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Short Message Service text message
96 NN44400-114 Contact Center Agent Desktop 2 December 2010
• Click Replace to replace the word with the suggested text.
• Click Replace All to replace all instances of the word with the suggested
text and to add the word to the dictionary.
• Click Options to configure conditions for the spell-check feature, such as
to ignore words with digits or words in uppercase.
• Click Cancel to terminate the spell-check feature.
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Closing an SMS text message contact
Close the SMS text message when the contact is complete. When you close a
contact, select a Closed Reason code. The Closed Reason codes that appear
are applicable to the contact type being closed.
Procedure steps
Step Action
1 Click Close to complete the contact.
2 Select one of the configured Closed Reason codes that best describes the
reason you closed your SMS text message.
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Transferring an SMS text message
Transfer an SMS text message to another skillset or to a specific agent within
the contact center.
When you transfer an SMS text message to a skillset or agent, you also transfer
ownership of the contact.
Procedure steps
Step Action
1 Click Transfer.
2 Click the Skillset tab to assign the contact to any agent with a particular
skillset, or click the Agent tab to assign the contact to a specific agent.
3 Select the skillset or agent to which you want to transfer the SMS text
message.