Setting Up the Call Center Mode 

Use

You can enable Interaction Center agents to log on to the B2C Web shop to help customers who have a problem. The agent logs on using his own credentials, for example, this could be an email address and password, selects the business partner he wishes to help, and enters the shop in the same mode as the customer. The agent can then determine what error has occurred during the customer session, and either help the customer to resolve the problem himself, or act on behalf of the customer to rectify the problem.

If the customer has saved a shopping basket and is in change mode, he must log off from the shop for the agent to log on. If the customer is simply viewing a document, for example an order,  then he just needs to close the document, but can remain logged on whilst the agent checks what has happened and makes the necessary changes to the order.

This is not a co-browsing function, the customer cannot observe what the agent is doing in the Web shop.

 

Prerequisites

●      The Interaction Center agent must have the necessary authorizations assigned to his user, to enable the logon to the provider shop and customer selection.

●      The customer must have maintained a verification word to identify himself to the Interaction Center agent. For more information, see Verification Word for Call Center Mode.

●      The necessary settings have been made in Customizing at Customer Relationship Management ® Web Channel ® Basic Settings ® Activate Links from CRM WebClient UI to Web Channel Applications ® Start Web Shop in Interaction Center Mode.

Procedure

You enable the use of Interaction Center mode in Extended Configuration Management (XCM) for the provider shop:

...

       1.      Log on to http://<server:port>/b2c/admin/xcm/init.do.

       2.      Choose Start ® Components ® Customer ® user ® callcentermode.

       3.      Set the parameter CallCenterMode  to True.