IPOCC Chat handling

© 2015 Avaya Inc. All rights reserved. 22 Agenda  Basic chat setup  Chat features & configuration  Web chat

3 © 2015 Avaya Inc. All rights reserved. Chat setup

© 2015 Avaya Inc. All rights reserved. 44 Chat setup  For the workshop, we will use the IP Office one-X Portal server as the chat server  Go to the one-X Portal admin interface, and check the XMPP domain. Set to the IP address of the One-X Portal server, or a name that can be resolved by the IPOCC server (put the name in the HOSTS file)

© 2015 Avaya Inc. All rights reserved. 55 Create new user on IP Office  Create a new user on the IP Office. This user will be used by IPOCC to register with one-X Portal. The user requires an Office Worker, Teleworker or Power User license

© 2015 Avaya Inc. All rights reserved. 66 Add CHAT server to IPOCC  From Administration->Configuration->Chat, add one-X Portal as the CHAT server

© 2015 Avaya Inc. All rights reserved. 77 Enable TOPIC1 for chat  From Administration->Configuration->Topic, add CHAT to Topic1 and enter the user credentials of the user you created on IP Office

© 2015 Avaya Inc. All rights reserved. 88 Enable Agent Group1 for chat  From Administration->Configuration->Agent group, add Chat to the Task types:

© 2015 Avaya Inc. All rights reserved. 99 Enable Supervisor/Agent profiles for chat  Enable the Supervisor and Agent profiles for chat, and add Group 1 to the group assignment

© 2015 Avaya Inc. All rights reserved. 10 Add task type „chat“ to supervisor/agents  From Administration->Configuration->Agent, add CHAT as task type to the Supervisor801 and/or the agents you want to enabe for chat

© 2015 Avaya Inc. All rights reserved. 11 Add a task flow for chat  From Administration  Task Flow Editor, create a new Chat Group and Chat Flow with name Topic1. Simply route any incoming chat for Topic1 to Agent group1.

© 2015 Avaya Inc. All rights reserved. 12 Restart CHAT taskserver to apply changes  To apply the changes to the CHAT server settings, the Chat Taskserver requires a restart  From Windows „Services“, restart the IPOCC Chat Taskserver

© 2015 Avaya Inc. All rights reserved. 13 Chat UI-Functions List View Current chat Message Area Send Message (also with RETURN) Enter Job Code End Chat New chat or message Customer is typing Ended by customer Symbol for Chat

© 2015 Avaya Inc. All rights reserved. 14 EXERCISE – chat  Follow the instructions from the previous slides. Login as agent1, and send a chat message from a one-X Portal user to „Topic1“

15 © 2015 Avaya Inc. All rights reserved. Chat features & configuration

© 2015 Avaya Inc. All rights reserved. 16 Chat archive  Chat convsersations are stored in a database archive  The archive can be searched by the agent if the Archive View privilege is set

© 2015 Avaya Inc. All rights reserved. 17 Chat scripts  Chat scripts are useful to give information the chat participants  Different script types are available: –Object related –Topic, e.g. if no routing active –Agent ( „Announcement before“) –Chat-script in Task-Flow –Welcome (1xScript), queue,…  Chat-scripts are used like announcement-scripts  name: length up to 29 character  No limitation of script numbers

© 2015 Avaya Inc. All rights reserved. 18 Chat script properties  Text –No limit for rows or characters. – % character is not allowed  Tags –insert from Tags in the text. –Tags are marked with %

© 2015 Avaya Inc. All rights reserved. 19 Topic chat scripts  reject topic not in Taskflow  hold – not used  end Chat-request is closed by agent

© 2015 Avaya Inc. All rights reserved. 20 Agent chat scripts  Welcome text –The welcome text is automatically sent when the agent activates the chat request.

© 2015 Avaya Inc. All rights reserved. 21 Task flow chat scripts  Chat-script welcome –most used  Chat-script –E.g. for the queue

© 2015 Avaya Inc. All rights reserved. 22 EXERCISE – chat archive  Activate the chat archive function for the agent

23 © 2015 Avaya Inc. All rights reserved. Web chat

© 2015 Avaya Inc. All rights reserved. 24 Web chat  In the previous example we used XMPP clients from the IP Office to start a chat session with IPOCC  Alternatively, the XMPP client can be built-in into a web page (WebChat), so the customer does not require a special client. IPOCC has a webchat proxy, which provides XMPP functionality through a library or using webservices. Examples of Java and PHP based clients, that can be easily integrated into a webpage, are provided  In the next slides we will use the Java example

© 2015 Avaya Inc. All rights reserved. 25 Open java example file on the server  On the IPOCC server, go to C:\IPOCC\Examples\Chat Examples, and open WebChatApp.java.zip

© 2015 Avaya Inc. All rights reserved. 26 WebChatApp.properties  From the „dist“ directory, copy: –WebChatApp.properties to: –C:\Program Files (x86)\Avaya\IP Office Contact Center\Tomcat\conf  Edit the file to match our installation:

© 2015 Avaya Inc. All rights reserved. 27 WebChatApp.war  From the „dist“ directory, copy: –WebChatApp.war to: –C:\Program Files (x86)\Avaya\IP Office Contact Center\Tomcat\webapps  If things do not work, stop the IPOCC Tomcat service and delete the automatically created \WebChatApp subdirectory. It will be recreated when Tomcat starts again

© 2015 Avaya Inc. All rights reserved. 28 Test the app  Browse to to testhttp://ipoccserver:8080/WebChatApp

© 2015 Avaya Inc. All rights reserved. 29 EXERCISE – webchat  Follow the instructions from the previous slides and try webchat