IW-8.5.0-Workspace Desktop Edition Help

Workspace Desktop Edition Help
Workspace Desktop Edition 8.5.0
Table of Contents
Launching Workspace
Keyboard Navigation and Accessibility
Functionality Overview
Login
Main Window
Statistics Gadget
Interaction Preview
Voice Tasks Overview
Voice Interaction
Internal Voice Interaction
Voice Consultation
Voice Recording
Video Interaction
Web Callback Interaction
Chat Tasks Overview
Chat Interaction
Chat Consultation
E-Mail Tasks Overview
Inbound E-Mail
Outbound E-Mail
QA Review of E-Mail
SMS Interaction
Workitems
Internal IM
Outbound Campaigns Overview
Outbound Preview Calls
Outbound Push Preview Calls
Outbound Progressive Calls
Call Actions for Outbound Calls
Components, Features, and Controls
My Status
My Campaigns
Team Communicator
Team Lead
Inactivity Timeout
Contact Center Statistics
My Statistics
My Messages
In-Progress and Recent Interactions
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Workbins
Contact History
Interaction History
Case Data
Contact Directory
Manual Contact Assignment
Spelling Check
Disposition Code
My History
Notepad
Responses
Schedule a Callback
Printing
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Workspace is a modular, customizable application that enables you to handle contactcenter interactions, monitor contact-center and personal KPIs, and consult with your
colleagues.
The Workspace Desktop Edition Help contains information about how to:
Use the Windows and Views to handle customer interactions, according to your role
in the contact-center.
Use the components, features, and controls that enable you to complete tasks,
according to your role in the contact-center.
Launch Workspace.
Use keyboard navigation and accessibility.
Launching Workspace
Launching Workspace
Double-click the Workspace icon on your desktop to launch the application.
Workspace
desktop
icon
The Workspace Login Window is displayed.

After you authenticate, Workspace might automatically update if new tasks are assigned to
you or if the application is updated.
Important
Depending on the configuration of your environment, if
you log in to a SIP Voice channel and your configured
USB headset is not plugged in, you might be logged in
to Workspace but not the SIP Voice channel. To
complete login to the SIP Voice channel, plug in your
USB headset.

Workspace supports keyboard shortcuts and hotkey combinations for certain common
functions. The Workspace keyboard shortcuts and hotkeys are configured by your
administrator. This is to ensure that there is no conflict between Workspace and other
applications that you might use. Please ask your administrator for a list of the shortcuts and
hotkeys that are configured for Workspace.
Shortcut and Hotkey Combinations

A shortcut is a combination of keys that you press to activate a certain function or behavior
in a specific window or view. Your operating system might support shortcut keys for the
following functions: copy, cut, paste, undo, delete, find, maximize window, minimize window,
open menu and select command, switch application, cancel, change focus, and so on.
Consult your operating-system documentation for a list of supported keyboard shortcuts.
Hotkeys are also combinations of keys that you press to perform certain functions; however,
hotkeys are available to you no matter what window or application is active. For example,
your administrator might have configured a hotkey combination for you that enables you to
answer a phone call (voice interaction) or reject an e-mail interaction that has been routed to
you. When the preview is displayed on your desktop, you can use the hotkey combination to
perform the action without first having to switch to the interaction preview.
Important
Sometimes there might be a conflict between the
keyboard shortcut that your administrator has
configured for Workspace functionality and the
keyboard shortcuts that control the Rich Text Editor
that you might be using for e-mail and other text-based
interactions. You might have to navigate away from the
text editor field before you can use the shortcut. If you
experience a shortcut conflict, please notify your
administrator to change the custom shortcut.
Access Keys
In addition, access keys are available for most Workspace menu items. Each supported
menu item has an underlined letter or character. Press the Alt key to open a menu in the
active window, and then press the letter or character that corresponds to the menu item that
you want to select.
Keyboard Navigation
Workspace supports keyboard navigation for all features in the interaction windows. All
features, functions, options, and menus are 100 percent navigable by keyboard.
The Workspace interface is 100 percent navigable by keyboard. This functionality enables
users who cannot use a mouse, or who are using a device for accessibility that relies on
keyboard navigation, to manipulate the desktop components. Keyboard navigation enhances
the productivity of any user.
The appearance of the component that you select changes as you move the focus from one
component to another. For example, buttons change color, and menus open with the current
selection highlighted by color.
Some screen-reader applications are not compatible with these navigation shortcuts,
because the screen reader uses some of these keys for other purposes. When screen
reader mode is on, use Alt + N to disable the keyboard navigation function.
Note: If you are already in screen-reader mode, all keyboard shortcuts are disabled, except
for the Alt + n commands. Your system administrator turns screen-reader mode on and off.
Basic Navigation
Two keyboard shortcuts enable you to navigate among components?for example, from one
menu to the next or from one view of the interaction interface to the next:
Tab?Moves the focus to the next component (menu, field, button, view, and so on)
Shift + Tab?Moves the focus to the previous component (menu, field, button, view,
and so on)
Movement occurs from left to right and from top to bottom, unless the ordering of
components dictates otherwise. Navigation moves from component to component within a
view, and from view to view within the application.
Navigation Shortcuts
The following table contains keyboard shortcuts that enable you to manipulate controls, such
as menus, lists, and buttons, in the Workspace interface.
Workspace Keyboard Shortcuts
Shortcut
Description
LEFT ARROW
Move left in a menu bar or out of a submenu.
RIGHT ARROW
Move right in a menu bar or into a submenu.
UP ARROW
Move up in lists and menus.
DOWN ARROW
Move down in lists and menus.
ALT+DOWN
ARROW
Open a selected drop-down list.

For a modifiable list, apply the edit mode, or validate the
modification.
ENTER
For a button, execute the associated action.

For a menu item, execute the associated action.
SPACE
For some controls, select or clear the check box that has the focus.
ESCAPE
For a modifiable list, cancel the edit mode.
The Workspace interface is composed of views and windows that contain the components,
features, and controls that are required to complete a task such as handling an Inbound
Voice Interaction.
Login?The first view that you see. It enables you to identify yourself and, if required, enter
additional login data based on your role or the technical environment. To open the Login
Window, launch the Workspace application.
Main Window?Enables you to manage your status, contacts, favorites, and settings; view
your KPIs and messages; and launch new interactions.
Statistics Gadget?Enables you to view your KPIs and contact-center statistics in a
permanent view. Statistics can be viewed in a ticker or in a static view.
Interaction Preview?Displays an interactive notification of a new inbound interaction. The
notification is a preview that includes attached data that enables you to decide whether to
accept or reject the interaction.
Voice Tasks
Voice Interaction?Enables you to view all of the information that is necessary to
handle a voice interaction with a contact or an internal agent.
Internal Voice Interaction?Enables you to start a voice interaction with an internal
target.
Voice Consult?Enables you to consult with another agent about the current voice
interaction, before you initiate a conference with the agent or transfer to the agent.
Voice Recording?Enables you to record the current voice interaction with a contact
or an internal target (for VoIP-/SIP-enabled agents only).
Video Interaction?Enables you to add the video channel to your current voice call.
Web Callback Interaction?Enables you to view the information that is necessary to handle a
web callback voice interaction with a contact.
Chat Tasks
Chat Interaction?Enables you to view all of the information that is necessary to
handle a chat interaction with a contact or an internal agent.
Chat Consult?Enables you to consult with another agent about the current chat
interaction, before you initiate a conference with the agent or transfer to the agent.
Login
E-Mail Interaction?Enables you to view all of the information that is necessary to handle
inbound and outbound e-mail interactions with a contact or internal agent, and how to handle
QA review of outbound e-mail interactions.
SMS Interaction?Enables you to view all of the information that is necessary to handle an
SMS interaction with a contact.
Workitems?Enables you to view non-interactive media types, such as faxes.
Internal IM?Enables you to send an Instant Message (IM) to another agent (internal target)
or receive an IM from an internal target.
Outbound Campaign Tasks
Outbound Preview Calls?Enables you to request an outbound campaign interaction
and view contact-related data before you make the call to the contact.
Outbound Push Preview Calls?Enables you to receive automatically an outbound
campaign interaction and view contact-related data before you make the call to the
contact.
Outbound Progressive and Predictive Calls?Enables you to receive outbound
interactions that are dialed automatically by the system.
Call Actions for Outbound Calls?Enables you to perform common call functions such
as transferring a call or scheduling a callback.
Plug-in Support
Workspace supports Genesys plug-ins for a variety of extended media channels, including
social-media channels such as Facebook and Twitter. Refer to the documentation that
comes with your Genesys eServices plug-ins for information about how to install and use
these media channels.
Login
The Login view is the first view that you see. It enables you to identify yourself and, if
required, enter additional login data, based on your role or the technical environment.
Before you start to use Workspace make sure that your phone set is working. (SIP only)
Plug in your USB headset.
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Login
Logging in is a two-step processand the first time that you login you might also be required
to change your password:
[+] 1. Identify yourself to the system
Logging In to the Workspace Application

After you have launched the Workspace application, the login view opens on your desktop.
1. Enter your user name in the User Name field.
2. Enter your password in the Password field. (Note: you might be required to change
your password when you first login, at a specific interval, or for other security
reasons. Refer to Changing Your Password).
3. If necessary, select your language from the Language drop-down list.
4. Do one of the following:
Log In to authenticate yourself on the system.
Cancel to stop logging in and close the login view.
This process identifies you to the system, so that the correct application is loaded onto your
workstation. If no additional information is required, the Main Window view opens
immediately after you click Log In. Otherwise, the Advanced Login Parameters view is
displayed.
You might be configured to specify your preferred language. To specify a different language
preference, select a language from the Language drop-down list.
More/Less Options
In the first login view, you might be configured to specify additional options.
To specify additional options, click More.
To hide the additional options, click Less.
Options that you might be configured to specify include the following:
Name of the Workspace application.

Name of the host that is running your configuration server.
Port number of your configuration server. This port is normally 2020.
Keep recent place <Place Name>. Check this box to use the same Place that was
used most recently on the current workstation. You might have to use this option if
you do not have a defined place configured for your login.
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Login
Contact your system administrator for more information about these options.
[+] 2. Define additional information about yourself, based on your role and the tasks that are
assigned to you
Defining Advanced Login Parameters

After you have been authenticated and logged in, a new view might open on your desktop
that enables you to specify additional information, based on the tasks that you want to
perform. The contents of the view are defined by your administrator; they are specific to your
role. However, if no additional information is required, the Main Window view opens
immediately.
The Advanced Login Parameters view confirms your login and notifies you that you must
select one or more channels and provide any additional login information that is specific to
those channels.
1. Enter your information, according to your role, and the tasks that you want to
perform. You might have to specify your place, your queue, your login, your
password, and the channels that you want to use (Voice, IM, SMS, workitems such
as faxes, and so on). You might also be required to enter an optional phone number,
if you are on a SIP Server system and log in remotely.
2. Do one of the following:
Click OK to submit your information; the Main Window view opens.
Click Cancel to close the System Parameters view and log out.
Click Change login account to return to the first login view.
Remote Phone Number

If your company is using a SIP Server (VoIP), you might be configured to log in by using a
remote phone number at which you can be reached if you are not logged in from a phone
that is on the internal phone system of your company.
If you are logging in remotely, enter the remote phone number to which your calls will be
routed in the Phone Number box in the Advanced Login Parameters view. The phone
number in this field might already be configured for you.
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Login
USB Headset Detection

When you log in to a SIP Voice channel, Workspace checks to determine whether the USB
headset that you are configured to use is plugged in. If it is not, you will be logged in to
Workspace but not into the SIP Voice channel. Make sure that you plug in your USB
headset so that you can use the SIP Voice channel.
Workspace detects when your USB headset is plugged in or unplugged and will set your
status accordingly. If your USB headset is not plugged in a message will be displayed.
The volume settings for your USB headset that you used the last time that you logged out
are retained the next time that you log in. You can adjust the volume of your USB headset
by using the volume control on the Voice interaction window.
Ready/Not Ready State

Your system administrator specifies what your status is for each channel when you log in. If
you are configured to be Not Ready for one or more channels, your system administrator
might specify a Not Ready Reason for the channel. To start receiving interactions on a Not
Ready channel, you must change the status to Ready.
[+] Change Your Password
There are a number of reasons why you might have to or want to change your Workspace
login password. For reasons that are related to the security of your company, your account
might be configured so that your password expires automatically after a specified number of
days. Your account might also be configured to require you to change your password after
an inactivity time-out. For your personal security, your account might be configured with a
temporary password when the account is assigned to you, and you might be required by
your system administrator to change your temporary password before you can login to
Workspace for the first time. You might also want to change your Workspace login password
for other reasons?for example, your company might not have a specific policy about how
often your password should be changed or you might have accidentally revealed your
password to an unauthorized person.
In all of these scenarios, you use the Workspace Change Password dialog box to change
your password. Consult with your system administrator about the specific password security
policy that your company implements.
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Main Window
To manually change your password, from the Main Menu, select Change Password. The
Change Password dialog box is displayed. Perform the following steps:
1.
2.
3.
4.
Enter your current password in the Old Password field.

Enter your new password in the New Password field.
Enter your new password again in the Confirm Password field.
Click OK to change your password or click Cancel to close the dialog box without
changing your password. If you made any errors, after you click OK you will be
asked to re-enter the information. If you entered all of the information correctly, your
password is changed to the new password that you specified.
If you are required to change your password by your administrator, the Change Password
dialog box is displayed automatically. Perform the following steps:
1. Enter your new password in the New Password field.
2. Enter your new password again in the Confirm Password field.
3. Click OK to change your password or click Exit to close the dialog box and quit
Workspace without changing your password. If you made any errors, after you click
OK you will be asked to re-enter the information. If you entered all of the information
correctly, your password is changed to the new password that you specified.
Main Window
The Main Window enables you to:
[+] 1. Manage your status
Manage Your Status

You can manage your status from two places in the Main Window:
Ready Status menu
My Channels tab
Ready Status Menu

The title bar of the Main Window displays your ready status icon and your logged in status.
You can use the Ready Status menu to log on and off of your channels.
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Main Window
Click the Ready Status icon (see figure) on the Main Window title bar to open your Ready
Status menu.
Ready Status Menu
Place the mouse pointer over the Ready Status icon to view your status summary.
Hovering pointer over the

Status Icon
The status summary includes your login name, place, channels, and channel status.
If you are logged in to more than one channel, detailed status for each channel is displayed;
otherwise, only your Ready state is displayed.
Your Ready status is also displayed in the My Channels tab of the Main Window. You can
manage your status and forward interactions from the My Channels tab.
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Main Window
Not Ready Status

When you are handling an interaction, the system interrupts the display of the amount of
time that you are in the current state.
If, while you are handling an interaction for a given channel, you set your status to either Not
Ready, Not Ready - <reason>, or After Call Work (ACW) the system does not display the
amount of time that you are in that state until the interaction is complete. This feature
enables your break or ACW time to be displayed according to recorded statistics.
Inactivity Timeout
Inactivity Timeout is a security feature that locks the Workspace windows on your
workstation if you do not use your mouse or keyboard for a period of time that is defined by
your administrator. You must authenticate to reactivate Workspace.
[+] 2. Manage your settings and preferences
Manage Your Settings and Preferences

Click the Agent icon (
) to open the Main Menu. You control your settings and set your
preferences from the Main Menu.
The Main Menu contains some or all of the following functions, depending on how your
account is configured by your system administrator:
Show Statistics Gadget?Displays the Statistics Gadget view
Main Window Always on Top?Keeps the Main Window on top of any other window
that opens on your desktop
Auto-Hide the Main Window?Hides the Main Window at the top of the display only
when the Workspace Main Window is docked.
Refine Place / Channel information?Displays the Advanced Login Parameters
view to change your logged-in channel parameters
Change Theme?Selects a different predefined appearance from the Theme menu
Check and Update?Checks for updates to Workspace, and updates your software if
an update is available
Change Password?Displays the Change Password dialog box.
Exit?Logs off all channels and closes the application
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Main Window
Click the Help icon (

) to launch this help document or click the Help drop-down menu to
launch this help document or get information about Workspace.
Docking the Main Window

