ENABLING WEBCHAT HOSTED USER GUIDE

Transcription

1 ENABLING WEBCHAT HOSTED USER GUIDE CONTENTS... 1 Sign up Process... 2 Sign up Process (Continued)... 3 Logging In/ Out... 4 Admin Dashboard... 5 Creating, Edit, Delete A User... 5 Creating, Edit, Delete A Group... 6 Creating, Edit, Delete A Group (Continued)... 7 Page Editor... 7 Multiple Landing Pages... 7 Create, Select, and Delete Landing Page... 8 Embedding Landing Page into Web Site... 8 Embedding Landing Page into Web Site (Continued)... 9 Landing Page Settings Tab Landing Page Questions Tab Landing Page Theme Tab Create, Select, and Delete a Theme Editing Themes Editing Themes (Continued) Best Practices Web Visitor submitting Chat Request Agents Accepting Chat Request Admit User into the conversation Inviting Agents into the Conversation Installing and Using the Agent Extension Window Installing and Using the Agent Extension Window (Continued) Federation Federation (Continued) Features Built using standard web technologies (HTML5/CSS/JavaScript) Flexible routing to Lync agents Live status for groups No waiting in queues, instant communication Theaming Multiple Landing Pages Group Routing Options... 22

2 OVERVIEW Enabling Webchat enables organizations using Microsoft Lync/ Skype for Business to easily incorporate a real-time, presence enabled Webchat service on their website. The ROI can be great with increased customer satisfaction, an improved web presence and increased online sales. With more and more companies migrating to Office 365 and taking advantage of Skype for Business we have developed our successful WebChat application for use within the cloud (office365)! SIGN UP PROCESS *** Note: When you sign up for a WebChat for the first time you will be considered the Admin for all Users, Groups, and Pages, and Customizations representing your company account. 1. Go to 2. Click the Start 30 Day Trial Button. (If you have already signed up for the trial, go the Login In/ Out section to continue. 3. Enter Company Name, First Name, and Last Name. 4. Enter an for the new Admin account (in the field) 5. Enter Skype Address (in the Skype Address field) if different from your address. If your address is the same, check the Same as address checkbox 6. Create a Password (in the Password field) 7. Rewrite your newly created password (in the Confirm Password field) 8. Click the Next button when all fields are filled in.

3 SIGN UP PROCESS (CONTINUED) 9. On the Billing Tab, choose the number of user licenses that you intend to use. 10. Next, click the Submit button to begin your trail. After clicking the Register button, you will receive an on-screen notification to Check your to confirm your account. *** Note: You must confirm your before you can log in

4 SIGN UP PROCESS (CONTINUED) 1. Click on the Hyperlink in the text to Login 2. Check your for a WebChat confirmation Click the link inside of your to confirm your account and to be redirected to the Enabling Webchat Confirmation Screen *** Note: It may take a couple mins to retrieve this . If you haven t received this after a couple minutes, then check your spam folder. If you still haven t received an after a few mins, please reach out to us. We have noticed that some s systems block our sent s.

5 LOGING IN/ OUT 1. Enter your into the text field 2. Enter your Password into the Password text field 3. Click on the Remember Me? check box to automatically fill in the text field using your credentials the next time you login. All credentials are saved and stored your system. 4. Click the Login button to log into the WebChat Admin dashboard. 5. To log out of your session, simply click on the Log Out link in the upper corner of the Admin Dashboard.

