How to process Internet sessions

Agent and Caller Control Windows

Purpose

After an agent logs in to the Internet session software through a Web page, the ICM launches the Agent Control Window (applet) on the agent's desktop. After a customer requests a session (other than callback only), the Caller Control Window (applet) download to the customer's desktop. Both the Agent and Caller Control Windows provide session progress status, enable text chat and escorted browsing, and allow the agent or customer to drop the session.

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