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Chapter 5 Managing Chat Sessions
138 Avaya Agent User’s Guide
4 Click the Chat & Phone button beside the customer’s telephone number.
You hear noises as the telephone number is dialed by the system. Then you hear the customer’s
telephone ring. (If you need to cancel the call before it is completed, click the Cancel Chat &
Phone button.)
5 When your customer answers the telephone, say “Hello” and introduce yourself as the agent
who is in a chat session with them. Begin helping your customer.
Tip: Because you are still in a chat session with the customer, you may also be able
to do the following things while you are on this telephone call:
w Use Auto-Sync, Page Push, or Collaborative Form Filling. However, you cannot use these
Shared Browsing features if your customer is using this telephone line to connect to the
Internet. (See
“Sharing Browsers with a Customer,” on page 128 .)
w
Send text and URL resources to your customer. (See “Using Resources in a Chat Session,”
on page 133 .)
w
Transfer the chat session to another agent, supervisor, or external agent. (See “Transferring
a Chat Contact,” on page 142 .)
w
Invite another person into the chat session. (See “Handling a Join Us Conference,” on
page 144 .)
6
When you are certain that the customer is satisfied, say good-bye and hang up the telephone.
7
Click the Wrap button in the Web Agent to wrap up the chat contact.
The chat contact enters WrapUp state. For information on wrapping up contacts, see “Wrapping
Up Contacts,” on page 67 .
The voice contact continues until you click the HangUp button in the Softphone.
8 Click the Complete button in the Web Agent when you are ready to complete the chat contact.
9 Finish speaking to the customer on the telephone. Then click the HangUp button.
10 Wrap up the voice contact.
Initiating a Chat & Phone Request
Any time you are chatting with a customer, you can suggest that you call them while you remain
connected to each other in the chat session.
To add Chat & Phone (callback) to a chat session:
1 Ask your current chat customer if they would like you to call them. Explain why you think that
this is a good idea.
For example, you may type, “I think it will be easier for you to explain how I can help you over
the telephone. Would you like me to call you?”