6 ADMIN DASHBOARD The WebChat Admin Dashboard is where you will be able to assign users, department groups, customize the UI, Etc. CREATING, EDIT, DELETE A U S E R A user is also known as an answering agent. When a chat request is sent, it will be routed to the specified list of user/s. By default, we have created a fully functioning configuration for your user. The Admin user will be placed in the already created Demo group, and will be a part of the Demo page. You can access this page by going to: https/enablingchat.com/companyname/demo. Click here for more details on this hyperlink. To create a user, click on the button. Display Name: This is the answering agent s name that will be displayed during the chat conversation. Address: address of the answering agent. Skype Address: This is the Skype address of the agent. If the Skype address is the same as the address, then check the checkbox Same as . Resend confirmation to those users that need access to the dashboard. Groups Tab: This section will display all groups/departments that the user can be assigned to. Toggle the switch on to map users to that group. Permission Tab: This section will display will allow you to set different admin access for a user. Admin can have access to edit Users, Groups, or Pages. A user can also be exempt from a user s license count by selecting the Is Exempt Admin check box. When you are finished creating a User, click the Save button. Your User will save and the popup window will close. You can click Cancel at any time to go back to the Admin Dashboard. Edit a User: To Edit a User, double click on the user s name under the Users tab. Delete a User: To delete a User, simply click the your deletion. button. You will be prompted and will need to verify

7 CREATING, EDIT, DELETE A GROUP A group also known as a department, is where the visitor/ customer will route their Instant Messages to. The groups will display in a dropdown list on the Chat Request From for the Visitor to choose from. By default, we have created a Demo group and have assigned the Admin user to this group. You can access this page by going to: https/enablingchat.com/companyname/demo. Click here for more details on this hyperlink. To Create a Group, click on the button and begin filling in your desired information. Name: This is the name of your Group/ Department. These names will display on the dropdown menu of the main Chat Request Form. Ex Support, Sales, Customer Service. This is the main address for the associated Group/ Department. This address can be a distribution group and will be used by the web visitor when there are no available agents to chat with. The web visitor will have the option to this group. Is Formal: This is if you want users to opt in and out of a specific group. Users can opt in and out from the My Groups tab. Greeting: This is the greeting that will display when the chat conversation between the agent and the visitor first connects. Routing Method: This section will determine how the Instant Messages are routed for that Group/ Department. Note: Instant messages are different from phone calls, for example there is no such thing as an answer condition after the invitation is sent. When an Instant Message is sent, it is similar to sending a text message you won t know whether or not they have received it. With that in mind o Parallel: When the customer sends the chat request, the invites are sent to all agents who have their Lync Presence set to Available in that group. For those agents who have their Lync status set to Busy, Away or Offline, you'll notice that no chat requests was sent. Training: If two Agents decide to click on the Instant Message invite, they will be answering the same chat. If a coworker sees someone else is responding to this chat request, they would need to back out and close that conversation. Agents will have to be mindful that they are all receiving that chat requests and that they could all respond or reply at the same time. Unlike a phone call there is no way for Lync to retract a message once it has been sent. o Round Robin: The first time that the Instant Message request is sent from the customer, it will go to the first available agent in that agents Group list. Once that agent has accepted the invite, then the second requests that is sent will go to the next available agent in that list If an agent has their status set to Busy, Away or Offline, then the routing engine will skip that agent and automatically go to the next available agent down the line. Training: If an agent has their status set to available and they do not accept and admit the Instant Message Invite, then after the Invite Timeout the customer will have the option to send an to that group. There is no failover option at this time where it will reroute the invite to another User/ Agent.

8 CREATING, EDIT, DELETE A GROUP (CONTINUED) o Longest idle: Longest Idle will route the instant message request to the agent whose Lync presence has been set Available for the longest. Training: When you answer an Instant message as a Lync user, your presence does not change like it does when you're in a phone call to (in a call or red.) If Agent 1 has been available for 10 minutes and Agent 2 has been available for five minutes, that IM chat request will be sent to Agent 1, and even though Agent 1 accepted that Instant Message request, they would still be the longest idol because their presence did not change. To manage this, the agents would need to set their status to busy when they receive the request and then back to available to start receiving instant messages again. Invite Timeout: This is the number of seconds the visitor will wait for an available agent to answer before displaying an option. Seconds are displayed in milliseconds for ex: 30 seconds would be displayed as milliseconds. Commands: o Update: Click the Update button to save your created group. o Cancel: Click the Cancel button to disregard any changes made, or to simply go back. Edit a Group: To edit a group, simply click the Delete a Group: To delete a group, simply click the deletion. button and begin editing the desired fields. button. You will be prompted and will need to verify your PAGE EDITOR The Page Editor will allow you to customize the function and the theme of the different WebChat landing pages. For More information on Multiple Landing Pages click HERE. There are two different sections to the Page Editor. The Editor and the Preview Window. Editor: The editor will display on the left side of the browser window. In this section, you will be able to customize your different landing pages. Preview Window: The preview window will display on the right side of the browser window. Any changes that you make to your Agents Group List or to your Theme will be available for preview in this section. MULTIPLE LANDING PAGES WebChat allows you to create different 'versions' of the landing page that customers see when they click the 'chat now' link from different sections of your website. Each WebChat landing page has its own set of agent groups from which the user can select to chat with. For example, the 'chat now' link on your support page might display a WebChat landing page with the groups 'telephone support' and 'desktop support' whereas the 'chat now' link on the sales portion of your website might go to a WebChat landing page which displays the groups 'widget A sales' and 'widget B sales'

