Introduction
This document provides information on the following Altitude components:
- Altitude Speech Servers
- Altitude Bot Connector
- Connector for Instant Messaging
- Connector for CTLive
- Gateway for Social Media (Facebook)
- Xperience Routing
Messaging with CTLive
This section provides a guide to configure and use the Altitude CTLive Service.
Contents
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Section |
Description |
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Describes the components and architecture of the CTLive integration. |
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Describes how to configure CTLive to integrate with Altitude, and configure the Altitude CTLive Service. |
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Troubleshooting scenarios when installing and configuring CTLive and the Altitude CTLive Service. |
Altitude Speech Servers
This section provides a guide to configure and use the Altitude Speech Servers.
What you should know
The readers of this document should be familiar with Microsoft Azure, Google, and Altitude applications.
Contents
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Section |
Description |
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Describes the architecture components for a media scenario with Speech Server. |
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Describes the installation of Altitude Speech Servers. |
Chat Bots
This section provides a guide on how to setup and configure chat bots using Microsoft Azure and the Altitude Bot Connector.
What you should know
You should be familiar with Management Portal, installation and configuration of Altitude components, Microsoft Azure, and the Microsoft Language Services portal.
If you want to develop a chat bot project, you should also be familiar with Visual Studio and C#.
Contents
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Section |
Description |
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Describes the chat bot concepts. |
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Describes the components of a chat bot architecture and the customer usage scenarios with chat bots. |
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Describes how to install the Altitude Bot Connector. |
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Describes how to create, duplicate, and customize a chat bot in Microsoft Azure and Altitude. |
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Describes how to handle chat bot interactions with Altitude. |
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Describes common troubleshooting scenarios and performance guidelines. |
Instant Messaging
This section provides a guide on how to setup and configure instant messaging using the Webchat channel and Microsoft Azure.
Contents
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Section |
Description |
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Describes the evolution of instant messaging with Altitude. |
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Describes the components of an instant messaging architecture. |
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Describes how to install the Altitude Bot Connector. |
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Describes how to create a bot in Microsoft Azure and Altitude. |
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Describes how to handle instant messaging interactions with Altitude. |
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Describes how to customize the web chat control that customers use to interact with a human agent. |
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Describes how to use other messaging channels. For example, WhatsApp and SMS. |
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Describes common troubleshooting scenarios and performance guidelines. |
Social Media
This section describes concepts related to social media interactions in Altitude, and provides tasks on how to configure social media with Altitude.
Contents
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Section |
Description |
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Components needed to integrate social media with Altitude. |
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Architecture for social media integration. |
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Explains the concepts related to Facebook interactions, and contains configuration tasks to integrate Facebook with Altitude. |
Xperience Routing
This document describes the Xperience Routing concepts and provides a guide for the common tasks associated with automated scripts. Xperience Routing is a web application that allows the user to design IVR and routing flows to use in campaigns.
What you should know
It is suggested, but not required, that the readers of this document should be familiar with Management Portal, Automated Agents, IVR and routing programming, Altitude Scripting Language (ASL) expressions, and SQL.
Contents
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Section |
Description |
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Explains the concepts related to Xperience Routing. |
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Explains how to configure chat and voice bots in Xperience Routing. |
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Explains how to install Xperience Routing. |
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Contains the main tasks associated with the design of flows. |
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Contains tasks to create and configure lists of numbers, configure the folder for audio files, and create bots to work in Xperience Routing. |
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Shows examples of flows to solve common tasks in contact centers. |
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Contains the reference of Xperience Routing groups, blocks, and expressions. |
What do you need to run Xperience Routing
You need one of the following browsers:
- Firefox.(1)
- Google Chrome
- Microsoft Edge
(1)Support to Firefox has been dropped since version 8.6.2000.
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Note If you have an anti-virus running, exclude files with the extension .XRouting from the scan list. |
Guidelines regarding telephony switches
Xperience Routing is optimized to work with Altitude vBox and Communication Server.
When using Alcatel-Lucent OXE as the telephony switch, Xperience Routing has the following limitations:
- When using the block Play file, or any other block that plays messages, use the format <vg1>[+<vg2>+...+<vg20>]:[<languageId>], where <vg1>, <vg2>, etc, are the numeric codes of the Alcatel-Lucent OXE voice guides, and <languageId> is the code of the language to play.
- The blocks Play date, Play expected waiting time, Play number, and Play queue position do not work when using Xperience Routing with Alcatel-Lucent OXE. In order to implement the same functionalities, please develop the script using Altitude Scripting Language.