The Workspace Main Window can be used as either a floating toolbar or a docked toolbar.
Your administrator must enable this feature.
There are three ways to dock the Workspace Main Window to the top of your display:
Drag the Workspace Main Window to the top of your display and it will automatically
become docked to the top of your desktop display area. If you want to move the Main
Window to the top of your display without docking, hold the Ctrl key while dragging
the window.
Double-click the title bar.
Click Maximize.
Important
If the docking feature has not been enabled for you,
then double-clicking the title bar or clicking Maximize
will cause the Main Window to be maximized.
When the Main Window is docked, your effective desktop area is reduced by the width of the
Main Window. Any open windows, including maximized windows, on your desktop are
moved down to accommodate the Workspace Main Window. Pinned or floating mode
interaction views do not affect the size of your desktop area.
When the Main Window is docked, the Minimize and Maximize buttons are disabled.
To undock the Main Window, click and drag it away from the top of your display. Your
desktop area returns to full size and the Workspace Main Window returns to the size it was
before you docked it.
Tip
The Workspace Main Window can be docked if other
toolbars are already docked. The Workspace Main
Window goes under the last docked toolbar.
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Main Window
Auto-hiding the Main Window

When the Workspace Main Window is docked you can choose to enable the auto-hide
feature. Select Auto-Hide the Main Window from the Main Menu or from the Workspace
menu in the System Tray.
In Auto-Hide Mode, the Workspace Main Window is hidden at the top of the display and the
desktop area returns to full size when Workspace is not the active application.
To display the Workspace Main Window when it is hidden, do one of the following actions:
Click the Workspace Task Button in the Task Bar.
Move your mouse pointer to the top of your desktop display area; the Main Window
is displayed; click it to keep it displayed.
To disable the auto-hide feature, de-select Auto-Hide the Main Window from the Main
Menu or from the Workspace menu in the System Tray.
Important
If another toolbar that is docked at the top of the
screen and is already in auto-hide mode, you cannot
enable the Workspace Main Window auto-hide mode.
If you try to enable the auto-hide mode, the following
message is displayed: "You cannot auto-hide the Main
Window here. Another window is already in auto-hide
mode on this edge of your display."
[+] 3. Launch new interactions by using the Team Communicator
Team Communicator
The Main Window contains the Team Communicator Quick Search field. The Quick Search
field is a universal lookup tool. It might be configured to provide Universal Contact Server
lookup and Team lookup, or simply Team lookup. Use the Team Communicator to launch a
new interaction.
Contact Management view
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Main Window
Type a name or number in the field to begin your search. When you click in the field, the
Team Communicator toolbar is displayed. The toolbar enables you to search All, Favorites,
and Recent contacts and internal targets; Workspace might be configured to store and
display recent calls, including missed calls. It also enables you to filter by contact or internaltarget type and to group or ungroup your search results.
Tip
You can also use the Contact Directory and the Action
menu that is next to the name of a contact to call or email a contact.)
[+] 4. View your channels, history, statistics (KPIs) and contact-center statistics in My
Workspace
My Workspace
My Workspace is a tabbed view that enables you to view and manage your:
Channel settings
Campaigns
History
Statistics (KPIs)
Contact-center statistics
Click the Access and use Workspace supporting views button (

Supporting Views menu, then select one of the following options:
) to display the
My Channels
My Campaigns
My History
My Statistics
The My Workspace view is displayed below the Interaction Bar. Click the tabs to view the
different My Workspace views.
[+] 5. Access your workbins
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Main Window
My Workbins
A workbin is like a personal queue, in which you can store e-mail and other interactions that
are to be handled later.
Click the Access and use Workspace supporting views button ( ) to display the
Supporting Views menu, then select one of the following workbin views:
My Workbins?For all agents, a view of your personal workbins.
My Team Workbins?For Team Leads, a view of all of the workbins that belong to
agents that you supervise.
My Interaction Queues?For Team Leads, a filtered view of your system queues.
To view another workbin, click it in the Workbin explorer on the left-hand side of the view.
The number of unopened e-mail messages in each workbin folder is indicated next to the
name of the workbin folder.
The list of available workbins depends on the configuration of your system. The default
selected workbin is the first workbin in the list that is specified by your system administrator.
Some of the workbins which might be configured for you include:
In-Progress?Contains inbound e-mail messages or other workitems that have not
been processed
Draft?Contains outbound e-mail messages that have been saved as draft
To view details, notes, and case date about an interaction, select it. Information about the
selected interaction is displayed in the tabs at the bottom of the Workbins view. To display
the interaction information tabs, click the Show/Hide Details Panel button.
To open an interaction, double-click it.

You can perform the following functions on selected interactions in workbins by using the
Workbin Actions buttons:
Reply ( )
Reply All ( )
Open ( )
Mark Done ( )
Delete ( )?if you have the correct permissions
Move to Queue ( )?if you have the correct permissions
Move to Workbin ( )?if you have the correct permissions
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Main Window
Edit Case Information ( )?(if you have the correct permissions) Opens the Edit
Case Information window to enable you to edit the content of the Case Data tab for
the selected interaction(s).
Click here for information about handling e-mail interactions.
[+] 6. Manage contacts
Manage Your Contacts

Supporting Views menu, then select Contact Directory to open the Contact Directory. Use
this feature to search for contacts. View details about the search results in the Details Panel.
Quick Search
To search the Contact Directory, type the name, phone number, or e-mail address of a
contact in the Quick Search field. Click the magnifying glass to search for the criteria that
you have entered.
Quick Search button
Click the X to clear the Quick Search field.

Quick Search is a begins with search.
Search results are displayed in a grid or list. Click the Show Contacts in Grid View/Show
Contacts in List View toggle button to toggle back and forth between the two views of the
Contact Directory.
Advanced Search
Click the Show/Hide Advanced Search toggle button to show or hide (
search feature.
) the advanced
The Advanced Search feature enables you to enter multiple criteria to refine your search.
The Advanced Search pane contains drop-down lists of search criteria, such as names, e-
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Main Window
mail addresses, and phone numbers. It also contains drop-down lists with the following
modifiers that determine how the criteria will affect the search: Contains, Begins With, and
Is. Use the Match Conditions options to specify whether All or Any of the search conditions
that you have specified are applied.
Search results are displayed in a grid or list. Click the Show Contacts in Grid View/Show
Contacts in List View toggle button to toggle back and forth between the two views of the
Contact Directory.
Details Panel
You can view contact information and contact history for the currently selected contact in the
Details Panel by clicking the Show Details Panel on Bottom/Hide Details Panel toggle
button:
Click the down-arrow to change the Details Panel Layout to display either below or to the
right of the Contact Directory:
Show Details Below

button
The Information tab displays basic information about the currently selected contact, including
the following:
General (Title, First Name, and Last Name)
Phone Number(s)
E-Mail Address(es)
The contact History tab enables you to view and, if you are configured to do so, edit current
and archived interactions that are associated with the currently selected contact.
If you have the correct permissions, you can edit the fields of the Contact Information view
and/or the Contact History view.
[+] 7. Manage your active interactions by using the Interaction Bar
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Main Window
Manage Your Interactions

The Interaction Bar is displayed at the bottom of the Main Window whenever you have one
or more active interactions. Each interaction is represented by a control bar. You can use
the control bar to perform basic actions that are specific to the interaction type, such as
ending a call.
Main Window Interaction Bar
Click the control bar for an interaction to give it the focus. All other open interactions are
collapsed to the Interaction Bar.
Click the small colored bar on the left of the interaction control, to toggle between pinned
mode and floating mode. Each interaction can be set to pinned or floating mode
independently.
In pinned mode, the interaction view is displayed in the Main Window below the Interaction
Bar, and all other views, such as My Channels, are hidden. Contact view and Response
view are accessible.
Main Window Interaction Bar with a pinned

interaction
In floating mode, the interaction view is displayed as a small view that is attached to the
bottom of the Interaction Bar. If other interactions are currently open in pinned mode or if
one the Workspace views, such as My Channels is currently displayed, they will appear
dimmed behind the floating interaction view.
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Main Window
Main Window Interaction Bar with a floating

interaction
When you have more than one active interaction, click the interaction to display it.
If you place your mouse pointer over an interaction in the Interaction Bar, a Tooltip is
displayed that summarizes the content of the interaction. It includes a summary of all the
interactions that are involved in this thread, as well as any consultation interactions that are
related to the interaction.
Entries in the Interaction Bar flash (or blink) when specific events occur that might require
your immediate attention. Chat, SMS Session, and IM Interactions flash when a new
message is received.
To allow for the maximum space in the Interaction Bar, when you are handling an
interaction, the Team Communicator view is reduced to a button:
[+] 8. View your messages
View Your Messages

The message display is a scrollable list of the latest information about the status of your
contact-center network. It informs you of changes to the status of various network
components, such as Contact Server, Statistics Server, Interaction Server (for chat, e-mail,
and workitems), and your Voice switch. You can also view messages that are broadcast to
you.
Supporting Views menu, then select My Messages to open the My Messages view which
displays a list of messages from your system administrator or supervisor.
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Statistics Gadget
[+] 9. Accept or reject inbound interactions by using the Interaction Preview
Interaction Preview
If a new interaction arrives at your workstation, you are notified by the Interaction Preview
interactive notification, unless you are configured for auto-answer. The preview includes
attached data that enables you to decide whether to accept or reject the interaction.
[+] 10. Start an Instant Message session
Instant Message
Start an Instant Message session with an internal target
[+] 11. Participate in an Outbound campaign
Outbound Campaign
Participate in an Outbound campaign
Statistics Gadget
Statistics can be viewed either in the Main Window by selecting the My Statistics tab or the
Contact Center Statistics tab in your Workspace, or by using the Statistics Gadget.
The Statistics Gadget displays statistics in two ways:
A statistics ticker
A tagged statistic view
The advantage of the Statistics Gadget is that you can view your KPIs and contact-center
statistics continuously without opening your Workspace and clicking back and forth between
tabs.
To show or hide the Statistics Gadget, select Show Statistics Gadget from the Main Menu
in the Main Window.
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Statistics Gadget
The Statistics Gadget displays configured statistics in a ticking region. Each statistic is
displayed for a specified period, then the next statistic is displayed.
Statistics
Gadget
Use the Back, Stop/Play, and Forward buttons on the control panel to scroll manually
through the statistics that you are configured to view. The buttons are displayed if you are
configured to view more than one contact-center statistic or KPI.
Alert icons are displayed in the bottom right corner if the statistics are in a warning state or
an error state. The background color of the ticker also changes to indicate warning state.
Click the Alert icon on the control panel to display only the statistics that are in warning state
or error state.
Click the Tag button (
) to display the current statistics in a static Tagged Statistics view.
Click the Untag button (
) to close the Tagged Statistics view.
You can view your KPIs either as text or as a graph. Click the Graph View button ( ) to
view the statistic as a graph. Click the Text View button (IW) to view the statistic as a graph.
View
You can tag more than one statistic at a time. The TaggedStatistic
Statistics view expands to
accommodate multiple statistics in a single view.
as
Text
Click the Up and Down buttons to scroll up or down to view
other tagged statistics.
Toggle
850.png
Statistics Gadget Menu
To display the Statistics Gadget Menu, place your mouse pointer over the Statistics
Gadget. Click the Menu button (
) to open the menu.
Hide My Statistics/Show My Statistics?Shows only the contact-center statistics, or
shows both My Statistics and the contact-center statistics
Hide Contact Center Statistics/Show Contact Center Statistics?Shows only My
Statistics or shows both My Statistics and the contact-center statistics
Always on Top?Keeps the Statistics Gadget on top of all other windows
26
Interaction Preview
Show My Statistics on Main Menu?Opens My Workspace on the Main Window

and shows the My Statistics tab
Hide Contact Center Statistics on Main Menu?Opens My Workspace on the Main
Window and shows the contact-center-statistics tab
Close Statistics Gadget?Closes the Statistics Gadget (including the Tagged
Statistics stack)
Interaction Preview
Interaction Preview displays an interactive notification that enables you to preview a new
inbound interaction. The preview includes attached data that enables you to decide whether
to accept or reject the interaction. The Case Data that is displayed in your Interaction
Preview depends on the items configured by your system administrator.
When a new inbound interaction is routed to your workstation an interactive Interaction
Preview appears in the bottom right corner of your display. Depending on how your system
is configured, the preview might contain some or all of the following information about the
interaction:
Reason for the interaction

Type
Contact type/Segment (for example, Gold)
Priority
Contact name, number, or other information
Origin or Queue
Time in queue (duration)
Use Cases
An interaction preview is displayed for each of the following interaction types, unless you are
configured for auto-answer:
Voice/VoIP/Outbound ( )
E-Mail ( )
Chat ( )
SMS ( )
IM ( )
Workitem ( )
27
Voice/VoIP/Outbound
For a regular inbound call, if you are not configured for auto-answer, your phone set rings;
you can preview the call, before accepting or rejecting it, by reviewing the information
provided by an Interaction Preview. If you reject the call, it is sent to another agent, routing
point, or queue.
For an inbound call on a VoIP/SIP system, you receive notification of the call. You can
choose to view a call summary before accepting or rejecting the call. If you accept the
interaction, the call arrives on your phone set, with or without preview for ringing. If you
reject the call it is sent to another agent, routing point, or queue.
There are four modes of Outbound campaign calls. Some modes will enable you to preview
a call, while others are auto-dialed and connected. Refer to Outbound Campaigns Overview
for more information about Outbound campaign calls.
E-Mail, Chat, SMS, IM, Workitems

For a regular inbound interaction, if you are not configured for auto-answer, an interaction
preview is displayed on your desktop; you can preview the interaction by reviewing the
preview information before you accept or reject the interaction. If you reject the interaction, it
is sent to another agent, routing point, or queue.
Accepting or Rejecting the Interaction

Depending on how your system is configured, you might have some or all of the following
choices when an Interaction Preview is displayed on your desktop:
Accept?Open the interaction in an interaction view.
Reject?Return the interaction to another agent, routing point, or queue.

Voice tasks enable you to initiate interactions with internal targets.
Voice Interaction?Enables you to view the information that is necessary to handle a
voice interaction with a contact or internal agent.
Internal Voice Interaction?Enables you to start a voice interaction with an internal
target.
28
Voice Consult?Enables you to consult with another agent about the current voice
interaction. Voice consultations that are started from an active interaction enable
your internal target to view case data, contact information, and history. The target
agent can choose not to accept your consultation request. You can also transfer or
conference your call to an Active Consultation.
Voice Recording?Enables you to record the current voice interaction with a contact
or an internal target (for VoIP-/SIP-enabled agents only).
Video Interaction?Enables you to send and receive a video stream as part of a voice
call.
Voice Interaction
The Voice Interaction window enables you to view all of the information that is necessary to
handle a voice interaction with a contact or an internal target.
[+] Overview
The Voice Interaction Window

Voice interactions can be started by using the Team Communicator, or by selecting Call
from the Contact Directory. During an IM, chat, or e-mail interaction, you can also use the
Action menu on the left-hand side of the party name, and then select Call.
The Voice Interaction window enables you to handle many call-related tasks, including:
Starting a consultation and transferring or conferencing the call to an internal target
or with a contact.
Note: If you want to initiate an internal voice interaction to speak to another agent without
transferring or conferencing the external call, use the Team Communicator.
Viewing and managing contact history.
Viewing and managing contact information. You might be configured to assign an
unknown interaction to a contact in the contact database by using the Manual
Contact Assignment feature.
Solving stuck calls.
Recording calls (VoIP/SIP only).
Adjusting microphone and speaker volume (embedded Workspace Desktop Edition
SIP Endpoint only).
Reading a standard response.
29
Blending the interaction with other media (such as e-mail, voice, and SMS) by using
the Party Action menu.
Media blending with the party

action menu
The contents that are displayed to you in this view depend on your role and on the case
information that is available about the contact.
This view is composed of many atomic views that together provide all of the features that
you need to handle a voice interaction. You can use this view to:
View the status of the call.
End the call, hold the call, and send DTMF.
[+] VoIP and SIP
VoIP-/SIP-enabled Agents
For VoIP-/SIP-enabled agents, additional call actions are available.
Inbound SIP controls
The VoIP/SIP call actions enable you to:
Record the call.

Mute the microphone.
Unmute the microphone.
Mute the speaker (embedded Workspace Desktop Edition SIP Endpoint only).
Unmute the speaker (embedded Workspace Desktop Edition SIP Endpoint only).
Adjust the microphone volume (embedded Workspace Desktop Edition SIP Endpoint
only).
Adjust the speaker volume (embedded Workspace Desktop Edition SIP Endpoint
only).
30
Accept a video stream as part of a voice call.