9 CREATE, SELECT, AND DELETE LANDING P A G E By default, we have created a Demo page and have assigned the Admin User and Group to this page. You can access this page by going to: https/enablingchat.com/companyname/demo. Click here for more details on this hyperlink. Create Landing Page: To create a new landing page, click on the button. A popup window will appear. Give your new page a name by typing in the text box. Now select the Create Page button. Click the Cancel button to disregard and go back to the Page Editor. Selecting a Landing Page: To Select a Page to edit, choose the page from the drop-down menu towards the top of the browser window. Highlight and click on your preferred page edit. Delete a Landing Page: Select the page to edit from the drop-down menu in the upper right corner of the browser window. Once you have selected the page to edit and it appears in the display box, you can now delete that page by clicking on the button. Next, you will be prompted to verify your deletion, choose yes to delete. EMBEDDING LANDING PAGE INTO WEBSITE To Embed a Landing Page into your website, add the below code to your already styled Chat Button inside of your webpage. By default, if you place this code into your website without any styling, it will appear as plain text with the word (chat) in the form of a hyperlink. With Existing Styling Without Styling Chat <a title="chat with Enabling Technologies Corp" onclick="window.open(' 'newwindow', 'width=540,height=455,toolbar=no,directories=no,status=no,menubar=no,scrollbars=yes,copyhistory=no,resizable=ye s'); return false;" target="_self">chat</a>

10 EMBEDDING LANDING PAGE INTO WEB SITE ( CONTINUED) *** You will need to edit the page url in the above code. ' Companyname: Replace companyname in the URL with how it appears in the admin s signup address. For ex: name@domain.com. Domain will be the company s name. Make sure no spaces are in the companyname. Hyphens are accepted. Pagename: Replace Pagename in the URL with the name of the page that was created inside the page tab of the admin dashboard. By default, we have created a Demo page when the WebChat account was first setup. You can access that page by going to Link Text: If you choose to embed the link without a styled button or an image, you can choose to change the link text inside the code from the word Chat to whatever you would like. i.e. (Live Chat, Chat Now, etc.) Resizing the Chat Request Form: This code utilizes a little bit of Java Script in order to resize the Chat Request Form. The Chat Request Form is the browser chat window that open to web visitor when the link is clicked. By default, our code will hide the toolbar, directories, status, menu bar, and scroll bars from the chat browser window. It will also open the window to the default setting in the code width = 540 and Height = 455. You can change the width and height to your desired settings. (Example of the resized Chat Request Form)

