User Guide. Media Client. Release Issue 0

Transcription

1 User Guide Media Client Release Issue 0

2 Copyright Avaya Inc. All rights reserved. Printed in USA. Notice Every effort was made to ensure that the information in this manual was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System's Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company's employees, agents, subcontractors, or persons working on your company's behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Avaya Inc. does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Avaya Inc. will not be responsible for any charges that result from such unauthorized use. Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call the Technical Service Center Toll Fraud Intervention Hot-line at Trademarks Avaya Computer Telephony is a registered trademark of Avaya Inc. Avaya CallMaster is a registered trademark of Avaya Inc. Definity is a registered trademark of Avaya Inc. MultiVantage is a registered trademark of Avaya Inc. INTEL and Pentium are registered trademarks of Intel Corporation. Microsoft, MS, MS-DOS, and Windows are registered trademarks of Microsoft Corp. All other product names mentioned herein are the trademarks of their respective owners. Avaya National Customer Care Center Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is For technical support, customers outside the United States should call their Avaya representative or distributor. European Union Declaration of Conformity Avaya Inc. Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC The CE mark affixed to the equipment means that it conforms to the above Directives. Website For more information on all Avaya Contact Center Express products, refer to the company website (

3 Software License Agreement Definitions Term Avaya You, your or licensee Client software Documentation License Definition Avaya Inc. The person or business entity who purchased this license to use this client software or for whom such license was purchased. A software application that operates on a computer system. The manual and any other printed material provided by Avaya for the client software. The license purchased and granted pursuant to this agreement. License and Protection License Grant. Avaya grants to you, subject to the following terms and conditions, a nonexclusive, nontransferable right to use the client software on one or more single-user devices. The maximum simultaneous users of the client software being limited to the number of single-user licenses purchased and owned by you. Avaya reserves all rights not expressly granted to you. Protection of Software. You agree to take all reasonable steps to protect the client software and documentation from unauthorized copy or use. The client software source code represents and embodies trade secrets of Avaya and/or its licensors. The source code and embodied trade secrets are not licensed to you and any modification, addition, or deletion is strictly prohibited. You agree not to disassemble, decompile, or otherwise reverse engineer the client software in order to discover the source code and/or the trade secrets contained in the source code or for any other reason. To the extent that the client software is located in a Member State of the European Community and you need information about the client software in order to achieve interoperability of an independently created software program with the client software, you shall first request such information from Avaya. Unless Avaya refuses to make such information available, you shall not take any steps, such as reverse assembly or reverse compilation, to derive a source code equivalent to the client software. Avaya may charge you a reasonable fee for the provision of such information. Copies. You may make multiple copies of the client software for your own use with Avaya contact center agent digital voice terminals, provided you do not violate the License Grant in paragraph 1, and you do not receive any payment, commercial benefit, or other consideration for reproduction or use. You may not copy documentation unless it carries a statement that copying is permitted. All proprietary rights notices must be faithfully reproduced and included on all copies. Ownership. Ownership of, and title to, the client software and documentation (including any adaptations or copies) remains with Avaya and/or its licensors. Restrictions. You agree not to rent, lease, sublicense, modify or time share the client software or documentation. Termination. This agreement shall automatically terminate if you breach any of the terms or conditions of this agreement. You agree to destroy the original and all copies of the client software and documentation, or to return them to Avaya, upon termination of this license.

