Receiving Internet sessions
Types of Internet sessions received
There are four types of Internet sesssions an agent can receive:
-
Internet voice and chat
-
Chat-only
-
Request for callback (caller-initiated and agent-initiated)
-
Callback and collaborate
In all cases, when an agent receives an Internet session, the voice terminal alerts the agent and is active for the call whether or not voice is used (for example, voice is not used during a chat-only call).
If the Vector Directory Number (VDN) of Origin Announcement (VOA) feature for the originating ACD is administered, the agent hears a brief announcement indicating the type of incoming session (for example, �voice� or �chat�). The Agent Control Window displays the �call connected� message and then the agent's browser updates with a PagePop.
Multiple simultaneous Internet sessions
Agents administered through the DEFINITY ECS to handle multiple simultaneous Internet sessions do so through the Multi-session Agent Control Window (see Multi-session agent interface for more information). The Call State button on the Agent Control Window allows the agent to switch between multiple Internet sessions; the sessions may be of different media types, but at any time, only one session can be active. The others must be either On Hold or Ringing. When the agent switches from one session to another, the Session Transcript window changes to show chat transcript and system status information for that session only.
|
Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
|