11 LANDING PAGE SETTINGS TAB The Page Editor has Three different tabs that you can edit. Settings, Questions and Theme. The Settings tab will allow you to manage what groups belong to what landing pages. There are four sections in the settings tab. Instruction Message: This is the instruction message that displays on the top of the Chat Request Form. Group Mode: This section will allow you to display multiple groups on the Chat Request Form or to only have a single group option. Available Groups: This section will display the available groups that are from the Agent Group tab. Assigned Groups: This section will be the groups that you assign to your landing page. To Assign Groups to your landing page: Go to the Select Page to Edit at the top of the browser and from the dropdown menu select your page to edit or create a New Page. To add groups to the Assigned Groups section, simply click and drag the group from the Available Groups section and drop it into the Assigned Groups section. To Remove a Group from the Assigned Groups section: Click on the next to the group name and that group will be placed back into the Available Groups section. To Save your settings: Click on the button to save your landing page settings. Your landing page will instantly reflect the changes. ***Note: once you have saved your page settings, you will not be able to reload page back to the old layout. Reloading Page Settings: Click the button to reload your Landing Page back to last saved state. All groups that were moved into the Assigned Groups section will revert alphabetically back to the Available Groups section. Please Note: You are not able to send chat requests from the preview window. To test WebChat, you will need to enter the Webchat link into your browser. ename. Replace Company Name with the company you sign in with. No Spaces. Replace Page name with whatever page you would like to display. By default, a Demo page is created.

12 LANDING PAGE QUESTIONS TAB The Page Editor has three different tabs that you can edit. Settings, Questions and Theme. The Questions tab will allow you to customize the questions input fields on the chat request form. On the Chat Request Form, you can choose to display multiple input fields for your visitor to fill out before the chat session is initiated. (For Ex: name, phone number, ). There are three sections to the questions tab. Question Type: From the dropdown menu, you can choose to create a Text box, Check Box, or Radio Buttons, Prompt: This will be the title of the created input field. (For ex: Name, Phone Number, ) The title will display as ghost writing inside of the field and will disappear as your visitor begins filling out that field. Require Answer: This option will require the web visitor to fill in this field before the chat request is sent. Place a checkmark in the check box to require an answer for this input field. ***Note: If no checkmark is placed in this box, then your field will be optional and your visitor will not be required to fill it out. o Validation Prompt: This option will display only if the Require Answer checkbox is checked. This will be the error that will display if your visitor does not fill out that input field. (For ex: Please enter a valid phone number). o Validation Type: This option will display only if the Require Answer checkbox is checked. From the dropdown menu you can choose how to validate your input field. Any Text: This option will validate an input field based off any text entered into that field. If the input field is missing any text, then the visitor will receive the Validation Prompt. Address: This option will validate the input field based off symbol and the period. of an address. (For ex: name@domain.com). If these elements are missing from the input field, then the visitor will receive the Validation Prompt. Phone Number: This option will validate an input field based off a total of 10 numeric numbers entered that field. (For ex: or or or (555) ). If 10 numeric digits are missing from the input field, then the visitor will receive the Validation Prompt. *** Note: If you would like to validate an international number that requires more numbers, then you will need to use the Custom Regex option. Custom Regex: Regex it a way to define (if or not) a particular string matches a particular pattern. If you need to validate a particular element, symbol, or pattern you can do it here. When you are finished creating a Question, click the Save button. Your Question will save and the popup window will close. You will now see your created question in the preview window pane. You can click Cancel at any time to go back to the Admin Dashboard.

13 LANDING PAGE THEME TAB The Page Editor has two different tabs that you can edit. Settings and Theme. The Theme tab will allow you to customize the appearance of the Landin Page s UI such as color, font, size, etc. Enabling WebChat allows you to create multiple themes as needed. Each WebChat landing page has a theme assigned to it. If you want to share a theme across multiple landing pages, simply assign a single theme to those pages and any changes to that theme will be reflected to all the pages using that theme. Or, if you prefer to use a different theme for each individual landing page, simple create a new theme for each page and you can individually control the look and feel of each page as needed. Select Page to Edit: Choose from the drop-down menu what page that you would like your theme to apply to. Current Theme: Choose from the drop-down menu a theme for your User Interface. If you have created a new theme it will display in this drop-down list. Default This will be the theme that you customize for your corporate layout. Preloaded Themes Not available at this time. CREATE, SELECT, AND DELETE A T H E M E To Create a New Theme, click on the button. A window will pop up. Give your New Theme a name and click on the Create Theme button. To cancel simply click the Cancel button to revert back to the Page Editor. ***Note: It s important to save any changes made to your current theme before creating a new theme. To Select a Theme, choose the theme from the Current Theme drop down menu. Highlight and click on your preferred theme to edit. To Delete a theme, choose a theme from the dropdown menu. Click on the verify your deletion, choose yes to delete. button. Next, you will be prompted to

