The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
The desktop administrator configures the agent desktop URL in Cisco Agent Desktop (CAD) to enable the agent to chat with the customer.
Step 1 |
Choose the web chat agent desktop URL from the Work Site of your integrated browser to log in to the agent desktop. Accept the certificate and confirm the request to remember this certificate for future reference.
|
||
Step 2 |
Enter your credentials in the Cisco Unified CCX Web Chat Agent Desktop window, and then click Sign In.
![]() After you log in, the Web Chat Agent Desktop home page opens and displays your user ID as shown in Figure 2. ![]() See Table 1 for information about the agent option buttons that appear on this page. |
||
Step 3 | Select Ready to inform Unified CCX that you are available to receive incoming chat requests. | ||
Step 4 |
When a chat contact is assigned to you, your state changes to Busy and the incoming alert bar is displayed on the Web Chat Agent Desktop as shown in Figure 3. Click Accept.
![]() After you accept the chat contact, a chat window opens with the following message: Connecting to chat room.After you connect to the chat room, you are ready to chat with the customer. In Figure 4 you can see the customer name and the chat details provided by the customer in the left pane of the chat window and in the right pane you can chat with the customer. ![]() |
||
Step 5 |
Click End to end the chat session. After the chat completes, you return to the Ready state to accept a new chat contact.
|
||
Step 6 |
Click Sign Out to exit the application. The following table describes the agent option buttons that appear on the Web Chat Agent Desktop home page. |
![]() Note |
Perform these procedures on the Unified CCX server and the Cisco SocialMiner server to avoid browser certificate errors. |
![]() Note |
Perform this procedure on the Unified CCX server and the Cisco SocialMiner server to avoid certificate errors. |
Step 1 | Click Certificate Error to the right side of the address bar. |
Step 2 | Click View Certificates. |
Step 3 |
Click Install Certificate as shown in Figure 1.
|
Step 4 |
Click Next as shown in Figure 2.
|
Step 5 |
Click the Place all certificates in the following store radio button as shown in Figure 3.
|
Step 6 | Click Browse and select Trusted Root Certification Authorities as shown in Figure 3. |
Step 7 | Click Next as shown in Figure 3. |
Step 8 |
Click Finish as shown in Figure 4.
|
Step 9 |
Click Yes as shown in Figure 5.
|
Step 10 |
Click OK as shown in Figure 6.
|
Step 11 | Click OK. |
During a chat session, if the customer closes the browser or if the customer stops chatting for a lengthy amount of time, you get the following message:
Install your certificate. See the procedure Install certificate for Internet Explorer.
This error means that your Cisco SocialMiner certificate is not installed. To install your certificate, enter the SocialMiner Fully Qualified Domain Name (FQDN) in your browser. Then, perform the certificate installation procedure.
Restart your browser and type the URL.
For more information, see http://docwiki.cisco.com/wiki/SocialMiner_Release_9.0(1)#Avoiding_certificate_warning.
If one agent desktop URL does not work, try the other URL in an HA setup.
Your firewall may be blocking your outgoing communications to the Unified CCX server. To check, ping Unified CCX by its FQDN from the client machine: $ping uccx.foo.com. If ping fails, try to route to the Unified CCX: $nslookup uccx.foo.com. If the nslookup command fails, consult your administrator.
You get the following message:
Another agent has logged in with the same ID. Your agent desktop will log out.
Then, you are routed back to the login page.
You get the following message:
You are alone in the chat room. Click End to close the chat interface.
The chat does not end until you click End. This feature allows you to collect your wrap-up data before you start a new chat session. If you click End and the chat does not end, refresh or close the browser to force the chat to end and to log out.
You get the following confirmation popup message:
Are you sure you want to sign out after the current chat session?
Click Yes to sign out after the active chat session or click No to cancel sign-out.
Due to technical issues you are being logged off
and you are logged out.
You are directed to the login page and must log in again. If you cannot log in immediately, wait a little while and try again.
You are moved to the Logout state and the Sign Out option is disabled, but you still continue to chat with the customer. After you end the chat you are redirected to the login page.