New features for CentreVu Internet Solutions 4.5 

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Release 4.5 of CentreVu Internet Solutions builds on the strengths of the previous release, thus enhancing established functionality while providing new features.

Release 4.5 of CentreVu Internet Solutions includes the following new features:

The Auto Sync feature allows the customer's browser to follow the agent's browse sequence without the need for the agent to send each page. This feature works only from the agent side of the Internet session, and cannot be used simultaneously with the Telepointer feature. See the Web Page Guidelines documentation included on the CVuIS ICC Software CD-ROM for more information.

CentreVu Internet Solutions now allows the administration of prepended callback digits by arena rather than system-wide. Thus the digit(s) that the system automatically inserts before the callback number�whether simply 9 to access an outside line or 1+(country code) for an international call�can vary depending upon the arena in which the agent processes the callback.

Agent Router, the standard CentreVu Internet Solutions Computer-Telephony Integration (CTI) service, now runs as a process rather than as a servlet. In addition, Agent Router is available on Solaris platforms.

Network Address Translation (NAT) support is now available for contact centers with servers that have different internal and external domain names.

Contact centers using Windows-based servers now have the option of using the Jakarta Tomcat servlet engine in place of Allaire's JRun. It is recommended that new installations of CentreVu Internet Solutions use Tomcat, as JRun is being phased out for use with this product and will not be supported after this release.

If the firewall configuration of a contact center requires it, the CentreVu Internet Solutions Agent applet can now be administered for tunneling to the ICM server.

The Avaya Web Voice Client (WVC) is a new alternative to using Microsoft NetMeetingas the customer-side Voice over IP (VoIP) client. The WVC is more compact, provides better voice quality, and is easier to use than previous voice clients.

In release 4.5 of CentreVu Internet Solutions, administrators can only view system parameters through a 128�bit encrypted connection to the administration servlet.

The independent �Contact Us� feature allows the customer to request an Internet session while continuing to browse the website. Rather than requiring the customer to leave the current page to go to another page to contact an agent, this feature opens a new frame that contains the Caller Control Window but does not completely obscure the original browser window. For more information, see the Web Page Guidelines documentation on the CVuIS ICC Software CD-ROM.

During text chats, the customer-side audible chat indication notifies the customer of the following events:

• Session is ringing an agent

• Agent accepts the session

• Customer receives a chat message

• Customer sends a chat message

• Customer's browser receives a Send Page URL

Release 4.5 of CentreVu Internet Solutions includes the following enhancements to the transcript feature:

• In addition to recording chat text and visited URLs, the system records call event information

• An agent joining an Internet session by conference or transfer automatically receives the chat and URL transcripts of the entire session from the beginning.

• A manager can review the transcript of any session.

• CentreVu Internet Solutions supports transcripts for sessions in double-byte languages such as Japanese.

For more information about URL transcripts, see the Web Page Guidelines documentation on the CVuIS ICC Software CD-ROM.