Nortel Contact Center Manager, Installation And Maintenance Manual

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286 Contact Center Multimedia/Outbound
Using the Web communications customer interface Standard 7.16
Prevent blocked invitations
The Web Communications Manager relies on the HTTP protocol to transport
messages between the agent and customer using Web service read and write
calls. Because all traffic goes through port 80, no new ports need to be opened
though the firewall. This means that customers based in corporations with
limited internet access can still chat with an agent.
Initially, a customer is placed in Web-on-hold to wait for an agent to join the
call. The customer browser is redirected to a frame-based Web page that
displays video and interactive content while the customer is waiting for the
agent. The customer Web browser is redirected to the chat conversation when
the agent joins the session.
Among the exchanged messages, a request can be made to have a Web page
pushed to the other party. The message is requesting the customer or agent to
load a URL. The agent and customer are loading separate copies of the same url
thus safeguarding privacy by not sharing cookies or personalized pages. In
addition, existing controls in place by customer or agent internet access is
respected. For example, sites barred by a contact center IT department cannot be
pushed to an agent by a customer.
The capability of many browsers to prevent popups do not affect the text chat
conversations between customers and agents. All pages pushed from the agent to
the customer load within the central frame above the text chat conversation and
no separate pop-up windows appear.
As with any internet connection, it is important for customers and contact
centers to maintain current antivirus definitions and antispyware.