Set a disposition code.
Select Mark Done for the current interaction.
Use the Notepad to attach a note to the call history.
View Case Data (attached data) for the current call.
View the history of the current call.
View contact information and history. You might also be configured to assign an
Hide or display the controls and information about the current interaction by clicking
the collapse/expand Interaction View button:
Collapse
Expand
Start a voice consultation with an internal target or contact and transfer or
conference the call.
Start an Instant Messaging (IM) consultation that passes contextual information to
the IM internal target. After you initiate an IM consultation session, you can transition
the IM session to a voice consultation.
Note: Your administrator may have added custom views to enhance your use of the
Voice Interaction view.
[+] Call Status
The Call status area of the Voice Interaction view

The Call status area of the Voice Interaction view provides the contact's phone number or
name, or the internal target's extension or name, and the status of the call. Possible call
statuses might include the following:
Connected?You are actively talking to the contact or internal target.
Ended?The call has been ended by either you or the contact.
On Hold?The call is in a state where the contact is unable to hear you, and you are
not able to hear the contact when they are on hold.
Establishing?You are trying to connect to an internal target or queue for a voice
consultation.
Establishing on hold?The call is put on hold before the internal target answers, so
that the internal target will be on hold when the call is answered.
[+] Call Actions
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Standard Controls for Voice Interactions

Call actions are standard controls for voice interactions. Workspace enables you to perform
the following call actions:
End Call?Click End Call (
) to disconnect the call.
Hold Call?Click Hold (

) to place the active call on hold. If a call is on hold, you
cannot hear the contact and the contact cannot hear you.
Resume Call?Click Resume Call (
) to reconnect to a call that is on hold. You
will be able to hear the contact, and the contact will be able to hear you.
Instant Call Transfer?Click Instant Call Transfer (
) to redirect the current voice
interaction to a contact or internal target that you select by using the Team
Communicator.
Instant Call Conference?Click Instant Call Conference (
) to start a voice
conference instantly with the current voice interaction and a contact or internal target
that you select by using the Team Communicator.
Send DTMF?You can attach numerical data to a call by entering dual-tone multifrequency (DTMF) digits into the call case history. Click the keypad button (
) to
open the DTMF keypad, then type numbers into the number field or click the keypad
numbers to enter numbers.
Mute the Microphone?(For VoIP-/SIP-enabled agents only) The party to whom you
are connected cannot hear you when the microphone in your headset or on your
workstation is muted. There are two ways to access the Mute the Microphone button.
Either click Mute microphone (
) on the Volume Properties control, or click to
open the Volume Properties control menu, and then click Mute the microphone
next to the Microphone Volume control. When your microphone is muted, a small red
circle with a slash is displayed next to the microphone icon.
Microphone
mute control
Mute the Speaker?(For VoIP-/SIP-enabled agents with embedded Workspace

Desktop Edition SIP Endpoint only) To access the Mute the Speaker button, click to
open the Volume Properties control menu, and click then Mute the speaker next to
the Speaker Volume control. When your speaker is muted, a small red circle with a
slash is displayed next to the speaker icon.
32
Speaker
mute control
Adjust Microphone Volume?(For VoIP-/SIP-enabled agents with embedded

Workspace Desktop Edition SIP Endpoint only) To access the Microphone volume
control, click to open the Volume Properties control menu, and then move the
Volume control slider left to decrease the volume and right to increase the volume.
Microphone
volume
control
Adjust Speaker Volume?(For VoIP-/SIP-enabled agents with embedded

Workspace Desktop Edition SIP Endpoint only) To access the Speaker Volume
control, click to open the Volume Properties control menu, and then move the
Volume control slider left to decrease the volume and right to increase the volume.
Speaker
volume
control
Start Consultation?Start a consultation with an internal target or a contact (

).
The target can choose not to accept the request. The target can end the
consultation. You can end the consultation or you can transfer or conference your
current interaction to or with the consultation target.
Choose an Instant Message consultation or a Voice consultation.
Consultation menu
Start/Stop Video?Add/Remove a video stream to your current voice call.

Start/
Stop
Video
icons
Mark Done?Complete a call and close the Voice Interaction window by clicking Mark
Done (
). You might be configured to specify a disposition code before you can
click Mark Done.
33
[+] Contacts
Contact Information and History

Use the Show/Hide Information view menu button to show or hide contact information and
contact history for the current contact.
The Contact Information view enables you to view and edit contact information. If the
contact is already in the Contact database, their information will be displayed in this view.
Use the fields to add or modify contact information. For more information about the
Information view, see Contact Directory.
The Contact History view enables you to view information about past interactions with the
current contact if the contact is already in the contact database. Use the search tools to find
specific interactions. For more information about the Contact History view, see Contact
History.
If there are in progress or recent interactions for the current contact, the number of
interactions is displayed beside the connection status of the interaction.
[+] Stuck Calls
Force Closing a Case (Stuck Call)

If you are on a call and are unable to close the Interaction window because the call has
become stuck in the system, right-click the tab in the Interaction window that represents the
call, and select Force Close This Case from the shortcut menu. You will be prompted to
confirm that you want to force-close the call.
Internal Voice Interaction

The Voice Interaction Window enables you to start a voice interaction with an internal target.
You can communicate with other agents or internal targets by using the Team
Communicator toolbar in the Main Window view, or from the Voice Interaction view while you
are handling an active call with a Contact.
34
[+] 1. Communicating with Another Agent

The Voice Interaction Window enables you to call another agent or internal target. Use the
Team Communicator to find an internal-target agent.
In the Internal Target Action menu, select Call <target name>. If the internal target accepts
your invitation, the status in the Voice Interaction Window changes to Connected. You can
now talk to the internal target.
You have access to the same controls and functionality when you are talking to an internal
target as when you are talking to a contact. You can do the following:
Check the call status.
Perform call actions, such as ending the call, putting the call on hold, sending DTMF,
or transferring/conferencing the call. For VoIP-/SIP-enabled agents, the following
additional call actions are available: record the call, mute and unmute the call, and
adjust the microphone and speaker volumes. Refer to Voice Interactions for a list of
additional actions and limitations.
View the call history.
[+] 2. Communicating with Another Agent While Handling an Active Interaction
Workspace enables you to handle more than one voice interaction simultaneously. For
example, you can put an active call on hold and launch a new voice interaction. This is done,
typically, to consult with another agent or internal target to whom you do not intend to
transfer or conference the active call.
While you are on an active call, use the Team Communicator toolbar in the Main Window to
launch a new voice interaction.
You can also initiate an IM session with an internal target from the active call. IM sessions
that are started from an active call enable the internal target to view case data and contact
information and history. You can transition an internal IM session to a voice-consultation call.
If you start a new voice interaction, the original active call is put on hold, and you are
connected to the internal target. To resume the original call, click the Resume Call button on
the original voice interaction window.
While the original call is on hold, you can connect to the internal-target call. The standard
call actions are available.
35
Voice Consultation
The Voice Consult functionality enables you to consult with an internal target or a contact
about the current voice interaction.
During the consultation, you can transfer to the target or start a conference with the target.
The target can choose not to accept your consultation, transfer, or conference request, and
can choose to end the consultation. Voice consultations that are started from an active
interaction enable the internal target to view case data, contact information, and history.
[+] Consult
Starting a Voice Consultation

The Voice Interaction view enables you to start a consultation with an internal target or a
contact about your current voice call.
Click the Start a Consultation button (
).
Use the Team Communicator to find an internal target or a contact.

In the Action menu, click:
Start Voice Consultation?Start a voice consultation with an internal target or a
contact.
After the consultation request is initiated, the contact or internal target is put on hold,
and the consultation request call is presented to the consultation target. The Call Status
indicators that are next to the name of the party show whether the contact or internal is
on hold, and indicates when the consultation request changes from Establishing to
Connected.
Or,
Start Voice Consultation (Transfer)?Initiate a voice interaction to talk to the
transfer target prior to transferring the call to the internal target or another contact.
Start Voice Consultation (Conference)?Initiate a voice interaction to talk to the
consultation target prior to conferencing the call to the internal target or another
contact.
Note: you can also choose to start an Instant Message Consultation from the Action menu.
Click Start Instant Message Consultation to display the Instant Message view in the
current interaction window. Send a message to send an invitation to the consultation target.
36
[+] Transfer
Transferring a Voice Interaction

To talk to the transfer target prior to transferring the call to the internal target or another
contact, click the consultation button in the toolbar, and from the Team Communicator
Action menu select the following option:
Start Voice Consultation (or, Start Voice Consultation (Transfer), depending on the type
of environment that you have).
After the consultation request is initiated, the contact or internal target is put on hold, and the
call is presented to the consultation target. Look at the Call Status indicators next to the
name of the party to determine whether the contact or internal is on hold and to determine
when the consultation request changes from Establishing to Connected.
After your target accepts the consultation, you are connected and you and the transfer target
can speak to each other. The contact remains on hold.
Completing the Transfer
To complete the transfer, click the Instant Transfer button (

) from the main voice
interaction, select the consultation target from the Team Communicator, and click Instant
Call Transfer. The contact or internal target is connected to the transfer target, and the
voice-call status changes to Ended in the Voice Interaction view.
You can perform any of the following functions by using the Voice Consult toolbar:
Alternate (toggle) between the contact or internal target and the transfer target by
clicking Resume Call (
). The other party is put on hold until you toggle back or
complete the transfer.
End the call to the consultation target and resume the call with the Contact or internal
target (
).
Send dual tone multi frequency (DTMF) to the transfer target by using the DTMF
keypad (
).
37
For VoIP-/SIP-enabled agents, the following additional call actions are available:
record the call, mute and unmute the call, and adjust the microphone and speaker
volumes. Refer to Voice Interactions for a list of additional actions and limitations.
Once the transfer is completed, close the Voice Interaction window by clicking Mark Done (
). You might be configured to specify a disposition code before you can click Mark Done.
Note: You choose to change the transfer to a conference by clicking the Instant
Conference button (
), selecting the consultation target from the Team Communicator,
and clicking Instant Voice Conference. Refer to Completing the Conference.
[+] Conference
Starting a Voice Conference

To talk to the conference target prior to conferencing the call to the internal target or another
contact, click the consultation button in the toolbar, and from the Team Communicator
Action menu select the following option:
Start Voice Consultation (or Start Voice Consultation (Conference), depending on the
type of configuration that you have).
After the consultation request is initiated, the contact or internal target is put on hold,
and the call is presented to the consultation target. Look at the Call Status indicators
next to the name of the party to determine whether the contact or internal is on hold and
to determine when the consultation request changes from Establishing to Connected.
Completing the Conference
After your target accepts the consultation, to complete the Conference, click the Instant
Conference button (
), select the consultation target from the Team Communicator, and
click Instant Call Conference. The contact or internal target is connected to the transfer
target to conference the call to the target. The contact or internal target is connected to the
conference target.
You can perform any of the following functions by using the Voice Consult toolbar:
38
Alternate (toggle) between the contact or internal target and the conference target by
clicking Resume Call (
). The other party is put on hold until you toggle back or
complete the conference.
End the call to the conference target and resume the call with the Contact or internal
target (
).
Send dual tone multi frequency (DTMF) to the conference target by using the DTMF
keypad (
).
Note: You can choose to change the conference to a transfer by clicking the Instant
Transfer button (
), selecting the consultation target from the Team Communicator, and
clicking Instant Voice Transfer. See transfer for more information.
After the conference is established, you can perform the following actions:
Disable and enable listening.
Remove a party from the conference.
Complete the call by clicking End Call (
).
Close the Voice Interaction window by clicking Mark Done (

). You might be
configured to specify a disposition code before you can click Mark Done.
Disabling and Enabling Listening
You might be configured to disable and enable listening by parties in a conference. Click the
Party Action menu on the Voice Interaction view and select Listen Disconnect to disable
listening for that party. The party can still talk, but the party cannot hear what you and the
other party say. When Listen Disconnect is active for a party, a small red circle with a slash
is displayed next to the party icon.
Click the Party Action menu on the Voice Interaction view and select Listen Reconnect to
enable listening for that party. The party can now hear what the other two parties are saying.
39
Removing a Party from the Conference
You might be configured to remove a party from a conference. Click the Party Action menu
on the Voice Interaction view and select Delete From Conference to remove that party from
the conference. You can still talk to the party who was not removed from the conference.
Voice Recording
The Voice Recording functionality (for VoIP/SIP enabled agents only) enables you to record
the current voice interaction with a contact or an internal target. Workspace supports two
different types of voice recording, emergency recording and controlled call recording. Your
system administrator configures the type of voice recording that is supported in your
environment.
If you are configured for emergency recording, you can start and stop recording by using a
single toggle button.
If you are configured for controlled recording, you can start a recording, pause a recording,
resume a recording, and end a recording.
In addition, you might also be configured for automatic or system-guided recording. If this is
the case, you will receive a notification that recording is in progress.
Call recording enables you to perform the following functions from the Voice Interaction
window and the Main Window Interaction Bar:
Record the call?Click Record the Call (
) to record a call.
Stop recording the call?Click Stop Recording the Call (

call that you are currently recording.
Pause recording the call?Click Pause Recording the Call (
a call that you are currently recording.
) to stop recording a
) to pause recording
Resume recording the call?Click Resume Recording the Call (

recording a call that you are currently recording.
) to stop
When you are recording a call, the call icon in the connected-parties area changes to red.
SIP call
recording
40
When you pause a call recording, the red call icon changes back to blue.
If you place your mouse pointer over the call icon, a Tooltip will be displayed to indicate both
that the call is being recorded and the length of time of the recording.
A call-recording icon (
recording is active.
) is displayed in the title bar of the Main Window when a call
Video Interaction
The Video Interaction window is a floating view that enables you to view an inbound video
stream from a contact or other target. The video stream might come from a mobile device or
a computer that is equipped with a webcam. If you have a video camera as part of your
system, you can send a video stream to the contact.
The Video Interaction window enables you to view both video streams simultaneously, or
only the inbound video stream.
Click Start Video to connect to the video stream during a voice call that also has a
video component. This button is displayed in the Interaction Bar only if the call has a video
component.
Click Stop Video to close the Video Interaction window. This does not end the call, it
only stops the video stream from being displayed and stops sending your video stream to
the contact.
In the Interaction Bar, use the button Start/Stop Video enable to display or hide the video
window.
The following buttons enable you to control the video stream:
IW
/
Click to start or stop the video stream component of a video-enabled
Stop
voice call. Use this feature to put the video "on hold". This has no effect on the voice
Video
call. The video stream sends a message to your contact that says "On Hold". If you
Camera
put the voice call on hold, the video call is also put on hold.
Button
850.png
Put the call on hold and retrieve the call. The call status changes to On
Hold, and then back to Connected when you retrieve the call. When you put the
call on hold, the video stream is also put on hold. You and the contact can no longer
see each other's video streams. A "Video on Hold" message is displayed to the
contact.
41
/IW Click to show or hide in the Video Interaction window the thumbnail view of
yourHide
video stream.
Video
Click to toggle the view of the Video Interaction window between the inbound
Thumbnail
video
stream and the video stream from your web cam.
Button
850.png
You can resize the Video Interaction window by clicking and dragging the edges of the
window. Workspace remembers the size and position of the last Video Interaction window
that you used.
When you end the voice call, the video stream will also end and the Video Interaction
window is closed.

