User Manual Customer Interaction Express 3.3 Web Callback via CGI Interface
Edition: 1.0 09/15/2015
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Contents Overview
1
Introduction ............................................................................................................................... 1 System architecture .................................................................................................................... 2 Sequence for creating an callback request ................................................................................. 2
Components
3
Web-Server ................................................................................................................................ 3 CGI csript cgicc ......................................................................................................................... 3 Functions ................................................................................................................................... 3 Konfiguration of cgicc ................................................................................................. 3 Process cgi_srv .......................................................................................................................... 4 Initialisation ................................................................................................................. 4 Handle Web-Requests ................................................................................................. 4 HTML Forms ............................................................................................................................. 4
Installation and configuration
5
Installation of cgi_srv ................................................................................................................ 5 Installation of IIS ....................................................................................................................... 6 Configuration of cgi in IIS ......................................................................................................... 7 Copy CGI script from Contact Center Server to WebServer ....................................... 7 Configuration of IIS .................................................................................................... 8 HTML files for callback request .............................................................................................. 12 Copy HTML files for WebServer .............................................................................. 12 Copy HTML return pages CIE server ....................................................................... 12 Call the web page ...................................................................................................... 12
Supported Functions
14
Funktion „result/cj“ ................................................................................................................. 14 Function „result/cjcancel“........................................................................................................ 15 Function „form“ ....................................................................................................................... 15 Used CGI parameters and fields .............................................................................................. 16
CIE 3.3 Web Callback via CGI Interface
Contents • 3
Overview
Introduction In CIE a Web Callback can be implemented. In the web page of a company a so called “Call me” button has to be integrated, which gives the possibility to leave a telephone number and additional informations in a form on the web site. A CGI interface is used to collect and send the data to CIE server. At CIE server site the component cgi-server stores these data as a call job for the outbound dialer in the internal CIE database.
CIE 3.3 Web Callback via CGI Interface
Overview • 1
System architecture www-Server(s) Web-Client (Browser)
http-Server, e.g. Apache or IIS
CGI Script „cgicc“
http-Protokoll (www)
Internet
TCP Socket
CGIInterface
Customer Network
Contact Center Contact Center-Server
DB
db_srv
cgi_srv
files
Store Call Back request as Call Job, read information
Html-Forms, provided by cgi_srv
Web-Clients can request the execution of so called CGI scripts from a web server. CGI-Scripts are programs, which are executed on a Web Server. They transport data, which are collected in a Web Client (e.g. in an html form) via Environment Variables (standard CGI specification). Via TCP-Socket connection the data are forwarded to the cgi_srv, running at CIE server. The component cgi_Srv can send back results and additional information from CIE to the Web Server. To be independent of the concret customer’s infrastructure, this architecturs was choosen.
Sequence for creating an callback request
2 • Overview
•
Webserver process HTML-Form for browser
•
Customer sends a form to webserver
•
Webserver forwards request to cgicc.exe
•
CGI-Script Cgicc.exe establishes connection to cgi_srv
•
Process Cgi_srv on CIE server creates a calljob and answers with an HTML
CIE 3.3 Web Callback via CGI Interface
Components
Web-Server As Web Server each type of Web-Server can be used, as long CG Scripts can be executed. The callback in CIE is tested with Microsoft Internet Information Server (IIS) (Version 7.5 and 8.5). On CIE -DVD an example web page is delivered (Examples\CGI Examples).
CGI csript cgicc CGI Script cgicc.exe is the interface between Web-Server and the process cgi_srv.
Functions If the CGI-Skript cgicc.exe is called the following functions are executed: •
create socket connection to cgi_srv
•
intreprete Variables
•
pack Variables in a buffer
•
transport buffer via socket connection to process cgi_srv
•
retrieve and read response
•
close socket connection
•
send response to Web Server
For Microsoft operating systems (Window 2008R2 of Windows 2012R2) the cgi script is included in the CIE Server software in setup Contact Center Additional. Running Web Server on other platforms can be realized within the frame of a customer-specific project.
Konfiguration of cgicc For the cgi script cgicc.exe the hostname of the server where the process cgi_srv is running and Port (default 5567) used for communication has to be configured. This information is stored in a file cgicc.txt in the scripts folder of the Web Server.
CIE 3.3 Web Callback via CGI Interface
Components • 3
Process cgi_srv Process cgi_srv is running on CIE server and installed as part of the Contact Center Additional setup.
