Instant messaging

Consulting on an instant message using Contacts Presence

Consult on an instant message with 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 consult an agent from your contacts list, click My Contacts tab, and perform step 4 to step 6.

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

4Determine the person with whom you want to consult, and confirm that they are available.

5Right-click the name of the person, and then click Consult.

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

6When your conversation is complete, click Close.

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Conferencing an instant message using Contacts Presence

Conference an instant message with 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 conference with an agent from your contacts list, click My Contacts tab, and perform step 4 to step 7.

3To conference with an agent from an Instant Experts group, click CC Contacts tab, and perform step 4 to step 7.

4Determine the person with whom you want to consult, and confirm that they are available.

5Right-click the name of the person, and click Conference. A new Conversation window appears.

112 NN44400-114 Contact Center Agent Desktop

2 December 2010

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Avaya NN44400-114 manual Consulting on an instant message using Contacts Presence