4 Limited Warranty and Limited Liability Compatibility. The client software is only compatible with certain computers and operating systems. The software is not warranted for noncompatible systems. Software. Avaya warrants that if the client software fails to substantially conform to the specifications in the documentation and if the client software is returned to the place from which it was purchased within one (1) year from the date purchased, then Avaya will either replace the client software or offer to refund the license fee to you upon return of all copies of the client software and documentation to Avaya. In the event of a refund, the license shall terminate. Disclaimer of Warranties. Avaya makes no warranty, representation or promise not expressly set forth in this agreement. Avaya disclaims and excludes any and all implied warranties of merchantability or fitness for a particular purpose. Avaya does not warrant that the client software or documentation will satisfy your requirements or that the client software or documentation are without defect or error or that the operation of the software will be uninterrupted. Some states or countries do not allow the exclusion of implied warranties or limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This warranty gives you specific legal rights which vary from state to state. Exclusive Remedy. Except for bodily injury caused by Avaya's negligence, Avaya's entire liability arising from or relating to this agreement or the client software or documentation and your exclusive remedy is limited to direct damages in an amount not to exceed $10,000. Avaya shall not in any case be liable for any special incidental, consequential, indirect or punitive damages even if Avaya has been advised of the possibility of such damages. Avaya is not responsible for lost profits or revenue, loss of use of the client software, loss of data, costs of recreating lost data, the cost of any substitute equipment or program, or claims by any party other than you. Some states or countries do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. General Conditions Governing Law. This agreement shall be governed by, and interpreted in accordance with, the substantive laws of the State of New Jersey of the United States of America. Entire Agreement. This agreement sets forth the entire understanding and agreement between you and Avaya and may be amended only in a writing or writings signed by you and Avaya. No vendor, distributor, dealer, retailer, sales person or other person is authorized to modify this agreement or to make any warranty, representation or promise which is different than, or in addition to, the representations or promises of this agreement about the software. Export. Licensee hereby agrees that it will not knowingly, directly or indirectly, without prior written consent, if required, of the Office of Export Licensing of the U.S. Department of Commerce, Washington D.C , export or transmit any of the Products to any group Q, S, W, Y, or Z country specified in the Export Administration Regulations issued by the U.S. Department of Commerce or to any country which such transmission is restricted by applicable regulations or statues. U.S. Government Restricted Rights. Use, duplication, or disclosure by the United States Government is subject to restrictions as set forth in FAR (June 1987) Alternate III (g)(3) (June 1987), FAR (June 1987), or DFARS (c)(1)(ii) (June 1988), as applicable Contractor/Manufacturer is Avaya Inc North Pecos Street, Westminster, Colorado Assignment. Avaya may without your consent or notice to you, assign this agreement to an entity to which it transfers ownership of the client software. Upon the effective date of such assignment, you agree that Avaya shall be released and discharged from all obligations and liabilities under this agreement.

5 v Contents Software License Agreement 3 Chapter 1 Preface 6 Document Conventions...7 Other Documents...7 Knowledge Base...7 Chapter 2 Introduction 8 What is the Media Client?...9 How does the Media Client Work?...12 Licensing...13 Error Logging...14 System Requirements...15 Windows XP & Internet Firewall Connection...16 Supported Languages...18 Chapter 3 Installation 20 Install Application...21 Chapter 4 Configuration 22 Configurable Parameters...23 Configure Media Client via Ini File...25 Configure Media Client via Configuration Server...26 Chapter 5 Operation 29 Media Client Interface...30 View Error Log...31 Run Preview Contact Media Store...32 Run Media Store...38 Run Simple Messaging Media Store with Web Chat Gateway...45 Glossary of Terms 55 Index 56

6 6 C HAPTER 1 Preface This chapter provides information that will help you use this document. In This Chapter Document Conventions... 7 Other Documents... 7 Knowledge Base... 7

7 Preface 7 Document Conventions Convention Initial Capital Letters [key] or [button] Key+key Italicized text Click and double-click Description Names of windows and dialog boxes. For example, the Add VDN dialog box appears. The name of a button or keyboard key. For example, click the [Blind] button or press the [F5] key. Hot key combinations you press down simultaneously to make the computer perform a function. For example, the Ctrl+S hot key combination saves your document. Reference documents. The action of pressing the left or right mouse button once or twice. Always click the left button unless the right button is specified. Other Documents For information on the methods and events exposed by the three queuing communication objects, refer to the Multimedia Developer Help file (Multimedia Developer Reference.chm) on the Avaya Contact Center Express CD. For more information on how the Preview Contact Media Store interacts with the Media Director, refer to the Preview Contact Media Store User Guide. For more information on how the Media Store interacts with the Media Director, refer to the Media Store User Guide. For more information on how the Simple Messaging Media Store interacts with the Media Director, refer to the Simple Messaging Media Store User Guide. For more information on how the Web Chat Gateway interacts with Simple Messaging Media Store, refer to the Web Chat Gateway User Guide. For more information on the XML Server, refer to the XML Server User Guide. Knowledge Base For information on any errors and updates relating to this document, visit the Avaya Contact Center Express Knowledge Base via the website (

