Callback and collaborate 

Introduction to callback and collaborate process

A customer can request a callback and collaborate session if the customer has the ability to receive a telephone call while connected to the Internet.

Callback and collaborate process

Here is how the callback and collaborate process works:

  1. The customer requests a callback and collaborate session from the �Contact Us� Web page.

  2. The Caller Control Window downloads to the customer's desktop.

  3. The session is queued and then delivered to the agent.

  4. The agent answers the session, enabling the Agent Control Window's session control functions.

  5. Both the agent's and caller's browsers update to the Call Answered URL (if administered).

  6. The callback request is delivered to the agent in the form of a window displaying the callback number. At this point, the agent proceeds with the callback in a manner identical to the agent-initiated callback (see Agent-initiated callback).

  7. The agent places the callback. The customer and agent can now communicate through the following methods:

    • Text chat

    • Escorted browsing

    • HTML forms sharing

    • Voice communication over the telephone

   


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Avaya Inc.
All rights reserved.
Modified: March 19, 2001