Page 2 - Contents
Page 2 - Contents
MultiMedia Module iContact Manual
40DHB0002UKDB – Issue 2 (04/2003)
Introduction........................................ 3
How does it work? ..................................... 3
How this Guide is organized ...................... 4
Who should use this guide .......................... 4
Related documents ..................................... 4
Document Symbols and Conventions ......... 4
Important! Before you Begin… .................... 4
iContact Initial Configuration Setup 5
Introduction ................................................ 5
Configuration Properties Menu .................. 5
iServer Property settings ............................. 5
Telephony Property Settings ....................... 6
Using iContact ................................... 7
Introduction ................................................ 7
Starting iContact.......................................... 7
Logging on to iContact ................................ 7
Exiting iContact ........................................... 7
Introduction to the iContact Interface ......... 8
Menu bar ..................................................... 8
File Menu..................................................... 8
View Menu................................................... 8
Help Menu ................................................... 8
Toolbar ........................................................ 9
Vertical Icon bar ........................................ 10
Status bar........................................................10
Inbox.......................................................... 11
Media Status ...................................................11
Preview Window .............................................12
Content Window..............................................12
Properties and Internal Collaboration
Features............................................ 13
Properties Menu ...................................... 13
Viewing the Properties Menu .................... 13
User Properties settings..................................14
Genie Properties settings................................15
Outlook Properties Setting ..............................16
Internal Collaboration Features................ 17
Viewing Team Member Status .................. 17
Making an Internal Phone Call .................. 17
Sending an Internal Memo ........................ 18
Sending Internal e-mail ............................. 19
Multimedia Contact Handling ......... 20
Introduction .............................................. 20
Contact Handling Procedures .................. 20
Request Mode ........................................... 21
Contact Handling ............................................21
Selective Mode .......................................... 22
Contact Handling ............................................22
Follow-up ................................................... 23
Rescheduling a Contact..................................23
Rescheduling a Telephony Call ......................23
Closing a Contact ...................................... 24
Closing a Contact............................................24
Stopping and Starting the Flow of Contacts24
Responding to Specific Media Contact
Requests ................................................. 25
Inbound Telephone Contacts .................... 25
Inbox Fields.....................................................25
Responding to an Inbound Telephone Request25
Fast Transfer...................................................25
Supervised Transfer........................................25
WWW Requests ........................................ 26
Inbox fields......................................................26
Responding to a WWW Request ....................26
E-mail Requests ........................................ 27
Inbox fields......................................................27
Replying to an e-mail Request........................28
Chat Requests........................................... 29
Inbox Fields.....................................................29
Responding to a Chat Request.......................30
Proactive Outbound Campaign Contacts .. 31
Inbox Fields.....................................................31
Initiating a Proactive Campaign Contact.........31
Initiating New Contacts ............................ 32
Making an Outbound Call (Single Line) ..... 32
Using Outlook with iContact .......... 33
Introduction .............................................. 33
iContact Outlook Interface ....................... 33
Accessing iContact’s Outlook .................... 33
Menu bar .........................................................33
Internal Collaboration Features ................. 34
Sending Internal e-mail ...................................34
Glossary ........................................... 35
Index ................................................. 37
Contents
