1. IPOCC Chat handling

2. © 2015 Avaya Inc. All rights reserved. 22 Agenda  Basic chat setup  Chat features & configuration  Web chat

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

4. © 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)

5. © 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

6. © 2015 Avaya Inc. All rights reserved. 66 Add CHAT server to IPOCC  From Administration->Configuration->Chat, add one-X Portal as the CHAT server

7. © 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

8. © 2015 Avaya Inc. All rights reserved. 88 Enable Agent Group1 for chat  From Administration->Configuration->Agent group, add Chat to the Task types:

9. © 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

10. © 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

11. © 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.

12. © 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

13. © 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

14. © 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. 15 © 2015 Avaya Inc. All rights reserved. Chat features & configuration

16. © 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

17. © 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

18. © 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 %

19. © 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

20. © 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.

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

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

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

24. © 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

25. © 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

26. © 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:

27. © 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

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

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