web chat for i is user guide

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Avaya Aura Call Center Elite

Multichannel Web Chat for IIS User

Guide

Release 6.2.3/6.2.5March 2013


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2013 Avaya Inc. All Rights Reserved.

Notice

While reasonable efforts were made to ensure that the information in thisdocument was complete and accurate at the time of printing, Avaya Inc. canassume no liability for any errors. Changes and corrections to the informationin this document might be incorporated in future releases.

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or in connection with, subsequent modifications, additions or deletions to thisdocumentation to the extent made by the Customer or End User.

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Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your salesagreement to establish the terms of the limited warranty. In addition, Avayasstandard warranty language, as well as information regarding support for thisproduct, while under warranty, is available through the Avaya Support Website:

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Copyright

Except where expressly stated otherwise, the Product is protected by copyrightand other laws respecting proprietary rights. Unauthorized reproduction,transfer, and or use can be a criminal, as well as a civil, offense under theapplicable law.

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Certain software programs or portions thereof included in the Product may

contain software distributed under third party agreements ("Third PartyComponents"), which may contain terms that expand or limit rights to usecertain portions of the Product ("Third Party Terms"). Information identifyingThird Party Components and the Third Party Terms that apply to them isavailable on the Avaya Support Web site:

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Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by anunauthorized party (for example, a person who is not a corporate employee,agent, subcontractor, or is not working on your company's behalf). Be awarethat there can be a risk of toll fraud associated with your system and that, if toll

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If you suspect that you are being victimized by toll fraud and you need technicalassistance or support, call Technical Service Center Toll Fraud InterventionHotline at +1-800-643-2353 for the United States and Canada. For additionalsupport telephone numbers, see the Avaya Support Web site:


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Web Chat for IIS User Guide March 2013 1

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Intended Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

What is Web Chat Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 2: System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Developers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 3: Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Install Web Chat Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 4: Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Customize Web Chat ASP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Customize Web Chat Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Contents


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Contents

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Preface

4 Web Chat for IIS User Guide Comments? [email protected] March 2013

Avaya Aura Call Center Elite Multichannel Control Panel User Guide: This guideprovides information about the Call Center Elite Multichannel Control Panel interface and how

you can view, configure, and manage the servers, databases, and services using the Control

Panel interface.

Avaya Aura Call Center Elite Multichannel Installation Guide: This document provides

prerequisites, installing, and configuring instructions of various components, such as servers,media stores, gateways, databases in the Call Center Elite Multichannel Feature.

Support

Visit the Avaya Support website at http://support.avaya.comfor the most up-to-date

documentation, product notices, and knowledge articles. You can also search for release notes,

downloads, and resolutions to issues. Use the online service request system to create a service

request. Chat with live agents to get answers to questions, or request an agent to connect you

to a support team if an issue requires additional expertise.
mailto:[email protected]?subject=Call%20Center%20Elite%20Multichannel%20Web%20Chat%20for%20IIS%20User%20Guidehttp://support.avaya.com/mailto:[email protected]?subject=Call%20Center%20Elite%20Multichannel%20Web%20Chat%20for%20IIS%20User%20Guidehttp://support.avaya.com/


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Web Chat for IIS User Guide Comments? [email protected] March 2013 5

Chapter 1: Introduction

This chapter contains the following:l What is Web Chat Gatewayon page 5

What is Web Chat Gateway

Web Chat Gateway interacts with the Simple Messaging Media Store to give internet-using

customers the ability to interact with call center agents. Web chat functionality allows the

customer, browsing the clients web site, to click a URL and have a session initiated with the call

center agent. Using this session, the customer and agent can exchange text-based messagesallowing a simple conversation to take place.
mailto:[email protected]?subject=Call%20Center%20Elite%20Multichannel%20Web%20Chat%20for%20IIS%20User%20Guidemailto:[email protected]?subject=Call%20Center%20Elite%20Multichannel%20Web%20Chat%20for%20IIS%20User%20Guide


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Chapter 1: Introduction



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Chapter 2: System Requirements

The specifications listed here are the minimum recommended. Avaya Aura Call Center EliteMultichannel and its components should be compatible with all higher specification hardware

configurations than those listed in the following section:

Desktop

For Call Center Elite Multichannel Desktop, Call Center Elite Multichannel Reporting, Call

Center Elite Multichannel Control Panel:

l Hardware:

-

2.4 GHz processor (32-bit / 64-bit)- 2 GB RAM

- 10 GB free hard disk space

- DVD drive

l Software:

- Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professional, Enterprise, and Ultimate

edition

- Microsoft Windows Vista SP2 (32-bit and 64-bit) - Business and Enterprise

- Microsoft Windows XP Professional SP3 (32-bit)

-

Citrix Presentation Server 4.5 or Microsoft Windows Terminal Services 32-bit

- Microsoft Internet Explorer 8.0 (Internet Explorer 7.0 will be used on Microsoft

Windows XP)

- Microsoft Internet Explorer 9.0 (supported on Avaya Aura Call Center Elite

Multichannel Release 6.2.5)

- Microsoft .Net Framework 3.5 SP1

Servers

l Hardware:

- 2.4 GHz processor with minimum 2 processor cores.