8 8 C HAPTER 2 Introduction In This Chapter What is the Media Client?... 9 How does the Media Client Work? Licensing Error Logging System Requirements Supported Languages... 18

9 Introduction 9 What is the Media Client? Media Client is the.net Windows client application that displays work items delivered from Contact Center Express media stores. Running on the agent's machine, Media Client: displays campaign information contained in media store work items displays customer information contained in media store work items logs the result of the media store connection to a series of daily log files returns customer information entered by the agent to media store databases allows the agent to suspend the delivery of a work item to another agent at a later date In the case of the Preview Contact Media Store, Media Client makes outbound customer calls. It also gives you the option of using an enhanced Contact Center Express dialling feature called Smart Dial. Media Client receiving a Preview Contact work item:

10 Introduction 10 In the case of the Media Store, Media Client receives and sends s. Media Client receiving an work item: In the case of the Simple Messaging Media Store, Media Client communicates with customers over the internet.

11 Media Client receiving a Simple Messaging - Web Chat work item: Introduction 11

12 Introduction 12 How does the Media Client Work? Media Client uses the Configuration Client to retrieve configuration data. It makes a connection to the Media Director through the Media Proxy with the media store work item types registered in its configuration. Media Client uses Agent as a COM server to receive phantom calls. Agent needs to be running when Media Client is started. Upon receiving a work item from the Media Proxy, it pops up a new Windows form to display the work item information and allow the user to enter data. The data is sent back to the media store when the form is closed. Agent's PC 4 Media Client Agent acting as Com server 3 Media Proxy 2 1 Media Store Agent Queue Media Director Queue XML Server Queue Simple Messaging Media Store Preview Contact Media Store Avaya CT Server Definity/ MultiVantage

13 Introduction 13 Licensing Each Media Client connection to Media Director requires one Contact Center Express Multimedia runtime license. One Multimedia run-time license enables one Media Client to receive work items from any type of media store. When Media Client connects to Media Director, Media Director requests a license from the License Server associated with the Avaya CT Server (Telephony Server) link being supported. If a license can be obtained, the connection can process messages. If a license cannot be obtained, the Media Director returns an error and closes the connection. Note: You can configure Media Client to connect to the Media Director on startup or when the agent logs into Agent. For more information on the licensing, refer to the License Server User Guide.

14 Introduction 14 Error Logging The Media Client logs error information relating to its own operation to a series of daily log files. A new log file is created for each day of the week. Each error log is overwritten on a weekly cycle. The name of the error log file records the day of the week and clearly identifies the file, for example, MediaClientTue.log. The type of errors logged by the error log are determined by the logging level retrieved from its configuration data. Levels of error logging are: ERROR_LEVEL_NONE. No error logging takes place. ERROR_LEVEL_INFORMATION. Logs fatal, major, minor and trace information. ERROR_LEVEL_MINOR. Logs fatal, major and minor errors. ERROR_LEVEL_MAJOR. Logs fatal and major errors. ERROR_LEVEL_FATAL. Logs fatal errors only. Each file records the selected logging level as well as the date, time, location and description of every error that occurs. All log files are placed in a folder named ErrorLog. Error format The format of an error in an error log starts with the date and time the error occurred, followed by the error log level, error description and location. For example: [Tue Mar 23 13:10:21.369],Info,[T 25] Configuration.PopulateConfiguationSettings

15 Introduction 15 System Requirements The Media Director and media store applications run on: Windows NT 4.0 Server SP6a Windows 2000 Server SP4 Windows 2003 Server (Enterprise & Standard) The Media Proxy and Media Client applications run on: Windows 98 Second Edition Windows NT 4.0 SP6a Windows 2000 Professional SP4 Windows XP Professional in XP or Classic styles SP1a All applications (Media Director, Media Proxy, Media Client and media stores) require Microsoft Internet Explorer 5.01 or higher and Microsoft.Net Framework version 1.1. They are not supported with version 1.0.

16 Introduction 16 Windows XP & Internet Firewall Connection If you are running Media Client on Windows XP, you must disable the internet connection firewall. If the firewall is enabled (as shown below), the operating system blocks events passing from the Media Director to the Media Proxy. When events are blocked, no work items are received. If the internet firewall is disabled, a taskbar message confirms the successful connection between the client and Media Director, and the error log confirms what media stores are registered.

