Avaya NN44400-114 manual Transferring an instant message using Contacts Presence

Instant messaging

A site administrator can configure default Instant Experts groups to load automatically after you log on to Agent Desktop. The name of the default Instant Expert groups have an underscore in front, for example, _autoload. Other skillset-associated and keyword-associated Instant Experts groups appear after you accept an incoming contact. The default Instant Experts groups appear first in the list of groups.

After confirming that a contact is available by using Contacts Presence, you can send, consult on, transfer, or conference an instant message to the contact.

Procedure steps

Step Action

1On the Agent Desktop, click Contacts Presence.

2To view your contacts, click My Contacts tab.

3To view Instant Experts groups, click CC Contacts tab.

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Transferring an instant message using Contacts Presence

Transfer an instant message to another person, after you confirm that the person is available by using Contacts Presence.

Procedure steps

Step Action

1On the Agent Desktop, click Contacts Presence.

2To transfer a message to an agent from your list, click My Contacts tab and perform step 4 to step 6.

3To transfer a message to an agent from an Instant Experts group, click CC Contacts tab and perform step 4 to step 6.

4Determine the person you want to transfer the instant message to, and confirm that they are available.

5Right-click the name of the person and click Transfer.

The person you want to transfer the instant message to must click Accept. The current instant message text then appears in the person’s Conversation window.

6Click Complete Transfer.

The instant message is now transferred to the person and is no appears on your Agent Desktop.

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