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Instant messaging
108 NN44400-114 Contact Center Agent Desktop 2 December 2010
• Using spelling checker in an instant message (page 110)
• Viewing personnel using Contacts Presence (page 110)
• Transferring an instant message using Contacts Presence (page 111)
• Consulting on an instant message using Contacts Presence (page 112)
• Conferencing an instant message using Contacts Presence (page 112)
• Transferring an instant message using the work item control (page 113)
• Consulting on an instant message using the work item control (page 113)
• Conferencing an instant message using the work item control (page 114)
• Ending an instant message (page 114)
Accepting an instant message
Accept an instant message request to communicate with a customer. When an
instant message contact is routed to you, it appears in the Telephony toolbar.
The Accept and Reject buttons flash.
Prerequisites
• Ensure that you work with an Office Communications Server in your Contact
Center.
• Ensure that your status is Ready.
• Ensure that you have been assigned a skillset to handle instant messages.
Procedure steps
Step Action
1 On the new IM work item, click Accept.
The top pane of the Agent Desktop shows the customer details and history of
all past interactions with the contact center. The bottom pane shows the text
window and the tools available for instant messages.
--End--
Declining an instant message
Decline an instant message request if you are sent a contact that you cannot
receive. When an instant message contact is routed to you, it appears in the
Telephony toolbar. The Accept and Reject buttons flash.