row to edit the criteria. Click OK on the Edit screen that pops up. See figure 19.

Delete Click this button to delete a criteria row.

Apply Click this button to save and apply all the changes made to the routing screen.

Cancel Click to cancel to erase any unsaved changes. Up

Use these buttons to move the criteria rows. Down

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NoteIt is strongly recommended to assign a dedicated group to a Web callback and Chat different from voice ACD groups to generate reports for each service easily. Agents can be configured to login to multiple groups of voice, Web callback, and Chat. See Section 5 of this document on ACD Group configuration.

Add / Edit Fields

and Buttons Descriptions

Key Field Select the Key field criteria from the drop down. Matching String Enter the matching string as explained on page 21. ACD Group Select the group from the drop down.

OK Click this button to accept the changes made to the Add/Edit dialog boxes. Cancel Click to cancel changes made in the Add/Edit dialog boxes.

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Web Service Interface

4

Web Callback and/or Chat requires a web form on the customer’s web server, and it will send a request to web service (Web Callback software).

Web Callback Service Interface

This is the interface provided by the Web service.

Method: TsdCallback Parameters:

name – type string Callback user name callbackNumber – type string

Callback number extension – type string

Extension number if any schedule – type datetime

Time to do the callback (for future release). For now, set to current date time. extraInfo – type string

Text string in the following format: <Key1>=<Value1></tab><KeyN>=<ValueN></tab>. The maximum length would be 255 characters. These key-value pairs can be used as the input for routing the request to a specific ACD Group.

Return value: ReturnCode structure

•

ResultCode – type integer

•

Description – type string Possible ReturnCode:

Result Code Description

1 Success

0 Earlier request is still pending. Duplicate request detected.

-1 Service is not available.

Please try it later.

Possible causes are Net Server is not reachable, ACD is not running. MMQDB Windows Service is not running.

-2 No queue is configured to

handle this request. Web Callback routing blocks this user.

-3 Queue is full. Reaching the maximum web callback requests for the selected ACD queue.

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Web Service Interface Web Callback Service Interface

26

-4 Service is not ready! Please

try it later.

Web Service is still initializing such as getting the routing rules.

-5 Service failure. Please try it

later.

Possible causes are: general errors such as memory allocation, some software

exceptions).

-6 Demo mode expired! Need either Web Callback license or up-to-date Maintenance license.

-7 Queue is disabled. Please try

it later. ACD group is disabled.

-8 Queue is not found. Please try

it later.

ACD group set in web callback routing is no longer valid.

-9 Queue is currently closed.

Please try it later. Out of ACD group working schedule.

-10 Request schedule is far in the

future.

The specified callback time is too far in the future.

-11 No one is servicing the queue. No agent or supervisor login to take calls.

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Installing the Web Callback Widget

Installing the Web Callback Widget

In order to easily implement web callback service, Toshiba provides the sample web widget in ASP.NET, Java and PHP provides a web callback widget that can be easily added into an existing web page. Below is a picture of the sample Web Callback widget:



To set up the Web Callback widget on your web server

1.

Add the following HTML string to your existing web page to show the widget:

This string should be added to the HTML page where you want the Web Callback box to display after the widget is installed.

Where:

<yourWcbkWidgetServer>: points to your WebCallback widget server. In case of .NET or PHP, this would be the web server host. In case of Java, this could be Tomcat server URL

(<host>:8080).

2. The Web Callback widget can be installed using one of three ways: ASP.NET version, PHP version or Java version (described in the sections that follow).

For web servers running Windows OS & IIS, it is recommended to use ASP.NET version. For web server running Linux & Tomcat, it is recommended to use PHP or Java.

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Web Service Interface

28 Installing the Web Callback Widget using ASP.NET

ASP.NET version can be found under “Sample Web Server\DotNetVersion” folder.

Run setup.exe under “Sample Web Server\DotNetVersion\WcbkTestDotNetSetup\Release folder.

