Technical Issues With Shared Browsing; Using Auto-Sync - Avaya Interaction Center User Manual

Technical Issues with Shared Browsing

You need to be aware of the technical issues in this section so that you can explain them to your
customers when necessary.
Customers Using Netscape 6.0 and Netscape 6.2.1
Chat customers who are using Netscape 6.0 through Netscape 6.2.1 cannot share browsers with
you. When you try to use Auto-Sync or Page Push with a customer who is using those particular
versions of Netscape, the customer receives a message prompting them to install a later version.
Privacy Protection for the Customer
A customer can follow your browser when you Auto-Sync but the customer cannot lead.
Therefore, the customer can visit any other page or Web site, knowing that you are not watching
them as they navigate.
Shared Browsing on External Web Sites
Usually when you share browsers with a customer, you and your customer are browsing your
company's Web site or a Web site that your company supports. Sometimes, however, your
customer may want to show you a product on an external Web site (also called an off-domain Web
site). Or you may want to show your customer a product on an external Web site to show the
customer that your company's similar product is better or less expensive.
However, using Shared Browsing with an external Web site can sometimes cause problems. A
page may not be displayed properly on your browser or your customer's browser. Or the page you
see may not exactly match the page that your customer sees. You may want to ask your supervisor
or administrator if there is anything you should know about using Shared Browsing on external
Web sites.

Using Auto-Sync

With Auto-Sync, you and your chat customer can navigate the Web together, that is, you can see
the same Web pages at the same time. You are always in the lead.
Any action that you perform in your browser, such as entering information in a form or following
links, is reflected in the customer's browser when you click Auto-Sync. If a customer wants to
send you a page, such as information they entered on a form, they must click a Send Page button.
You can click a button to stop (and start) the Auto-Sync feature at any time.
To use Auto-Sync to share browsers with your customer:
1 While in a chat session, tell your customer that you are going to lead them as you navigate
through some Web pages. Explain that they will see the same pages in their browser that you
see in yours.
Sharing Browsers with a Customer
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