The Web Callback Interaction window is similar to the Voice Interaction window. It enables
you to view all of the information that is necessary to handle a voice interaction with a
contact who has requested a callback from your company web page.
Web Callback enables you to preview the web-callback interaction before you connect the
call manually.
If your status is Ready on the Web Callback channel, new callback requests can be routed
to you. When a web-callback interaction is routed to you, a new Interaction Notification is
displayed. Click Accept to display the Web Callback Interaction Preview. Use the Web
Callback Interaction Preview to make an outbound voice call. Click Reject to return the
record to the another agent, routing point, or queue. If you do nothing, the interaction will be
returned to another agent, routing point, or queue.
[+] Web Callback Interaction Preview
Using the Web Callback Interaction Preview

The Web Callback Interaction Preview is a special version of the Voice Interaction view.
More detailed information about voice interaction controls can be found here.
The Web Callback Interaction Preview enables you to view information about a web-callback
interaction before you connect to the contact. The Web Callback Interaction Preview
contains the following features and functionality:
42
Case Information?Summary information about the interaction. The content of this

area is specified by your administrator. It might contain information that the contact
has entered into your company web page, the phone number of the contact, and so
on.
Call Preview Actions (toolbar)?Actions that you can perform, including starting the
call, marking the call as Done, and scheduling a different time for the callback.
Callback Information?Specific information about the record. The content of this
area is specified by your administrator. It might contain a range of time for which the
contact has indicated availability, the name of the contact, or information about the
nature of the interaction.
Contact?The Contact Directory view enables you to manage contact information.
Responses?The Responses view enables you to access a database of prewritten
standard responses for your interactions. You can read these responses to the
contact during a phone interaction.
Call Preview Actions

Call-preview actions are standard controls for web-callback interactions. Workspace enables
you to perform the following call-preview actions:
Call the Contact?Click Call (
Callback Interaction view.
) to connect to the contact and display the Web
Done?Click Done (
) to mark the call as Done. You can do this instead of calling
the contact or after you have called the contact.
Schedule a Callback?Click Schedule a Callback (
) to reschedule a callback to
a different time than the time that was requested by the contact (for example, if the
contact does not answer their phone, the contact's line is busy, the contact is not
available to take the call, or you get the contact's answering machine).
[+] Web Callback Interaction View
Handling a Web Callback Interaction

If you click Call on the Web Callback Preview, the Web Callback Preview window is updated
to display the Call Status and Call Actions of the Web Callback Interaction window.
43
Call Status
The call-status area of the Web Callback Interaction window provides the contact's phone
number or name and the status of the call. Possible call statuses might include the following:
On Hold?The call is in a state in which the contact is unable to hear you and you are
not able to hear the contact when the contact is on hold.
Ready to Call?Your system is ready to connect the call to the contact. This is the
default status if you or the other party end the call.
Call Actions
Call actions are standard controls for outbound interactions. Workspace enables you to
perform the following call actions:
Party Action Menu?In the call-status area, click the down arrow that is beside the
name of the contact to start a different interaction type with the contact, such as an
e-mail interaction, if the contact has additional channel information available in the
contact database.

cannot hear the contact, and the contact cannot hear you.
) to redirect the current
outbound interaction to a contact or internal target that you select by using the Team
Communicator.
) to start a voice
conference instantly with the current outbound interaction and a contact or internal
target that you select by using the Team Communicator.
Send DTMF?You can attach numerical data to a call by entering dual-tone
multifrequency (DTMF) digits into the call case history. Click the keypad button (
)
to open the DTMF keypad. Type numbers into the number field, or click the keypad
44
Chat Tasks Overview

) to reschedule a callback
(for example, if the contact is too busy to respond now) for a different date and/or
time.
Start Consultation?Start a voice consultation with an internal target or a contact (
). The target can choose not to accept the request. The target can end the
consultation. You can end the consultation, or you can transfer or conference your
Mark Done?Complete a call and close the Voice Interaction window by clicking Mark
Done (
). You might be configured to specify a disposition code before you can
click Mark Done.
Dispositions
Use the Dispositions view to assign a disposition code to an ongoing or terminated
interaction, to qualify the outcome of the interaction.
Note
Chat Tasks Overview

Chat tasks enable you to handle chat interactions with contacts and internal targets.
Chat Interaction?Enables you to view all of the information that is necessary to
handle a chat interaction with a contact.
Chat Consultation?Enables you to consult with another agent about the current chat
interaction. Chat consultations that are started from an active interaction enable your
internal target to view case data, contact information, and history, as well as the live
transcript of the communication with the external contact. The target agent can
choose not to accept your consultation request. You can also transfer or conference
your call from an Active Consultation to the consultation target.
45
Chat Tasks Overview
Chat Interaction
Chat is real-time two-way communication between you and your contact through your
computer.
[+] Overview
The Chat Interaction Window

During a chat session, you and your contact enter text in the Chat Window interface, and the
window maintains a scrolling list of the written correspondence. A small notice appears next
to your contact's name when he or she is typing. The text that your contact types appears
both on your chat window and on your contact's chat window.
The Chat Interaction window enables you to handle many chat-related tasks, which include
the following:
Send a response to the contact.
View an indicator (
) that enables you to determine when a response from you is
pending.
Push one or more URLs to your contact (open web pages automatically on the
contact's desktop).
(
) Instant-transfer the chat.
(
)Instant-conference the chat.
Use the Notepad to attach a note to the interaction history.
View Case Data (attached data) for the current interaction.
Start a consultation:
Voice (internal targets and contacts).
IM (an internal target only).
Chat (an internal target only).
Call the sender, if there is a phone number in the contact database. You can also
click a phone number in the Chat transcript to launch a call.
E-mail the sender, if there is an e-mail address in the contact database. You can also
click an e-mail address in the Chat transcript to launch an e-mail message.
Blend the interaction with other media (such as e-mail, voice, and SMS) by using the
Party Action menu.
46
Chat Tasks Overview
Media blending
View and manage contact history.

View and manage contact information. You might also be configured to assign an
Collapse
Expand
Use a standard response.
[+] Chat
Handling a Chat Interaction

When you accept a chat interaction, the Chat Interaction window is displayed.
The name of the contact and the elapsed time of the interaction are displayed at the top.
Connection-status information is displayed next to the contact drop-down menu. Use the
contact drop-down menu to call the contact if the contact's phone number is available from
your contact database.
The Chat toolbar is above the Chat Transcript area. Use the Chat toolbar to do the following:
End Chat?Click End Chat (
) to stop the current chat interaction.
47
Chat Tasks Overview
Instant Chat Transfer?Click Instant Chat Transfer (

) to redirect (transfer) the
current chat interaction to an internal target by using the Team Communicator.
Instant Chat Conference?Click Instant Chat Conference (
) to share
(conference) the current chat interaction with an internal target by using the Team
Communicator. To conference with an agent group, a skill, or an interaction queue,
choose the name of the skill, group, or queue, and an available agent with that skill
or in that group or queue is notified of your conference request.
Consultation?Click Start Consultation (
) to start an IM, voice, or chat
consultation with an internal target or a contact by using the Team Communicator.
To consult with an agent group, a skill, or an interaction queue, choose the name of
the skill, group, or queue, and an available agent with that skill or in that group or
queue is notified of your consultation request.
Chat Consultation menu
Mark Done?Complete a chat session and close the Chat Interaction window by
clicking Mark Done (
) for the current interaction. You might be configured to
specify a disposition code before you can click Mark Done. The Mark Done button is
displayed after the Chat interaction is ended.
Chat Transcript Area
The Chat Transcript area displays the contents of the chat messages that you exchange
with your contact as well as system information, such as the names of participants as they
join and leave the chat session, and the time of each event and message. System and
message content is color-coded by participant, to enable you to distinguish the owner of
each message visually. You can select and copy text from the chat transcript.
You might be configured to have a nickname (pseudonym) displayed as your participant
name instead of your real name or your user name. A nickname might be a generic name for
all agents in your group, or it might be a unique identifier for you. If you are configured to
have a nickname, your nickname is displayed to the contact in the contact's chat transcript
and in your chat transcript.
48
Chat Tasks Overview
Chat Message Area
The Chat Message entry area enables you to enter, preview, and spell-check your message
before you send it to your contact. The Chat Message entry area enables you to perform the
following actions:
Type text.
Paste, copy, and select text by using the context menu.
Insert and push a URL.
Insert and edit a standard response.
Verify the spelling of the content of your message.
Push a URL to a Contact
Click the Show the Push URL area button (

open the Push URL area.
) that appears below the Send button to
Chat Push URL view
Use this area to enter and test a URL before you push (send) it to your contact.
Type or paste a URL in the Push URL Area text field, or select a previously sent URL by
selecting it from the drop-down list.
Click Check URL (
URL is correct.
) to open the URL in a web browser on your desktop, to verify that the
Warning
Incorrectly typed URLs often point to websites that
contain inappropriate content. If you send a customer to
the wrong website, it might damage the reputation of
your company and/or threaten your position in your
company.
Click Send to push the URL to your contact. The following text and an active URL link are
displayed in the Chat Transcript area of the chat window or browser of your contact:
49
Chat Tasks Overview
Please navigate to the link: <url>

You can view the history of URLs that you have used by clicking the down arrow in the Push
URL field to open a menu from which you can select a previous URL. Alternately, you can
start typing a URL that you have used before, and Workspace will auto-suggest URLs in
your history that match what you enter.
Click the Hide the Push URL area button (
close the Push URL area.
) that appears below the Send button to
Pending Response Indicator
When you receive a message from your contact, a timer is started (

). The duration of the
timer is specified by your administrator. The timer indicates that you have a pendingresponse to your contact.
The pending-response indicator is displayed next to the interaction-type icon (
of the interaction window.
) at the top
The color of the pending response indicator begins as green. If you have not responded by a
specific time interval, the indicator changes to yellow. If you still have not responded by a
second time interval, the indicator changes to red and begins to flash.
If you have a pending response, and the Chat Interaction window is not the active window, it
begins to flash in the Windows taskbar, regardless of the condition that is displayed by the
pending-response indicator.
If you place your mouse pointer over any flashing item, a preview of the interaction is
displayed and the flashing stops. The preview displays the latest message from the contact.
[+] Transfer
Transferring a Chat Session

To transfer a chat session that you have accepted, perform the following steps:
1. Click the Instant Chat Transfer (
2. Choose a transfer target.
) button. The Team Communicator is displayed.
50
Chat Tasks Overview
3. Select Instant Chat Transfer.

If the target accepts the interaction, the interaction window on your desktop closes.
If the target rejects the interaction, an error message informs you that the target has rejected
the interaction.
[+] Conference
Conferencing a Chat Session

To invite another party to join your chat session, perform the following steps:
1. Click the Instant Chat Conference (
displayed.
2. Choose a conference target.
3. Select Instant Chat Conference.
) button. The Team Communicator is
An invitation is sent to the selected target.

If the target accepts the invitation, the target is added to your chat session. The target sees
the chat transcript and is able to send messages to you and your contact simultaneously.
Anything that you or your contact send during the conference is also displayed to the target.
If you end the session, the ownership of the session is transferred to the conference target.
If the target rejects the invitation, a system message is displayed at the top of the Chat
Interaction window to inform you that the conference invitation has been rejected.
Chat Consultation
The chat consultation functionality enables you to consult with an internal target about the
current chat interaction without initiating a conference with the internal target.
[+] Overview
51
Chat Tasks Overview
Starting a Chat Consultation

To invite another party to consult with you about your chat session:
1. Click the Start Consultation (
2. Choose a consultation target. To consult with an agent group or skill, choose the
name of the skill or group, and an available agent with that skill or in that group or
interaction queue is notified of your consultation request.
3. Select Start Chat Consultation from the Action menu.
An invitation is sent to the target.
If the target accepts the invitation, a new chat interaction with the target is added to
your Chat Interaction window, below your first interaction.
If the target rejects the invitation, a system message is displayed at the top of the
Chat Interaction window to inform you that the conference invitation has been
rejected.
4. Either you or your target can end the chat consultation. Ending the chat consultation
does not end your chat interaction with your contact.
Use the new chat interaction to send chat messages to your target without your contact
seeing what you type or what your target responds.
The target sees the chat transcript between you and your contact.
If you click End (
) to end the session with your contact, the session with your
consultation target also ends.
Both you and your target must click Mark Done (
) to close the interaction.
Note: If you have a pending response, and the Chat Interaction window is not the active
window, it begins to flash in the Windows taskbar, regardless of the condition that is
displayed by the pending-response indicator.
You can also launch an Instant Messaging (IM) session or voice call with another agent to
consult about the chat session.
You can transition your chat, IM, or voice consultation into a transfer to or conference with
your consultation target.
[+] Transfer
52
Chat Tasks Overview
Transfer to Consultation Target

You can transfer your active chat interaction to your consultation target.
1. Click the Instant Chat Transfer (
2. Under Active Consultations, choose the active consultation target as your transfer
target.
3. In the Action menu, select Instant Chat Transfer.
The contact is connected to the transfer target, and the Chat Interaction window on your
desktop closes.
[+] Conference
Conference with Consultation Target

You can conference your active chat interaction to your consultation target.
1. Click the Instant Chat Conference (
) button. The Team Communicator is
displayed.
2. Under Active Consultations, choose the active consultation target as your
conference target.
3. In the Action menu, select Instant Chat Conference.
The consultation target is added to your chat interaction. The Chat Interaction window
displays the entire transcript of the chat session between you and the contact.
You, the contact, and the consultation target can each see the messages that are sent by
the others.
If the conference target does not accept your request, the conference request is released.
During the chat conference, you can perform the following actions:
In the Action menu next to the name of the connected party, you can choose Delete
From Conference to remove the party from the conference.
Click End (
) to end the session with your contact?the session between your
consultation target and the contact continues.
53

The E-mail Interaction window enables you to view all of the information that is necessary to
handle inbound and outbound e-mail interactions with a contact.
If you are a supervisor or Team Lead, you might be responsible for QA Review of E-Mail
Interactions.
Inbound E-Mail
The Inbound E-mail Interaction window enables you to handle many e-mail?related tasks.
[+] Overview
The Inbound E-mail Interaction Window

The Inbound E-mail Interaction window enables you to handle many e-mail?related tasks,
including the following:
Reply or Reply All to the e-mail.

Transfer (forward) the e-mail.
Forward the e-mail to an External Resource.
Consult with an internal target or with a contact.
Start a Voice Consultation with an internal target or with a contact.
Start an IM Consultation with an internal target.
Save the e-mail in a workbin for later handling.
Call the sender if there is a phone number in the contact database.
View and manage contact history. Open and handle e-mail interactions from the
contact history.
54
Collapse
Expand
View the standard response library, if you decide to call the sender instead of
replying to the e-mail.
Print the current e-mail interaction.
Blend the interaction with other media, such as voice and SMS, by using the Party
Action menu.
Media blending
[+] Transfer
Transferring an Inbound E-Mail Interaction

To transfer an e-mail interaction that you have accepted, click the Transfer (
) button.
The Team Communicator is displayed. Choose a transfer target. Select E-Mail Transfer.
If the target rejects the interaction, the interaction window reopens on your desktop and
displays an error that informs you that the target rejected the interaction.
[+] Forward
55
Forwarding an Inbound E-Mail Interaction to an External Resource

To forward the e-mail to an external resource, click Forward the email to External
Resource (
) on the active inbound e-mail window toolbar to open the Team
Communicator.
Enter a valid e-mail address, select a contact, or select a favorite to which the e-mail is to be
forwarded.
Click the Action Menu drop-down list that is displayed next to the name of the external
resource to whom you want to forward the interaction, and then select E-Mail Forward to
External Resource.
The interaction window closes on your desktop and the e-mail is forwarded to the in-box of
the external resource.
Outbound E-Mail
Outbound e-mail interactions can be generated in several different ways:
From an Inbound E-mail Interaction window, by clicking:
Reply (
Reply All (
)
By using the Team Communicator to find a contact and selecting New E-Mail.
By selecting Create a New E-Mail from the Contact Directory.
By replying to an inbound e-mail from the Workbins view.
By replying to an inbound e-mail from the Contact History.
During a voice, chat, or workitem interaction, by clicking the Action menu on the lefthand side of the name of a connected party and selecting New E-mail.
Tip
When you reply to an inbound e-mail interaction,
Workspace might be configured to have the contents
of the original e-mail interaction included in the body of
the reply e-mail interaction.
[+] Overview
56
The Outbound E-mail Interaction window

The Outbound E-mail Interaction window enables you to handle many e-mail-related tasks,
Save the e-mail interaction in a workbin for later handling.
Attach one or more selected files to the e-mail interaction. Note: Workspace might
be configured to restrict the types of files that you attach. If you select a restricted
file-type, an error message is displayed to inform you that your company does not
permit the attachment of that file type (for example, .exe, .bat, .jar, .js, and
others).
Delete the e-mail interaction without sending it.
Start a Voice Consultation with an internal target or with a contact
Start an IM Consultation with an internal target
Select the sender from the From drop-down list of addresses from which you are
configured to send e-mail.
Select an alternate e-mail address for the recipient.
Add one or more Carbon Copy (CC) recipients.
Add one or more Blind Carbon Copy (BCC) recipients.
Call the recipient if there is a phone number in the contact database.
Send the recipient an Instant Message (IM) if the recipient is an internal target.
View and manage contact history. Open e-mail interactions from the contact history
and put them back.
Collapse
Expand
View the standard response library, and insert a response in the e-mail interaction.
Print the current e-mail interaction.
Specify or change the e-mail subject.
Write a reply or new e-mail interaction.
Switch between text-only and HTML-formatted e-mail interaction.
Specify fonts, text styles, and paragraph formats for an HTML-formatted emailinteraction.
Choose which language is used for the spelling-check function.
Send the e-mail interaction to the recipient.
57
Tip
You might be configured to have your e-mail
interactions reviewed before they are sent to your
contacts; or, you might be configured to review the
outbound e-mail interactions of other agents.
Send an interim reply e-mail interaction by clicking the Send button, and select
Interim Send from the drop-down menu.
Tip
You might be configured to have signatures inserted
automatically into new e-mail interactions.
[+] Send
Sending an Outbound E-Mail