Important! Before you install this .NET version, make sure that IIS has installed and .NET Framework 3.5 SP1 has been installed. If you have not installed these, please install IIS first and then the .NET Framework.

When you run this widget setup.exe, the following installation screens display. Follow the directions that display on the screens.

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Installing the Web Callback Widget using PHP

PHP version can be found under “Sample Web Server\PHPVersion” folder.



To install

•

Install IIS or Apache

•

Create WcbkWidget virtual directory that points to “PhpWebCallback” folder

•

Set the default document for this virtual directory to be index.php

•

Edit WCBTest.php file found under “PhpWebCallback folder. Search for “localhost” string. Change this “localhost” to point to your Net Server (where you install Toshiba Web Callback Service).

The source code is provided in case you want to customize the widget. To build the sample, you need NetBeans IDE and NuSOAP.

Installing the Web Callback Widget using Java

Java version can be found under “Sample Web Server\JavaVersion” folder where the installation files were extracted.

To try this sample, do the following:

1.

Open the project using NetBeans IDE

2. Update Web Service References to point to Web Service client of your Toshiba WebCallback Service.

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32

To update:

1.

Delete the existing Web Service reference, and add the new Web Service Client.

2. In the Web Service Client dialog, select WSDL URL and provide URL that hosts the web services, such as http://<yourWebServicehost>/TaisWebCallback/Service.asmx?WSDL

3. Build the project 4. Deploy the project

The source code is provided in case you want to customize the widget. To build the sample, you need NetBeans IDE and Tomcat.

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Update the Web Config File

Update the web.config file if you installed the widget on a web server that is different from the one where WebCallback service and Net Server were installed.



To update the web.config file

1.

Use notepad.exe to edit web.config file under “\linetpub\wwwroot\wcbktest” folder. 2. Look for the following string:”<add key="WebCallback.Service" value="http://localhost/

TaisWebCallback/Service.asmx"/>”.

3. Change “localhost” to point to the WebCallback service/Net Server machine.

4. The source code is provided in case you want to customize the widget. To build the sample, you need Visual Studio 2008 and Visual Studio 2008 Web Deployment Projects.

Notes

When installing this widget in the same server as Microsoft CRM 4.0, please set the following:

1.

Add the following subsections into <system.web> section of WcbkWidget web.config file (located in “netpub/wwwroot/WcbkWidget” folder):

2. Make sure the “Internet Guest Account” has permission to access “inetpub/wwwroot/ WcbkWidget” folder.

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Web Service Interface Installing Chat

34 Installing Chat

In order to use Chat contact center application, the Chat server applications must be installed on the customer provided web server.

Requirements

The customer must prepare the following web server environment to implement Chat contact center.

Web Server

PHP

Most Linux-based Web host services support PHP natively.

If the customer is hosting their own Windows based Web Server, there are two options for implementing PHP:

1.

If IIS is already installed, PHP support can be added. There are two steps to installing PHP

•

Install Microsoft Fast CGI support. Microsoft FastCGI can be downloaded at http:// www.iis.net/download/fastcgi.

•

Install PHP. PHP can be downloaded at http://php.net/downloads.php.

2. If IIS is not installed, or the customer is not comfortable with modifying their current IIS implementation, an easy way to implement PHP is to download and install WAMP. WAMP stands for Windows, Apache, MySQL and PHP, and comes in one simple installer.

IP Connectivity

The Web Server must have IP connectivity to the server running the Web Callback service (usually the MAS).

NAT port-forwarding is adequate this application. The Web Server must be able to submit requests to a URL that routes to the Web Callback server.

Database

Toshiba Call Center Chat can be configured to interface with either MySQL or Microsoft SQL Server.

MySQL

MySQL is open source and freely downloadable at http://dev.mysql.com/downloads/mysql/. If using a WAMP implementation, MySQL will already be residing on the computer.

Microsoft SQL Server

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Installing Chat

Web Components

Microsoft Internet Information Server (IIS)

Follow the instructions below to install for Microsoft IIS.

1.

