Starting A Lotus Sametime Session - Avaya Interaction Center User Manual

4 Click the chat customer whose session with an agent you want to monitor.
A transcript of the session is displayed in real time in the Transcript area of the chat window for
you to observe.
5 If you want to become visible, right-click the name of the customer. Then select Make Visible.
In the Transcript area, the system announces your presence. Typically, a line says, "Supervisor
is available on the call."
6 If you want to become invisible again, right-click the name of the customer. Then select Make
Invisible.
The system announces that you are not available. However, you can continue monitoring the
session without typing messages.
7 To end your monitoring session without switching to another session, click the Supervisor
Mode button to close the panel, or click an icon at the root level in the Monitoring panel.

Starting a Lotus Sametime Session

Lotus Sametime™ is a real-time collaboration program that is integrated into Avaya IC. If your
administrator indicates that you are to use Sametime, you can start a Sametime session with your
current chat customers. With Sametime, you can share applications, use a white board, and share
audio and video with the customer.
If you want to use Sametime with multiple customers, start a Join Us session as explained in
"Handling a Join Us Conference," on page
not work if a Join Us customer enters a Sametime session that has already begun.
Note the following requirements:
Sametime must be installed and configured on your desktop.
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You will need a login ID and password, assigned to you by your administrator.
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Note: By default, when you begin monitoring, you are invisible to the agent and to
the customer you are monitoring. You cannot type in the Text Area unless you make
yourself visible.
Tip: If you make yourself visible, remember to make yourself invisible again before
monitoring another session.
Note: If you click another chat session, the system will announce that you left the
first session. You can only monitor one session at a time.
Starting a Lotus Sametime Session
144. Then begin the Sametime session. Sametime may
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