Avaya Aura Call Center Elite Multichannel AOL-ICQ Instant Messenger Gateway User Guide

Transcription

1 Avaya Aura Ca Center Eite Mutichanne AOL-ICQ Instant Messenger Gateway User Guide Reease 6.2.3/6.2.5 March 2013

2 2013 Avaya Inc. A Rights Reserved. Notice Whie reasonabe efforts were made to ensure that the information in this document was compete and accurate at the time of printing, Avaya Inc. can assume no iabiity for any errors. Changes and corrections to the information in this document might be incorporated in future reeases. Documentation discaimer Avaya Inc. is not responsibe for any modifications, additions, or deetions to the origina pubished version of this documentation uness such modifications, additions, or deetions were performed by Avaya. Customer and/or End User agree to indemnify and hod harmess Avaya, Avaya's agents, servants and empoyees against a caims, awsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deetions to this documentation to the extent made by the Customer or End User. 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3 Contents Preface Purpose Intended Audience Reated documents Support Chapter 1: Introduction What is AOL-ICQ Instant Messenger Gateway? The Mutimedia Environment Error Logging Diagnostic Testing Error Logging Chapter 2: Instaation Requirements Desktop Servers Deveopers Insta AOL-ICQ Instant Messenger Gateway Chapter 3: Administration Configuration Overview Start / Configure / Monitor Service Index AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

4 Contents 2 AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March 2013

5 Preface The foowing few pages provides information that wi hep you use this document. Purpose on page 3 Intended Audience on page 3 Reated documents on page 3 Support on page 4 Purpose The purpose of this guide is to provide information about AOL-ICQ Instant Messenger Gateway that broadens the customer service capabiity of your contact center by aowing you to bend AOL or ICQ Instant Messenger messages with inbound teephone cas. Intended Audience This guide is intended primariy for contact center administrators who insta and configure AOL-ICQ instant Messenger Gateway. Reated documents In the Ca Center Eite Mutichanne documentation set, the foowing guides are reated to the Short Message Service Gateway appication: Avaya Aura Ca Center Eite Mutichanne Instaation Guide: This guide contains the prerequisites and instructions for instaing and configuring components such as servers, media stores, gateways, and databases in Ca Center Eite Mutichanne. Avaya Aura Ca Center Eite Mutichanne Simpe Messaging Media Store User Guide: This guide contains the prerequisites and instructions for instaing and configuring Simpe Messaging Media Store in Ca Center Eite Mutichanne. AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

6 Preface Avaya Aura Ca Center Eite Mutichanne Media Director User Guide: This guide provides information about how Media Director distributes non-voice work items, such as emai, a web chat session or an outbound ca request to contact center agents. The distribution of the work item is achieved using the queuing agorithms buit into your Avaya Aura Communication Manager. Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowedge artices. You can aso search for reease notes, downoads, and resoutions to issues. Use the onine service request system to create a service request. Chat with ive agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additiona expertise. 4 AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March 2013

7 Chapter 1: Introduction This chapter contains the foowing: What is AOL-ICQ Instant Messenger Gateway? on page 5 The Mutimedia Environment on page 6 Error Logging on page 7 What is AOL-ICQ Instant Messenger Gateway? Instant Messaging is becoming a principe mechanism for communication in both the business-to-business and customer-to-business environments. Avaya Aura Ca Center Eite Mutichanne now broadens the customer service capabiity of your contact center but aowing you to bend AOL or ICQ Instant Messenger messages with inbound teephone cas. Customers or business associates who enjoy using the internet can make contact with you via AOL or ICQ Instant Messenger and receive the same treatment as teephone caers. By using your existing computer teephony environment, they can enjoy the benefits of priority queuing and distribution to agents with reevant skis and knowedge. What's more, customers do not need to insta additiona cient software on their PC. A they need is AOL or ICQ Instant Messenger and the ogin detais you provide them. AOL-ICQ Instant Messenger Gateway works aongside the Simpe Messaging Media Store, Media Director and Ca Center Eite Mutichanne Desktop as part of a mutimedia suite. Simpe Messaging Media Store is one of three media stores that deiver a range of non-voice work items to contact center agents. (For an overview, refer to The Mutimedia Environment on page 6) Providing base messaging functionaity for the AOL-ICQ Instant Messenger Gateway, it: gives queuing priority to messages received from specia customers rejects messages from certain customers and automaticay emai them that this has happened ony aows messages from certain customers to queue to certain Media Director queues. AOL-ICQ Instant Messenger Gateway sits between the remote server and Simpe Messaging Media Store: AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

