Avaya NN44400-114 manual Accepting a Web communications contact

Web communications

Accepting a Web communications contact

Accept a Web communications contact to communicate privately with a customer in real time over the Internet. An agent and a customer can use the text chat component of the Agent Desktop to conduct a two-way conversation by exchanging messages.

A customer requests a chat session by clicking a text chat icon on the Web site. The customer is presented with a form to fill in and can select the appropriate skillset, subject, and objective for their chat session. The customer is then placed into Web-on-hold, or a similar treatment configured in your contact center, while waiting for an agent to accept their chat request.

The text chat frame displays a complete record of the conversation as well as any URLs that you previewed or pushed to the customer. Each chat message can contain up to 4045 characters.

Agent Desktop can be configured to give visual and audible alerts when a contact is presented. These features are configured by an administrator, using the Contact Center Multimedia Administrator. For information about enabling or disabling these features, see Avaya Aura™ Contact Center Server Administration (NN44400-610).

After you accept the contact, you can view the customer details and a history of all past interactions with the contact center in the left pane, such as the most recent message sent by the customer, whether the customer’s browser is still connected to the session, and whether the customer is currently typing a message. The right pane of Agent Desktop shows the tools used for Web communications:

•Send the Message—Add the comments from the Chat box to the Conversation frame.

•Push the URL—Send a selected URL to the customer’s browser.

•Add the selected auto-phrase—Adds the selected auto-phrase to the Conversation frame.

•Select the text alignment—Change the direction of text from left to right to right to left and vice versa.

•E-mail chat log—Select the check box to e-mail a copy of the chat log to the customer.

Prerequisites

•Ensure that your status is set to Ready.

•Ensure that you have the skillset assigned to handle Web communications.

Procedure steps

Step Action

100 NN44400-114 Contact Center Agent Desktop 2 December 2010