ETC Webchat provides basic instant message functionality. For most conversations with website visitors, this should be enough, however some users may need talk on an audio call or be able to share their desktop. With that in mind, we have built in a few escalation paths. First, all website visitors fill out a short form to start a chat including
- Phone number
- Email address
The information that the user fills out can be displayed in the Skype for Business/ Lync client via a custom Extension, shown on right. If the Skype for Business/ Lync agent clicks the displayed phone number, then the client will call that phone number, joining the website visitor to the Skype for Business/ Lync Meeting’s audio via their phone. This is used when only audio is needed. If the agent clicks the ‘Invite to join Meeting’ button, then the ‘join now’ url for the Skype for Business/ Lync meeting is sent via instant message to the website visitor. The website visitor can then click on that link to join the meeting using the standard Skype for Business/ Lync attendee or browser client as an anonymous user. From there they will have all the standard Skype for Business/ Lync features like desktop sharing, audio/video, etc.