Outbound e-mail interactions can be composed as either text-only or HTML-formatted. An
HTML-formatted e-mail interaction enables you to specify the appearance of the content and
add HTML-formatted responses from the Standard Response Library. Text only e-mail does
not support HTML-formatted standard responses; however, some HTML-formatted standard
responses contain text-only components that can be inserted.
To create an outbound e-mail interaction:
1. First confirm that you have specified one or more recipients by typing a recipient's email address in the To field, or by selecting a recipient from the Team
Communicator. You can add additional recipients by using the Add Cc menu.
2. Next, enter the subject of the e-mail interaction in the Subject field.
3. Verify that your Spelling Check language is correct.
4. If you are sending an HTML-formatted e-mail interaction, choose a font, font size,
and style for the main body of your e-mail interaction. You can set different fonts, font
sizes, and colors by selecting individual characters, words, or blocks of text and
specifying different options for the selected text.
58
Format individual paragraphs by selecting them and then using the paragraph format
buttons to specify the Numbered, Bulleted, Indented, Right-aligned, Centered, Left-aligned,
or Block paragraph format.
1. Compose your e-mail interaction by typing in the composition area, or by clicking an
insertion point in the composition area and inserting a response from the Standard
Response Library. Right-click in the composition area to use the Cut, Copy, and
Paste editing tools.
2. A red wavy line appears below each word that is not in the spelling-check dictionary
that you have specified. Right-click the misspelled word to correct it or to add the
word to your personal dictionary. You can also choose to ignore once (Ignore) or
always ignore (Ignore All) the spelling.
3. Specify a disposition code, if required.
4. When your e-mail interaction is complete, you can perform any of the following
actions:
Click Save in Draft Workbin (
review.
) to store it in a workbin for further processing or
Click Send (
) to send your e-mail interaction to the specified recipient(s). The Email Interaction window is closed and the inbound e-mail interaction is marked done.
Click the Send button, and select Interim Send from the drop-down menu, if you
want to send an interim reply e-mail interaction. The E-mail Interaction window
remains open and the inbound e-mail interaction is not marked done.
If you do not want to save or send the e-mail interaction, click Delete (
).
[+] Quality Assurance
=E-Mail Quality Assurance (QA) Review

You might be configured to have your outbound e-mail interactions sent to your team lead or
supervisor for a QA review before the e-mail interaction is sent to your contact. If you are
configured to be a QA reviewer, the review process is described here.
Your QA reviewer might return the e-mail interaction to you to be updated, or the reviewer
might accept the e-mail interaction and allow it to be sent. The review process might require
more than one iteration.
E-mail interactions that are sent for review might be directed to the reviewer or stored in a
workbin that is specifically for reviews. The reviewed e-mail interaction might be returned to
59
you directly or stored in a workbin that is specifically for e-mail interactions that are to be
updated or reworked.
If your administrator has configured the status of the review to be displayed, it is displayed in
the Case Information for the interaction, so that you know whether you have to update the email interaction content. If the status is Rejected (or some other disposition that is defined
by your system administrator), the e-mail interaction was not sent to the contact.
The reviewer might update the content of the e-mail interaction, or the reviewer might add
instructions for you in the Notepad view.
After you have completed the updates to the e-mail interaction, click Send to deliver the email interaction back to the reviewer for approval or rejection.
QA Review of E-Mail
Your system administrator defines the review process in your contact center. Agents might
be set up for mandatory review or they might have to request review. There are many ways
that an administrator might define the routing of reviewed e-mail interactions; for example, email interactions for review might be routed directly to a reviewer, team lead, or supervisor,
or they might be routed to a workbin.
You might be configured to review outbound e-mail interactions created by agents that you
supervise, lead, or review, for Quality Assurance (QA) purposes. If you are a reviewer,
outbound e-mails are directed to you prior to being sent to a contact.
As a reviewer, you might receive e-mail interactions for review by an interaction preview or
you might retrieve outbound e-mail interactions from a workbin.
When an e-mail interaction for review is directed to you, an interaction preview is displayed
on your desktop. Click Accept to display the interaction; Click Reject to return the
interaction to the queue.
The Interaction Preview window displays the Case Information view. The Origin field
specifies the sender of the interaction and indicates that it is for review. You might view and
edit the QA Review Status field. It contains attached data that specifies the status of the
review. When you first receive it, the status might be Unknown or For Review, depending
on how your administrator has configured your system. There might be other information
about the priority of the interaction or the business area to which it belongs.
If you accept the e-mail interaction for review, the interaction window is displayed on your
desktop. The Case Information view is displayed in the Interaction window. The Origin field
60
specifies the sender of the interaction and indicates that it is for review. The QA Review
Status field is editable. It contains attached data that specifies the status of the review. The
Party Status area displays the e-mail monitoring icon (
) to indicate that the agent is
under review. The Interim Send button is not available for review e-mail interactions.
You can review the interaction and provide feedback to the agent who originated the
outbound e-mail interaction. Depending on the policy at your company, you might provide
feedback by directly editing the content of the e-mail interaction, or you might add notes for
the agent in the Notepad view, or you might discuss the content with the agent verbally. In
the Review E-mail Interaction window, you can do the following:
Update the Review Status in the Case Information view (if you are configured to do
so by your administrator)
Edit the content of the e-mail interaction
Set a Disposition
Add text to the Note tab
Use other standard E-mail Interaction window functions
If you are configured to set the status of the review, your Send button might contain a dropdown menu that enables you to select an action to occur when the interaction is sent. You
can send the message as Approved to the contact, or return it to the agent as Rejected.
Your administrator might have configured different "rejection reasons" from which you can
choose.
Otherwise, when your review is complete, set the status in the Case Information are to one
of the states that are configured by your administrator. For example, the following states
might be available:
Accepted?The e-mail interaction is sent to the contact when you click Send.
Rejected?The e-mail interaction is sent back to the agent or to a workbin that
contains reviewed interactions when you click Send.
Unknown?The e-mail interaction is sent back to the review queue or to a review
workbin when you click Send.
If you specified Rejected, the QA Review Status in the Case Information is updated to
Rejected and the interaction is returned to the originating agent.
61
SMS Interaction
SMS Interaction
Short Message Service (SMS) is a text-messaging component of voice and Internet
communication. SMS enables the exchange of text messages between you and a contact
through your computer. Typically, a contact will send you SMS from a mobile device, a web
interface, or an e-mail client.
By definition, SMS are short messages. Workspace supports 160 characters per message. If
you attempt to send a message that is longer than the character limit, additional messages
will be sent to accommodate your entire message.
Workspace supports two modes:
Page?You receive a single inbound SMS to which you can send a response or that
you can handle in other ways.
Session?You receive an inbound SMS that starts a chat session with a contact.
SMS Session is non?real-time two-way communication between you and your
contact through your computer.
[+] Page Mode
SMS Page Mode

In SMS Page Mode, a single SMS is received on your desktop. You can respond to the SMS
or handle it in other ways, similar to the way that e-mail interactions are handled. You are
not connected in real-time to your contact. The text that your contact types appears both on
your SMS Session window and on your contact's device. The text that you enter and send
from the SMS Session window is displayed on the contact's device.
The SMS Page Interaction window enables you to handle many SMS-related tasks, which
include the following:
Send a response to the contact. As soon as you click Send, the SMS Page
Interaction window closes and the interaction is automatically marked Done.
(
) Instant-transfer the SMS.
Select Mark Done for the current interaction. This action closes the interaction
window without sending a response.
62
SMS Interaction
View case data (attached data) for the current interaction.

Start a consultation (
):
Call the sender, if there is a phone number in the contact database. You can also
click a phone number in the SMS transcript to launch a call.
E-mail the sender, if there is an e-mail address in the contact database. You can also
click an e-mail address in the SMS transcript to launch an e-mail.
Blend the interaction with other media (such as e-mail, voice, and SMS) by using the
Party Action menu.
Media blending

View and manage contact information. You can update the contact information.
Commonly, you will receive SMS that does not link to the contact database. You
might also be configured to assign an unknown interaction to a contact in the contact
database by using the Manual Contact Assignment feature.
Collapse
Expand
Handling an SMS Page Interaction

When you accept an SMS Page interaction, the SMS Page Interaction window is displayed.
The name of the contact, the originating phone number, and the elapsed time of the
interaction are displayed at the top.
contact drop-down menu to call the contact, if the contact's phone number is available from
63
SMS Interaction
The SMS toolbar is above the SMS Transcript area. Use the SMS toolbar to do the
following:
Instant SMS Transfer?Click Instant SMS Transfer (
current SMS interaction to an internal target by using the Team Communicator.
) to start an IM or voice consultation
with an internal target or a contact by using the Team Communicator.
SMS Consultation
Menu
Mark Done?Complete the interaction and close the SMS Page Interaction window
by clicking Mark Done (
displayed as soon as the SMS Page interaction is displayed.
[+] Session Mode
SMS Session Mode

During an SMS session, you and your contact enter text in the SMS Session Window
interface, and the window maintains a scrolling list of the written correspondence. There is
no typing notification during an SMS Session because you are not connected in real-time to
your contact. The text that your contact types appears both on your SMS Session window
and on your contact's device. The text that you enter and send from the SMS Session
window is displayed on the contact's device.
Unlike Page Mode, you maintain ownership of the interaction until you click Done or until the
timer for the exchange times-out. The time-out interval is configured by your administrator. If
no SMS are exchanged for a specified time interval, the session ends. Click Done to close
the session.
The SMS Session Interaction window simulates a chat interaction. It enables you to handle
many SMS Session-related tasks, which include the following:
Send a response to the contact.
(
) Instant-transfer the SMS.
64
SMS Interaction

Start a consultation (
):
Call the sender if there is a phone number in the contact database. You can also
click a phone number in the SMS transcript to launch a call.
E-mail the sender if there is an e-mail address in the contact database. You can also
click an e-mail address in the SMS transcript to launch an e-mail.
[+] Session Interactions
Handling an SMS Session Interaction

When you accept an SMS Session interaction, the SMS Session Interaction window is
displayed.
The name of the contact, the originating phone number, and the elapsed time of the
interaction are displayed at the top.
contact drop-down menu to call the contact if the contact's phone number is available from
The SMS Session toolbar is above the SMS Transcript area. Use the SMS Session toolbar
to do the following:
Instant SMS Transfer?Click Instant SMS Transfer (
current SMS interaction to an internal target by using the Team Communicator.
) to start an IM or voice consultation
with an internal target or a contact by using the Team Communicator.
65
SMS Interaction
SMS Consultation
menu
Mark Done?Complete the interaction and close the SMS Session Interaction window
by clicking Mark Done (
displayed as soon as the SMS Session interaction is displayed.
[+] Transcript
SMS Transcript Area

The SMS Transcript area displays the contents of the SMS messages that you exchange
with your contact as well as system information, such as the names of participants as they
join and leave the session, and the time of each event and message. System and message
content is color-coded by participant, to enable you to distinguish the owner of each
message visually. You can select and copy text from the SMS transcript.
If the SMS contains a phone number or an e-mail address, you can click it to launch a voice
or e-mail interaction, respectively.
SMS Message Area

The SMS Message entry area enables you to enter, preview, and spell-check your message
before you send it to your contact. The SMS Message entry area enables you to perform the
following actions:
Type text
Paste, copy, and select text by using the context menu
Insert and edit a standard response
Verify the spelling of the content of your message
[+] Transfer
Transferring an SMS Session

To transfer an SMS or an SMS Session that you have accepted, perform the following steps:
1. Click the Instant SMS Transfer (
2. Choose a transfer target.
3. Select Instant SMS Transfer.
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Workitems
If the target rejects the interaction, an error message informs you that the target has rejected
the interaction.
Workitems
Workitems are documents that might be directed to you for handling. They include numerous
non-interactive media types, such as faxes, that you might have to view while you are
handling interactions of another type, such as e-mail.
The Workitem Interaction window enables you to handle tasks that are related to workitems,
Transfer (forward) the workitem

Select Mark Done for the current interaction
Start a Voice Consultation with an internal target or with a contact
Start an IM Consultation with an internal target
Store it in a workbin for further processing or review
Open an in-progress workitem from a workbin or Queue in the History view.
Set a disposition code
Use the Notepad to attach a note to the interaction history
View Case Data (attached data) for the current interaction
Call the sender if there is a phone number in the contact database
Send the recipient an Instant Message (IM) if the recipient is an internal target
E-mail the sender if there is an e-mail address in the contact database
View and manage contact history
Collapse
Expand
View the standard response library if you decide to call the sender to discuss the
workitem contents
67
Internal IM
Transferring a Workitem
To transfer a workitem that you have accepted, click the Workitem Transfer (
) is
displayed. Choose a transfer target. The target must be configured to receive interactions of
the type of the workitem. Select <workitem type> Transfer.
If the target rejects the interaction, the interaction window reopens on your desktop and
displays an error that informs you that the target has rejected the interaction.
Internal IM
This feature enables you to send an Instant Message (IM) to another agent (internal target)
or receive an IM from an internal target. If you start the IM from an active Voice Interaction,
you can share contact information with the IM target. You can transition from an IM
consultation session to a voice consultation.
Important
Your account must be configured to use Internal
Instant Messaging.
[+] Sending
Sending an IM
Use the Team Communicator on your Main Window view to find the internal target with
whom you want to start an IM session.
In the Internal Target Action menu, select Send an Instant Message <target name>.
The IM session is started in the Interaction window. The target is presented with an
interactive notification that enables them to accept or reject your invitation to start an Instant
Messaging session. You are notified if the target accepts, rejects, or lets your invitation timeout.
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Internal IM
The tab at the top of the Interaction window indicates the agent logon of the internal target
with whom you are in an IM session.
The Status indicator displays the agent logon of the internal target with whom you are in an
IM session and the status of the session. The status is either Connected or Ended.
The large text field contains a transcript of the IM session. Your logon and the logon of the
Internal target are displayed above the messages in different colors to enable you to
determine who is writing. Each entry is marked with a timestamp. The logons appear above
the text that the participant entered.
Enter your message in the field next to the Send button. Click Send or press the Enter key
on your keyboard to send your message to the internal target.
When your session is complete, click End Session (
Click the Mark Done button (
) to disconnect the IM session.
) to close the IM session window.
[+] Receiving
Receiving an IM
If another agent wants to start an Instant Message session with you, the other agent selects
your name from the Team Communicator and then selects Send an Instant Message from
the Action menu.
An interactive notification is displayed above the system tray and the interaction window is
minimized in your task bar.
Click Accept to display the new IM interaction in your Interaction window. Click Reject to
refuse the IM interaction. If you do not click Accept or Reject, the interactive notification is
dismissed, but the pending IM interaction remains in your task bar until you display it.
The tab at the top of the Interaction window indicates the agent logon of the internal caller
with whom you are in an IM session.
The Status indicator displays the agent logon of the internal caller with whom you are in an
IM session and the status of the session. The status is either Connected or Ended.
The large text field contains a transcript of the IM session. Your logon and the logon of the
Internal caller are displayed above the messages in different colors to enable you to
69
Internal IM
determine who is writing. Each entry is marked with a timestamp. The logons appear above
the text that the participant entered.
Enter your message in the field next to the Send button. Click Send or press the Enter key
on your keyboard to send your message to the internal target.
When your session is complete, click End Session (
Click the Mark Done button (
) to disconnect the IM session.
) to close the IM session window.
[+] Consultation
Starting an IM Consultation from an Active Interaction

To start an IM consultation from an active interaction, such as voice, e-mail, or chat, perform
the following steps:
1. Click Start Consultation (
) to open the Team Communicator on your active
Interaction view to find the internal target with whom you want to start an IM session.
2. In the internal target Action menu, select Start Instant Message Consultation.
A new Internal IM message window is displayed that has the status Not Connected.
3. To initiate an Internal IM session, enter a message and click Send. To cancel the IM
session, click the Mark Done button (
).
If you sent a message, the internal target receives an interactive notification of your instant
message that includes your initial message.
If the internal target accepts your invitation, you and the target are engaged in an internal IM
session. All of the Case Data about the interaction with the contact is displayed in the IM
interaction window of your internal target. The Contact Information and Contact History tabs
are available to enable your internal target to view information about your contact and to
search the contact history database. The Information tab is read-only.
You can perform the following actions in the Consultation IM interaction window:
Enter messages in the message field.
Click Send to send the message to the internal target.
Review the message transcript in the message transcript area.
Click End Session (
) to terminate your IM Consultation.
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[+] Voice Consultation
Transitioning an IM Consultation to a Voice Consultation

If you are engaged in a Consultation IM with an internal target that you initiated from the
current voice interaction, you can transition the IM consultation to a voice consultation by
performing the following steps:
1. Click Start Consultation (
) to open the Team Communicator on your active
Interaction view.
2. Under Active Consultations, choose the active consultation target as your voice
consultation target.
The internal target with whom you are engaged in an IM consultation is presented as
the default selection unless you enter something in the search field or click any of the
filter buttons.
3. Select Start Voice Consultation in the Team Communicator Action menu.
The contact is put on hold. When the internal target accepts the consultation request, you
can speak to the internal target.

