ETC WEBCHAT USER GUIDE

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1 ETC WEBCHAT USER GUIDE CONTENTS Overview... 2 Agent and User Experience... 2 Agent Extention Window... 3 Etc WebChat Admin Portal... 4 Agent Groups... 5 Create, Edit, Delete A Group... 5 Create, Edit, Delete An Agent... 6 Page Editor... 6 Create, Select, and Delete landing Page... 7 Landing Page Settings Tab... 7 Landing Page Theme Tab... 8 Create, Select, and Delete A Theme... 9 Editing Themes Features Built using standard web technologies (HTML5/CSS/Javascript) Flexible routing to Lync agents Live status for groups No waiting in queues, instant communication Instant Messaging Escalation Options Theaming Multiple Landing Pages Group Routing Options... 14

2 OVERVIEW ETC Webchat enables organizations using Microsoft Lync 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. AGENT AND USER EXPERIENCE 1. A visitor on your website will click on a chat now link embedded in your web page. The WebChat request form will open up as a resized separate browser window. 2. The visitor will fill out the chat request form and select a department from the dropdown menu. 3. When the visitor clicks on Chat Now button, a new chat request is created and WebChat begins sending invites to available agents from the selected department. The visitor will be placed into a virtual lobby and will see a searching for an agent. (Change the image) 4. The available Lync agents from the selected department will each receive a Lync toast invite to the conversation (different routing methods can be created in the admin porta). 5. The agent will accept the Lync toast and will need to click the Admit button to bring the visitor into the conversation. 6. The visitor will receive an automatic welcome note from sent from the WebChat chat bot. Ex. Welcome to the Sales Dept. (Greetings can be customized in the admin portal).

3 7. Both the answering agent and the web user will see typing notifications, for example: Jordan Mills is typing as the instant message conversation progresses. 8. The web user and agent will see all messages typed in the Lync meeting conversation window. (The Lync agent can drag in other Lync contacts to include them in the instant message conversation as needed.) 9. The Lync agent can use the Extension Window Application to gather information about the visitor, provide escalation options, or to use the many communication tools that are available. The agent can send the visitor a Join Now URL. The web user can then join the Lync meeting using the Lync Web Client for the full Lync experience Audio/Video/and Desktop sharing. AGENT EXTENTION WINDOW The Agent Extension Window provides the agent with user information and tools to help assist during their chat conversation. (Insert picture) There are two tabs in the extension window Contacts and Responses. The Contacts tab displays the visitors information that they provided on the chat request form and gives the agent escalation options. o The agent can call the visitor s phone # via Lync by clicking on their phone number provided. 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 The Response tab allows the agent to create quick canned responses allowing them to reply quickly to general questions such as: what are your hours, what is your pricing model o To add a quick response, type your message into the text box and click the add button o To send a quick response, double click on the response and it will automatically send it to the visitor. o To delete a quick response, highlight the response and click the remove button.

4 ETC WEBCHAT ADMIN PORTAL The WebChat Admin Portal is where you will be able to assign agent groups, customize the UI. To Log in: Go to this url. and bookmark it for your reference. Log in using your User Name and Password. Click the box next to Remember me? to have the Admin Portal remember your credentials for feature login s. Click the Log in button to access the admin portal. *** Note: You must be enterprise admin, domain admin, or added to the enablingwebchatadmin security group in active directory

5 AGENT GROUPS In the Agent Groups tab, you will be able to create groups, add agent to the groups, and assign different routing methods for each group. CREATE, EDIT, DELETE A GROUP To Create a Group, click the button and begin filing in your desired information. Name: This is the name of your 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. 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. 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 you re your IM are routed for that group. 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. o 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 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. o Longest idle: Longest Idle will Route the instant message request to the agent who's Lync presence has been set Available for the longest. 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 button and begin editing the desired fields. Delete a Group: To delete a group, simply click the button. You will be prompted and will need to verify your deletion.