14 EDITING THEMES 1. To begin Editing your theme, make sure that you have the desired page selected. To Select a Page to Edit, choose the page from the drop-down menu towards the top of the browser window. Highlight and click on your preferred page edit. WebChat allow you to customize many different sections of the User Interface. Below is a list of the WebChat sections and what can be customized. 2. Choose a Theme from the dropdown menu that you would like to edit. Now you are ready to start making changes to the theme. Header: This is the static header for the chat client. Below is a list of what can be customized. Title: Enter your Header Text into text field. Height: You can adjust the Header Height by using the up and down arrows. Background Color: Use the color picker or enter a html color code to change the Background Color. Font Color: Use the color picker or enter a html color code to change the Font Color. Font Style: Choose the Font style by using the drop-down menu. Click on to select the preferred font style. Font Size: You can simply adjust the Font Size by using the up and down arrows. Font Weight: You can adjust the Font Weight by using the up and down arrows. Chat Request Form: This is from that your customer will fill out before the initial chat session begins. Background Color: Use the color picker or enter a html color code to change the Background Color. Instruction Message Font Color: Enter your Header Text into text field. This will appear above the information boxes. Instructions Font: Choose the Instructions Font style by using the drop-down menu. To select, click on the preferred font style. The instructions will appear on top of the Chat Request Form. Instructions Font Size: You can adjust the Instructions Font Size by using the up and down arrows. Instructions Font Weight: You can adjust the Instructions Font Weight by using the up and down arrows. Instructions Width: You can adjust the Instructions Font Width by using the up and down arrows. Instructions Height: You can adjust the Instructions Font Height by using the up and down arrows.

15 EDITING THEMES (CONTINUED) Textbox Color: This controls the textboxes in the chat request form. Use the color picker or enter a html color code to change the Background Color. Textbox Border Color: Use the color picker or enter a html color code to change the Border Color. Textbox Font Color: Use the color picker or enter a html color code to change the Font Color. Textbox Font: Choose the Font style by using the drop-down menu. To select, click on the preferred font style. Textbox Font Size: You can adjust the Textbox Font Size by using the up and down arrows. Textbox Font Weight: You can adjust the Textbox Font Weight by using the up and down arrows. Textbox Width: You can adjust the Textbox Width by using the up and down arrows. Textbox Height: You can adjust the Text Box Height by using the up and down arrows. Groups Font Size: This controls the font size of the Agent Group names listed in the dropdown of the request form. You can adjust the Group Font Size by using the up and down arrows. Groups Font Weight: You can adjust the Group Font Weight by using the up and down arrows. Groups Width: You can adjust the Group Width by using the up and down arrows. Groups Height: You can adjust the Group Height by using the up and down arrows. Chat Button Background Color: Use the color picker or enter a html color code to change the Chat Button Background Color. Chat Button Hover Color: When you mouse over the Chat Button this will be the color that will display. Use the color picker or enter a html color code to change the Chat Button Hover Color. Chat Button Font Color: Use the color picker or enter a html color code to change the Chat Button Font Color. Chat Button Font: Choose the Chat Button Font style by using the drop-down menu. To select, click on the preferred font style. Chat Button Font Size: You can adjust the Chat Button Font Size by using the up and down arrows. Chat Button Font Weight: You can adjust the Chat Button Font Weight by using the up and down arrows. Chat Button Height: You can adjust the Chat Button Height by using the up and down arrows. Button Background Color: The button display when there are no available agents to chat with in the group. Use the color picker or enter a html color code to change the Button Background Color. Button Hover Color: When you mouse over the Button this will be the color that will display. Use the color picker or enter a html color code to change the Button Hover Color. Button Font Color: Use the color picker or enter a html color code to change the Button Font Color. Button Font: Choose the Button Font style by using the drop-down menu. To select, click on the preferred font style. Button Font Size: You can adjust the Button Font Size by using the up and down arrows. Button Font Weight: You can adjust the Button Font Weight by using the up and down arrows. Button Width: You can adjust the Button Width by using the up and down arrows. Button Height: You can adjust the Button Height by using the up and down arrows. Preview Theme Changes: Theme changes will automatically display in the preview section to the left of the controls. To Save the changes made to your theme, click on the button. Your theme will instantly reflect the changes. ***Note: once you have saved your theme settings, you will not be able to reload your theme back to the old layout. Reloading Theme Settings: Click the button to Reload Theme Settings list back to last saved state. All changes that were made to the theme will revert back to the last saved default settings.

