Page 20 - Introduction
Multimedia Contact Handling
Page 20 - Multimedia Contact Handling
MultiMedia Module iContact Manual
Introduction
40DHB0002UKDB – Issue 2 (04/2003)
Multimedia Contact Handling
Introduction
This Section delves into the methods by which you can manage your inbound and
outbound contacts. iContact is designed to supply both current and historical data with
the contact so you can respond knowledgeably and personally to different requests.
Furthermore, iContact offers several different options for contact handling.
Contact Handling Procedures
Regardless of media interaction type, handling a contact incorporates steps that
include selection and acceptance, reviewing information, responding to the request and
ending the call. Be sure to check your User Properties to confirm the operating mode
you are in before responding. During the time you are treating a contact you are in Not
Ready status and will not receive any new contact requests until the current one is
completed. However, internal phone calls and internal E-mails directed to your
extension will still be available.
Action
Agent status after action
Preview timeout
Not ready
Reject the call
Ready
Accept, then close the call
Not ready
Accept, then follow up the call
Not ready
