New in this release
The administrator selects the contact types an agent can be presented with while the agent is active on another contact. This is called interruptibility. You can receive a multimedia contact while you are working on a voice call, or, you can receive a voice contact while you are working on a multimedia contact.
New contact types
Agent Desktop supports Short Message Service text messaging, fax messages, voice mail messages, and scanned documents.
Short Message Service (SMS) text messaging is a standardized communications protocol for the exchange of short text messages between
Fax messages from customers are forwarded by a fax server to an
Voice mail messages from customers are forwarded by a voice mail server to an
A scanned document is an electronic version of a printed page or document. Scanned documents from customers are forwarded by a document imaging server to an
Agent statistics
Agent Desktop now displays
E-mail editor improvements
The Agent Desktop
•Undo (Ctrl+z) support
•Colored text
•Highlighted text
•Ruled lines
8 | 2 December 2010 |
