On Premises

WebChat User Guide

Accessibility

This is the main page for what we call “the presence page”. It is nothing more than a simple HTML page to show the WebChat Plus button. Which of course is fully customizable with a simple css sheet.

 

Initiate a chat

When a customer chooses to use the WebChat Plus, and clicks anywhere in the button, a new screen pops-up and the WebChat automatically asks the name of the customer.

As soon as the customers enters his or hers name, the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. will immediately starts to hunt for an available agent.

 Tip: The Customer can use his or her Speech to Text by using their phone's keyboard (Available on both Android and IOS)

The Agent will receive an incoming Skype for Business or Microsoft Teams instant message with the question for the agent if he wants to accept this incoming chat.

When the agent accepts the chat, by simply pressing a button (or typing, yes or ok), the chat session will be started. From this point on, the customer is able to setup presenting/screen sharing and initiate a call me back scenario. To do this, the customer has to use one of the buttons.

 

Agent commands

During a chat session the Agent can enable buttons for the Customer.

Note: Make sure the features are properly configured.

__webchat:4 :Activate CallMe The CallMe feature adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs. Button

__webchat:5: Activate CoBrowsing Button

 

Call Me Back (optional)

With the CallMe extension it’s possible for the customer to leave his number (or SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address). When the customers chooses this option, the UCC will call the customer and connects him to an available agent.