NEC N-Teliweb User Guide

							 
N-TeliWeb  
User Guide 
Release 4.0
Part No. 77000WEB02
April 2001
Printed in the U.S.A. (2106) 
						

							 
N-TeliWeb 
 
 4.0 User Guide 
 
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 
						

							 
Table of Contents
 
N-TeliWeb 
 
4.0 User Guide
 
 i
 
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 
						

							 
Table of Contents 
 
ii
 
N-TeliWeb 
 
4.0 User Guide 
						

							 
Overview
 
N-TeliWeb 
 
4.0 User Guide
 
 1
 
N-TeliWeb
 
N-TeliWeb 4.0
 
Overview 
NCS Ware 4.0 integrates VoIP, Auto Attendant, and Microsoft Internet 
Information Services (IIS) to provide the N-TeliWeb feature that allows 
internet users to talk to an extension via VoIP and share web pages.
 
System Requirements 
•
 
Client/Server System only
 
: NCS  Ware Release 4.0 or higher running 
on Windows 2000 or Windows NT.
•
 
Client System
 
: Microsoft Internet Explorer 5.5 or better, or Netscape 
4.7 or better; NetMeeting 3.01; and Sound Card.
•
 
Web Server
 
: Microsoft Internet Information Services (IIS) 4.0/5.0.
 
N-TeliWeb Components 
Figure 1. N-TeliWeb Component Overview 
						

							 
N-TeliWeb 4.0 
 
2
 
N-TeliWeb 
 
4.0 User Guide
 
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.
 
Figure 2. Logical N-TeliWeb WebCall installation in IIS 
Default Web Site
WebCall 
						

							 
WebCall Directory Structure
 
N-TeliWeb 
 
4.0 User Guide
 
 3
 
N-TeliWeb
 
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).
 
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 
 
4
 
N-TeliWeb 
 
4.0 User Guide
 
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 
						

							 
Collecting Form Data, IVR Data and URL History
 
N-TeliWeb 
 
4.0 User Guide
 
 5
 
N-TeliWeb
 
Collecting Form Data, IVR Data and URL 
History 
You can configure N-TeliWeb to display Form Data, IVR Data, and URL 
History when a web call is answered by an extension with the NTeliAgent 
application. 
 
Tagging Pages for URL History 
To appear in the URL history, the pages the caller visits prior to the call 
must be tagged, as shown below:
 



tagURL(location.href) 

 
For more information on configuring:
•
 
IVR Data
 
: Refer to “Configuring Auto Attendant for Scenario 2” on page 15.
•
 
Form Data: 
 
“Customizing Contactinfo.htm” on page 9 or “Customizing Con-
tact.htm” on page 14.
The URL History shows all 
URL paths to tagged html 
pages the caller visited prior 
to the call.  The Form Data come 
from the  fields 
in the source code of 
Contact.htm or 
Contactinfo.htm pages The IVR data comes 
from the Auto Attendant 
/ Collect Digit action. 
Figure 4. Caller Data window in NTeliAgent 
						

							 
N-TeliWeb 4.0 
 
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N-TeliWeb 
 
4.0 User Guide
 
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