- 4 GB RAM

- 40 GB free disk space


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Chapter 2: System Requirements


- DVD drive

l Software:

- Microsoft Windows 2008 SP1 Server (Enterprise and Standard) 32-bit and 64-bit

- Microsot Windows 2008 R2 SP1

-

Internet Information Services (IIS) 7 with IIS 6 Management Compatibility Components- Microsoft Internet Explorer 8.0




- Application Enablement Services (AE Services) client software release 5.2, 6.1, and

6.2

Core Server

l One dedicated server for installing the following:

- License Director

- XML Server

- Configuration Server

- Application Management Director

- Media Director

- Media Stores and Gateways

- Call Routing Server

- Virtual Agent

-

Task Director

l For Email only POP3/SMTP are supported:

- Microsoft Exchange Server 6.5, 2003, 2007

Interaction Data Service Server

Dedicated Server for Interaction Data Service - excluding Microsoft Internet Explorer which is

not required.

Database Server

l One dedicated server on which Microsoft SQL Server 2008 Standard, Enterprise, orExpress with Advance Services is installed so that you can deploy the followingdatabases:


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- Configuration Server (ACS)

- ASMSControl Database

- ASMSData{x}

- ASContact Databases

Developers

l Developing applications on or with:

- Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professional, Enterprise, and Ultimate

edition

- Microsoft Windows XP Professional SP3 32-bit with Microsoft Visual Studio 2005 and

2008

- Microsoft Windows 2008 Server 32-bit and 64-bit - Standard and Enterprise

-

Microsoft Windows 2008 R2

- Microsoft Internet Explorer 7.0 and 8.0




- Application Enablement Services (AE Services) client software release 5.2, 6.1, 6.2


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Chapter 3: Installation

Install Web Chat Gateway

Web Chat Gateway is installed as a separate server component. For full instructions on how to

install this application, refer to theAvaya Aura Call Center Elite Multichannel Installation

Guide.

TheAvaya Aura Call Center Elite Multichannel Installation Guidecan be downloaded from the

Avaya Support Web site: http://support.avaya.com.
mailto:[email protected]?subject=Call%20Center%20Elite%20Multichannel%20Web%20Chat%20for%20IIS%20User%20Guidehttp://support.avaya.com/http://support.avaya.com/mailto:[email protected]?subject=Call%20Center%20Elite%20Multichannel%20Web%20Chat%20for%20IIS%20User%20Guide


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Chapter 3: Installation



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Chapter 4: Administration

This chapter contains the following:l Customize Web Chat ASPon page 13

l Customize Web Chat Web Serviceon page 16

Customize Web Chat ASP

Note:Note: In general, you shouldn't need to change the default configuration data in the

web.config file. If you entered the remote service names and IDs during theinstallation of the Web Chat ASP, you do not need to manually configure them via

the web.config file.

To customize the Web Chat ASP application:

1. Locate the WebChatASPfolder on your IIS web server: \Avaya

Aura CC Elite Multichannel\Server\Media Gateways\Web Chat for IIS.

2. Open the 'web.config' file in a text editor like Notepad.

3. Where necessary, customize the following remote services parameters.


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Note:Note: If you entered the remote service names and IDs during the installation of the

Web Chat ASP, you do not need to manually configure them via the web.config

file.

The web.config file can contain as many services as desired but must contain at least

one service. Each serviceNameand serviceIDpair must match a Remote ServiceNameand Remove Service IDcombination already configured in Web Chat Gateway.

Here is an example with two services configured:

Parameter Description

serviceName A user-friendly name for the service. This parameter must correspondwith a Remote Service Name defined in Web Chat Gateway.

serviceID Text that identifies the remote service. This parameter mustcorrespond with a Remote Service ID in Web Chat Gateway.


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Customize Web Chat ASP


4. Configure the following application parameters:

Example:

Note:Note: Web Chat Gateway should be restarted before you try to connect to the web

page.


ServicePriority The service priority. Valid values are 1-9, where 1 is the highestpriority. The default is 5. Note: This value applies to every service.

PollInterval How often, in seconds, messages from the service are checked.The default is 5.

CultureID This setting is used to select the language (either standard orcustom) for customer progress messages, for example, fr-FR willdisplay French progress messages.

MaxMessageSize The maximum number of characters the customer can insert inthe Send panel of the Web Chat ASP application. The default is1024.

MimeType The type of the customers outgoing messages. Valid values are:text/plain and text/html. The default is text/plain.