Extract the webchat and webchat_admin folders to your C:\Inetpub folder.

2. Open IIS Administration (Control Panel > Administrative Tools > Internet Information Services) 3. Right-click on Default Web Site, and select New > Virtual Directory

4. Under Alias, enter webchat. 5. Click Next

6. In the Directory field, browse to C:\Inetpub\webchat. 7. Select Read, Run and Execute.

8. Click Next

9. Right-click on Default Web Site, and select New > Virtual Directory 10.. Under Alias, enter webchat_admin.

11. In the Directory field, browse to C:\Inetpub\webchat_admin. 12.Click Next

13.Select Read, Run and Execute. 14.Click Next

15.Right-click the webchat virtual directory and select Properties. 16.Select the Documents tab.

17.Click Add and enter the default document name of index.php. 18.Click Okay.

19.Click Okay to close the virtual directory properties.

20.Right-click the webchat_admin virtual directory and select Properties. 21.Select the Documents tab.

22.Click Add and enter the default document name of index.php. 23.Click Okay.

24.Click Okay to close the virtual directory properties.

Apache Web Server

Follow the instructions below to install for Apache environment.

NoteApache web server and Apache Tomcat are not the same thing. Apache Tomcat is designed applications written in Java and JSP, and is not compatible with PHP based applications.

1.

Extract the webchat and webchat admin folders to the <Apache Path>\www\ folder (Windows) or to the public_html folder (Linux).

2. If necessary, modify the httpd.conf to allow access to the new folders. For example:

<Directory “C:/wamp/www/webchat”> Options Indexes FollowSymLinks AllowOverride all

Order Allow, Deny Allow from all </Directory>

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36

Options Indexes FollowSymLinks AllowOverride all

Order Allow,Deny Allow from all </Directory>

Building the Database

Chat contact center applications requires the database to hold the configuration information and the actual chat activities. MySQL or MS SQL server is supported. The database must be provided by the customer. Follow the instructions below to configure the database.

MySQL

1.

Browse to http://yourserver/webchat_admin/install.php. 2. Select the MySQL radio button.

3. Enter the IP address or host name of the database server, the user name and password of the user that has rights to create databases.

4. Enter the name for the Web Chat database, or leave it at the default value of “webchat”. 5. Click the Build Database button.

6. Confirm that you really want to do this by clicking OK.

7. The next page shows the database and table creation process. If an error occurs connecting to or logging into the database, correct the setting and try again.

8. When the database and tables are built, click Next.

9. Follow the instructions to modify the Web Chat configuration files.

Microsoft SQL Server

1.

Create a database in SQL Server named “webchat”.

2. Create a user for the webchat database that has Create, Insert, Delete, Update and Select rights, or is configured as the db_owner.

3. Browse to http://yourwebserver.com/webchat_admin/install.php. 4. Select the MSSQL radio button.

5. Enter the IP address or host name of the database server, the user name and password of the user that has rights to the webchat database.

6. Enter the name for the Web Chat database, or leave it at the default value of “webchat”. 7. Click the Build Tables button.

8. Confirm that you really want to do this by clicking OK.

9. The next page shows the database and table creation process. If an error occurs connecting to or logging into the database, correct the setting and try again.

10.When the tables are built, click

11. Next, edit the following two configuration parameter files, setting the following values to match your database settings:

•

webchat/config.php

•

webchat_admin/config.php EXAMPLE:

$db_type = ‘mysql’;

$hostname = ‘dbserver1.mydomain.local’; $username = ‘webchat_user’;

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Installing Chat

$database = ‘webchat’;

The following parameter (found only in webchat/config.php) sets the URL or IP address of the server running the Web callback service. Generally, this service will be running on the MAS. If the Web Chat website is hosted externally, this will need to point to a public IP address that has port 80 port-forwarded through the firewall to the MAS.

$mmq_server = ‘stratamas01.mydomain.com’;

Chat contact Center application Configuration

Administration Tools

1.

