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Instant messaging
114 NN44400-114 Contact Center Agent Desktop 2 December 2010
2 Determine the person with whom you want to consult, and confirm that they are
available.
3 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.
4 When your conversation is complete, click Close.
--End--
Conferencing an instant message using the work item control
Conference an instant message to another available agent using the work item
control.
Procedure steps
Step Action
1 On the work item, click the Conference control.
2 Determine the person with whom you want to conference, and confirm that
they are available.
3 Right-click the name of the person and click Conference.
A new Conversation window appears.
4 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.
5 When you want 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--
Ending an instant message
End an instant message when the contact is complete.
Procedure steps
Step Action