16 BEST PRACTICES WEBVISITOR SUBMITTING CHAT REQUEST When the chat request is submitted, the web visitor will be in a virtual lobby and they will wait for an answering agent. The web visitor will see Searching, Authentication and Searching for an agent to chat inside of the Chat Request Form. At that time the Agents in that group will receive a toast notification in their chat client. *** Note: Chat requests are only sent to agents who have their presence set to Available. Agents who are in a call, have the status set to Busy or Away, will not receive a chat notification. AGENTS ACCEPTING CHAT REQUEST Once a chat request is submitted, a Lync/Skype for Business agent in the selected group will receive a Lync toast invitation to the conversation. The toast notification will come from the agents Lync/ Skype for Business chat client. Agents will need to click the Accept link to accept the web visitor s request. *** Note: Agents will receive toast notifications based on the Routing Method set for that particular group/ department. Click Here for more information.

17 ADMIT USER INTO THE C O N V E R S A T I O N A new conversation tab will open in the chat client and once the agents has accepted the chat request notification, they will need to Admit the person into the live conversation by clicking Admit button inside of the Lync/ Skype for Business chat client. INVITING AGENTS INTO THE C O N V E R S A T I O N More than one Lync/ Skype for Business agents can join the meeting and chat with the website user. Both the Lync agent and the website user will see typing notifications as the instant message conversation progresses and at any time during the conversation, the Lync agent can drag in another agent (Lync contact) to include them in the conversation as needed. The website visitor will see all the messages typed by all participants in the Lync meeting.

18 INSTALLING AND USING THE AGENT EXTENTION WINDOW About The Agent Extension Window provides the agent with user information and tools to help assist during their chat conversation.. The Extension Window displays the visitor s information that they provided on the chat request form and gives the agent escalation options. o The agent can view the information provided from the website visitor. o The agent can send the visitor a Join Now URL meeting invite. The visitor can then join the Lync meeting using the Lync Web Client for the full Lync experience Audio/Video/and Desktop Sharing

19 INSTALLING AND USING THE AGENT EXTENTION WINDOW (CONTINUED) Installing Note: The extension Window Application will only work on a Windows PC machine and will only work in conjunction with your S4B 2016 chat client. We have not tested with Lync The Extension Window application will need to be installed for each answering agent. This application uses Silverlight to display the Information from the Chat request form. To install this application, Download it from here: Open the installed application and go through the prompts given on the screen. Shutdown and restart your Skype for Business chat client as well as all browsers sessions. To install Silverlight, Download it from here: Using the Extension Window To open and view the information in the Extension Window Application, Click on the 3-dot ellipsis on the Bottom of your WebChat Instant Message conversation. Choose the Enabling WebChat option. This application can take up to 30 Seconds to open with the web visitor s information. Information will only be provided if you have received an active WebChat Conversation. Troubleshooting - If your receiving an error WebChat info not available o Make sure that you have an active webchat conversation. o Make sure you have the latest version of Silverlight installed.

