Multimedia Contact Handling
Responding to Specific Media Contact Requests - Page 25
MultiMedia Module iContact Manual
Multimedia Contact Handling - Page 25
40DHB0002UKDB – Issue 2 (04/2003)
Responding to Specific Media Contact Requests
Responding to Specific Media Contact Requests
Inbound Telephone Contacts
By default, the Interaction Server gives priority to Telephone requests over all other
incoming media requests. The iContact interface includes all basic telephone functions
such as dial, answer, hold, transfer and conference. The telephone set at your
workstation can provide backup in the event of a service disruption to your computer.
The iContact is designed for use with a headset that is plugged into the telephone set.
Inbox Fields
When you receive an inbound call, it appears in the Inbox. The fields are populated
with the media name, received time, contact’s name and ID, when they can be
matched to information in your database.
Telephony fields
Descriptions
ID
The reference number assigned to the interaction
Media Name
The name of the telephone queue
Received
Time and date at which the request was received by the
system.
Contact Name
The name of the contact person as it appears in the database.
Customer ID
Contact’s account number.
Responding to an Inbound Telephone Request
The screen is populated with the caller’s telephone number in the dial box on the
toolbar. If you are in the non-auto answer mode, it is necessary to click on the
Answer
icon on the toolbar to accept an inbound call. After accepting, you can put the caller on
hold, conduct a conference call, or transfer the call to another user, or simply hang-up
to conclude the conversation and mark the call as completed. Transfer and conference
capabilities may not be available on all telephony platforms.
Fast Transfer
You can transfer contact requests to an individual or a queue. If the individual is
engaged in handling another contact, the transferring contact will go automatically to
the queue to await treatment.
1. To transfer a call, enter a
phone number
in the phone number or extension field.
2. Click
Fast Transfer
.
Supervised Transfer
You can transfer contact requests to an individual. When the individual answers you
can enquire if they wish to accept the call and then either transfer the call of return to
the caller.
1. Press
Hold
and enter a
phone number
in the phone number or extension field.
2. Click
Dial
and, when answered, either click
Hold
again to return to caller or hang-up
to transfer the call.