8 Chapter 1: Introduction The Mutimedia Environment When a media store receives a new work item from a media source (for exampe, emai server for the Emai Media Store, web server for the Simpe Messaging Media Store or SQL database for the Preview Contact Media Store), it creates a work item object and passes a reference for that object to Media Director. The reference tes Media Director what queue (queue ID) the work item is to be associated with and what priority it must have in the queue. Using the information in its configuration that reates specificay to that queue, the Media Director asks the Avaya Communication Manager (via the Avaya Teephony Server) to generate a phantom ca for the object and route it to the appropriate ski. (Because the Media Director has been written entirey in the.net environment, the connection to the Teephony Server uses the XML Server and the.net assembies.) When an agent ogged into the spit/ski becomes avaiabe, the Avaya Communication Manager deivers the most appropriate phantom ca to that agent. Media Director (via the Teephony Server) is monitoring the VDN and sees the phantom ca deivered to the agent. Media Director transfers the work item reference with the odest, highest-priority object to Media Proxy at the agent desktop. Objects are ranked according to a priority scae with 1 being the highest. There is no ower imit and 5 is the defaut. For exampe, if Media Director has an object with priority 1 that has been queued for 1 minute and an object with priority 2 that has been queued for 10 minutes, the priority 1 object gets the agent. Objects that have the same priority are ranked as first-in, first-out. If the Media Director queue has its preferred agent functionaity enabed, work item objects that have a preferred agent ID assigned to them can be deivered to that agent under certain circumstances. If a work item object that specifies an agent of preference is in the queue's group of highest priority work items, and that agent happens to become avaiabe, Media Director wi transfer the work item to that agent ahead of the other work items that may have been waiting onger. It the preferred agent is not avaiabe, the object is deivered in the order it was received to the next avaiabe agent. 6 AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March 2013

9 Error Logging Media Proxy deivers the reference to the correct Ca Center Eite Mutichanne Desktop appication based on the specified work item type. Ca Center Eite Mutichanne Desktop uses the reference to retrieve the data directy from the actua work item at the media store. Error Logging Agent ogs error information reating to its own operation to a series of og fies. A new og fie is created for each day of the week. The name of the error og fie ceary identifies the appication and the day of the week, for exampe: MonACRS.og. Once a og fie reaches the size imit specified in its configuration, it is archived and a new fie is created. Note: Note: The archive ony stores one og fie. If the second error og reaches the specified maximum size, it overrides the previousy archived og fie. AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

10 Chapter 1: Introduction The types of errors ogged by the error og are determined by the ogging eve retrieved from the appication's configuration data. Leves of error ogging are: 0. No error ogging takes pace. 1. Logs fata, major, minor and trace information. 2 Logs fata, major and minor errors. 4. Logs fata and major errors. 8. Logs fata errors ony. Each fie records the seected ogging eve as we as the date, time, ocation and description of every error that occurs. Error og fies are automaticay saved into the appication's current working foder (the same foder as the appication executabe). Diagnostic Testing Error Logging There is one other error og eve, which enabes you to create og fies that don't override each other every time the maximum og fie size imit is reached. This ogging eve is designed for diagnostic purposes ony and can be achieved by adding 128 to one of the ogging eve vaues mentioned above. For exampe, if you specify Error Log Leve=129, new error og fies wi be continuousy created for this appication that contain fata, major, minor and trace information. Each new fie has a unique name based on the date (year, month, and day) and time (hours, minutes, and seconds) it was created. For exampe: YYYYMMDDHHMMSSASMediaDirector.og. Where, YYYY = Year MM = Month DD = Day HH = Hour MM = Minute SS = Seconds WARNING:! WARNING: To prevent a mutitude of og fies affecting your avaiabe disk space, this error ogging eve shoud ony be used for short periods of time whie carrying out diagnostic testing. 8 AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March 2013

