Contact Center

First, navigate to Downloads in your Admin Portal.

The Client Software page provides you access to download the latest version of the Call Center Agent (CCA), as well as previous versions of the Call Center Agent (CCA). The page is divided into two tabs, so you can easily distinguish between the Latest Version and Previous Versions of the CCA. Each version is further identifiable by the accompanying software version number (e.g. 11.6.11.18059). The Latest Version tab displays only one instance of the software, whereas the Previous Versions tab displays multiple instances of older versions of the software. Download requirements are provided for each software version listed. 

Click Release Notes, located to the right of the Software Version, to view the Desktop CCA Release Notes. The release notes provide you with a summary of changes that are included with each new CCA version released. The most common changes made to the CCA include new features, enhancements, and fixed issues. The release notes are organized by the software version.  

To download one of the CCA versions, click Download, located to the right of the software version number. You are prompted to Run or Save the file, or, the software installer, by default, is downloaded to the Downloads folder on your computer. If the installer is downloaded to your Downloads folder, locate and download the installer to begin installing the CCA software.

What is Webchat?

A Webchat is a feature you can add to your website or Content Management System (CMS) to allow online exchanges between your support agents and your customers in real time.

Different Webchat options are offered by Company, namely, Chat queues and Interactive Chat Response (ICR).

Chat Queue

A Chat queue is a way of organizing incoming customer requests sent through chat, thus allowing contact center representatives and managers to track, prioritize, and ensure efficient delivery of customer service.

A good example of a chat queue is a sales chat queue: a potential client visits your site. Assume that you have set up a chat queue within your site so potential clients can ask questions to your salespeople. If a potential client has questions about a service or product, they can ask in the chat. This increases the probability of keeping a prospect engaged in your site, and then your salespeople can provide all the information the client needs, thus gaining a new client.

A great benefit of chat queues is that you can collect user information such as email address, name, phone number, and the question asked before connecting the user to the sales agent. If the sales agent is not able to convert the prospect into a client during the chat session, the information collected can be saved as a lead, and the relationship established with the prospect can then be nurtured.

Interactive Chat Response (ICR)

An ICR is a self-service chat feature that offers real-time chat support to clients 24 hours a day, 7 days a week, thus providing continuous customer support and a platform through which customers can reach support any time.

With ICR, you can ask site visitors several questions before transferring them to the correct chat queue. For example, you can ask whether the visitors need Sales, Support, or KB access. Such questions constitute the first level of the ICR menu. ICR can be configured in such a way that, based on the site visitors' responses, they will navigate to a target chat queue or an external link.

The following figure shows an example of such navigation. 

The Call Transfer Information controls allow users to add and edit transfer information; this allows agents to enter information to an agent's Contact Center along with a call transfer, providing the transferee agent with some insight about the incoming call.

Navigate to Configure > General > Transfer Info.

Note: Transfer Information may also be used to pass information along with a call transfer from an agent to an IVR application - or "secondary IVR" (see Contact Center User Guide for transferring to secondary IVR's). Secondary IVR's are configured as custom IVR applications at this time. Transfer Information fields may also be used as screen pop triggers for calls transferred from an agent to another agent.