Support by Internet Telephony 

Use

Internet telephony allows PC-to-PC voice communication over the Internet.

As a customer, you can requests agents for support. As an agent, you can support online customers by answering their online requests. During a call, agents can also E-mail messages to customers.

Prerequisites

·        Atleast one customer is online or has requested for support through Internet telephony.

·        Agents have accessed Live Web Collaboration and made themselves available.

·        Agents have installed Microsoft NetMeeting.

·        Both the agent and the customer have a headphone with speakers connected to their computers.

Activities

       1.      In the Customer section, choose the customer you want to speak to and click Pick Request.

By default, the following information is displayed:

·         IP address of the customer is displayed in the Internet telephony tab.

·         Information about the customer, you are currently calling, is displayed in the BP Information tab.

       2.      Click Call.

The line is connected.

       3.      Speak to the customer.

       4.      If you want to E-mail a note to the user while speaking, you can enter the note in the Notes field and choose E-mail.

       5.      If you want to save the E-mail you sent to a customer, click Save.

       6.      Once you finish speaking to a customer, click Hangup.

The line gets disconnected.

       7.      If you want to speak to a different customer, repeat steps 1 to 6.

       8.      Once you complete speaking with all the customers, click Exit.

A message appears asking you about the status of the interaction with the customer, and the communication is saved.

       9.      If you want to save and annotate the communication, enter your notes in the Comments field and click Save.