Page 22 - Contact Handling Procedures
Multimedia Contact Handling
Page 22 - Multimedia Contact Handling
MultiMedia Module iContact Manual
Contact Handling Procedures
40DHB0002UKDB – Issue 2 (04/2003)
Selective Mode
In Selective mode you have total discretion as to when and how you want to respond to
media requests arriving in different queues. You may select contacts from any queue
on your desktop. When you click the
Media Icon
of the media type you wish to review,
a list of all the media waiting in that queue will appear in the Inbox.
Note:
Inbound telephone calls take priority over all other incoming media and
therefore “jump the queue.” Telephone calls must be answered before handling
contacts from other media queues.
Contact Handling
1. Double-click to highlight the record you want to view prior to accepting. (If Auto
Accept is enabled, you will automatically receive the contact for treatment.) Details
for the highlighted contact appear in the Contact Preview Window.
2. Click
Accept
on the File menu or Toolbar to accept the request. Once accepted, the
Content Preview Window will open. The system begins computing Interaction Time.
The timer continues to run until the contact is closed. Or, click
Reject
to send the
contact back to queue.
3. If you have not accepted within the defined Preview parameters, the contact is
returned to the queue.
Note:
Selective mode is not valid for telephony. This means that if the agent has more
than one telephony call waiting in the queue, only the information relating the
call in process will be displayed on the screen. Accept and reject buttons are
not available for telephony calls. Also there would be no preview time counting
down for telephony calls.
