Contents
About CentreVu Internet Solutions
New features for CentreVu Internet Solutions 4.5
What is CentreVu Internet Solutions?
Key features of CentreVu Internet Solutions
What do you need to make CentreVu Internet Solutions work?
What is localized?
Where can I get CentreVu Internet Solutions assistance?
Prepare your contact center for CentreVu Internet Solutions
User-to-User Information (UUI)
UUI through ASAI
Customer and agent interface for Internet sessions
Customer Web page
Agent login Web page
Agent and customer applets
Security
Message privacy
Messaging reports
Administration Web page security
VoIP gateway security
ICM server security
Message Care, CentreVu-CT, and Agent Router server security
Firewall guidelines
Firewall security for messaging
Firewall security for the real-time system
Ports and protocols
Data communication detail
Design considerations for messaging
What needs to be defined
Sorting messages
Types of messages
Where do you want the messages to go?
Vectors
Sample vector for basic message call delivery
Sample vectors for retrieve and suspend
Mailboxes that you need
Considerations for specifying auto-acknowledgment text
Bookmark agent and supervisor URLs
Encoding used to store message information when operating in J-Mode
CentreVu Internet Solutions configuration
Standard configuration
Standard configuration
Description of components
How the DEFINITY ECS works with CentreVu Internet Solutions
How CentreVu Internet Solutions works for Internet sessions
How CentreVu Internet Solutions works for messaging
How components are connected
DEFINITY ECS connectivity
Voice over IP gateway connectivity
CentreVu Computer-Telephony for Windows NT/Message Care server connectivity
Internet Call Manager connectivity
Mail Server connectivity
Ancillary CentreVu Internet Solutions component connectivity
Install and uninstall the Internet session software
Install the software on a Windows server
Windows Reference
Install the software on a Solaris platform
Solaris Reference
Install and uninstall the messaging software
Microsoft SQL Server recommendations and installation instructions
Microsoft SQL Server supported versions and licensing
Microsoft SQL Server prerequisites
Install Microsoft SQL Server
Verify the installation of Microsoft SQL Server
Create message databases
Create an SQL Server login ID and password
Create ODBC data sources
Install the ICM software
Message Care installation procedures
Install Message Care software
Run the Data Transformation Scripts (DTS) for empty databases
Apply indexes
Run the post-installation procedures
Potential problems when starting the application
Essential URLs
Uninstall Message Care
Stop Microsoft Internet Information Server (IIS)
Perform a graceful shutdown of the messaging software
Uninstall the messaging software
Uninstall the Maintenance Monitor
Upgrade procedures for the messaging software (pre version 4.0)
Upgrade NT and ICM
Run the DTS for migrating the Microsoft Access databases
Append your Access database archives
Administration
Administering the Internet session software
Administration prerequisites for Internet sessions
Administration interface for Internet sessions
Administer Internet session system parameters
Administer agent parameters for Internet sessions
Administer arenas
Administer arena parameters
Administer PagePops for Internet sessions
Select another language
Select a language to use in your arena
Add a new language
Gateway administration
Administer VoIP Parameters
Administering the Voice over IP Gateways
Administering the ITG
Administering the Avaya IP600
Administering DEFINITY IP Solutions
Administering the CTI
Administer the CTI
Administering the DEFINITY ECS
Direct Agent Calling (DAC) (required)
Class of Restrictions (COR)
Multiple Call Handling for a multi-session environment
ACD translations for Internet sessions
ACD translations for message calls
Dial Plan (required)
Stroke counts
Phantom extensions
Ongoing operations
Administering the CentreVu Computer-Telephony software
Required administration
Administering the messaging software
Administration prerequisites for messages
Start administration through the main administration Web page
Messaging�what do you have to administer
Localization for messages
Administer system parameters for message calls
Administer arenas/languages
Administer arena parameters
Administer PagePops for messages
Administer message-specific options
Administer mailboxes
View administered mailboxes
Agent login and logout
Agent login Web pages
Agent login
Agent logout
How to process Internet sessions
Agent and Caller Control Windows
Agent Control Windows
Caller Control Window
Internet sessions
Receiving Internet sessions
Internet voice and chat sessions
Chat-only sessions
Request for callback
Caller-initiated callback process
Agent-initiated callback
Callback and collaborate
HTML forms sharing
Using Conference
Using Transfer
Using Voice Consult
Using Join Us
Drop Internet sessions
Methods for dropping callbacks
How to process messages
Message processing background information
Message processing cycle
Message facts
Message states
Message processing options