As an agent, you might be working on campaigns (for example, collections, telemarketing, or
fundraising) in which the contact interactions are outbound voice calls that are based on
calling a predetermined list of contacts.
There are two delivery modes of outbound calls. A supervisor determines in which mode you
will work:
Manual, in which you make outbound calls by requesting an interaction from a
preset calling list. Manual delivery has one dialing mode:
Preview. The system displays contact-related data to an agent, then the
agent makes the call to the contact.
Automatic, in which outbound calls are directed to your desktop. Automatic delivery
has three dialing modes:
Push Preview. The system displays contact-related data to an agent, then the
agent makes the call to the contact.
Progressive. The system dials customer numbers automatically and transfers
a call to an agent only if the connection was successfully established.
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Predictive. The system estimates the number of free agents on the basis of
current statistics, and may start beforehand, even when no agents are free.
If your supervisor or someone else in your company starts an Outbound campaign to which
you are assigned, you will receive a warning message to inform you that a specific campaign
has begun and that you are assigned to that campaign.
Note: If the campaign began before you logged in, a warning message will be displayed. If
you are working on a campaign, the My Campaigns view displays the list of active and
running campaigns. Active campaigns are indicated by a Started status message in the My
Campaigns view.
After you are connected with your contact, you can perform various tasks, depending on the
nature of the interaction. For example, you can update customer records, schedule a
callback, select a disposition code or do other call actions.
Negotiated Logout
Sometimes, an abrupt agent logout from a campaign will, by its timing, affect the quality of
service of a campaign. For example, you might click Logout at the same moment that a
predictive or progressive campaign selected you for a subsequent call currently being
established with a customer. If Workspace logged you out immediately, this particular call
may take more time to be delivered to an agent. To avoid this, your logout is delayed a few
seconds, if you initiate it by either of the following methods:
Select Logout from the Main Window title bar or the Main Menu.
Select Logout from the Voice channel, from the My Channels view of your
Workspace.
If you select Logout while you are receiving an interaction, a system message will be
displayed on your desktop to inform you that you are awaiting logoff authorization. The
message contains a countdown clock that informs you of how many minutes and/or seconds
remain before you will be authorized to log out.
If you dismiss the message window, you can still monitor the time that remains for logout
authorization by viewing your messages in the Main Window or in the My Messages window.
You can also place your mouse pointer over the Status icon to see a notification of the time
that remains for negotiated logout.
Both the My Messages view and the Status icon ToolTip provide confirmation when your
logoff is authorized.
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Outbound Preview Calls

Outbound Preview Campaign calls enable you to make campaign calls by requesting an
interaction from a preset calling list. You connect the call manually when the interaction
window is displayed.
When your administrator loads an Outbound Preview Campaign, you are informed by a popup notification. When your administrator starts an Outbound Preview Campaign, you are
informed by a second pop-up notification.
The Outbound Campaign notification enables you to retrieve a contact record from the
campaign list by clicking Get Record or to acknowledge that you are ready to join the
campaign by clicking OK.
If you click Get Record, a new Interaction Preview is displayed.
If you click OK, you must retrieve a campaign record manually. In your Workspace view,
select the My Campaigns tab. Click the name of the campaign that you want to use. Click
Get Record. A new Outbound Interaction Preview is displayed. Use the Outbound
Interaction Preview to make an outbound call.
[+] Interaction Preview
Outbound Interaction Preview

The Outbound Interaction Preview is a special version of the Voice Interaction view. More
detailed information about voice-interaction controls can be found here.
In preview mode, you can view information about a campaign call before you connect to the
contact. The Outbound Interaction Preview contains the following features and functionality:
Case Information?Summary information about the campaign. The content of this
area is specified by your administrator. It might contain the name of the campaign, a
description of the campaign, the phone number of the contact, and so on.
Call Preview Actions (toolbar)?Actions that you can perform, including changing or
selecting the phone number, starting the call, and declining the call.
Record Information?Specific information about the record. The content of this area
is specified by your administrator. It might contain a range of time for which the
nature of the call.
Contact?The Contact view enables you to manage contact information.
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Call-Preview Actions
Call-preview actions are standard controls for outbound interactions in preview mode.
Workspace enables you to perform the following call-preview actions:
Select or change the phone number?Click in the field that contains the phone
number to edit the number; click the down arrow to open the list of possible numbers
that are stored in the contact database for the contact.
Call this contact?Click Call (
Outbound Interaction view.
) to connect to the contact and display the
Decline?Click Decline (
) to display the Decline menu. Choose Call this contact
later to return the record to the campaign list that is to be called later. Choose Do not
call this contact for this campaign to remove the contact from the campaign list.
[+] Interaction View
Outbound Interaction View

If you click Call in the Outbound Interaction Preview, the view is updated to display the Call
Status and Call Actions for the outbound interaction.
Call Status
The call-status area of the Outbound Interaction view provides the contact's phone number
or name, or the internal target's extension or name, and the status of the call. Possible call
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Call Actions
Call actions are standard controls for outbound interactions.

Dispositions
The Dispositions view enables you to assign a call outcome to the outbound interaction by
using the Call Result drop-down list. Select an outcome, or click the Do Not Call check box.
The content of the Call Result menu is specified by your administrator.
You can also use the Dispositions view to assign a disposition code to an ongoing or
terminated interaction, to qualify the outcome of the interaction.
Note
Outbound Push Preview Calls

Outbound Push-Preview Campaign calls enable you to make campaign calls by first
previewing an interaction from a preset calling list and then connecting the call manually
when the interaction window is displayed.
When your administrator loads an Outbound Push-Preview Campaign, you are informed by
a pop-up notification. When your administrator starts an Outbound Push-Preview Campaign,
you are informed by a second pop-up notification.
The Outbound Campaign notification enables you to acknowledge that you are ready to join
the campaign by clicking OK.
If your status is Ready, a new Interaction Preview is displayed. Click Accept to display the
Outbound Interaction Preview. Use the Interaction Preview to make an outbound call. Click
Reject to return the record to the top of the calling list. If you do nothing, the interaction will
be returned to the top of the calling list.
[+] Interaction Preview
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Outbound Interaction Preview

The Outbound Interaction Preview is a special version of the Voice Interaction view. More
detailed information about voice interaction controls can be found here.
In push-preview mode, you can view information about a campaign call before you connect
to the contact. The Outbound Interaction Preview contains the following features and
functionality:
Call Preview Actions (toolbar)?Actions that you can perform, including changing or
selecting the phone number, starting the call, and declining the call.
nature of the call.
Call-Preview Actions
Call-preview actions are standard controls for outbound interactions in preview mode.
Workspace enables you to perform the following call-preview actions:
Select or change the phone number?Click in the field that contains the phone
number to edit the number; click the down arrow to open the list of possible numbers
that are stored in the contact database for the contact.
Call the contact?Click Call (
Outbound Interaction view.
) to connect to the contact and display the
Decline?Click Decline (
) to display the Decline menu. Choose Do not take the
record now to return the record to the campaign list that is to be called later. Choose
Do not contact this record to remove the contact from the campaign list.
[+] Interaction View
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If you click Call in the Outbound Interaction Preview, the view is updated to display the Call
Status and Call Actions for the outbound interaction.
Call Status
Call Actions

Dispositions

Note
Outbound Progressive Calls

Outbound Progressive and Predictive Campaign calls enable you to make campaign calls
from a preset calling list. Both Progressive and Predictive outbound calls are directed to your
desktop and dialed automatically. The interaction window is displayed as soon as you are
connected.
When your administrator loads an Outbound Progressive or Predictive Campaign, you are
informed by a pop-up notification. When your administrator starts an Outbound Progressive
or Predictive Campaign, you are informed by a second pop-up notification.
77
The Outbound Campaign notification enables you to acknowledge that you are ready to join
the campaign by clicking OK.
If your status is Ready, a new Interaction Preview is displayed. Click Accept to display the
Outbound Interaction view. Your outbound call is connected automatically. Click Reject to
return the record to the top of the calling list. If you do nothing, the interaction will be
returned to the top of the calling list.
Note: Progressive and Predictive calls might behave slightly differently if you are configured
for Active Switching Matrix (ASM). In this scenario, an empty record is delivered to your
desktop, and it is not populated with user information unless a connection is made to the
user. Non-ASM calls are connected after the call record is displayed on your desktop.

In progressive and predictive modes, you can view information about a campaign call as
soon as you are connected to the contact. The Outbound Interaction view also displays the
Call Status and Call Actions for the outbound interaction.
The Outbound Interaction View contains the following features and functionality:
nature of the call.
Call Status
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Call Actions

Dispositions

Note
Call Actions for Outbound Calls

Call actions are standard controls for outbound interactions. Interaction Workspace enables
you to perform the following call actions:

cannot hear the contact, and the contact cannot hear you.
) to redirect the current
outbound interaction to a contact or internal target that you select by using the Team
Communicator.
Note: When you transfer an ASM call, the outbound record is also transferred. The
ownership of the record might also be transferred to the transfer target if this agent is
also part of the campaign. If the agent is not part of the campaign, the ownership of
the record stays with you.
) to start a voice
conference instantly with the current outbound interaction and a contact or internal
target that you select by using the Team Communicator.
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Send DTMF?You can attach numerical data to a call by entering dual-tone

multifrequency (DTMF) digits into the call case history. Click the keypad button (
)
to open the DTMF keypad. Type numbers into the number field, or click the keypad
) to reschedule a call (for
example, if the contact is too busy to respond now) for a different date and/or time.
Start Consultation?Start a (
) voice consultation with an internal target or a
contact. The target can choose not to accept the request. The target can end the
consultation. You can end the consultation, or you can transfer or conference your
Mark Done?Complete a call, close the Voice Interaction window, and preview the
next contact on the campaign call list by clicking Mark Done (
). You might be
configured to specify a disposition code before you can click Mark Done.
(Outbound Preview calls only) Click Done and Stop (
the next call automatically.
) to stop opening the preview for
Party Action Menu?In the call-status area, click the down-arrow that is beside the
name of the contact to start a different interaction type with the contact, such as an
e-mail interaction, if the contact has additional channel information available in the
contact database.
80

The Workspace components, features, and controls enable you to complete specific tasks
that relate to your job as an agent or team lead. For example, the Call History view enables
you to view and query information about the contact with whom you are interacting, based
on the content of the inbound-voice-interaction window.
Agent Tools
My Status?Provides a universal status monitor for all of your media channels.
My Campaigns?A tab that provides a list of the campaigns in which you are currently
involved, including active campaigns that are loaded but not yet started, as well as
running campaigns that are loaded and started.
Team Communicator?Enables you to contact other agents or contact-center targets,
determine the status of other agents or contact-center targets, launch outgoing
interactions, or start the monitoring or coaching of agents.
Team Lead?Enables you to contact other agents or contact-center targets,
determine the status of other agents or contact-center targets, launch outgoing
interactions, or start the monitoring or coaching of agents.
Inactivity Timeout?A security feature that locks the Workspace windows on your
workstation, if you do not use your mouse or keyboard for a period of time that is
defined by your administrator. You must authenticate to reactivate Workspace.
Statistics, Status, and Other Information

Contact Center Statistics?The list of statistics about the switches, Routing Points,
queues, and other contact-center resources.
My Statistics?The list of your Key Performance Indicators (KPIs).
My Messages?Provides you with up-to-date information on the status of your
contact-center, changes that are related to your activities, and business messages
that are sent by your leads.
In Progress and Recent Interactions?If there are in progress or recent interactions for
the current contact, the number of interactions is displayed beside the connection
status of the interaction.
Functions and Information for Contacts

Workbins?Enables you to store e-mail messages and other interactions (workitems)
that are to be handled later; however, unlike in a queue, interactions that are stored
in a workbin can be accessed in any order.
Contact History?Enables you to view and manage previous interactions with a
contact that you have selected from the Contact Directory or from the Information
view of the current interaction.
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My Status
Interaction History?Provides you with specific information about where the interaction
(voice, e-mail, chat, and workitem) came from, who the contact is, and how long the
interaction has been active. It is part of the specific interaction view.
Case Data?Provides you with critical information about the active interaction in the
Voice Interaction view.
Contact Directory?Enables you to manage contact information and use the Change
Contact view to assign an interaction to a different contact.
Manual Contact Assignment?Enables you to create a new contact or to manually
reassign an interaction that has been incorrectly assigned to the wrong contact. You
can also use the Change Contact view.
Functions and Information for Interactions

Spelling Check?Enables you to verify the spelling of the content of your message
before you send it by using an interactive Spelling Checker.
Disposition Code?Enables you to assign one or more codes to an ongoing or
terminated interaction that qualifies the outcome of the interaction.
My History?Enables you to view and manage your previous interactions.
Notepad?Enables you to enter comments about the current interaction or about a
selected interaction in the history database.
Responses?Enables you to access a database of prewritten standard responses for
your interactions. You can search for a response (all interactions), choose from a list
of your favorite responses (all interactions), or choose from a list of suggested
responses that are sorted by their relevance to the incoming interaction.
Schedule a Callback?Enables you to set a new date and time to call an Outbound
campaign contact.
Print?Enables you to set up the appearance of printed e-mail interactions before you
print them.
My Status
The My Status view provides a universal status monitor in the Main Window for all of your
media channels.
You can view your status universally and by media type. Place the mouse pointer over the
Ready Status icon to view your status summary for each media to which you are logged in.
For the voice channel, you can also forward your calls to a different extension.
Use the toolbar to apply actions to selected media types. You can apply the following
actions:
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My Status
Log On/Log Off

DND on
Not ready (reason)/Ready
After call work
The following statuses are available for each of the media types to which you are logged in:
Out of service
Logged Off
DND is on
Not ready (reason)/Ready
[+] Security
Security
The following security features can be configured by your administrator to protect you and
your workstation:
You might be locked out of Workspace and have your status set to Not Ready, if you
do not use your keyboard or mouse for an inactivity period that is defined by your
administrator. If you are locked out of Workspace, you must reauthenticate and reset
your status to Ready to receive new interactions.
In the ToolTip for the Ready Status icon, you can verify the date and time of your last
login. Place your mouse pointer over the Ready Status icon to open its ToolTip.
[+] Capacity Rules
Capacity Rules
The view of your state that other agents see might be configured to be based on a capacity
rule. Your state on any channel might not be Busy until you are at capacity for that channel.
[+] My Channels
My Channels Tab
Use the My Channels tab to view and modify which interaction channels you are using.
Right-click a channel in either the Status column or the Forward column, to open the Action
menu for that channel and column. Use the Action menu to perform the following actions:
Change your Ready status on a channel
Log on to or log off from a channel
83
My Status
Turn on/off your Do Not Disturb status

Forward calls that are directed to your extension to another extension on the voice
switch/channel
Forwarding Calls
To forward calls to a different extension, on the selected media channel, right-click in the
Forward column and click Forward.
This action opens the Forward dialog box. Enter the extension to which you want to forward
your calls and click Apply. Click Cancel to return to the My Channels tab without forwarding
your calls.
If you have an active forward set and you want to disable it, on the selected media channel,
right-click in the Forward column, and select Cancel Forward.
In the Cancel Forward dialog box, Click Apply to cancel the forward. To keep the forward
active, click Cancel; this removes the active forward and changes the Forward status to No
Active Forward.
[+] Ready Status
Ready Status Icon

