Managing Chat Sessions - Avaya Interaction Center User Manual

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If your account is enabled for Web Management, you use the Web Agent to chat with customers
(that is, to exchange typed messages with them in real-time).
Customers visiting your company's Web site who have a question or want help can click a button
to request a chat session (or a chat session with a phone call or VoIP call). A request for a chat
session becomes a chat contact and is routed by the Avaya™ Interaction Center (Avaya IC) to
agents who are available to handle chat. Chat contacts that are routed to you are displayed in your
Chat task list.
This chapter explains how to receive and manage your chat contacts and the related collaboration
features included with Web Management. The chapter contains the following topics:
Being Alerted to a New Chat Contact
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Using the Chat Task List
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Handling a Basic Chat Session
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Sharing Browsers with a Customer
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Using Resources in a Chat Session
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n Spell Checking Your Messages
n Using the Phone in a Chat Session
n Transferring a Chat Contact
n Handling a Join Us Conference
n Handling Simultaneous Chat Sessions
n Monitoring a Chat Session (Supervisors Only)
Starting a Lotus Sametime Session
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Viewing the Customer's DataWake Record
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Using Multiple Languages in Chat Sessions
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Wrapping Up and Completing a Chat Contact
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Collectively, these and other chat-related capabilities are referred to as Web Management.
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