Maintenance Manual

14 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
5. Status bar: The status bar is present at the bottom of every screen. It displays the following information:
 The user name with which the user has logged in the system.
 The language currently in use.
 The status of the system (Loading, Ready, etcetera).
Key Terms and Concepts
 Chat activities: An activity created for a chat session between a customer and an agent. A chat is a real time
interaction between an agent and a customer where they exchange text messages. As part of a chat, agents
can also push web pages to customers. Based on how chat activities are routed to agents, they can be
categorized as Standalone chats and Integrated chats.
 A standalone chat is routed to a standalone queue. Based on the queue configuration, the activity is
either routed to, or pulled by a standalone agent.
 An integrated chat is routed to an integrated queue, and a message is sent to Unified CCE. Unified CCE
processes the activity and assigns the chat to an available IPTA agent. If there is no IPTA agent available
at that time, Unified CCE informs Unified EIM & WIM to route the activity to an available NIPTA
agent.
 Callback activities: An activity created for a web callback session between an agent and a customer. In
callback activities, the customer provides personal details (including the phone number) in a customized
web form, and the system automatically generates a call activity and assigns the activity to an agent.
 Delayed callback activities: An activity created for a delayed web callback session between an agent and a
customer. In delayed callback activities, customer provides the personal details (including the phone number
and a delay time, after which he wants to receive the call) in a customized web form, and the system
automatically creates a call activity after the specified delayed time and assigns the activity to an agent.
 Template sets: Template sets consist of HTML, CSS (cascading style sheets) and JS (JavaScript) files. The
CSS files control the look and feel of the Chat and Callback windows. The JS files contain the logic used to
render data in the Chat and Callback windows. Templates are also used to determine the type of information
collected on the web form and used to identify the customer (e.g. name, email address, phone number). You
can also compose messages that the customer will see under certain circumstances (e.g. if they request a chat
session out of hours). The system comes with two template sets, Sunburst for chats and Rainbow for
callback and delayed callback activities. For more details, see “Chat Template Sets” on page 19 and
“Callback Template Sets” on page 57.
 Entry points: An entry point defines the starting point from which customers initiate chat and web callback
interactions. Every help link on a website is mapped to an entry point and each entry point has a queue
associated with it. Different template sets can be used with the same entry point. The queue is used to route
activities to agents while the template set determines the look and feel of the different pages displayed to
chat customers. For more details, see “Entry Points” on page 73.