Nortel Contact Center Manager, Installation And Maintenance Manual

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1166 Contact Center Multimedia/Outbound
Configuring Web communications settings Standard 7.16
[Agent Label] —Type the text that you want to appear at the beginning of
the agent responses in the text chat session. The maximum size of this
label is 50 characters.
[First Name] —The first name of the agent appears at the beginning of the
agent responses in the text chat session (for example, [John]).
[First Name Last Name] —The first and last name of the agent appear at
the beginning of the agent responses in the text chat session (for example,
[John Smith]).
[Last Name, First Name] —The last name of the agent, followed by the first
name of the agent appears at the beginning of the agent responses in the
text chat session (for example, [Smith, John]).
6 In the Customer Label box, type the text that you want to appear at the
beginning of the customer responses in the text chat session.The
maximum size for this message is 50 characters.
7 Click Save .
Configuring the customer notification for the text chat log
An agent can override the setting in the Contact Center Multimedia
Administrator by selecting the check box on the Contact Center Agent Desktop.
This means that if
E-mail Chat Log to Customer
box is checked in the
Multimedia Administrator, the global setting is to send the chat log to the
customer. The agent can choose to not send the e-mail log to the customer by
clearing the check box on the Contact Center Agent Desktop.
1 Ensure that you have configured an outgoing e-mail address for all Web
communications skillsets by doing the following:
a. In the Contact Center Multimedia Administrator application, expand
Contact Center Multimedia .
b. Expand E-mail Administration .
c. Double-click Outgoing E-mail .
Result: The Outgoing E-mail Configuration window appears.