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

Chapter 5 Managing Chat Sessions
10 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
Up Contacts," on page
The voice contact continues until you click the HangUp button in the Softphone.
11 Click the Complete button when you are ready to complete the chat contact.
12 Finish speaking to the customer on the telephone. Say good-bye when you are ready to hang
up. Then click the HangUp button.
13 Wrap up the voice contact.
Handling a Chat & VoIP Session
Many customers who are browsing your company's Web site cannot use their telephone while they
are connected to the Internet. If they have a question, they may click a VoIP button so they can
continue browsing the Web site as they speak to an agent. If you are enabled to receive this type of
contact, this request may be routed to you and appear in your Chat task list. You must initiate the
Chat & VoIP feature from the Web Agent.
Customers must meet certain requirements to be able to engage in a voice chat session with you.
These requirements may be on the Web site but some customers may not read them, or understand
them. When you start the VoIP call, the customer's computer will be checked and the customer
will receive a message if the computer does not meet the requirements. However, it is a good idea
to ask your customer to check certain items before this happens, as described in the following
procedure.
After you connect to your chat customer through VoIP, you will speak to the customer over your
telephone.
To respond to a VoIP request:
1 Click the Chat & VoIP contact in your Chat task list.
The Web Agent opens in the VoIP mode.
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. This is John at XYZ Tech Support. I see that you
want me to call you with VoIP. Are you familiar with VoIP calls?"
140 Avaya Agent User's Guide
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"Wrapping