Click the Ready Status icon to open your status menu.
Ready Status Menu
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My Campaigns
Select your status from the menu. The contents of this menu are defined by your
administrator. Status choices might include Ready, Not Ready, Do Not Disturb, After Call
Work, Not Ready with a reason, and Log On/Log Off.
Selections that you make from this menu are applied to all of the media to which you are
logged in.
My Campaigns
The My Campaigns view is part of the Workspace in the Main Window. It provides a list of
the active (loaded, but not yet started) and running (loaded and started) campaigns in which
you are currently involved.
The My Campaigns view displays the name, delivery mode (automatic or manual), and
description of each campaign.
If you are part of an Outbound Preview campaign, you can use the My Campaign view to
request a new record by selecting the name of the campaign and then clicking Get Record.
Team Communicator
The Team Communicator is a common service that is available in the following views:
Main Window
Interaction windows (for transfer, consultation, or the initiation of a voice interaction
from a non-voice interaction):
Voice
Chat
E-mail
SMS
Internal IM
Workitem
Social Media Channels (through eServices plug-ins)
The Team Communicator is a service that enables you to find an internal target or a contact
and initiate an interaction. Your administrator might configure your system to restrict your
search results.
85
Team Communicator
The Team Communicator enables you to initiate different types of communication with
internal or external resources to help resolve a particular customer case or for other
purposes, such as a follow-up call or a meeting.
If you are configured as a Supervisor or Team Lead, you can use the Team Communicator
and Call Actions toolbar to manage agent monitoring and coaching, which includes starting
and stopping.
Main Window Team Communicator

The Main Window contains the Team Communicator Quick Search field. The Quick Search
field is a universal-lookup tool; it can search both the contact database and the internaltarget directory. Your system administrator might have configure it to provide universal
contact lookup or simply to provide internal-target lookup.
Contact Management area
When you click in the field, the Team Communicator toolbar is displayed. Enter a name,
telephone number, or other keyword in the field to begin your search. The toolbar enables
IW
IW
you to search all (
), search favorites (Team
), and search recent (Team
) contacts and internal
targets. The Team Communicator view might
be
configured
by
your
administrator
to store
Comm
Comm
and display recent calls, including missedSearch
calls. If this feature is enabled,
Searchrecent voice
interactions are displayed in the Team Communicator
view
with
a
specific
Favorites
Recentsvisual indicator
(in/out/missed). Also, the tooltip for each record
information about the
Button displays additional Button
corresponding incoming call event (for example:
850.pngcall type, call timestamp,
850.pngand missed
status, if applicable). It also enables you to filter by contact or internal-target type, and to
IW
group or ungroup (Team
) your search results by category or type.
Comm
Group
Launching a New
Interaction
Ungroup
Button
To launch a new interaction (internal Instant Messaging or external/internal voice interaction
850.png
or outbound e-mail), enter the name of an internal target (agent, skill, group, queue, or
Routing Point) or a contact name, telephone number, or e-mail address in the universallookup field.
[+] Entering Information in the universal-lookup field
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Team Communicator
As you type, Workspace searches the internal target and contact databases and lists
potential contacts and internal targets. The system opens a view that lists potential contacts
and internal targets. The status of each internal target is displayed.
You can use the pop-up view to do the following:
Filter and sort the list of search results.
Perform actions on a selected contact such as calling, sending an instant message,
creating a new outbound e-mail, or saving as a favorite.
[+] Filtering and Sorting the List of Search Results
Search results are displayed in a list. The search is a keyword search that searches each
field of the contact database for the word or words (name, telephone number, e-mail
address, or other criteria) that you provide in the search field. Each field of the database is
searched by using a starts-with search for the keywords that you provide.
Results are returned in a list that is sorted according to the rules of Lucene scoring. In most
cases, you can refine the search results by using the filtering features of the list view. For
example, you can filter your search results so that only contacts or favorites are displayed.
You can filter search results by result-type by using the result-type drop-down list.
Contacts
drop-down
list
Result types might include the following:
All types
Agent
Agent Group
Contact
Interaction Queue
Queue
Routing Point
Skill
Click the Sort Results by Type/Categories icon (

) to arrange the search results by
type/categories. You can collapse categories by clicking the arrow that is displayed beside
the name of the category.
87
Team Communicator
Sorting results by group
To view only contacts, click the Matching Contacts link. The Contact Directory view is
displayed.
Matching external contacts
Below the Quick Search field are five controls that you can use to list previous contacts
quickly.
Quick Search field
From left to right, the buttons are the following:
Search All?Click to select from all matching internal targets and contacts. Does
not affect the sort order.
Show and Search my Favorites?Click to show only contacts/internal targets

that you have flagged as favorites. Sort is by category or type.
Show and Search my Recent Interactions?Click to select from the last 1 to 10

contacts/internal targets that you have directly dialed, instant messaged, e-mailed, or
monitored. Sort is by date. Workspace might be configured to display recently
missed calls of one or more of the following types: internal, external, or consultation.
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Team Communicator
If you hover your mouse pointer over the name or number of the caller, information
about the time of the missed call is displayed as a tool tip.
Filter by Type?Select the type to search, including Agent, Contact, Routing Point,
Skill, Queue, Interaction Queue, and Agent Group.
Show/Hide Types?Click to show or hide types or categories.
[+] Actions
Click the Action Menu pop-up list next to the internal target or contact that you want to find.
This example shows the Action Menu for a contact:
Team Communicator
Action menu
This example shows the Action Menu for an internal target:
Team Communicator
Action menu for an internal
target
From the list, you can:

Select the kind of interaction that you want to launch (external voice, internal voice,
outbound e-mail, or internal instant message).
Select Add to Favorites to add the contact to your list of favorite contacts.
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Team Communicator
[+] Viewing Contact Information

Place your mouse pointer over the contact icon to view additional contact information. The
Contact Summary pop-up view is displayed briefly to enable you to view critical information,
such as the following:
Contact name
Contact information
Other Business Attributes
Contact summary
Click the telephone icon to launch a voice interaction.
Favorites
A favorite is an internal target or a contact that you call frequently, or who you want to be
able to find quickly. You can designate internal targets and contacts as "favorites" by using
the Action Menu in the Team Communicator. When you designate an internal target or a
contact as a favorite, you might be configured to assign him, her, or it to a favorite category.
Favorite categories might be pre-defined by your administrator, or you might be configured
to create your own categories. Corporate Favorites are read-only.
To designate an internal target or a contact as a favorite, perform the following steps:
1. Find the internal target or contact in the Team Communicator.
2. Click to open the Action Menu that is displayed beside the name of the internal
target or contact that you want to add to your favorites, and select Add to Favorites.
3. The New Favorite dialog box is displayed.
The Category drop-down list enables you to define a new category or select
from a list of existing categories.
Click OK to add the internal target or contact to a category as a favorite. If
you do not choose a category, the favorite will be listed in the Other Favorites
category when the Team Communicator is displayed in the Category view.
90
Team Communicator
In the Team Communicator, designated favorites are marked by a gold star ( ), and
corporate favorites are marked by a locked gold star (IW ). Your administrator might
Team
designate corporate favorites for you that might be context-sensitive,
determined by your
Comm
role, or with which contact you are currently interacting.
Corporate
Favorite
Icon
850.png
Finding a contact
If you filter your Team Communicator search results by favorites and by type (category), the
Team Communicator sorts favorites into the designated categories. In the figure below,
favorite contacts are displayed in two categories, Gold and Silver. The first contact is a
personal favorite and the second is a corporate favorite.
Finding a favorite
You can edit a favorite to add, remove, or change a category. Select Edit Favorite (
the Action Menu to display and use the Edit Favorite dialog box.
) from
You can remove an internal target or a contact from your list of favorites by selecting
Remove from Favorites ( ) from the Action Menu.
Notes:
91
Team Lead
You cannot edit or remove Corporate Favorites. These favorites are controlled by
your administrator.
If you added a target as a Personal Favorite and then your administrator adds this
same target as a corporate favorite, that target will be designated as a Corporate
Favorite in the flat view, and as both a Personal Favorite and Corporate Favorite in
the categorized view.
Team Lead
If you are configured as a supervisor (Team Lead or Team Supervisor)) for an agent group,
you can monitor or coach agents. If you accept the interaction, an interaction window is
displayed on your desktop, and you are connected to the call or chat interaction.
If you are monitoring the agent, neither the agent nor the contact can hear you. The agent
might be configured to know when he or she is being monitored (an icon is displayed in the
interaction window), or he or she might be configured to be monitored without his or her
knowledge.
If you are coaching the agent, the agent can hear you, but the contact cannot.
You can choose to join (barge-in to) a call or chat interaction.
Workspace enables you to switch from certain team supervision modes to others.
[+] Monitoring
Monitoring
When you monitor a selected agent who is in your group, you receive an Interaction Preview
that informs you that the selected agent is handling a voice or chat interaction. You can
monitor the current or next interaction of an agent.
You can start monitoring an agent in your group by using the Team Communicator to find
the agent. In the Action Menu, select Monitor Next Interactions (
). If there is a
currently active interaction, it is displayed in the Monitor menu; to monitor the current
interaction, select it from the Monitor menu. To monitor the next interaction, select Next
Interactions.
You can end monitoring an agent by using the Team Communicator and selecting Stop
Monitoring in the Action Menu (
).
92
Team Lead
You can stop monitoring the current interaction by clicking End Monitoring (
Actions toolbar in the interaction window.
) in the Call
[+] Coaching
Coaching
When you coach a selected agent who is in your group, you receive an Interaction Preview
that informs you that the selected agent is handling a voice or chat interaction. You can
coach the current or next interaction of an agent.
You can start coaching an agent in your group by using the Team Communicator to find the
agent. In the Action Menu, select Coach Next Interactions (
). If there is a currently
active interaction, it is displayed in the Coach menu; to coach the current interaction, select
it from the Coach menu. To coach the next interaction, select Next Interactions.
In the current monitored interaction, you can also start coaching an agent in your group by
using Action Menu that is associated with the party.
Team Lead switch

party action menu
Coaching is available for three channels: voice, chat, and IM.

You can end coaching an agent by using the Team Communicator selecting Stop Coaching
from the Action Menu (
).
You can end coaching the current interaction by clicking End Monitoring (
Actions toolbar in the interaction window.
) in the Call
[+] Barge-in
93
Team Lead
Barge-in
When you barge in to an active interaction, you must already be either monitoring or
coaching the interaction.
To barge in to (join) an active interaction that you are either monitoring or coaching, click
Barge-in (
) in the Supervision toolbar. Barge-in is a simple button if you are supervising
a single channel interaction (voice or chat), and it is a drop-down menu button if you are
monitoring a multiple channel interaction (both voice and chat interactions at the same time).
[+] Switching Modes
Switching Monitoring Modes

During monitoring or coaching of an active interaction, you can switch from one supervision
mode to another:
Monitoring to coaching?Use the Action menu that is associated with the party, or
use Unmute (Coach) ( ) in the Interaction toolbar to return to coaching.
Team Lead switch

party action menu
Monitoring to barge-in?Use Barge-in (
) in the Supervision toolbar.
Coaching to barge-in?Use Barge-in (
) in the Supervision toolbar.

IW
Coaching to monitoring?Use End Chat (
), End Call (End), or End IM (IW ) in the
End
Interaction toolbar of the coaching interaction to return to Call
monitoring, or Mute
IM
(Monitor) (IW
) in the Interaction toolbar to return to monitoring.
Button
Button
IW
Mute
850.png
850.png
Barge-in to Icon
monitoring?Use End Chat (
) or End Call (End) in the Interaction
toolbar to return
to
monitoring.
Call
850.png
Barge-in to coaching?Use the Action menu that is associated
with the party.
Button
850.png
94
Inactivity Timeout
Team Lead switch

party action menu
Use End Monitoring (
) in the Interaction toolbar to end monitoring.
Inactivity Timeout
For your security and the security of your company, Workspace might be configured by your
administrator to become locked after a specific period of time during which neither your
mouse nor keyboard is used. This feature protects you from unwanted system access, if you
walk away from your workstation without locking it.
When the specified time period of inactivity is reached, all of the open Workspace windows
on your desktop are minimized, and the Reauthenticate view is displayed.
To unlock Workspace, you must enter in the Reauthenticate view the password that was
used to log in the locked application, then click Authenticate. Click Cancel to log off all
channels and exit the application.
Your status might be set to Not Ready. To change your status, use the My Status view.
All Workspace windows are minimized when the application is locked, except for the
following windows, which are locked but remain visible:
Interaction notifications (with Case Information hidden during lock-out)
System-tray icon
System notices are not locked. When Workspace times out, a system-message notification
is displayed to alert you that Workspace has timed out.
Click Show to view the message. Click Dismiss to dismiss the notification.
If you clicked Show, click OK to dismiss the message.

The list of statistics about the Routing Points, Queues, and other contact-center objects is
displayed in the Contact Center Statistics tab of the Main Window. You can also view the
contact-center statistics in the Statistics Gadget.
95
My Statistics
The Contact Center Statistics tab displays statistics that summarize the state of various
conditions that are monitored by your call center, such as the percentage of abandoned
calls, the average call-waiting time, and the number of interactions that are in queue.
The following columns of information are available for each monitored object:
Contact Center Resource?The name or location of the object
Description?A description of the call center statistic
Value?The value of the contact-center statistic
Click column heads to change the sort order of the objects.
Right-click in the Contact Center Statistics view to display the Statistics menu.
Use the Statistics menu to do the following:
Show or hide statistics
Show only alerting statistics or show all statistics
Note: Your Key Performance Indicators (KPIs) are displayed in the My Statistics tab.
My Statistics
The My Statistics tab of the Main Window displays the list of your Key Performance
Indicators (KPIs). You can also view your KPIs in the Statistics Gadget.
The KPIs that are displayed are configured by your system administrator. The statistics
defined as KPIs could also be evaluated for the agent groups of which you are a member.
Your performance is displayed in the Personal column, and the statistic value for each Agent
Group is displayed in a column with the name of the agent group as the column header.
Click column heads to change the sort order of the KPIs.
The My Statistics tab displays your current KPIs and a summary of the KPIs of your work
group(s). The My Statistics tab enables you to compare your performance with the overall
performance of the group(s) to which you belong.
A warning icon is displayed in the left-most column of the row. The warning icon is displayed
if the evaluation of your performance for the KPI goes beyond the expected warning level for
the KPI ( ).
96
My Messages
An error icon might be displayed next to a KPI if the evaluation of the performance is below
the expected error level for the KPI ( ).
Right-click in the My Statistics tab to access the shortcut menu that enables you to show/
hide columns and KPIs, and to turn on or off KPI filtering to show only those that have alerts.
The My Statistics menu enables you to specify which KPIs are displayed. Select a KPI to
show or hide it. KPIs that are displayed have a check mark next to them.
The Agent Groups menu enables you to show or hide the column that contains the KPI
values for the agent group. Select a group to show or hide it. Agent Groups that are
displayed have a check mark next to them.
Select Show All statistics to display all of the KPIs. Select Show Only Alerting Statistics
to display only KPIs that have warnings or errors. This menu does not affect the columns
that are displayed.
Note: Statistics about the Routing Points, Queues, and so on, are displayed in the Contact
Center Statistics tab.
If a statistic has been configured incorrectly, the background of the statistic becomes red
and the error icon is displayed. You should report errors immediately. The reason for the
problem is displayed in a tooltip if you place your mouse pointer over the problematic
statistic row.
My Messages
Your lead or your administrator can send messages directly to you or your group by using
the Workspace Broadcast Message function. You might receive business-type messages or
system-type messages.
Examples of business messages include:
Performance reminders
Instructions for you or your workgroup
Information about upcoming events or requirements
Examples of system messages include:
Switch is out of service
Channel voice is out of/back in service
97
My Messages
The Universal Contact Server is out of service

[+] Message Preview
Message Preview
If you receive a message, a Message Preview interactive notification is displayed on your
desktop.
Message priority might be indicated by one or more of the following methods:
Audio cue
Color border around the message preview
Message type indicator graphic
Priority text (for example: High)
If a Message Preview interactive notification is displayed on your desktop, you can do one of
the following:
Click Show?Displays the message window. The message is also displayed in the My
Messages area of the Main Window. The message is marked as Read.
Click Dismiss?Closes the Message Preview. The message is displayed in the My
Messages area of the Main Window. The message is marked as Unread.
Do nothing?The Message Preview is dismissed automatically after a time interval
that is defined by your system administrator; the message is displayed in the My
Messages area of the Main Window. The message is marked as Unread.
[+] Message Window
Message Window
You can display the Message Window by clicking Show in the Message Preview or by
double-clicking the message in the Messages area of the Main Window.
The Message Window contains the full content of a message that has been directed to you
or your group. As well as displaying the content of the message, the Message Window also
might contain the following information:
Message Type?This information might be conveyed by text, the title bar, and/or an
icon.
Subject
Sender
Priority?This information might be conveyed by text and/or by the color of the border
that surrounds the information about the message.
98
Date
Topic (target audience)
Other data that is defined by your administrator
[+] My Messages
My Messages
The My Messages view of the Main Window provides you with up-to-date information abut
the status of your contact-center, changes related to your activities, and business messages
sent by your leads.
In the Main Window, click the Access and use Workspace supporting views button (
to display the Supporting Views menu, then select My Messages.
In the Messages view, the messages are displayed in a scrolling list with the most recent
message on the top.
Depending on the configuration if your system, you might be able to mark messages as
read/unread or delete messages. To do this, right click on the message in the message view
and select Mark as Read, Mark as Unread, or Delete from the context menu.

