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NN44400-114 Contact Center Agent Desktop 2 December 2010 113
Instant messaging
6 Click Complete Conference.
The new Conversation window closes and the original Conversation window
reappears. When the new person begins typing, the participant list above the
text displays updated contact information for all participants in the conference.
7 To leave the conference, click Close.
A message in blue appears in the Conversation window to indicate when a
participant leaves the conference. The departure is added as an Action to the
Contact History.
--End--
Transferring an instant message using the work item control
Transfer an instant message to another available agent using the work item
control.
Procedure steps
Step Action
1 On the work item, click the Transfer control.
2 Determine the person you want to transfer the instant message to, and confirm
that they are available.
3 Right-click the name of the person and click Transfer.
The person you want to transfer the instant message to must click Accept. The
current instant message text then appears in the person’s Conversation
window.
4 Click Complete Transfer.
The instant message is now transferred to the person and is no longer
displayed on your Agent Desktop. Your status is set to Ready.
--End--
Consulting on an instant message using the work item control
Consult on an instant message with another available person using the work
item control.
Procedure steps
Step Action
1 On the work item, click the Conference control.