Message processing Web pages
Message Care Home Page (agent idle page)
New Message Web page
Message Care Reply Web page
Suspend Message Web page
Message Care Forward Web page
Message Search Web page
Message History Web page
Message Care Note Web page
Message View Web page
Retrieve Acknowledgment Web page
Send Acknowledgment Web page
Resent Acknowledgment Web page
Real Time Snap-Shot Report Web page
Close Message Web page
Handling undeliverable messages and notifications
Undeliverable messages
Reports
Background information
Reporting software
Messaging software
Message reports
Introduction to message reports
Objective Report
Closure Code Report
Mailbox Report
Messages Arrived Daily Report
Messages Arrived Monthly Report
Agents Correspondence Report
Real Time Snap-Shot Report
Supervisory search
CentreVu Internet Solutions databases
Message Care Archive database
Archive database schema for messaging
Monitor and maintain CentreVu Internet Solutions
Monitoring and maintaining the Gateways, ICM, and CTI
Supporting the ITG
Supporting the IP600
Supporting the DEFINITY IP Solutions
Supporting the ICM server
Supporting the Agent Router process
Updating devices in the CentreVu Computer-Telephony server
Maintaining your messaging system
Introduction to the Remote Maintenance Monitor
Introduction to the Work Flow Manager (WFM)
Perform a graceful shutdown
Recommended scheduled maintenance
Back up message files
Archive message records
Multiple archives
Managing and updating the dictionary
Prevent overflowed messages
Clean up the temp directories
Clean up the winnt\system32\Logfiles directory
Check the performance characteristics of your system
Check NT server performance
Troubleshooting
Troubleshoot administration problems
Cannot access administration Web pages
Mailbox administration changes did not take effect
Agents are receiving multiple simultaneous message calls
Troubleshoot login and logout problems
Agent cannot log in
Agent Control Window fails to launch properly
The Agent or customer Control Window does not use specified language
Troubleshoot Internet session and message processing problems
Control Window closes during a session
Agent gets Internet voice session but no audio connection
Escorted Browsing does not work
Agent hears an echo
Internet voice quality is poor
A Web page overwrites the real-time applet
Agent cannot hear customer during an Internet voice session
The New Message Display page appears but there is no message content
Attachment is lost or cannot be opened
New message call already active
Agent cannot work on message
Slow response while composing reply
Troubleshoot Internet session and message delivery problems
Agent cannot receive calls
No calls arrive at a new VDN
Customer is unable to launch NetMeeting
Customer is unable to connect to an agent
The agent is not receiving messages from a specific mailbox
Retrieved messages are not going to expected agent
The retry count is higher for specific messages going to the same VDN
Agent cannot retrieve message
Delay in message calls after the messaging software starts
Troubleshoot report problems
CMS reports abandoned message calls or calls dropped at agent
Troubleshoot system interaction problems
Message agent gets a call but no PagePop
Internet agent gets a session but no PagePop
Erroneous label on a control window button or text area
Agent Router cannot connect to the CentreVu Computer-Telephony server
ITG cannot connect to the ICM server
ICM server cannot connect to the VoIP gateway
Message delivery is out of order or delayed
Control Window does not download completely
The Message Care server locks up after installing the messaging software
pcANYWHERE answers but will not connect
Work Flow Manager unable to connect to SQL database
Troubleshoot alarm and system message problems
Status message for customers
Permission denied error message when using MS Internet Explorer 4.x
All Phantom Extensions Busy alarm
Connection lost message appears on the Agent Control Window
Agent gets �Document contains no data� message when answering a message call
Agent gets a �Non-Internet Agent� message
Troubleshoot installation problems
Receive an ODBC error when accessing the message administration Web pages
Cannot start Mail Manager after installing the messaging software
Mail Manager locks up while trying to poll a mailbox
Errors and error logs
Message error logs
Message handling flow process errors
Log files on the ITG
Log files on the ICM server
Log file for the Agent Router
Internet Pre-Route configuration
What is the Internet Pre-Route feature?
How do I install the CIRS software?
How do I administer the CIRS software?
How does the Internet Pre-Route feature work?
How do I monitor my Internet Pre-Route environment?
Update ICM routing status through a Web page
How can I customize interactions with the CIRS?
Using another CTI application
Administration of ITG and ICM server
Helpful tips
Handling browser security restrictions
Browser security restrictions
Removing the Send Page button
Embedding JavaScript in each Web page
Installing a domainlinker script
Glossary
|
Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
|