Handling A Chat & Phone Session - Avaya Interaction Center User Manual

In both types of Voice Chat, you speak to your chat customer in real-time, just as with an ordinary
telephone call. Voice Chat can make your interaction with the chat customer faster and more
satisfying for both of you than chat alone, in the following ways:
A Voice Chat is easier for customers who do not type well.
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n A Voice Chat is usually faster for both you and your customer.
A Voice Chat makes it possible for you and your customer to hear each other's tone of voice.
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A Voice Chat can combine other chat features with voice. For example, you can speak about
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the Web pages as you browse them together with Auto-Sync.
Handling a Chat & Phone Session
You and your chat customer can speak to each other over the telephone while you remain in the
chat session together. You may receive a chat contact with a request for this type of session or you
may suggest it to a customer with whom you are chatting. Read the appropriate procedure below,
depending on whether your customer requested a Chat & Phone call or you want to suggest one to
your customer.
n Responding to a Chat & Phone Request
Initiating a Chat & Phone Request
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You use the Softphone interface in the Avaya Agent to control the telephone call portion of a Chat
& Phone session. For information on handling a call with Softphone, see
Contact," on page
Responding to a Chat & Phone Request
When a customer requests a Chat & Phone call from the Web site, the request becomes a chat
contact. You must connect the telephone call, as described in the following procedure. If the
contact is assigned to you, the icon displayed for the contact in your Chat task list indicates that
this is a Chat & Phone request.
To respond to a Chat & Phone request:
1 Double-click the Chat & Phone contact in the Chat task list.
The Web Agent opens to the Chat & Phone mode with this contact currently active. The
telephone number that the customer entered is displayed beside the Telephone button.
2 Type a message to the customer in the Text Entry area and click Say to send the message.
For example, you may say, "Hello, Maria. I see that you want me to call you on the phone. I
will call you now at the number you entered."
3 If necessary, put on your headphones.
75.
Using the Phone in a Chat Session
"Handling a Basic Voice
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