Instant messaging
6Click Complete Conference.
The new Conversation window closes and the original Conversation window reappears. When the new person begins typing, the participant list above the text displays updated contact information for all participants in the conference.
7To leave the conference, click Close.
A message in blue appears in the Conversation window to indicate when a participant leaves the conference. The departure is added as an Action to the Contact History.
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Transferring an instant message using the work item control
Transfer an instant message to another available agent using the work item control.
Procedure steps
Step Action
1On the work item, click the Transfer control.
2Determine the person you want to transfer the instant message to, and confirm that they are available.
3
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.
4Click Complete Transfer.
The instant message is now transferred to the person and is no longer displayed on your Agent Desktop. Your status is set to Ready.
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Consulting on an instant message using the work item control
Consult on an instant message with another available person using the work item control.
Procedure steps
Step Action
1On the work item, click the Conference control.
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