Properties and Internal Collaboration Features
Internal Collaboration Features - Page 17
MultiMedia Module iContact Manual
Properties and Internal Collaboration Features - Page 17
40DHB0002UKDB – Issue 2 (04/2003)
Internal Collaboration Features
Internal Collaboration Features
Viewing Team Member Status
iContact furnishes the means to communicate with other members of your workgroups.
When you are required to transfer a call to another member, you can check to see if
the individual is engaged in other contact activities or is available to answer prior to
sending it through. You also have the ability to send text messages to another team
member even when he/she is busy handling a contact. You can make internal phone
calls. You can also send e-mail internally. Before you take a break, you should check
the status of other team members to ensure there is adequate coverage for handling
the current volume of contacts.
1. Click the
Team Members
icon on the Vertical Icon Bar. The icon displays the
number of team members currently logged on to the system. The Team Member
Window opens in the Contact Window.
2. An icon displays the status of agents as follows:
- Logged-on and available
- Logged-on but busy/unavailable
- Logged off.
3. Right click on the team member’ icon you want to contact.
A menu appears allowing you to select from any of the enabled collaboration media.
4. Click the
Team Members
icon again to close the window.
Making an Internal Phone Call
You can use the internal phone collaboration feature to make a telephone call to a
member of your workgroups.
1. Click the
Team Members
icon to view the status of work group members.
2. Select the team member from the Team Member Window. If he/she is available,
right click on the name. A pop up menu will appear.
3. Click
Make a Phone Call
on the pop-up menu. You will be connected to the team
member.
4. Click
Hang-up
to disconnect.
5. Click the
Team Member
icon to close the window.
