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Instant messaging
112 NN44400-114 Contact Center Agent Desktop 2 December 2010
Consulting on an instant message using Contacts Presence
Consult on an instant message with another person after you confirm that the
person is available by using Contacts Presence.
Procedure steps
Step Action
1 On the Agent Desktop, click Contacts Presence.
2 To consult an agent from your contacts list, click My Contacts tab, and
perform step 4 to step 6.
3 To consult an agent from an Instant Experts group, click CC Contacts tab, and
perform step 4 to step 6.
4 Determine the person with whom you want to consult, and confirm that they are
available.
5 Right-click the name of the person, and then click Consult.
The person you want to consult must click Accept. The current instant
message text then appears in the person’s Conversation window.
6 When your conversation is complete, click Close.
--End--
Conferencing an instant message using Contacts Presence
Conference an instant message with another person after you confirm that the
person is available by using Contacts Presence.
Procedure steps
Step Action
1 On the Agent Desktop, click Contacts Presence.
2 To conference with an agent from your contacts list, click My Contacts tab,
and perform step 4 to step 7.
3 To conference with an agent from an Instant Experts group, click CC Contacts
tab, and perform step 4 to step 7.
4 Determine the person with whom you want to consult, and confirm that they are
available.
5 Right-click the name of the person, and click Conference.
A new Conversation window appears.