Mitel Version 5.7 SP1 Viewing faxes, Replying to faxes, Tagging contacts with Account Codes, Placing contacts on hold

Contact management 569
Viewing faxes
When you open a fax contact in Outlook, it will open in the Multimedia Contact Center fax viewer. Within fax
viewer, you can control the following options:
• Zoom
Enables the user to zoom in and out of the selected page view.
• Thumbnail viewer
Enables the user to preview pages in the left pane of the fax viewer.
• Page selector
Enables the user to select which page of the fax will display in the right pane of the fax viewer.
• Thumbnail toggle
Enables the user to show/hide the thumbnail pane.
• Print
Enables the user to quickly print the fax document to the default printer.
• Magnifier
Enables the user to zoom in to a specific section of the fax, which can be useful for viewing small text
or smeared sections of the faxed document.
Replying to faxes
To reply to a contact
1. In Outlook, double-click a fax in your Agent Inbox to open it.
2. Click Reply.
The Reply window opens.
3. Type a response.
You can reply by email, SMS, or fax.
4. Click Send.
Tagging contacts with Account Codes
You configure Account Codes in YourSite Configuration. See “Adding Make Busy Reason Codes” on
page 161.
To tag a contact with an Account Code
1. In Outlook, double-click a contact in your Agent Inbox to open it.
2. Click Reply.
The Reply window opens.
3. Click Account Codes.
4. elect the check box of the Account Code to be applied.
5. Click Submit.
Placing contacts on hold
If you cannot answer a contact immediately, you can place it on hold temporarily. You can still receive other
contacts while the initial contact is on hold. When you are ready to answer the contact, you select it, respond
to it, and send it as you would a new contact.
To hold a contact
1. In Outlook, double-click a contact in your Agent Inbox to open it.
2. Click Reply.
The Reply window opens.
3. Click Hold.
The agent state icon changes to indicate the agent is holding the contact.
See Figure 20-7.