Start a Web CCA Chat Session

To start a Web CCA chat session:

1. Click on the Chat button located on the right side of the top bar.
   
   
2. When the PhoneBook window opens, displaying a list of all Agents Logged In to the Web CCA. Click the member you wish to add to your chat session and click Chat.
   
   
   
   
3. Alternatively, if there are many Agents logged in to the Web CCA, in the Search field, located on the top right of the screen, type the agent you wish to chat with, and hit Enter.
   
   
   
   
4. If the Agent you are searching for is logged in, the Agent's name appears in the Agent list. Click the member to initiate the chat session.
   
   Note: Depending on how many agents are logged in to the Web CCA, there may be multiple pages listing the agents. Use the First, Previous, Next, and Last buttons located on the lower left of the screen to navigate through the pages to find the agent you wish to chat with.
    
5. The Chat window opens (see screenshot below).
   
   
   
   

• (#) sessions – indicates how many chat sessions you have in progress.
• About – indicates whether this is an Agent to Agent (A2A) chat or Client to Agent chat. During an Agent to Agent chat, A2A is displayed here, to indicate that the chat is occurring between two Agents. If the chat is initiated by a client, the Queue name the chat came in on is displayed
• Initiated by – indicates who initiated the chat.
• Send – Click to send your instant message.
• Font – Click to change the font type and font colour of your messages. When Font is clicked, the Font dialog opens. From the Font Family drop down, select the font type. Click Font Color to open the color palette, select the colour of font you want and click OK. A Preview of what your font will look like appears at the bottom of the dialog box. Click OK to close the Font dialog and accept the font changes.
  
  
  
  
• Add User – Click to add another user into the chat session.
• Close – Click to close the chat window. 
• Normal – Select to proceed with a normal Agent to Agent, Agent to Client chat session. When Normal is selected, all members of the chat will see your messages.
• Whisper – Select during an Agent to Client chat, when there is more than one Agent on the call, to send a private message to the second Agent; when Whisper is used, the Client will not see the private message. 
  
  Note: If Whisper is selected during an Agent to Agent chat, all Agents will be able to see the message since private messages are sent to all Agents on the chat. No private messages can be sent from one Agent to another Agent.
  
  

If you are currently in a chat session and receive a new chat invite from a different user:

1. A new tab appears in your chat window. 
2. The chat window title bar along with the new tab are red in colour to notify you of the new chat session.