Nortel Contact Center Multimedia Installation And Maintenance Manual page 1378
Nortel contact center multimedia software: user guide
Hide thumbs
Also See for Contact Center Multimedia:
- User manual (282 pages) ,
- Release note (88 pages) ,
- Scripting manual (812 pages)
Table of Contents
Advertisement
Contact life cycles
4.
The contact is presented to the agent in the Contact Center Agent Desktop.
To accept the contact, the agent clicks Accept. In the Agent Desktop, the
left pane shows the customer details and history of all past interaction. The
pane on the right shows the tools the agent can used for Web
communications.
5.
Associated contact data, such as the ID and contact information is passed to
the Contact Center Agent Desktop along with the text from the customer.
6.
Customer details for the contact are received from the Multimedia database
through the Web services.
7.
The agent replies are written to the Multimedia database through Web
services. The Web Communications Manager polls the database for text
chat replies.
Customer detail updates, additions to the contact history, and contact ID
information are stored in Multimedia database.
1378
Contact Center Multimedia/Outbound
Standard 7.16
Advertisement
Table of Contents
