Avaya Interaction Center 6.0, Руководство пользователя, Страница: 141 / 220

Using the Phone in a Chat Session
Issue 1.0 June 2002 141
3 If the customer is not familiar with this type of call, ask them to check that the following
statements are true:
w
They are using the Windows operating system.
w
They are using one of the following Internet browsers:
Internet Explorer 4.01, 4.5, 5.0, 5.01, 5.5, or 6.0
Netscape Communicator 4.01, 4.08, 4.5, 4.7, 4.75, 6.0, or 6.1
AOL 6 or 7
w
Speakers, microphone, and sound card on their computer exist. The speakers are turned on
and the microphone is plugged in to the computer.
w Their audio device is not already in use, such as playing music.
4
If necessary, put on your headphones.
5
Look at the Phone channel button in the Avaya Agent. If the button has a yellow X , click the
button to make yourself available.
6 Click the Initiate VoIP button:
The Avaya™ Interaction Center software sends a dialog box to your customer. The customer
can click the Run Test button to check their computer to see if it meets all the requirements.
If the customer’s computer is not able to use VoIP, the customer receives an error message,
explaining the problem. You can also see the error message in the chat transcript.
If the customer’s computer meets the requirements, a connection is made between your
computer and your customer’s computer. The customer’s applet and your Web Agent show the
status of the connection as it occurs.
7 When the status message informs you that the connection has been made, say “Hello” and ask
if your customer can hear you.
Tip: If the connection breaks during the session, you receive a message to help you
troubleshoot the problem.
8 Help your customer with their original question or problem.
Tip: Because you are still in a chat session with the customer, you can use any of the
following features in this VoIP call:
w
Use Auto-Sync, Page Push, or Collaborative Form Filling. (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 & VoIP session to another agent or supervisor.
w Invite another person into the chat session. (See “Handling a Join Us Conference,” on
page 144 .)