Web Collaboration with the Visitor (Two-Way Page Pushing) -- JAVA AND ACTIVEX CLIENTS ONLY

Here is an example of a Visitor logon screen. To enable the Web Collaboration feature, you must check the box beside that selection. When ready, click the Go button.

Starting the function, however, is still at the discretion of the customer service Agent.

In this example, the Agent is working in Tech Support for eShare Communications, Inc. You (the "Visitor" to the site) are a customer who has logged on and wants to tell the Agent about a problem you are having with the Administrator. Instead of trying to make you try to explain the problem, the Agent enables Web Collaboration so you can show the Agent the problem with your Administrator settings.

When the Agent enables the Web Collaboration and Form Assistant features, this notification will display in your browser. The message displays on both the customer service Agent’s and your own browser that Web Collaboration and the Form Assistant has been enabled. The Agent sees the URL of the Web page you are viewing on their browser.

To continue with the example, the Agent then asks you to show him the problem with the Administrator settings. You respond by typing the URL of the page he wants to show, and the entry will look like this in your (ActiveX Client) chat field:

Note: The above image was created using an ActiveX client. If the URL is typed in the “Chat Entry” field using a Java client, the text does not turn blue and does not become a link. When Web Collaboration is enabled with a Java client, you (the "Visitor") must click on links within the NetAgent provided browser (in the top frame of the Vistor Login screen).

Note: You MUST type the URLs of pages in Web Collaboration in the chat text entry field. DO NOT type the URL into the “Address” (in IE5) or “Location” (in Netscape) fields. If you do, you will disconnect yourself from the NetAgent server.

Once Web Collaboration is enabled, you can display pages in both your own screen and the Agent’s screen. The Agent, in turn, can also “push” different pages with information and possible solutions back to your screen. If you “push” a page to the Agent, both will see it. If the Agent “pushes” a page to you, both will see it.