Browse to http://yourwebserver.com/webchat_admin/index.php, to log into the Web Chat Administration. Enter the User Name and Password.

User Name: admin Password: Admin

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38 Chat History

When you click the Chat history on the main window, the following chat history screen displays. Click an entry to display an entire chat conversation.

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Installing Chat

Canned Responses

Chat Contact center applications provides the canned message feature. It can be defined for each department, and multiple departments can be defined.

When you click the Canned Responses menu, the following screen is displayed to configure the canned message.

Parameter Description

Department Department name can be added, edited, or deleted. Greeting

Greeting is automatically sent to the chat requester when the agent accept the chat request. Customer name (Cust Name) and agent name (Agent Name) can be automatically inserted to the greeting message.

Goodbye When the chat session is over, the farewell message can be automatically sent to the user. Customer name and agent name can be inserted in the message.

Buttons

Any messages can be defined as a canned message, and the agent can use it during the chat session. A message can be associated with a short text button label so that the agent can pick from a button easily.

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40 Strata Call Manager (SCM)

Setting Chat Pop up with the Phone Operation

Chat window can be automatically popped up on Agent's PC using SCM. Chat request is delivered as a call to an Agent, and when answering the call, the Agent can specify whether to accept the request or not.

To pop the Web Chat on the Agent’s PC, an action must be defined to collect the call information and pass the parameters to the Agent Chat application.

1.

Near the top of Strata Call Manager, select the Actions tab and then select the Personal Call Handler icon.

2. Triggering Event: ACD Call Ringing 3. Refer to the Rule as: Pop Web Chat 4. Click Add Action.

5. From the Type dropdown list. select Pop External Web Browser. 6. For the Name, enter Pop Chat.

7. In the URL field, enter:

http://yourdomain.com/webchat/startchat.php?id=%X(“chatid”)&cust_name=%X(“caller”) NoteSubstitute your domain name in place of yourdomain.com.

8. Click Save.

9. Under 3. Actions, select Pop Chat from the Immediately list. 10.In the Extra Info field, enter the word “type”.

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Installing Chat

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42 Setting up the Chat pop up with Visual Basic (VB) Application

As an option, small VB application can be provided as-is to accept the Chat request from the PC instead of the phone. The picture (shown right) shows the main screen of the VB application, and the Agent can click a button to process the Chat request without touching the phone. In order to setup the application, the new SCM action and Personal Call Handler needs to be defined as follows:

1.

Near the top of Strata Call Manager, select the Actions tab and then select the Personal CallHandler icon.

2. Triggering Event: ACD Call Ringing (shown below). 3. Refer to the Rule as: Pop Chat App

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Installing Chat

The following screen displays.

5. From the Type. select Run Another Program. 6. For the Name, enter Pop Chat App.

7. In the Program EXE, specify the location of the application, for example, C:\Program Files\TAIS\ChatApp\ChatApp.exe

8. In Parameters, enter the URL with the %X parameter as follows, for example, http:// myserver.com/webchat/startchat.php?id=%X(“chatid”)&cust_name=%X(“caller”)

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ACD, MIS, Insight and TASKE

5

After the Multimedia Contact Center is installed and configured, the following configuration changes must incorporated in the ACD, MIS, Insight and TASKE applications.

Important!

•

Refer to the following ACD manuals

•

ACD System Administrator Guide for ACD

•

Strata CIX ACD Installation Guide

ACD Changes

The following are the screen captures that have changed in the ACD software version that supports Multimedia Contact Center. The changes to this screen are circled below. Only changes pertaining to Multimedia Contact Center are explained in this section.

After ACD Agents have been assigned under the ACD Agents tab, you can create ACD Groups. Web Callback and/or Chat request can be assigned either to its dedicated group or other groups that handle incoming call queues. When it is assigned to the dedicated queue, the virtual group may be used.



To add a new ACD Group

1.

From the ACD System Administrator window, click the ACD Groups tab. The group summary appears on the tab.

