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Creating a URL Library in Oracle Contact On Demand Administration Manager

Oracle Contact On Demand lets you compile a library of URLs or Web pages containing content that agents can use when assisting customers. For example, to give Oracle Contact On Demand the option to push URLs to customers who are waiting for an agent, you must add the URL to the URL library, then make the URL available as a Chat Push Page.

To create a URL library containing content that agents can use when assisting customers, complete the steps in the following procedure. This task is a step in Process of Setting Up Oracle Contact On Demand Administration Manager.

To create a URL library in Oracle Contact On Demand Administration Manager

1. Navigate to the Libraries screen, then URL view in Oracle Contact On Demand Administration Manager, and click Add.
2. On the URLs screen:
   1. Enter the URL name, description, and address.
   2. Specify the application that this URL serves.

      For example, select the Chat Push Page check box to make this URL available to agents handling chat customers, or to make this URL available automatically to a chat customer waiting for an agent.

      NOTE:  You can choose to make this URL available to other applications, such as, the following: FAQ, Script, Intelligent Chat, Intelligent Email, and Web Callback. For more information about these options and about creating a URL library, see Oracle Contact On Demand Administration Manager Guide.

   3. Click OK.
3. Set this URL as a push page for a chat project:
   1. Go to the Push Pages tab of a chat project:

      Navigate to the Options screen, then Projects view in Oracle Contact On Demand Administration Manager, select a chat project, click Edit, and then select the Push Pages tab.

   2. Select the push pages to display to users.
   3. If required, define a chat push page sequence.

      For more information about chat projects, see Setting Up a Chat Project in Oracle Contact On Demand Administration Manager.