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Establishing a Collaborate Session

Perform the procedure in this section to establish a CollaborateSee Desktop Sharing. session.

To establish a Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. Collaborate session:

  1. In the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. drop-down menu, click Collaborate.

    The Agent Console displays the Collaborate page.

  2. In the Collaborate page, click Generate Session.

    The Agent Console creates a unique Collaborate session code and places the code in the Session Code text entry area.

    To the right of the Session Code text entry area, the Agent Console lists the URL of the Collaborate Web page.

  3. Help the customer connect to the Collaborate session.

    1. Communicate the URL of the Collaborate Web page and the unique Collaborate session code to the customer.

      You can use phone, chat, or email to provide the customer with the information they need to connect to the Collaborate session.

    2. After the customer connects to the Collaborate Web page, direct the customer to paste the Collaborate session code into the Enter Session Code text entry area then click Share My Computer.

      Figure 85: Collaborate Web page, Share My Computer dialog

    3. When the customer is prompted to run or save the program file downloaded by the Collaborate feature, direct the customer to click Run.

      If the customer receives an additional warning that the program's publisher could not be verified, direct the customer to click Run.

    4. When the Collaborate session prompts the customer to accept or reject the Collaborate session, direct the customer to click Yes.
    5. Point out to the customer that the Collaborate session displays a Disconnect Now button that the customer can click to immediately end the Collaborate session.
  4. In the Agent Console, in the Collaborate page, click Launch Viewer.

    The Agent Console creates a new browser session, then connects that session to the customer's computer. You can now use the Collaborate session to directly control the customer computer to provide hands-on assistance.

  5. To end the Collaborate session, in the session window, click Disconnect.

    You can also direct the customer to click their Collaborate session's Disconnect Now button.

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