Agent and customer applets
Introduction
When a customer initiates an Internet session (that is, attempts to make contact with an agent over the Internet), the real-time software downloads an applet to the customer's desktop. The customer applet is called the Caller Control Window. When an agent logs in to the real-time software, it downloads an applet to the agent's desktop called the Agent Control Window. The applets provide the interface and functionality to enable customers and agents to communicate.
Modifying the applets
The real-time software provides an Agent Control Window and a Caller Control Window that you can use immediately to begin accepting Internet sessions. However, it is more likely that you would want to modify these applets to better fit your particular needs. The real-time software has provided the ability for you to modify these applets.
For detailed information on how to modify the applets, see the Web Page Guidelines on your CVuIS ICC Software CD-ROM.
Preparing for mulitiple simultaneous Internet sessions
A real-time agent can conduct multiple sessions simultaneously. See How to process Internet sessions for a description of the multi-session agent interface.
To implement the multi-session feature, you must do the following:
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Set the Multiple Call Handling feature in the DEFINITY ECS (Multiple Call Handling for a multi-session environment).
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Change the agent login Web page to use the
Additional information about the multi-session interface
For information on how to implement the multi-session interface with an existing installation of CentreVu Internet Solutions, see the Web Page Guidelines on your CVuIS ICC Software CD-ROM.
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Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
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