Nortel Contact Center Manager, Installation And Maintenance Manual

Page: 1155 / 1618

Installation and Maintenance Guide 1155
October 2007 Configuring Web communications settings
Create page push lists for skillsets
Agents can use the page push feature to pass a particular Web site or Uniform
Resource Locator (URL) to the customer browser. The Web pages that are
applicable to the skillset of the contact are listed in the Contact Center Agent
Desktop. Customers can also push Web pages to the agent by typing the Web
address or URL in the Address box, and then clicking the push displayed icon.
Use the Multimedia Administrator to configure the Web pages that are listed in
the Contact Center Agent Desktop for the Agent to push.
Notes about page pushes
There are a few items to note when using page pushes:
„
When an agent pushes Web sites or URLs, personalized or custom dynamic
pages can appear differently in the agent browser and the customer browser.
„
Cookies are not shared by agents and customers.
„
When pushing framed Web pages, the URL that defines the frameset is
pushed, not the individual URLs in each frame.
„
After a page is pushed, if either the agent or the customer follows a link to
another page, the other person does not see the change.
„
If a customer and agent push a page at the same time, they both see the page
that was pushed last, however, both URLs appear in the text chat log.
Creating a page push list for a skillset
1 In the Contact Center Multimedia Administrator application, expand
Contact Center Multimedia .
2 Expand WebComms Administration .