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New in this release
8 NN44400-114 Contact Center Agent Desktop 2 December 2010
The administrator selects the contact types an agent can be presented with
while the agent is active on another contact. This is called interruptibility. You can
receive a multimedia contact while you are working on a voice call, or, you can
receive a voice contact while you are working on a multimedia contact.
New contact types
Agent Desktop supports Short Message Service text messaging, fax messages,
voice mail messages, and scanned documents.
Short Message Service (SMS) text messaging is a standardized
communications protocol for the exchange of short text messages between
SMS-enabled devices. SMS text messages from customers are forwarded by an
SMS gateway to an e-mail address within the contact center. The Contact
Center Multimedia E-mail Manager retrieves the SMS text message and queues
it to the appropriate skillset.
Fax messages from customers are forwarded by a fax server to an e-mail
address within the contact center. The Contact Center Multimedia E-mail
Manager retrieves the fax attachment in TIFF format and queues it to the
appropriate skillset.
Voice mail messages from customers are forwarded by a voice mail server to an
e-mail address within the contact center. The Contact Center Multimedia E-mail
Manager retrieves the voice mail attachment in WAV format and queues it to the
appropriate skillset.
A scanned document is an electronic version of a printed page or document.
Scanned documents from customers are forwarded by a document imaging
server to an e-mail address within the contact center. From here, the Contact
Center Multimedia E-mail Manager retrieves the scanned document attachment
in TIFF format and queues it to the appropriate skillset.
Agent statistics
Agent Desktop now displays skillset-related statistics. You can view skillset
related statistics on the action bar or in more detail in pie chart or bar chart format
in the Statistic control. Supervisors can display statistics for all skillsets in pie
chart or bar chart format.
E-mail editor improvements
The Agent Desktop e-mail editor supports the following features.
• Undo (Ctrl+z) support
• Colored text
• Highlighted text
• Ruled lines