Nortel Contact Center Manager, Installation And Maintenance Manual

Page: 275 / 1618

Installation and Maintenance Guide 275
October 2007 Using the Web communications customer interface
You can also configure a group of Web pages about a new product they are
selling. When designing the Web site, the Web developer can programmatically
choose which Web-on-hold group to display to the user depending on the
business logic (such as region of the customer or the time of year).
When the agent joins the conversation, the Web-on-hold page is replaced and the
session status is in progress.
Using text chat
An agent and a customer use text chat to communicate with each other through a
bidirectional exchange of chat messages. The text chat frame shows the
complete record of the conversation. Although only four or five lines of text are
visible in the frame, you can scroll the frame up or down to view the entire text.
This area also shows the URL of any pages that are viewed or pushed by the
agent or the customer.