Using iContact
Introduction to the iContact Interface - Page 9
MultiMedia Module iContact Manual
Using iContact - Page 9
40DHB0002UKDB – Issue 2 (04/2003)
Introduction to the iContact Interface
Toolbar
The Toolbar provides buttons/icons to perform contact interaction activities. The
buttons on the left hand of the screen are common to all contact forms. The icons to
the right are designed for dialing and answering telephone calls. Most toolbar buttons
correspond to a menu command.
Command Function
Ready /
Not Ready
The icon on the top left corner of the toolbar indicates user
status. The green check mark means you are available to take
contacts (Ready status). The red sign indicates your status as
Not Ready and unavailable to take contacts.
Request
The system gives you the next contact of any media type waiting
in queue.
Accept
Accepts the selected contact for response.
Reject
The system returns the current contact to the waiting queue.
Follow up
Reschedules any unfinished contact request for future follow-up.
You can reschedule the follow-up to yourself or to the workgroup
to which you belong for a specific date and time. Follow-up
closes the call and makes you available to take contacts.
Close
Closes the current contact with a selected Interaction Result,
allowing you to take next incoming contact.
Hold/Unhold
Allows you to temporarily put a contact request on hold.
(Telephone ACD call only).
Answer/Dial/ HangUp
Answers a call, or dials a number appearing in the Phone
Number field, and hangs up to disconnect.
Fast Transfer
Transfers a call to another user or to a contact queue.
(Telephone only)
Conference Call
Conducts a conference session with other users on the system,
supervisors, or outside callers.