2. Select Edit, New Record or click the Edit or Add action button. The Add/Edit ACD Group window displays. You can access the General, Call Management, Agents, Supervisors, Alarms/ Notifications, Miscellaneous, and Multi Media tab screens.

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ACD, MIS, Insight and TASKE ACD Changes

46

4. The New ACD Group screen displays. The Group Flags (circled) in the General tab and a Multi Media tab have been added to this screen (shown below).

Figure 20 Adding a new ACD Group

Group Flags

•

Virtual Group – Check this box to indicate whether or not this ACD Group is a virtual group or not. If it is checked, it means the ACD group is a virtual group that only exists in ACD, and not in CIX. Virtual group may be used only when the group handles Web Callback request only. This check box can only be set during creation of ACD Group. Once, it is set, the only way to change it is to delete the ACD group and add the group again with different setting.

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ACD Changes

Multi Media Tab

This tab contains the Web Callback information.

Figure 21 New ACD Group tab - “Multi Media”

Parameters Descriptions

Initial Priority Level

Enter a value to set the initial priority level for Web Callback request.

Possible values: 0~99. A larger numbers means a higher priority. Maximum Queued

Enter a value to set the maximum web callback request entries in the queue.

Possible values: 1~256 First Virtual Line

Enter a value to set the virtual line to be used in generating web callback events for TASKE/INSIGHT.

Possible values: 451 ~ 499 Number of lines

Enter a value to set the number of virtual lines to used in generating web callback events for TASKE/INSIGHT. Possible values: 1 ~24

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MIS

For TASKE or Insight to properly count web callback calls, virtual VA ports must to be configured in MIS. Virtual VA ports are extensions only and exist in MIS, and TASKE/INSIGHT that are marked as VA ports. There are no actual corresponding VA ports in CIX configuration.



To set this virtual port in MIS

1.

Access MIS by clicking Net Server > MIS, then right click the Show Service Window (shown below).

2. From the MIS Server main menu, select File > Show Virtual VA Ports (shown below).

3. The Virtual VA Ports dialog box displays (shown below).

The default values are 9441 under First Port with a port count of 5, which equals 9441~ 9445.

Important! Make sure these VA ports do not conflict with existing DN or VA ports. These virtual VA ports must be are properly configured in TASKE/INSIGHT as VA ports. Other-wise, web callback will not be counted properly by TASKE/INSIGHT.

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Insight

1.

Make sure that L9451 ~ L9499 are configured as analog Lines corresponding with the virtual lines defined in the Multimedia tab of the ACD group. L9451 is equivalent to ACD virtual line 451 on the Multimedia tab.

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ACD, MIS, Insight and TASKE Insight

50

2. Make sure that E9441 ~ E9445 are configured as VA Ports which means they are added as extensions with “Voice Mail Enabled property” checked. These correspond to the Virtual VA ports configured in the MIS application.

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TASKE

TASKE

1.

Make sure that Trunks T451 ~ T499 are configured, or at least any of the virtual lines that were defined on the Multimedia tab in ACD group configuration. See below.

2. Make sure that the virtual VA ports defined in MIS are also defined in TASKE Extensions, and they are defined as Announcement Port type. See below.

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Reports

6

Web callback and Chat activities can be reported by Insight or Taske MIS software. In addition, MMQ admin software can provide reports for Multimedia Contact Center activities.

Regardless of the types of reports used, it is strongly recommended to assign a dedicated ACD group to Web call back and Chat so that reports can be easily generated for the particular service (ACD group).

Please see Section 3 of this document to configure a separate ACD queue for each application.

Insight Reports

Web callback report

Agent Group Traffic report shows the Web Callback and the regular voice callback calls. It shows the callback offered, answered and canceled counts based on the result of the cal handling.

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Reports TASKE

54

Realtime supervisor display shows the callback offered, answered, and canceled counts.

Chat report

Agent Group Traffic report shows the total number of Chat requested. In this report, all Chat requests are counted as Canceled regardless how the request is actually processed.