6 CREATE, EDIT, DELETE AN AGENT Click the expand window icon next to the Group Name to display the agents names or to create a new agent. To Create an Agent click the button. Display Name: This is the agent s name that will be displayed during the chat conversation. Sip Uri: This is the sip address of the agent. This address will begin with sip. Ex. (sip:name@domain.com) Agent Commands: o Update: Click the update button to save your created agent. o Cancel: Click the Cancel button to disregard any changes made, or to simply go back Edit an Agent: To Edit an agent, click in the expand arrow on the left side of group name and then click on the button to begin editing your agents sip uri in the test field. When you are finished, click the Update button. Delete an Agent: To delete an agent, simply click the button. You will be prompted and will need to verify your deletion. PAGE EDITOR The Page Editor will allow you to customize the function and the theme of the different WebChat landing pages. There are two different sections to the Page Editor. The Preview Window and the Editor. Preview Window: The preview window will display on the left 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. Editor: The editor will display on the right side of the browser window. In this section you will be able to customize your different landing pages.

7 CREATE, SELECT, AND DELETE LANDING PAGE 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. LANDING PAGE SETTINGS TAB The Page Editor has two different tabs that you can edit. Settings and Theme. The Settings tab will allow you to manage what groups belong to what landing pages. There are three sections in the settings tab. Instruction Message: This is the instruction message that displays on the top of the Chat Request Form. 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 begin adding 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.

8 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 and that group will be placed back into the Available Groups section. To Save your Agent Group list Click on the button to save your landing page Agents Group list. 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 Assigned Groups list back to last saved state. All groups that were moved into the Assigned Groups section will revert alphabetically back to the Available Groups section. 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.

9 CREATE, SELECT, AND DELETE A THEME Create: To create a New Theme click on the button. 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. Select a Theme: To Select a Theme, choose the theme from the Current Theme drop down menu. Highlight and click on your preferred theme to edit. Delete a Theme: To Delete a Theme Click on the choose yes to delete. button. Next, you will be prompted to verify your deletion,

10 EDITING THEMES 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. 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. Request Form: This 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. 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.

11 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 the changes. button. Your theme will instantly reflect ***Note: once you have saved your page settings, you will not be able to reload page back to the old layout. Reloading Theme Settings: Click the button to reload your Theme Settings list back to last saved state. All changes that were Theme, will revert back to last saved default settings.

12 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 LYNC 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 Lync 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 immediately available Red means at least 1 or more agents are online, but are busy. They may take a few minutes to respond. Yellow means all agents are currently set to away. Gray means all agents are offline.

13 NO WAITING IN QUEUES, INSTANT COMMUNICATION If the group is set to offline or away, 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 . INSTANT MESSAGING Once a chat request is submitted, all available Lync agents in the selected group will receive a Lync toast invitation to the conversation. One or more Lync 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 the Lync agent can drag in other Lync contacts to include them in the instant message conversation as needed. The website visitor will see all the messages typed by all participants in the Lync meeting. ESCALATION OPTIONS ETC Webchat provides basic instant message functionality. For most conversations with website visitors, this should be enough, however some users may need talk on an audio call or be able to share their desktop. With that in mind, we have built in a few escalation paths. First, all website visitors fill out a short form to start a chat including: Name Phone number address The information that the user fills out can be displayed in the Lync client via a custom Lync Extension, shown on right. If the Lync agent clicks the displayed phone number, then Lync will call that phone number, joining the website visitor to the Lync Meeting s audio via their phone. This is used when only audio is needed. If the Lync agent clicks the Invite to join Lync Meeting button, then the join now url for the Lync meeting is sent via instant message to the website visitor. The website visitor can then click on that link to join the Lync meeting using the standard Lync attendee or browser client as an anonymous user. From there they will have all the standard Lync features like desktop sharing, audio/video, etc.

14 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' 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 was sent. Available Request Sent Request Sent Available No Request Sent Busy No Request Sent Offline

15 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 agent has been has been exhausts, then the process will repeat from the top of the Agent Group List. Round Robin 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 Request Sent No Request Sent Has Been Available For 10 Min Has Been Available For 5 Min No Request Sent No Request Sent Busy Offline

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