Using Join Us 

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What is Join Us?

The Join Us feature allows a third party with Internet access to join an in-progress Internet session. Either the agent or the customer communicates a session-specific handle to the third party, who uses the handle to log in to a Join Us page. A Join Us applet, similar to the Caller Control Window, then downloads to the third party's browser. The joining party can then participate in Web-based collaboration with the agent, the original caller, and any other joined parties.

There are two things to note about the Join Us feature:

• The maximum number of parties that can join a single Internet session through the Join Us feature is limited only by available system resources.

• Only the agent and the original customer can use Telepointer; parties that have joined an Internet session cannot use (or see) the Telepointer.

Join Us process

Here's how the Join Us process works during an active Internet session:

1. The agent selects Join Us from the Options drop-down list. The Join Us controls display.

2. The agent enters a unique handle to identify the current session (see the help text in the session transcript window for instructions). This handle is reserved by the system until the joining party uses it to log in, after which the handle is again available to any agent.

   (Note: If the Internet session drops after the agent reserves the Join Us handle but before the joining party logs in, then the handle is freed by the system and is available for use by any agent.)

3. The agent clicks the OK button.

4. The agent calls the joining party on the telephone. Using the Conference feature, the original customer can participate in the next step.

5. The agent (and/or the original customer, using the Conference feature) informs the joining party that they are invited to participate in a Web-based collaboration, and gives the joining party the following information:

   • The URL of the Join Us Web page

   • The session's unique handle

6. The joining party accesses the Join Us Web page, as shown in the following illustration:

   
   

7. The joining party completes the fields on the Join Us Web page and then clicks Join Us.

8. After the third party joins the Internet session, the agent, original customer, and joining party can participate in Web-based collaboration.