11 Chapter 2: Instaation Requirements The specifications isted here are the minimum recommended. Avaya Aura Ca Center Eite Mutichanne and its components shoud be compatibe with a higher specification hardware configurations than those isted in the foowing section: Desktop For Ca Center Eite Mutichanne Desktop, Ca Center Eite Mutichanne Reporting, Ca Center Eite Mutichanne Contro Pane: Hardware: GHz processor (32-bit / 64-bit) - 2 GB RAM - 10 GB free hard disk space - DVD drive Software: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professiona, Enterprise, and Utimate edition - Microsoft Windows Vista SP2 (32-bit and 64-bit) - Business and Enterprise - Microsoft Windows XP Professiona SP3 (32-bit) - Citrix Presentation Server 4.5 or Microsoft Windows Termina Services 32-bit - Microsoft Internet Exporer 8.0 (Internet Exporer 7.0 wi be used on Microsoft Windows XP) - Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 Servers Hardware: GHz processor with minimum 2 processor cores. - 4 GB RAM - 40 GB free disk space AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

12 Chapter 2: Instaation Requirements - DVD drive 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 Compatibiity Components - Microsoft Internet Exporer Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 - Appication Enabement Services (AE Services) cient software reease 5.2, 6.1, and 6.2 Core Server One dedicated server for instaing the foowing: - License Director - XML Server - Configuration Server - Appication Management Director - Media Director - Media Stores and Gateways - Ca Routing Server - Virtua Agent - Task Director For Emai ony POP3/SMTP are supported: - Microsoft Exchange Server 6.5, 2003, 2007 Interaction Data Service Server Dedicated Server for Interaction Data Service - excuding Microsoft Internet Exporer which is not required. Database Server One dedicated server on which Microsoft SQL Server 2008 Standard, Enterprise, or Express with Advance Services is instaed so that you can depoy the foowing databases: 10 AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March 2013

13 Insta AOL-ICQ Instant Messenger Gateway - Configuration Server (ACS) - ASMSContro Database - ASMSData{x} - ASContact Databases Deveopers Deveoping appications on or with: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professiona, Enterprise, and Utimate edition - Microsoft Windows XP Professiona SP3 32-bit with Microsoft Visua Studio 2005 and Microsoft Windows 2008 Server 32-bit and 64-bit - Standard and Enterprise - Microsoft Windows 2008 R2 - Microsoft Internet Exporer 7.0 and Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 - Appication Enabement Services (AE Services) cient software reease 5.2, 6.1, 6.2 Insta AOL-ICQ Instant Messenger Gateway AOL-ICQ Instant Messenger Gateway is instaed as a separate server component. For fu instructions on how to insta this appication, refer to the Avaya Aura Ca Center Eite Mutichanne Instaation Guide. The Avaya Aura Ca Center Eite Mutichanne Instaation Guide can be downoaded from the Avaya support Web site: AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

14 Chapter 2: Instaation Requirements 12 AOL-ICQ Instant Messenger Gateway User Guide Comments? March 2013

15 Chapter 3: Administration This chapter contains the foowing: Configuration Overview on page 13 Start / Configure / Monitor Service on page 14 Configuration Overview Configuring AOL-ICQ Instant Messenger Gateway requires you to ist the service areas for your business. Each service has its own associated AOL or ICQ account name and Simpe Messaging Media Store queue to enabe the fow of conversation requests. In the exampe outined in the foowing diagram, the customer signs into AOL or ICQ Instant Messenger and adds a company AOL or ICQ account name to their contact ist. When they initiate a conversation with that company, AOL-ICQ Instant Messenger Gateway automaticay matches the AOL or ICQ account name with a remote service queue in its configuration. It then automaticay forwards the conversation request to the Simpe Messaging Media Store queue assigned to that service. AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

16 Chapter 3: Administration Simpe Messaging Media Store automaticay forwards the conversation request to the Media Director queue configured for that queue. Start / Configure / Monitor Service The configuration and monitoring of this Ca Center Eite Mutichanne service is accompished by the Appication Management Service. 14 AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March 2013

17 Start / Configure / Monitor Service One component of this service is the Ca Center Eite Mutichanne Contro Pane, a user interface that aows you to add and change configuration and operation information about currenty monitored servers. For detaied information on how to configure this service, refer to the Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide AOL-ICQ Instant Messenger Gateway User Guide Comments? infodev@avaya.com March

18 Chapter 3: Administration 16 AOL-ICQ Instant Messenger Gateway User Guide Comments? March 2013

19 Index Index A Administration C Configuration Overview E error ogging diagnostic testing ogging eves S system requirements core server database desktop deveoper emai server interaction data service server T The Mutimedia Environment W what is AOL-ICQ instant messenger gateway? AOL-ICQ Instant Messenger Gateway User Guide March

20 Index 18 AOL-ICQ Instant Messenger Gateway User Guide March 2013