17 Introduction 17 If the internet firewall is enabled, the taskbar message confirms the successful connection between the client and Media Director, but the error log appears empty because no events are received. The firewall's error log, pfirewall.log, will record dropped events.

18 Introduction 18 Supported Languages Media Client and the work items it receives from all three media stores are available in the following languages: English Chinese (Simplified) Chinese (Traditional) French German Italian Japanese Korean Portuguese (Brazilian) Russian Spanish (Castilian) The following image shows a web chat work item in Korean.

19 Introduction 19 All language versions run with the following Windows operating systems in their own language: 98 Second Edition NT 4.0 SP6a 2000 Professional SP4 XP Professional in XP or Classic styles SP1a In addition, West European single-byte character set languages (Italian, Spanish, Portuguese, German and French) run with the above Windows operating systems in English. Double-byte character set languages (Japanese, Korean, Russian, Traditional and Simplified Chinese) also run with English operating systems, but you must install the font character set for the language you want to use and change your regional and language settings to suit. Note: If you do not, all non-english text is replaced with question marks. For example:

20 20 C HAPTER 3 Installation In This Chapter Install Application... 21

21 Installation 21 Install Application For full instructions on how to install this application, refer to the Contact Center Express Installation Guide.pdf. The Contact Center Express Installation Guide is on the Contact Center Express CD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Contact Center Express website (

22 22 C HAPTER 4 Configuration In This Chapter Configurable Parameters Configure Media Client via Ini File Configure Media Client via Configuration Server... 26

23 Configuration 23 Configurable Parameters [General] Error Log Level. The value that determines what level of error detail will be saved in the error log. 0=None, 1=Information, 2=Minor, 4=Major, 8=Fatal. Media Director IP. The IP address of the Media Director. Media Director Port. The IP port number of the Media Director. The default port is: Media Proxy IP. The IP address of the Media Proxy. The default address is: localhost Media Proxy Port. The IP port number of the Media Proxy. The default port is: Check Agent On Start Up. If set to True, Media Client will check if the agent application is running on startup. Default = True. Connect Server On Agent Logged In. If set to True, Media Client will connect to the Media Director when the user is logged in through the Agent application. If set to False, Media Client connects to Media Director when it is started. Default = True. Language. The language of the Media Client interface. Options are: English, French, German, Italian, Spanish, Portuguese, Russian, Korean, Japanese, Traditional Chinese and Simplified Chinese. [SmartDial] Enable Smart Dial. A value that determines if the application will enable Smart Dial functionality. 0=disabled (False), 1=enabled (True). Min Length For Outside Call. The minimum number of digits needed to make an outside call (one number more than the number of digits that make up your internal extension numbers). Local Area Code. Your local area code. Local Country Code. Your country code. International Access. The code required to make an international call Long Distance Access. The code required to make a national call. Outside Access. The code required to dial an outside line.

24 Configuration 24 [Work Item Form] Close Form When Work Item Removed. A value that determines if the Windows form will close when the associated work item is returned to the Media Director queue (a work item is returned when a phantom call is not answered in the expected time - see Maximum Time To Answer parameter in the Media Director's configuration). True = enabled (default), False = disabled. Start As NonMDI Child. A value that ensures work item forms display properly on machines running Simplified Chinese or Korean operating systems. If you are running Simplified Chinese or Korean operating systems, set this value to True to prevent work item borders from distorting. Media Client will start work item forms as Non-MDI child windows outside its interface (this will be barely visible to the user) and then immediately re-position them inside the interface. The default value is True. [Preload Key Value Pair] This section is to be configured if you are using the Preview Contact Media Store. It is where you record the key/value pairs that have been set up in the media store's Additional Data Table. Key/value pairs allow you to record extra customer-specific information. The key identifies the type of additional information and the value is the information associated with the key. Upon receiving the work item, the agent will be able to view the data and save any changes back to the database for future reference. For example: Age=38 Address=6 Knight Ave, Newmarket, Auckland [Start] This section is automatically saved to the configuration file after the application is open and closed for the first time. Left. The distance, in pixels, of Media Client from the left side of the screen at startup. This distance is saved in the configuration after it is adjusted within the application. Top. The distance, in pixels, of Media Client from the top of the screen at startup. This distance is saved in the configuration after it is adjusted within the application. Width. The width, in pixels, of Media Client. This width is saved in the configuration after it is adjusted within the application. Height. The height, in pixels, of Media Client. This height is saved in the configuration after it is adjusted within the application.

