Instant messaging
2Determine the person with whom you want to consult, and confirm that they are available.
3
The person you want to consult must click Accept. The current instant message text then appears in the person’s Conversation window.
4When your conversation is complete, click Close.
--End--
Conferencing an instant message using the work item control
Conference an instant message to another available agent using the work item control.
Procedure steps
Step Action
1On the work item, click the Conference control.
2Determine the person with whom you want to conference, and confirm that they are available.
3
4Click 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.
5When you want to 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.
--End--
Ending an instant message
End an instant message when the contact is complete.
Procedure steps
Step Action
114 | 2 December 2010 |
