Internet voice and chat sessions
Stages of a voice and chat session
Here is how an Internet voice and chat session works:
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A customer requests a session that involves both Internet voice and chat.
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The Caller Control Window downloads to the customer's desktop.
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The customer-side voice client (either Microsoft NetMeeting or the Avaya Web Voice Client) launches on the caller's desktop.
Note: Because current Netscape browsers cannot automatically launch NetMeeting, a customer using NetMeeting with Netscape for the first time must register with the browser as follows (this need only be done once):
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When the "unknown file type" pop-up window appears, the customer selects the Pick App button.
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Spaces and capitalization are important when entering the following command. Under "configure external viewers," the customer enters rundll32.exe msconf.dll,OpenConfLink
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The customer selects OK.
NetMeeting will launch after a delay. If NetMeeting does not launch, see Customer is unable to launch NetMeeting.
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The session may be queued, with appropriate status messages and Web pages being delivered to the customer's desktop.
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The session is delivered to the agent.
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The agent answers, activating the Agent Control Window's session control functions. Features such as Conference, Transfer, and Join Us are available directly from the Options drop-down list; Telepointer and
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The agent's and customer's browsers update to the �call answered� URL (if administered).
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The agent communicates with the customer by voice over the Internet through the voice terminal. The customer communicates with the agent through a microphone and speakers (or a headset).
If the agent cannot hear the customer during an Internet voice session, see Agent cannot hear customer during an Internet voice session.
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The text chat, escorted browsing, and HTML forms-sharing features work as described inAbout CentreVu Internet Solutions.
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Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
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