Initialisation •
Create Corba connection to component db_srv and ceate database session
•
Open Serverport , to get Requests of cgicc
Handle Web-Requests For each connection of cgicc a new Thread will be created, which proceeds as follows: •
Unpack buffer form Socket connection
•
Prepare the data, that they can be stored als a list or pairs (name, value)
•
Go to the requested function accordingly to CGI Variable PATH_INFO
HTML Forms With HTML forms information from CIE can be added to the Web pages on the Web server.
4 • Components
CIE 3.3 Web Callback via CGI Interface
Installation and configuration
Installation of cgi_srv The components cgi_Srv.exe and cgicc.exe are installed with Contact Center Additional.msi and located in folder C:\Program Files (x86)\Avaya\Customer Interaction Express\Contact Center Additional. The component cgi_Srv.exe has to be added into the watchdog configuration.
Open watchdog configuration tool wdconfig.exe, open the watchdog configuration file. Add CGI-Server as new Run in Runlevel „Optional“.
Goto menu File, save and Distribute, click on button “Distribute now”.
CIE 3.3 Web Callback via CGI Interface
Installation and configuration • 5
Installation of IIS Instruction for Microsoft Windows 2012 Server: 1.
Open Server Manager. In the Add Roles and Features Wizard, click Role-based or feature-based installation, and click Next.Select your server, and click Next.
2.
From the list of Roles select Web Server (IIS), “Add Roles and Features Wizard” appears, click on button “Add Features”, after this click Next.
3.
In the Role Services section of the wizard ensure that Common HTTP Features is selected. Expand Application Development. Select CGI if it is not already selected, and click Next. Click Install.
After Installation check function of IIS by opening Internet Explorer and typing URL Fehler! Hyperlink-Referenz ungültig.. The page “IIS Window Server should appear.
6 • Installation and configuration
CIE 3.3 Web Callback via CGI Interface
Configuration of cgi in IIS Important: all Server must be reachable in both directions via name resolution (ping CIE server, ping WebServer)
Copy CGI script from Contact Center Server to WebServer 1.
On CIE Server: open File Explorer and go to directory C:\Program Files (x86)\Avaya\Customer Interaction Express\Contact Center Additional
2.
Copy file cgicc.exe to Webserver.
3.
On Web Server: Open File Exlorer and go to directory C:\inetpub\wwwroot. Create new folder scripts. Copy file cgicc.exe in to directory C:\inetpub\wwwroot\scripts
4.
Create file cgicc.txt in folder C:\inetpub\wwwroot\scripts. Edit this file and enter hostname of CIE server and Port 5567 and save the file.
CIE 3.3 Web Callback via CGI Interface
Installation and configuration • 7
Configuration of IIS Open Server Manager, select IIS, in the right part right mouse click on server name, and select “Internet Information Services (IIS) Manager” from menu. Internet Information Services (IIS) Manager opens. In the list of connection double click on the Server Name.
In the Home pane, double-click “ISAPI and CGI Restrictions”: In the Actions pane, click Add..., the dialog “Add ISAPI or CGI Restriction” opens. Click on Browse button and goto folder directory C:\inetpub\wwwroot\scripts and select cgicc.exe. Type a description in the Description box, mark the option check box “Allow extension path to execute” to allow the executable cgicc.exe to run on the server, and then click OK.
In the Actions pane, click on „Edit Feature Settings..“, mark both checkboxes and click OK.
8 • Installation and configuration
CIE 3.3 Web Callback via CGI Interface
In the Home pane, double-click “Handler Mappings”: In the list double click on CGI-exe.Dialog “Edit Module Mapping” opens, at field Executable click on Browse button and goto folder directory C:\inetpub\wwwroot\scripts and select cgicc.exe.
Click on button “Request Restrictions”, go to tab Access and ensure “Execute” is marked. Save with ok. An window appears, asking “Do you want to allow this ISAPI exention? …” Confirm with Yes. In the Actions pane, click on „Edit Feature Permissions..“, mark checkbox “Execute” and click OK.
CIE 3.3 Web Callback via CGI Interface
Installation and configuration • 9
Set permisions to folder C:\inetpub\wwwroot\scripts In the connections pane expand Sites -> Default Web Sites -> scripts. In the Actions pane, click on „Edit Permissions…“. In the dialog „scripts Properties“ go to tab Security, click button Edit. From the user list select IIS_IUSRS. Mark check box Read & Execute.
