How CentreVu Internet Solutions works for Internet sessions 

Process flow for Internet sessions

  1. Agent login�in a typical contact center, agents log in by way of a Web page, using a Java-enabled Web browser on a desktop. A Java-based Agent Control Window is launched on the agent's desktop to complete the login process and, later, to provide an interface for text chat, escorted browsing, and HTML forms sharing during sessions. After the agent logs in, an association is made by the ICM between the agent's phone, the Web browser, and the Agent Control Window.

    See How to process Internet sessions for details on how Internet sessions work from an agent's point of view.

  2. Customer requests session�a typical session starts with a person surfing the Web who discovers a need to reach the contact center and selects a �Contact Us� button on a Web page.

    The customer requests one of the following types of sessions:

    • Voice and chat�an Internet telephony session with text chat

    • Chat only�a text chat session with no voice

    • Callback only�a conversation with an agent using the regular telephone line (escorted browsing is not available with this option)

    • Callback and collaborate�an escorted browsing session combined with a conversation using a regular telephone line (this type of request requires that the customer has the ability to remain on the Internet while speaking on the telephone). This option is useful for customers that are not equipped to handle Internet telephony sessions.

  3. If the customer requests a session type other than callback only, a Caller Control Window downloads to the customer's desktop. The Caller Control Window provides session progress status, enables the text chat, escorted browsing and HTML forms sharing functions, and allows the customer to end the session.

    (If the customer requests only a callback, then the agent is notified that the customer wishes to receive a telephone call at the specified number. No Internet session or Web-based collaboration is established.)

  4. Agent receives Internet session�the ICM initiates the session launch to the DEFINITY ECS (for a text chat session), where the session is queued, awaiting an available agent with Internet skills. If the session type is Internet voice, then the VoIP gateway launches it to the DEFINITY ECS.

    When an agent becomes available, the session is delivered to the agent's telephone. When the agent answers, the CentreVu Computer-Telephony server sends a �call answered� message to the ICM server. The ICM server delivers a URL to the agent's browser by way of a PagePop, which displays information related to the session such as information entered by the customer. If administered, the ICM can also deliver a URL to the customer.

  5. Communication between the Agent and the customer begins�after agent answers the session, the customer and agent communicate through the text chat box in their respective Control Windows and may share Web pages by means of the Escorted Browsing feature.

    If the session includes Internet telephony, they may also talk to each other, the agent using a phone and the customer using a headset or microphone and speakers connected to the desktop.

    With the callback and collaborate option, both the agent and the customer are able to talk through their phones and share Web pages (escorted browsing).

    If the customer requested only a callback, a window opens on the agent's desktop displaying the phone number for the callback. The agent has the opportunity to screen and edit this number (for example, prefixing the number with a �1� for toll dialing), then click a button to launch a voice call over the regular telephone to the customer.

  6. End session�either party has the capability to end the session.

   


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