Nortel Web Center Portal Installation And Administration Manual page 558

Customizing the Customer Interface
cust_password
Managing customer queries
Once a user is registered, he or she can start posting queries for the contact
center agents. The user must provide the following information when posting a
query:
skillset
!
query text or objective
!
preferred callback media type – phone, e-mail, or Text Chat
!
preferred callback time
!
The following parameters are saved on the form and passed to the
InsertTrans.jsp page for further processing:
Data
trans_skillset_name
trans_pref_callback_media
trans_objective
callback_time_hour
callback_time_minute
callback_date_day
558
Customer's password (registered)
Description
The name of the skillset to which the
transaction will be routed.
Preferred callback media type (for
example, e-mail or telephone), defined by
the customer.
Objective text of the transaction, (for
example, the body of an e-mail).
The hour in which a scheduled callback
will be initiated and the transaction will be
presented to the agent.
The minute in which a scheduled callback
will be initiated and the transaction will be
presented to the agent.
The day in which a scheduled callback
will be initiated and the transaction will be
presented to the agent.
Nortel Networks Symposium Web Center Portal
Standard 2.0