First Test: Precondition for the test: Cgi_Srv should not be started on CIE server To check if the cgi scripte can be executed in the scripts folder open the Internet Explorer and type the following URL: http://WebServerHostname/scripts/cgicc.exe In case of success the following message should be displayed after Connection timout (default 120 seconds)
10 • Installation and configuration
CIE 3.3 Web Callback via CGI Interface
Communication problem with Call-Center:can't connect socket :5567 err=10061 In case or failure following messages are possible: Firewall (on Contact Center-Server) is blocking the connection: Communication problem with Call-Center:can't connect socket :5567 err=10060 File cgicc.ext is missing: Communication problem with Call-Center:can't connect socket :0 err=10049
CIE 3.3 Web Callback via CGI Interface
Installation and configuration • 11
HTML files for callback request Copy HTML files for WebServer Copy all files, which belong to the Web server (Examples are in IIS_wwwroot.zip) into folder C:\INETPUB\wwwroot\ .
Copy HTML return pages CIE server Copy all HTML Returnscripts (Forms) (Examples are in cgi_sample_iis.zip) to CIE Server into folder C:\Program Files (x86)\Avaya\Customer Interaction Express\Contact Center Additional (same folder which contains cgi_srv.exe).
Call the web page In Internet Explorer type the Url of the Web server: Fehler! HyperlinkReferenz ungültig.. In case of using the CIE examples HTML files, the following page should be displayed:
Mit den Link „Simple CIE Callback“ a dialog opens, here the number and name and topic for the callback can be entered.
Click on “Send request”, the data are stored as call job in the CIE database. As a result the call job Id is send as ticket number back to the Web page.
12 • Installation and configuration
CIE 3.3 Web Callback via CGI Interface
The call job is visible in the dialer application of the CIE User Interface.
Note: The call job is assign to the the selected topic. Make sure that this topic is included in the active task flow and the process autodialer.exe is running.
CIE 3.3 Web Callback via CGI Interface
Installation and configuration • 13
Supported Functions
Funktion „result/cj“ With this function a call job is created in CIE. For this propose the CGI fields PHONENUMBER, TOPIC and RETDOC are evaluated. Example: Evaluation: If TOPIC not empty, the topic are searched in database and the CCId (Contact Center Id) of this topic is read. If PHONENUMBER not empty: A Call Job in the Contact Center database will be created with entries in tables ODCJ, ODCJTag und ODDailyPeriod and ODLifeTime. The values for ODCJPeriod are taken from the CGI-fields FROM, TO and DAYS: the format of FROM und TO is hh:mm (e.g. 12:30), values for DAYS are 0-6 (0 = Sunday, 1 = Monday, … 7 = Today). Example: The following table shows examples for the fields FROM, TO und DAYS. entry discription FROM 15:00 TO 16:30 DAYS 12345 Monday to Friday 1500-1600 FROM 08:00 TO 12:00 DAYS 6 Saturday 800-1200 FROM 12:00 TO 13:00 DAYS 0 Sunday 1200-1300 Depending on the time range the next possible calendar day will be choosen to store in the table CJPeriod. Additional information from other CGI field like the name will be stored for the call job as call tag in the table ODCJTag. All tags which are according the CGI fields have a prefix “CGI_”. Once the call job is successfully stored the result will be deliverd with the result html page, which is defined by RETDOC. The call job id can be transported with field TICKET.
14 • Supported Functions
CIE 3.3 Web Callback via CGI Interface
Erl
Function „result/cjcancel“ With this function the callback request can be deleted by the person, who entered the callback request at the web page. Therefore it is neccecary to transfer the CallJob Id (TICKET) and PHONENUMBER. Iif PHONENUMBER and TICKET not empty: The call job which CCId (ContacCenter Id) is identically with TICKET are searched. In case the number of this call job is identically with PHONENUBER, this CallJob will be deleted from the CIE database. After this the result will be transported via RETDOC requested html form back to Web server.
Function „form“ With this function it is possible to deliver additional information from Contact Center site. Function „form“ call html pages from CGI-Server, which will be appendixed with contact center data. PATH_INFO has the format: /form/filename The componente CGI-Server tries to open a file with this filename in the working directory. In case of success, the file will be send with following substitutions to the cgi script cgicc.exe: •
All strings &&NAME will be substituted by the value of the CGI field with same name. In case no according CGI field is set, an emty string is used. The component cgi_srv supply also the additional TICKET (only for result/cj) and RESULT. TICKET contains the internal ID (CalljobId) of the created Call-Job, RESULT in case of success the string “ok“, in case of failure an error text.
•
In case a line begins with & TOPIC, this field will be substituted by the list of configured CIE topics. The list elements have the format Topicname These values can be used to create a dropdown list.
Example: CIE Callback CGI_SRV expands the following variables „&Theme“ to
