Configuring CyCC for Web Chat
Overview
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Offer your customers and partners an easy way to get instant access to your team via Web-Chat Instant Messaging. CyChat can be deployed stand-alone, enhancing Web Chat into your customer service mix, and/or integrated with our CyCC for agent Multi-Media Contact Centre functionality.
Customer Chat request form Agent Screen
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Supervisor Screen
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Requirements
- CyChat module (click here for the CyChat Forum)
- CyChat requires Microsoft IIS to host the server web components.
- CyChat also requires Internet Explorer v6 or above for the client
- A website that provides the ‘Web Chat' button, preferably runs on Microsoft IIS Web Server, that links to the CyChat request page.
Configure CyChat
A Chat Source must be created from the CyChat administration page. The chat source information will be matched against the CyCC configuration shown in the next section. Please click here for more information.
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Configure Queue
The Chat request is sent to the next available agent through a queue. It is assumed that readers already have knowledge on how to create queues (Queue type: Queue) and assign agents to it within the system by using the CyDesk Manager application.
Create the CyChat reference to Queues
The CyChat node in CyDesk Manager needs to be configured by matching the source name in CyChat with a queue. Please click here for more information.
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