No browser plugin is required (Silverlight or flash) – This enables our chat application to work on most major desktop and mobile browsers.

WebChat Works With Most Browsers

If the group is set to ‘busy’, ‘away’ or ‘offline,, then the user will see a ‘Send Email’ button instead of the ‘Chat Now’ button.   This allows the website visitor to send an email to the group. If there is no response to the chat request, then the website visitor is given the option to submit an email.

WebChat no waiting in queues

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

  • Name
  • 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.

WebChat has multiple escalation options

ETC Webchat will include an administrative portal website where several branding options will be configurable.   For example, font, font color, font size, background colors, etc will all be configurable via a user-friendly interface. This portal site will require AD authentication to access.)


WebChat is themeable

Group Routing Options will add flexibility and efficiency to incoming IM requests. Clients will now be able to add routing methods to each group that is created. These routing methods are listed below.

  • Everyone – When the customer sends the chat request, the invites are sent to all agents who have their Skype for Business/ Lync Presence set to Available in that group. For those agents who have their Skype for Business/ Lync status set to busy, away or offline, you’ll notice that no chat requests was sent.
  • Round Robin – The first time that the IM request is sent from the customer it will go to the first available agent in that agents Group List. Once that agent has accepted the invite, then the second requests that comes in will go to the next available agent in that list, and so on. If an agent has their status set to Busy, Away or Offline, then the routing engine will skip that agent and automatically go to the next available agent down the list. Once the list of agent has been has been exhausts, then the process will repeat from the top of the Agent Group List.
  •  Longest Idle – Will Route the instant message request to the agent whose Skype for Business/ Lync presence has been set “Available” for the longest. On the Diagram below, Agent 1 has been available for 10 min, and Agent 2 has been available for 5 min. This routing method will send the chat request to Agent 1 since their status has been available for the longest.  
WebChat offers routing options

Each group has a live status Icon:
– Green means there are at least 1 or more agents immediately ‘Available’ in that group.
–  Gray means all agents in that group are ‘Busy’, ‘Away’, or ‘Offline’.

WebChat uses real time Skype/ Lync presence

Once a chat request is submitted, all available Skype for Business/ Lync agents in the selected group will receive a toast invitation to the conversation.   One or more Skype for Business/ Lync agents can join the meeting and chat with the website user.   Both the agent and the website user will see ‘typing’ notifications as the instant message conversation progresses and the agent can drag in other Skype for Business/ Lync contacts to include them in the instant message conversation as needed.   The website visitor will see all the messages typed by all participants in the Skype for Business/ Lync meeting.

WebChat integrates with Skype for Business

Multiple landing pages allows you to create different versions of the WebChats landing page and have them linked from different sections of your website. With the flexibility of multiple landing pages, each WebChat landing page will have its own set of agents groups.

WebChat has multiple landing pages
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