Page 26 - Responding to Specific Media Contact Requests
Multimedia Contact Handling
Page 26 - Multimedia Contact Handling
MultiMedia Module iContact Manual
Responding to Specific Media Contact Requests
40DHB0002UKDB – Issue 2 (04/2003)
WWW Requests
Inbox fields
When a W WW request arrives, it will appear in the Inbox. It will provide the following
information:
WWW fields
Descriptions
ID
The reference number assigned to the interaction
Media Name
The name of the WWW 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.
Call Back Number
If the contact person has provided a phone number, it will
appear here.
Responding to a WWW Request
1. After accepting a WWW request, the entire message will appear in the Content
Window. Click the
Web browser link
and iContact will bring up the HTML page.
You can view the page from which the contact person initiated the Web request.
2. To close the Web browser, click the
X
in the upper right hand corner of the page.
3. If the sender has provided a phone number you can initiate a callback. The number
will appear in the Phone Number field in on the Toolbar. If no number has been
provided, you may type one in.
4. Click the
Dial
icon to dial the number.
5. When the call is completed, click the
Hang-up
button again.
