Nortel Symposium Web Center Portal, Installation And Administration Manual

Page: 347 / 710

Installation and Administration Guide 347
July 2004 Managing Web Communications
Configuring Text Chat options
Introduction
The Text Chat administration allows you to add, change, or delete predefined
agent responses.
In a separate file, you can define the agent information that appears with an
agent’s comments in the Text Chat window. For example, you can create a
standard greeting for customers or a standard thank-you message.
Guidelines for Text Chat
Follow these guidelines for using Text Chat:
!
Agents can open multiple chat sessions with different customers
concurrently, but each session is in a separate window.
!
Agents cannot conference in another agent or supervisor.
!
Agents cannot transfer an ongoing chat session with a customer to
another agent.
!
The canned scripts are not based on skillsets.
!
Supervisors cannot monitor chat live.
!
The maximum number of characters (including spaces) in a one-line Text
Chat response is 1024.
To add a predefined response
1 Log on to the Portal Administrator.
2 In the Symposium Web Center Portal window, double-click
WebCollaboration Administration.
3 Enter your user ID and password. The default user ID is “SysAdmin,” and
the default password is “Nortel.”
4 Click Submit.