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July 2004
Configuring Text Chat options
Introduction
The Text Chat administration allows you to add, change, or delete predefined
agent responses.
In a separate file, you can define the agent information that appears with an
agent's comments in the Text Chat window. For example, you can create a
standard greeting for customers or a standard thank-you message.
Guidelines for Text Chat
Follow these guidelines for using Text Chat:
Agents can open multiple chat sessions with different customers
!
concurrently, but each session is in a separate window.
Agents cannot conference in another agent or supervisor.
!
Agents cannot transfer an ongoing chat session with a customer to
!
another agent.
The canned scripts are not based on skillsets.
!
Supervisors cannot monitor chat live.
!
The maximum number of characters (including spaces) in a one-line Text
!
Chat response is 1024.
To add a predefined response
1
Log on to the Portal Administrator.
2
In the Symposium Web Center Portal window, double-click
WebCollaboration Administration.
3
Enter your user ID and password. The default user ID is "SysAdmin," and
the default password is "Nortel."
4
Click Submit.
Installation and Administration Guide
Managing Web Communications
347
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Troubleshooting