20 FEDERATION! Please Note: The below information applies to the On Premise version of Skype for Business. In order for WebChat to allow your agents / users to receive incoming chat invites they need to be subscribed to presence. If you are using Lync or Skype for Business on Premise, Federation is needed. Please make sure that Enablingtechcorp.com is added to your federation list. If you are using O365, you may need to add Enablingtechcorp.com to your Allowed Domain List 1. Open the Skype for Business control panel. 2. Login in using your credentials. Here is the Control Panel view: 3. Click on the Federation and External Access menu option on the left menu.

21 FEDERATION (CONTINUED) 4. Choose the Sip Federated Domains option in the top menu 5. Select the New drop down menu and choose the Allowed Domain option. 6. Enter the following information: Domain Name (or FDQN): = enablingtechcorp.com Access Edge service (FDQN): = sip.enablingtechcorp.com Comment: = Enabling Technologies WebChat enablingtechcorp.com Sip.enablingtechcorp.com Enabling Technologies WebChat Note: If you are still not receiving presence after these steps, please allow 24 hrs. for the Federation process to finish the update.

22 FEATURES BUILT USING STANDARD WEB TECHNOLOGIES (HTML5/CSS/JAVASCRIPT) No browser plugin is required (Silverlight or flash) This enables our chat application to work on most major desktop and mobile browsers. FLEXIBLE ROUTING TO SKYPE AGENTS Users can select from different groups to chat with such as sales or support. These groups are easily modified as needed via a web-based administrative portal. Chat requests are only sent to Lync agents who have their presence set to available, so that Skype users who are already in a call or away from their desk are not bothered. LIVE STATUS FOR GROUPS Each group has a live status Icon: Green means there are at least 1 or more agents in the Group is immediately available Gray means all agents are busy away or offline. NO WAITING IN QUEUES, INSTANT COMMUNICATION If the group is set to busy, away or offline then the user will see a Send button instead of the chat now button. This allows the website visitor to send an to the group. If there is no response to the chat request, from the Lync agents within 30 seconds, then the website visitor is given the option to submit an . THEAMING In the theme editor which is located in the admin portal you can create multiple themes as needed. Each WebChat landing page has a theme assigned to it. If you want to share a theme across multiple landing pages, simply assign the same theme to those pages and any changes to the assigned theme will be reflected to all the pages using that theme. MULTIPLE LANDING PAGES WebChat now allows you to create different 'versions' of the landing page that customers see when they click the 'chat now' link from different sections of your website. Each WebChat landing page has its own set of agent groups from which the user can select to chat with. For example, the 'chat now' link on your support page might display a WebChat landing page with the groups 'telephone support' and 'desktop support' whereas the 'chat now' link on the sales portion of your website might go to a WebChat landing page which displays the groups 'widget A sales' and 'widget B sales'

23 GROUP ROUTING OPTIONS Group Routing Options will add flexibility and efficiency to incoming IM requests. Clients will now be able to add routing methods to each group that is created. These routing methods are listed below. Parallel When the customer sends the chat request, the invites are sent to all agents who have their Lync Presence set to Available in that group. For those agents who have their Lync status set to busy, away or offline, you'll notice that no chat requests were sent. Available Request Sent Request Sent Available No Request Sent Busy No Request Sent Offline Round Robin Round Robin - The first time that the IM request is sent from the customer it will go to the first available agent in that agents Group List. Once that agent has accepted the invite, then the second requests that comes in will go to the next available agent in that list, and so on. If an agent has their status set to Busy, Away or Offline, then the routing engine will skip that agent and automatically go to the next available agent down the list. Once the list of agents has been exhausts, then the process will repeat from the top of the Agent Group List. Available First Request Second Request Available No Request Sent Busy No Request Sent Offline Longest Idle Will Route the instant message request to the agent whose Lync presence has been set Available for the longest. On the Diagram below, Agent 1 has been available for 10 min, and Agent 2 has been available for 5 min. This routing method will send the chat request to Agent 1 since their status has been available for the longest. Longest Idle Has Been Available For 10 Min Request Sent No Request Sent Has Been Available For 5 Min No Request Sent Busy No Request Sent Offline