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NN44400-114 Contact Center Agent Desktop 2 December 2010 99
Web communications
This chapter describes how to use the Web communications feature to
communicate directly with customers in real time over the Internet by using the
Avaya Aura™ Agent Desktop:
• Accept an incoming contact.
• Review and update customer information.
• Send an automated response.
• Push a Web page.
• Transfer a chat session.
• Conference a chat session.
• Check whether the customer’s browser is still connected.
• Check the time of the most recent customer action and whether the customer
is currently typing a message.
• Respond to the customer (e-mail or voice) if more information or clarification
is needed.
• End a chat session.
This chapter describes how to perform the tasks for text chat sessions.
Navigation
• Accepting a Web communications contact (page 100)
• Customizing a tab name (page 101)
• Declining a Web communications contact (page 101)
• Sending a chat message (page 102)
• Adding an auto-phrase to a chat message (page 102)
• Pushing a Web page to a customer (page 102)
• Transferring a chat session (page 103)
• Conferencing a chat session (page 104)
• Ending the Text Chat session (page 104)
• Sending the chat log in an e-mail message (page 105)