DisplayDebugMessages Setting this parameter to True will display debugging messageson your screen. This is not recommended in a productionenvironment, but may be helpful if you encounter problemssetting up web chat. Should be set to False.

WebChatService.Service The address of the Web Chat Web Service. The default is http://localhost/WebChatWebService/Service.asmx. If you haveinstalled Web Chat Web Service on a different computer, replacelocalhost with the IP address of that computer.

uiCulture The resource file to load user interface text.


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Customize Web Chat Web Service

Note:Note: In general, you shouldn't need to change the default configuration data in the

web.config file. If you create a password-protected user account during theinstallation of the Web Chat Web Service, the user name is saved in the

web.config file and both the user name and password are saved into the

Windows user account.

To customize the Web Chat Web Service:

1. Locate the WebChatWebServicefolder on your IIS web server: \

Avaya Aura CC Elite Multichannel\Server\Media Gateways\Web Chat for IIS.

2. Open the 'web.config' file in a text editor like Notepad.

3. Where necessary, customize the following parameters:


ErrLogEnabled A setting that allows you to write application error information toerror log files. True=enabled, False=disabled. The default isFalse.

Enabling error logging will require write access to theErrLogFilePath. Please test the application after enabling errorlogging.

ErrLogFilePath The directory path for saving error log files. If left blank, thisparameter automatically sets the path to the application's currentworking folder (the same folder as the application executable).

By default, the web.config file uses the subdirectory "logs/".

ErrLogLevel The value that determines what level of error detail will be savedin the error log: 0=No error logging takes place, 1=Logs fatal,major, minor and trace information, 2=Logs fatal, major and minorerrors, 4=Logs fatal and major errors, 8=Logs fatal errors only.

There is also another error log level, which enables you to createlog files that don't override each other every time the maximum logfile size limit is reached. This logging level is designed fordiagnostic purposes only and can be achieved by adding 128 toone of the logging level values mentioned above. For example, ifyou specify "129", new error log files will be continuously createdfor this application that contain fatal, major, minor and trace

information.


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Customize Web Chat Web Service


ErrLogFileExt The extension of error log files for this application. Extensionrefers to part of the file name (usually the name of the application)and the file type extension (for example, .log)) The application willautomatically precede the default extension with the day of the

week (for example, Mon, Tue) when it creates its error logs.By default, the web.config file uses the subdirectory WC.log".

ErrLogMaxFileSizeKB The maximum amount of information, in kilobytes, that will bestored in an error log file before it is archived and a new file iscreated. The default is 1000. The minimum you can set this to is100. Note: The archive will only store one log file. If a second errorlog reaches the specified maximum size, it overrides thepreviously archived file. If, however, the diagnostic testing errorlog level is selected in ErrLogLevel (this is achieved by adding 128to any one of the other error log values), a new file with a newname is created every time the maximum log file size limit isreached.

UserName The user name for a legitimate Windows user account.

Note:Note: If you created a password-protected user account

during the installation of the Web Chat Web

Service, you do not need to manually configure the

UserName via the web.config file.

If you didn't create a password-protected user account during theinstallation of the Web Chat Web Service but now require WebChat Gateway authentication for the Web Chat Web Service, youshould set the 'UserName' to the name of a new (or existing)Windows user account on the local machine (where Web ChatWeb Service is running). Make sure the password for thisWindows account is specified as the Remote Service Passwordwhen you are configuring remote services in the Web ChatGateway.

If authentication is required on a Win2000 machine, the followingadditional settings should be done:

l Open Control Panel > Administrative Tools> LocalSecurity Policy.

l Expand Local Policiesand select User Rights Assignment.

l Double-click Act as part of the operating system.

l Add ASP.NET user (IIS 5)or Local Service user (IIS 6).

l Restart Win2000.

If you don't require Web Chat Gateway authentication for the WebChat Web Service, leave this parameter blank.



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Example:


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Web Chat for IIS User Guide March 2013 19

Index

Index

A

Administration. . . . . . . . . . . . . . . . . . . 13

C

Customize Web Chat ASP . . . . . . . . . . . . . 13Customize Web Chat Web Service . . . . . . . . . 16

I

Install Web Chat Gateway . . . . . . . . . . . . . .11Installation. . . . . . . . . . . . . . . . . . . . . .11

Introduction . . . . . . . . . . . . . . . . . . . . . 5

S

System Requirements . . . . . . . . . . . . . . . . 7system requirements . . . . . . . . . . . . . . . . . 7

core server. . . . . . . . . . . . . . . . . . . . 8database . . . . . . . . . . . . . . . . . . . . . 8desktop . . . . . . . . . . . . . . . . . . . . . 7developer . . . . . . . . . . . . . . . . . . . . 9email server . . . . . . . . . . . . . . . . . . . 8interaction data service server. . . . . . . . . . . 8

WWhat is Web Chat Gateway . . . . . . . . . . . . . 5


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Index

web chat for i is user guide

Documents