The Web Components

Someone employed at the customer site where the multichannel software is being deployed typically handles the work involved to integrate the Web components. The individuals responsible must resolve any firewall issues and perform some tests. This work requires people at the site who can configure the company's phone system, who know about the agents, skill groups, and phantom lines, and who are able to simulate typical agent and caller interactions. Someone knowledgeable about the company's Internet network and Web development and someone who knows the company's business rules are also needed. Here are some helpful tips:

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