Web Communications Contacts - Nortel Contact Center Multimedia Installation And Maintenance Manual

October 2007

Web Communications contacts

The life cycle of a Web communications contact is shown as follows:
1. The contact is loaded into the Database from the Web server.
To initiate the contact, a customer clicks a text chat button on the customer
interface of a Web site. Contact Center Multimedia shows a form where the
customer can select the appropriate skillset and subject. When the customer
chooses the chat option, Contact Center Multimedia ensures that there are
agents logged on for that skillset, and puts the customer into Web-on-hold.
2. The notification that a Web request is passed to the Open Queue.
The Web communications script is applied, using information such as the
skillset and priority and contact type assigned to the text chat. From the
script, it is determined to which agent the contact is assigned.
The contact information is also included in reports.
3. The contact is passed to the Communication Control Toolkit to present the
contact to an agent.
Installation and Maintenance Guide
Contact life cycles
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