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NN44400-114 Contact Center Agent Desktop 2 December 2010 103
Web communications
• Dynamic pages that are customized through the use of cookies can appear
differently because you and the customer each have separate cookies.
Cookies are never shared by you and the customer.
• Framed pages cannot be pushed completely. The URL defining the frameset
is pushed, but the individual URLs in each frame are not pushed.
• After a page is pushed, if either you or the customer follows a link to another
page, the other person does not see that change.
• If you and the customer both click the Push Page icon at approximately the
same time, you both see the form that was pushed last. However, both URLs
appear in the Text Chat log.
Procedure steps
Step Action
1 In the chat box, select Push the selected web page icon.
2 Type the URL of the Web page to send to the customer.
3 Select the URL to push it.
OR
Select a predefined URL to send to the customer.
The page is pushed to the customer’s browser and the URL is added to the
Conversation frame and the Text Chat log.
--End--
Transferring a chat session
Transfer a chat session to another available agent. You can transfer a chat
session only once.
Procedure steps
Step Action
1 Once you are into a chat session, click Consult.
2 In the left pane, under Transfer to, select the skillset from the drop-down list.
3 Click the appropriate agent name.
4 Click Consult.
The conversation window splits into two. In the Consult Text Chat window,
you can inform the agent about the reason for the transfer.
5 Click Complete Transfer.