Multimedia Contact Handling
Contact Handling Procedures - Page 21
MultiMedia Module iContact Manual
Multimedia Contact Handling - Page 21
40DHB0002UKDB – Issue 2 (04/2003)
Contact Handling Procedures
Request Mode
In Request Mode, all contact requests will arrive on the desktop as single entries, in the
order in which they have been received and according to the priority assigned to the
media type. For example, you may be assigned to respond to both chat and e-mail
requests. Since a one-to-one chat request assumes there is a sender waiting for
response, chat requests may take priority over e-mails. Therefore, the system will send
notification of the chat request and resume sending e-mails only when there are no
chat requests waiting in the queue.
When working in Request Mode refer to your User Properties. If the
Auto Request
Every
checkbox is checked, you will automatically receive contact requests at the
designated interval (for example, 10 seconds after completing the previous contact). If
the box is not checked, new contact requests will arrive in your inbox only when you
click the
Request
button on the toolbar.
Contact Handling
1. Contacts appear as single entries in your Inbox. Details appear in the Content
Window.
2. If the auto-accept mode is enabled, there will be no preview time. The contact will be
automatically delivered to your desktop. Interaction time will begin running as soon
as the contact appears on the screen.
3. If auto-accept is not enabled, click
Accept
on the Toolbar or File menu to accept the
contact. Interaction time will begin running when the contact is accepted. If you do
not accept within the defined preview parameters, the contact will be returned to
queue. Or click
Reject
to send it back to the queue.
