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Platform Elements

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WebChat Functional Management

Introduction

WebChat Plus offers real-time communication over the Internet, via direct transmission of text-based messages. Chat is obviously the most wide used functionality of LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. and Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server.. In order to chat with one another you have to be linked with this person or group of persons. An important addition of the Anywhere365 platform is to enable routing of chat requests to a group of Contact Center Agents. The presence status of the group is determined by the statuses of the underlying members. Once a chat is started, Anywhere365 searches for available Agents and offers the chat to one of them. In short, an available member is hunted by the system.

Chat Scenario’s

Note Only available on-premises and federatedWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC..

Below the possible scenarios for Chat are represented:

In this scenario the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. is available for chat because one Agent is available.

In this scenario the UCC is not available for chat because no Agents are available. Once an Agent becomes available the UCC will become available for chat again.

In this scenario the UCC is not available for chat, though an Agent is available. This Agent reached its maximum number of chats. Once an Agent becomes available or the number of chats diminishes below the maximum, the UCC will become available for chat again.

 

Chat Functionality

Because not everyone uses Skype for Business or Microsoft Teams, Anywhere365 also offers chat using a website (so called WebChat). Once a user starts a WebChat, Anywhere365 will hunt for an available Agent.

Note Only available on-premises and federated.

During a conversation between an Agent and a user, other Lync and Skype for Business users can be invited to join the conversation. This results in a multiparty chat.

This function is also available for both normal chat and WebChat.

The Chat and the WebChat uses automatic messages to inform the Agent en the Customer. By adding the following setting toe the Setting List, these messages can be customized:

Setting

Description

Chat_Conversation_ChatIsClosedByAgent

Message the UCC sends to the Customer when an Agent closes the Chat.

Chat_Conversation_ChatIsClosedByCustomer

Message the UCC sends to the Agent when a Customer closes the Chat.

Chat_Conversation_Chat_Request_Expired

Message the UCC sends to the Agent when an Agent doesn’t accept the hunt in time.

Chat_Conversation_Do_You_Accept

Message the UCC sends to the Agent when an Agent is hunted.

Chat_Conversation_HowCanIHelpYou

Message the UCC sends to the Customer when an Agent accepts the Call.

Chat_Conversation_NoAgentAvailable

Message the UCC sends to the Customer when no Agent is logged in.

Chat_Conversation_NoAgentsFound

Message the UCC sends to the Customer when no Agent is found after the set time.

Chat_Conversation_SearchingForAgent

Message the UCC sends to Customer when an Agent is hunted.

Chat_Conversation_Welcome

Message the UCC sends to the Customer when the Chat is started.

Chat_Conversation_WhatIsYourName

Message the UCC sends to the Customer when the WebChat is started.

Chat_Conversation_YouAreNowConnectedToAgent

Message the UCC sends to the Customer when connected to an Agent.

Chat_Conversation_Customer_Finished_Questionaire

Message that the UCC sends to the agent as the customer is done with answering the questions and the customer can be contacted.

Chat_Conversation_Customer_Started_Questionaire

Message that the UCC sends to the agent as the customer is answering the questions.

Chat_Conversation_Questionaire_InProgress

Message that the UCC sends to the agent as the customer is answering the questions and the agent is sending a message to the customer.

Chat_Conversation_Questionaire_Question

Message that the UCC sends to the agent as prefix for displaying the question.

Chat_Conversation_Questionaire_Answer

Message that the UCC sends to the agent as prefix for displaying the answer.

Chat_Conversation_Questionaire_Finished_Instruction

Message that the UCC sends to the Customer after finishing the questionnaire.

Chat_Conversation_Webchat_Wrong_Input_IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.

Message that the UCC sends to the Customer after entering a wrong option in the IDR.

Chat_Conversation_Webchat_IDR_No_Choice

Message that the UCC sends to the Customer after not making a choice in time.

Chat_Conversation_Wrong_Input_Chat_QM

Message that the UCC sends to the Customer after a wrong input in the Quality Monitoring.

ChatEndpointOutsideBusinessHoursAutoReplyMessage

Message that the UCC sends to the Customer when the UCC is outside business hours.

QualityMonitorNoChoiceTimeoutMessageText

Message that the UCC sends to the Customer after a timeout in the Quality Monitoring.