The following 'storyboard' represents a common click to chat scenario experienced by many our customers.

Overview: This scenario assumes that the click to chat link will be provided within an enterprise portal and that the experts will be using a Sametime Connect client to process the IM messages.  This scenario accepts an inbound request via a portal page, notifies experts of the request, and then demonstrates how an expert will retrieve the request. 

This basic example does not include a decision suppot tree, integration with external systems, integration with a CRM system, or integration with a enterprise token service.

Step 1: A Click to Chat link is provided on an internal portal, external web site, or within the Sametime/OCS contact list

Step 2: A survey form prompts for the visitor for some basic information

Step 3: The Queue Manager web client begins a conversation with the visitor, notifies the visitor of the average wait time, and enters the visitor into the appropriate enterprise queue.

 

Step 4: Experts are notified via a Sametime IM message, the experts review the visitor's question using the monitoring panel, and the expert begins a conversation with the visitor

Step 5: After the conversation is finished, all of the information about the conversation (including wait time, chat history and questionaire information) is stored in a central logging database and available to the Measurement and Reporting system.