25 Configuration 25 Configure Media Client via Ini File 1 Click the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Media Client > Edit MediaClient.ini from the pop-up menu. 2 Add configuration information as necessary. For detailed parameter information, refer to Configurable Parameters (on page 23).

26 Configuration 26 Configure Media Client via Configuration Server Import Template 1 Open Configuration Manager. 2 Right-click the Applications node and select Import Application from the pop-up menu. The Import Application dialog box appears: 3 Click the [Browse] button and locate the file named AS Media Client Template Add.sql from the Contact Center Express directory (probably C:\Program Files\Avaya\Contact Center Express\Server\Configuration Server\SQL Script). 4 Click the [OK] button.

27 Configuration 27 5 Right-click Media Client in the Applications tree menu and select Properties from the pop-up menu. The Application Properties dialog box appears: The template contains four columns of pre-written application data: Section. Sets of related properties. Read-only. Key. Application properties. Read-only. Value. Property values. Description. Property descriptions. Read-only.

28 Configuration 28 6 Enter configuration data that is common to all users in the Value column. For detailed property information, refer to Configurable Parameters (on page 23). 7 Click the [OK] button to return to the Application Properties dialog box. 8 To save all your application template, click the [OK] button. Update User Configuration To add user-specific configuration data: 1 Drag and drop a user into the Media Client folder and double-click their name. The Edit Configuration dialog box appears. 2 Add user-specific data to the configuration. 3 If necessary, edit the default data copied from the template. 4 To save all your changes, click the [OK] button.

29 29 C HAPTER 5 Operation In This Chapter Media Client Interface Run Preview Contact Media Store Run Media Store Run Simple Messaging Media Store with Web Chat Gateway.. 45

30 Operation 30 Media Client Interface The Media Client interface consists of a menu bar, the work area and a status bar. Menu Bar File. To close Media Client, select File > Exit from the menu bar. Tools. To view error log information, select Tools > Error Log from the menu bar. Window. To control whether work items tile or cascade when they appear within the Media Client interface, select an option from the Window menu. Help. To view the version of Media Client you are using, select Help > About from the menu bar. Status Bar Message. The current action, for example, 'Connected to Media Proxy successfully' or ' message loaded successfully'. Phone icon. The station number Media Client is associated with and will use to deliver the work items. Connection icon. Either an icon (with mouse-over pop-up text) that tells you the connection status with Media Director, or an error icon indicating an error has occurred.

31 Operation 31 View Error Log You will know there is an operation problem when the error icon appears on your Media Client task bar ( ): To view details about the error, select Tools > Error Log from the menu bar.

32 Operation 32 Run Preview Contact Media Store 1 Start Agent by either: Double-clicking the icon on the desktop (this only displays if it was selected during installation), or Clicking the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Agent > Agent from the pop-up menu. 2 Start Media Client by either: Double-clicking the icon on the desktop (this only displays if it was selected during installation), or Clicking the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Media Client > Media Client from the pop-up menu.

33 Operation 33 3 Click the [Login] button on the Agent callbar. The Agent Login panel appears: 4 Type your agent ID number in the ID text box. 5 If the optional agent password has been set up in the Definity/MultiVantage/Avaya CM server, type the password in the Password text box. 6 To login using: Auto-In mode, click the [AI] button. Manual-In mode, click the [MI] button. When you first log in, Agent places you in Auxiliary (AUX) mode. 7 To make yourself available to receive preview contact work items, click the [AVL] button.

34 Operation 34 When a call (work item) is alerting, the call appearance indicator flashes red: 8 To answer the call: Click the alerting call appearance, or Press the [Enter] key.

35 Operation 35 When the call connects, the call appearance indicator turns green: 9 To call the customer, click the first line in the contact details list and click the [Connect] button. Agent places the original call appearance on hold (the call appearance flashes yellow) and makes an outgoing call to the customer (the call appearance turns solid yellow). Note: If Smart Dial functionality is enabled within the Media Client application, any required STD, IDD or PSTN access codes are automatically dialled before the number. When the customer answers, the line becomes the active conference and the directory numbers of the call parties in the conference display in the Status window.

