Avaya Interaction Center 6.0, User Manual, Page: 144 / 220

Chapter 5 Managing Chat Sessions
144 Avaya Agent User’s Guide
If available, the agent or supervisor enters the session. You can stay in the session as long as
you want.
Note: If the agent is busy with another contact, your customer waits in a queue until
the agent or supervisor can begin this contact.
c Whenever you decide to leave the session, click Wrap.
You are dropped from the chat session. The other agent or agents continue to interact with the
customer.
8 Complete the chat contact as usual. (See “Wrapping Up and Completing a Chat Contact,” on
page 153 .)
The first agent to whom you transferred the chat contact must also wrap up and complete their
contact when they are finished.
Handling a Join Us Conference
You may occasionally have a customer who would like to invite one or more others to join the chat
session. This type of session is called a Join Us Conference.
To create the Join Us Conference, you first create a Join Us password. You send this password with
a special URL to anyone who is to enter the Join Us session. These people go to that URL and
enter a handle (user name) and password. You can then all share browsers and type messages to
each other about what you see.
For example, say that you have a customer who is thinking about buying an item on the company
Web site but wants the advice of his wife before making a decision. You suggest that his wife join
the session and he agrees. You follow the instructions below to create the password and to convey
the URL and instructions to your customer’s wife. She then goes to that location and enters her
name and the password. A Customer Chat Applet for typing and viewing chat messages is then
downloaded to the wife’s browser. Now the three of you can exchange chat messages in a three-
way session.
The following instructions explain how to have a person of your customer’s choice join a
conference. (In the instructions, the person is called a “friend,” but of course it may be a spouse or
an acquaintance.) If your customer wants more than one person to join, repeat the instructions as
needed.
Before you begin, ask your administrator for the URL for Join Us conferences.
To handle a Join Us conference:
1 Chat with your customer about having someone they know join the chat session. (These
instructions refer to this person as your customer’s “friend.”)