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TASKE

In order to capture the time spent on the Chat request, Agent Event Report may be used. The total accepted Chat requests can be reported by Agent Traffic Report. The agent can be automatically placed on Unavailable state with the reason code=Chat, and it can be used to identify the Agent Chat activities. The agent needs to go Available when the chat session is over. Therefore, the time between Unavailable and Available can show the time spent for the Chat. In order to use this feature, the agent must go Unavailable when accepting a Chat request, and as the result, the agent cannot accept other chat request or ACD call.

Supervisor realtime display can show the realtime statistics for the Chat request. Please note that all Chat request are counted as Canceled regardless of how the chat request is actually

processed.

Chat Request All Chat requests are counted as Cancelled even if it is processed by an agent

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Reports TASKE

56 Taske Reports

Web callback report

Queue report shows the Web Callback activities, and Web Callback request is counted as the Inteflow call. When it is processed by the agent, it is counted as an outbound call.

Chat report

Queue report shows the total number of Chat requested. In this report, all Chat requests are counted as Abandoned calls regardless how the request is actually processed.

In order to capture the time spent on the Chat request, Agent/Agent Group Unavailable Reason Report may be used. I summarizes the total number of processed Chat requests and time spent for Chat requests.

The agent can be automatically placed on Unavailable state with the reason code=Chat, and it can be used to identify the Agent Chat activities. The agent needs to go Available when the chat session is over. Therefore, the time between Unavailable and Available can show the time spent for the Chat.

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TASKE

In order to use this feature, the agent must go Unavailable when accepting a Chat request, and as the result, the agent cannot accept other chat request or ACD call. If it is necessary to change the title of the report, for example, to "Chat duration and unavailable reason". reports can be exported in Excel format and can be customized.

Multimedia Queuing Admin Reports

Use the Multimedia Queuing (MMQ) Admin to view Multimedia Contact Center reports and records. These reports provide different kinds of information. The registration reports display information as to when the Callback requests come in and delivery reports contain information as to when the calls were delivered to the agent and when the agent either accepted or rejected the web callback request.

The following reports can be generated for the web callback:

•

Registration report – This report provides web callback or chat registration statistics per time interval and per ACD group.

•

Delivery report – This report provides web callback delivery statistics per time interval and per ACD group.

•

Registration & Delivery report – This report provides registration and delivery statistics per time interval and per ACD group.

•

Registration records – This report provides list of registration records grouped by ACD group, and registration status.

•

Delivery records – This report provides list of delivery records grouped by ACD group, and delivery status.

•

Registration & Delivery records – This report provides list of registration and delivery records grouped by ACD group, registration status and delivery status.

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Reports TASKE

58 

To generate reports

1.

Click Start > All Programs > Toshiba > Strata ACD > MMQ Admin.

or Open the Net Server console, select Services tab, right click on MMQDB, then select Show

Service window.

The Login screen displays.

2. Enter “admin”as the password to log in. The default username/password is Admin/admin Reports is enabled under View > Reports

3. Select View > Reports.

4. Select the type of report; set the report

5. Enter the From and To fields. Select by clicking on the month or entering a number or using the up and down arrows within the boxes.

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TASKE

Types of Reports

Registration Report

The report contains the following columns:

•

Start Period – Start time of the interval period for the reported data.

•

ACD Group – ACD Group

•

Queued – Number of web callback or chat requests successfully queued.

•

Duplicate – Number of the web callback or chat requests rejected due to duplicate request.

•

QFull – Number of the web callback or chat requests rejected due to queue is full.

•

Blocked – Number of the web callback or chat requests rejected due to routing (blocked).

•

Unavailable – Number of the web callback or chat requests rejected due to service not ready.

•

General Error – Number of the web callback or chat requests rejected due to internal error.

•

Total – Total web callback or chat requests for the period

NoteThe row with light blue highlight contains the sum of ACD groups data within that period and the other rows show the intervals with activity.

Multimedia Contact Center

TOSHIBA