36 Operation To end the call (this could be when you have finished talking to the customer, the line is engaged, or the person doesn't answer the call), click the [Abort] button. Agent ends your consult call and returns to the original work item call: 11 To specify the outcome of the call, click the drop-down arrow beside Completion Status and select an option. Options are: 1 Completed Success. This contact has been presented to an agent and the work associated has been completed successfully. 2 Completed Failed. The attempt to reach this contact has failed. This task has been marked as completed and will be retried with future campaign schedules. 3 Completed No Retry. This contact has been successfully presented to an agent and the work completed. Further attempts to reach this contact should not be made (eg, at the contact's request). 4 Failed. The attempt to reach this contact has failed. Further campaign schedules should not attempt to reach this contact (eg, contact phone numbers are invalid). 12 If you want to suspend a Preview Contact work item so it goes back to the Media Director and is sent to an agent at a later date/time: a) Tick the check box beside Suspend contacting this customer. b) Click the drop-down arrow beside Until and select the date you want the suspension to be lifted. c) Type why you want to suspend the work item in the Reason text box.

37 Operation If you want to read or update the notes associated with this contact, click the Notes tab and make any changes. 14 If you want to add or update any additional information associated with this contact, click the Additional Information tab and make any changes. 15 When you have finished processing the work item, click the [OK] button. If you logged in using Auto-In, Agent automatically places you back in Available mode. If you logged in using Manual-In, Agent automatically places you in After Call Work mode. To make yourself available to receive another call, click the [AVL] button again.

38 Operation 38 Run Media Store 1 Start Agent by either: Double-clicking the icon on the desktop (this only displays if it was selected during installation), or Clicking the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Agent > Agent from the pop-up menu. 2 Start Media Client by either: Double-clicking the icon on the desktop (this only displays if it was selected during installation), or Clicking the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Media Client > Media Client from the pop-up menu.

39 Operation 39 3 Click the [Login] button on the Agent callbar. The Agent Login panel appears: 4 Type your agent ID number in the ID text box. 5 If the optional agent password has been set up in the Definity/MultiVantage/Avaya CM server, type the password in the Password text box. 6 To login using Auto-In mode, click the [AI] button. 7 To login using Manual-In mode, click the [MI] button. When you first log in, Agent places you in Auxiliary (AUX) mode. 8 To make yourself available to receive work items, click the [AVL] button.

40 Operation 40 When a call (work item) is alerting, the call appearance indicator flashes red: 9 To answer the call: Click the alerting call appearance, or Press the [Enter] key.

41 Operation 41 When the call connects, the call appearance indicator turns green: Note: The subject line records the conversation ID, a unique identifier that allows the multiple s that form part of the conversation to be tracked and linked together. The identifier is assigned to the conversation by the Media Store (see ECGUID parameter in the Conversations Table). 10 If you want to reply to the a) Click the button and type your message in the message box. b) If you want to a file, click the button, browse to the file and click the [Open] button.

42 Operation 42 c) Click the button. 11 If you want to forward the a) Click the button. b) Type the forwarding address in the To text box. c) Type your message in the message box.

43 Operation 43 d) Click the button. 12 If you want to suspend an work item so it goes back to the Media Director and is sent to an agent at a later date/time: a) Click the button. The Suspend dialog box appears. b) Type why you want to suspend the work item in the Reason text box. c) Type the ID number of the agent you would prefer the to be sent to in the Preferred Agent ID text box.

44 Operation 44 d) Click [OK]. Once you have processed an by either forwarding, replying or suspending it, you will go back into either Available or After Call Work mode. If you logged in using Auto-In, Agent automatically places you back in Available mode. If you logged in using Manual-In, Agent automatically places you in After Call Work mode. To make yourself available to receive another call, click the [AVL] button again. 13 If you want to end a conversation without replying or forwarding the (this could be because the is a thank you note from a customer or a junk that got through the system): a) Click the [Close] button. The following message appears: b) Click [Yes]. Note: The is not deleted but stored on file like all other s. The work item, however, is removed from the Media Client.

45 Operation 45 Run Simple Messaging Media Store with Web Chat Gateway 1 Start Agent by either: Double-clicking the icon on the desktop (this only displays if it was selected during installation), or Clicking the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Agent > Agent from the pop-up menu. 2 Start Media Client by either: Double-clicking the icon on the desktop (this only displays if it was selected during installation), or Clicking the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Media Client > Media Client from the pop-up menu.

