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Installation and Administration Guide 359
July 2004 Managing Web Communications
Configuring Web On Hold
Introduction
Web On Hold is a sequence of URLs that is presented automatically to a
customer’s browser while he or she is waiting for an agent for Text Chat.
Web On Hold administration allows you to select URLs for a specific skillset,
and to define how long each URL appears, and whether the URLs will play
through once or be repeated.
Guidelines for Web On Hold
Follow these guidelines for using Web On Hold:
!
Web On Hold URLs can include multimedia formats, such as video clips
(Quick Time) or audio files (MPEG3). However, the customer’s browser
must be capable of playing these formats. Any plug-ins needed to execute
multimedia files are the responsibility of the customer.
!
Web On Hold pages cannot be framebusters. A framebuster is a page that
checks whether the web page is inside a frame and, if so, reloads the page in
a frameless window.
!
You can create one Web On Hold sequence for each skillset.
!
There is no limit to the number of URLs selected for a sequence, but Nortel
Networks recommends that you use no more than five URLs. You can
define one sequence for a skillset. If you define more than one URL for the
sequence and choose to repeat the sequence, ensure that these URLs do not
have links to other web pages as these links may not be supported.