46 Operation 46 3 Click the [Login] button on the Agent callbar. The Agent Login panel appears: 4 Type your agent ID number in the ID text box. 5 If the optional agent password has been set up in the Definity/MultiVantage/Avaya CM server, type the password in the Password text box. 6 To login using: Auto-In mode, click the [AI] button. Manual-In mode, click the [MI] button. When you first log in, Agent places you in Auxiliary (AUX) mode. 7 To make yourself available to receive web chat work items, click the [AVL] button.

47 Operation 47 Customer When a customer visits your contact center's internet site, they must click your site's link for a live web-based conversation. The link on the Example.htm page provided with Contact Center Express is shown here: After clicking your site's web chat link, the Avaya Contact Center Express Live Web Chat interface will display. Note: This web-chat application is supplied with the Contact Center Express CD and must be installed on your contact center's web server.

48 Operation 48 To initiate the conversation, the customer must enter a user name and click [Start]. The Web Chat Gateway transports the request to the Simple Messaging Media Store which creates a work item and passes it to the Media Director for agent distribution. When the call (work item) is alerting, the call appearance indicator flashes red: 8 To answer the call: Click the alerting call appearance, or Press the [Enter] key.

49 When the call connects, the call appearance indicator turns green: Operation 49

50 Operation 50 9 Type an introductory line of text in the message box and click the [Send] button. This is how the message appears to the customer:

51 Operation 51 The customer types a reply and clicks [Send]. Note: Each customer reply is limited to 480 characters. Their message automatically appears in your Web Chat message box.

52 Operation Type a response in the message box and click [Send]. This is how your message appears to the customer:

53 Operation 53 The customer types a reply and clicks [Send]. Their message automatically appears in your Web Chat message box. 11 Repeat the above steps until the web chat conversation is finished. 12 When you have finished, click the [Close] button to close the work item and end the call. If you logged in using Auto-In, Agent automatically places you back in Available mode.

54 Operation 54 If you logged in using Manual-In, Agent automatically places you in After Call Work mode. To make yourself available to receive another call, click the [AVL] button again.

55 55 Glossary of Terms M Media Client A component used to build Media Director client-side applications. It allows the user to establish a remoting connection (using.net built-in TCP channel) between the host application and the Media Proxy to receive work items of the specified media store type. Media Director A service that receives work items from media store applications, stores those work items in its internal queues, and then uses Definity/MultiVantage/Avaya CM server algorithms to distribute the items to available agents. One Media Director can handle the work items from multiple media stores. Media Proxy A service, normally running on the same machine as the Media Director client application, that receives work items from the Media Director and dispatches them to client applications based on their specified work item type (ie. what media store they came from). S Smart Dial A feature of Agent that automatically adds the required PSTN, IDD and STD codes to phone numbers you are about to dial. W Work item A task created by a media store and sent to an agent via the Media Director for processing. The task could be an , a web chat session or an outbound call request. The Media Director uses the queuing algorithms built into your Definity/MultiVantage/Avaya CM server to distribute work items (as phantom calls) and blend them with traditional voice calls. Media store An application that receives job requirements (work items) from a particular channel (eg. server, web server or SQL database), processes those requirements and then queues them to the Media Director for delivery to agents. MultiVantage Software that extends the powerful functionality of the Definity switch. P Phantom call A call generated by a CTI application that has no physical station as the originating point.

56 56 Index C Configurable Parameters 23 Configuration 22 Configure Media Client via Configuration Server 26 Configure Media Client via Ini File 25 D Document Conventions 7 E Error Logging 14 H How does the Media Client Work? 12 I Install Application 21 Installation 20 Introduction 8 K Knowledge Base 7 L Licensing 13 M Media Client 55 Media Client Interface 30 Media Director 55 Media Proxy 55 Media store 55 MultiVantage 55 O Operation 29 Other Documents 7 P Phantom call 55 Preface 6 R Run Media Store 38 Run Preview Contact Media Store 32 Run Simple Messaging Media Store with Web Chat Gateway 45 S Smart Dial 55 Software License Agreement 3 Supported Languages 18 System Requirements 15 V View Error Log 31 W What is the Media Client? 9 Windows XP & Internet Firewall Connection 16 Work item 55