If there are interactions in progress for the current contact, the number of interactions is
displayed beside the connection status of the interaction. Place your mouse pointer over the
icon to display the number and type of interaction(s) in progress (except voice interactions)
for the current contact. If you click the icon, the Contact view is opened and the Contact
History tab is displayed.
Dynamic
contact history
If there are recent interactions for the current contact; the number of interactions is displayed
beside the connection status of the interaction. Place your mouse pointer over the icon to
display the number and type of recent interaction(s) for the current contact. If you click the
99
Workbins
icon, the Contact view is opened and the History tab is displayed. Your system administrator
defines the contents as interactions in the last-specified number of days.
Display of recent
interactions
Workbins
A workbin is like a personal queue, in which you can store e-mails and other interactions
(workitems) to be handled later; however, unlike with a queue, interactions that are stored in
a workbin can be accessed in any order; interactions can be assigned to agents, places,
agent groups, or place groups. Items that are stored in a workbin are owned by the owner of
the workbin.
Interactions are placed in workbins in different ways: by routing strategies, by saving inprogress interactions (interactions that are not marked as done), or by a Team Lead who
manually moves interactions.
To open the Workbin view from the Main Window, click the Access and use Workspace
supporting views button ( ) to display the Supporting Views menu, then select one of
the following Workbin views:
My Workbins
My Team Workbins
My Interaction Queues
The list of available workbins depends on the configuration of your system.
The Workbins view comprises three areas:
Workbins Explorer?Enables you to select workbin folders from your personal
workbins and your shared workbins. For agents who are configured as Team Leads,
you can change the explorer view to the following views:
My Team Workbins?For Team Leads, a view of all of the workbins that
belong to agents that you supervise.
100
Workbins
My Interaction Queues?For Team Leads, a filtered view of your queues and

workbins.
Workbin view?Lists all of the interactions that are stored in the selected workbins;
includes information about the status of the interaction; enables you to sort, search,
and perform actions on interactions
Workbin interaction information?Enables you to view the Details tab, the Notes
tab, and the Case Data tab for the selected interaction
[+] Workbin Explorer
Workbin Explorer
The Workbin Explorer enables you to view a list of your personal and shared workbins, and
to navigate to a specific workbin to view its contents in the Workbin view.
Choose a workbin view by clicking the one of the Workbin Explorer view buttons at the
bottom of the Workbin Explorer view:
My Team Workbins?For Team Leads, a view of all of the workbins that belong to
agents that you supervise.
My Interaction Queues?For Team Leads, a filtered view of your queues and
workbins.
To view a workbin, click it in the Workbin Explorer.
Selecting a workbin
The number of stored e-mail messages and/or workitems in each workbin is indicated in
parentheses next to the name of the workbin folder.
To navigate directly to a specific workbin from the Main Window, click the Access and use
Workspace supporting views button ( ) to display the Supporting Views menu, then
select one of the following Workbin views:
My Workbins
My Team Workbins
101
Workbins
The list of available workbins depends on the configuration of your system.

Some of the workbins which might be configured for your My Workbins view include:
In-Progress?Contains inbound e-mail messages or other workitems that have not
been processed
Draft?Contains outbound (reply) e-mail messages that have been saved as draft
Custom?Your administrator might have configured you to view additional workbins.
My Team Workbins
For Team Leads, this view in the Workbins Explorer contains a list of all the agents that you
are configured to supervise. To view the workbins for the agents that you supervise, click the
name of the agent in the list, then click the workbin to open it.
For Team Leads, this view in the Workbins Explorer contains a list of filters that are defined
by your system administrator. Click a filter or a queue to view its contents in the Workbin
view.
Interaction filters search the interaction database for interactions that meet certain criteria,
such as time in queue, date received, interactions state, and so on. Filter results are
"snapshots" of the state of the interactions in the database at the time that the query was
executed. Snapshot views are not updated automatically. You must click Refresh ( ) to see
the latest changes to the database.
[+] Workbin View
Workbin View
The Workbin view enables you to view, sort, and perform actions on selected interactions.
Information about the selected interaction is displayed in the tabs that appear at the bottom
of the Workbins view.
To open an interaction, double-click it.
You can perform the following functions on selected interactions in workbins by using the
Workbin Actions toolbar:
102
Workbins
Reply ( )?Opens a reply to the interaction in an outbound E-mail Interaction

window.
Reply All ( )?Opens a reply to the interaction in an outbound E-mail Interaction
window and addresses the e-mail to the sender and all other recipients of the original
e-mail.
Open ( )?Opens the selected e-mail interaction in an inbound or outbound E-mail
Interaction window. Opens the selected workitem in a Workitem Interaction window.
Mark Done ( )?Complete the e-mail and close the Interaction window; you might be
configured to specify a disposition code before you can click Mark Done; in that
case, the interaction is opened to enable you to set the disposition code before
allowing you to click Mark Done.
Delete ( )?Deletes the e-mail from the contact database, if you have the correct
permissions.
Move to Queue ( )?(if you have the correct permissions) Opens the Team
Communicator to enable you to select a queue to which you want to move the
selected interaction(s). Enter the name of the queue into the Team Communicator
search field, then from the Queue item Action menu, select Move to Queue.
Move to Workbin ( )?(if you have the correct permissions) Opens the Team
Communicator to enable you to find an agent or agent group to which you want to
move the selected interaction(s).
Edit Case Information ( )?(if you have the correct permissions) Opens the Edit
Case Information window to enable you to edit the content of the Case Data tab for
the selected interaction(s).
The Workbin view is a table that lists all of the interactions that are stored in the currently
selected workbin. The four columns provide basic information about the interactions and
their status. You can change the sorting order of the table columns by clicking the column
heads. Clicking the active column head a second time reverses the sort order. Unhandled
interactions are displayed in bold text.
The Workbin view contains the following sortable columns for e-mail interactions:
Icon?Displays the interaction type and status.

From?Lists the names of the sender.
Subject?Lists the subject of the interaction.
Received?Lists the date and time at which the interaction was first received.
To show or hide columns, right-click in the list area to open the column context menu and
select the column to show or hide.
Other media that can be stored in a workbin, such as workitems, might have different
columns configured for them. The columns that are displayed for interaction queues are
103
Workbins
configured by your administrator. Ask your administrator for information about other
columns.
[+] Interaction Information
Workbin Interaction Information

Details, notes, and case data for the selected interaction are displayed in the interaction
information tabs. You might have to display the interaction information tabs. To do so, click
the Show/Hide Details Panel (
) button.
The interaction information area contains the following tabs:
Details?Information that is specific to the interaction, including To, From,
attachments, and the body of the interaction
Notes?The content of the notes that are stored in the Contact History
Case Data?The case data that is stored in the Contact History
Details
The Details tab contains a preview of the selected interaction, links to attachments, and the
following information about the e-mail interaction:
Subject
Date and time at which the interaction was sent
To (recipient) e-mail address
From (sender) e-mail address
Custom fields that are configured by your administrator
For workitem interactions, such as faxes, the Details tab contains the following information:
Media Type
Interaction Type
Interaction Sub-Type
104
Contact History
Contact History
The Contact History view enables you to view and manage previous interactions with a
contact that you have selected from the Contact Directory or from the Information view of the
current voice, chat, e-mail, or workitem interaction.
Use the Contact History view to do the following:
Find interactions for the current contact or the currently selected contact.
Perform the following actions on selected interactions:
Mark Done past voice and chat interactions that are still open.
Change Contact for the selected interaction if the status is In-Progress (not
supported for all media types).
Reply or Reply All to e-mail interactions.
Resend a previously sent e-mail.
Open in-progress inbound and outbound e-mail interactions (that are in the
process of being routed out of and into workbins and queues).
View information about the selected interaction.
[+] Find
Finding Interactions
Interactions are stored with various attributes. You can use these attributes to find specific
interactions. Search results are shown in the interactions table. You can view, filter, and
perform actions on the interactions that you select. Your administrator might configure your
system to restrict your search results.
Quick Search
The Quick Search enables you to search for any attribute that begins with the criteria you
enter. For example, you could search for a disposition code of "Transferred" or find all
interactions that are related to the subject of "billing".
To search the contact history, enter into the Quick Search field the attribute value for which
you are searching. Quick Search is a contains keyword search. You can use the standard
Windows wildcard characters to expand your search.
History tab Quick

Search
105
Contact History
Click the magnifying glass to search for the value that you have entered. Click the X to clear
the Quick Search field.
Advanced Search
Click the Show/Hide Advanced Search (
search feature.
) toggle button to show or hide the advanced
The Advanced Search feature enables you to use multiple criteria to refine your search. The
Advanced Search pane contains drop-down lists of search criteria, such as Status, Subject,
Start Date, and End Date.
From the column of search modifiers to the right of the attribute column, choose how the
search string should be considered.
Menus for pre-defined fields, such as Status, contain the pre-defined field names from the
database?for example, All, Done, and In-Progress.
Menus for date fields contain the following choices:
On?The exact date.
On or after?The specified date or any date after.
Before?Before the specified date.
Menus for text fields contain the following choices:
Contains?The specified text string occurs anywhere in the selected criterion.
Begins With?The specified text string occurs at the beginning of the selected
criterion.
Is?The specified text string exactly matches the criterion.
Enter the search value in the text field on the right side. If your criterion is a start date or end
date, use the calendar pop-up window to specify the date.
Tip
You can use standard Windows wildcard characters in
your specified search strings.
106
Contact History
Use the Match Conditions options to specify whether All or Any of the search conditions
that you have specified are applied.
To search based on the Start Date, use the calendar icon ( ) to select a date, or enter the
date in the format that conforms to your local day and time display preferences.
History tab Advanced Search
Filtering
The Contact History view filtering controls enable you to refine your search. The chronology
slider enables you to search the contact history by time interval.
History
tab Time
Filter
The slider has five positions that represent different time intervals:
Arch.?Search the database for messages that have been archived
All?Search the entire database from the most recent interaction back to the earliest
interaction
1M?Search the database from the most recent interaction back to one month ago
1W?Search the database from the most recent interaction back to one week ago
1D?Search the database from the most recent interaction back to one day ago
The Interaction Type filters enable you to select and deselect the types of interactions that
are to be searched. The items that are displayed depend on the interaction types that you
are configured to handle. Click the Filter menu to select the interaction types that you want
to search. You can select multiple items in the Filter menu. The following types are
available, by default:
Show all Interactions
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Contact History
Show voice Interactions

Show e-mail Interactions
Show chat Interactions
Show SMS Interactions
Show Other Media Interactions
When a filter is on, a check mark appears next to it in the Filter menu.
Your administrator might have configured additional customized options for the Filter menu,
such as business area/department (for example: accounts, sales, and service) or customer
level (for example: Silver, Gold, and Platinum). Custom filters enable you to refine your
search. For example, if you are looking for e-mail interactions about a service request, you
can make two selections in the Filter menu to refine your search: Show e-mail Interactions
and Show Interactions with Service Department.
Grid View and Tree View
Workspace enables you to view contact interactions either chronologically or as threads.

The Show Interactions in Grid View/Show Interactions in Tree View button ( /IWContactListTreeVie
)
enables you to specify how the Contact History panel is displayed.
850.png
Grid View displays interactions chronologically, and Tree View displays the interactions
chronologically by thread. A thread is a group of two or more interactions with a single
contact that were created in the same context (e-mail replies, multichannel conversation,
social-media threads, and so on).
Both the Grid and Tree views have columns that contain information about each interaction.
Depending on how your system is configured, columns might include From, Subject,
Status, Start Date, End Date, or custom attributes that are assigned by your administrator.
Depending on your system configuration, interaction status might include the following
states:
Done
In-progress
Assigned to <agent> in <name> workbin
Assigned to <name> Place in <name> workbin
In shared workbin <name>
Assigned to <agent> Actively Handling
Delivery in-progress
In a queue
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Contact History
Page Controls
Page through the list of search results by doing any of the following:
Click the Go to the Next Page button ( ) to view the next page.
Click the Go to the Previous Page button ( to return to the previous page.
Click the Go to the First Page button ( ) to return to the start of the list of search
results.
Specify the number of items that are displayed on each page by using the per page
drop-down list.
Viewing Search Results

The search results are displayed in the interactions table. The search result table is not
sortable. To sort the interactions table, clear the search field to display the full history set.
[+] Actions
Actions
Workspace enables you to perform actions on interactions that you have selected in the
interactions table. You must be configured to perform contact management by your system
administrator.
Actions that you might be configured for include the following:
Marking Done (voice interactions)

Change Contact
Replying/Replying All (e-mail interactions)
Resending a previously sent e-mail
Opening in-progress e-mail interactions
Completing Interactions
To complete a voice interaction, select it in the Interactions table, open the More Actions
menu, and click Mark Done. The status of the interaction changes to Done.
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Contact History
Changing Contact
To assign a voice interaction with the status of In Progress to a different contact, select it in
the Interactions table, and click Change Contact. In the Change Contact window, select a
new contact and click Merge.
Reply or Reply All

Reply or Reply All to an e-mail interaction.
Resending a Previously Sent E-Mail

If you select an outbound e-mail interaction in the Contact History view that is in the Done
state, the Resend button ( ) is displayed if you are configured to resend outbound e-mails
that have already been sent.
Click Resend to open the previous outbound e-mail interaction in a new outbound E-mail
Interaction window. The contents of the previous e-mail interaction are copied into the body
of your new e-mail interaction, and the recipients are copied into the recipient list of the
outbound E-mail Interaction window.
Opening In-Progress E-Mail Interactions

If the status of an e-mail interaction in the Contact History view is in one of the in-progress
states, when you select the interaction, the Open button ( ) is displayed (if the e-mail is in a
queue, a workbin, or in routing (including outbound in-progress e-mails). Click Open to open
the e-mail interaction in the current active interaction window or in a new E-mail Interaction
window if you are opening the e-mail from the Main Window or Gadget Contact History view.
After you pull the in-progress e-mail interaction, you can read or handle it as an inbound email interaction or an outbound e-mail interaction.
You can also click Put back in original location ( ) to return the e-mail interaction back to
the In-Progress workbin or into a queue.
[+] About
110
Contact History
About the Selected Interaction

Workspace enables you to view information details about interactions that you have selected
in the Contact History view. The Show Details Panel on Bottom/Hide Details Panel button
(
) enables you to specify how the Details panel is displayed. Click the Show Details
Panel on Bottom/Hide Details Panel button to choose one of the following views:
?Displays the Details panel to the right of the workspace area.

?Displays the Details panel below the workspace area.
?Hides the Details panel.
The Details panel contains the following three tabs:

Details
Note
Case Data
Details
The Details tab might display information such as the following:
Phone number
To and from e-mail addresses
Origin of the call?for example, the name of the agent who transferred the call (this
information is stored in the Note tab)
Time?Elapsed time between the interaction connected event and the markdone
event by the agent or the system
Timestamp
Chat transcript
Name of the contact
Note
The Note is a feature that enables you to enter comments about the current interaction or
read comments that have been entered in the past. The comments are stored as a part of
the history for the contact. The contents of the Note are available to any agent who views
the contact's history.
111
Interaction History
Case Data
Case Data (attached data) provides information?such as an account number, type of
service, and disposition?about an interaction. Your system administrator configures which
attached data is displayed.
Interaction History
The Interaction History view provides you with specific information about where the
interaction (voice, e-mail, chat, and workitem) came from, who the contact is, and how long
the interaction has been active.
Contact?If the contact is in the contact database, the name of the contact is
displayed. The display might also show the contact's number or e-mail address, or
"Unknown".
Duration?The time in hours, minutes, and seconds that you have been handling the
interaction.
The Interaction History view is part of the Interaction window and the History tab of the
Contact Directory view.
Case Data
The Case Data (attached data) view provides information about an interaction?for example,
an account number or type of service. Your system administrator configures which attached
data is displayed.
The following are examples of the type of critical information that the Case Data view
provides about the active interaction:
Contact name
Contact type
Call type
Account information
Subject
The Case Data view is part of the Interaction view and the History tab of the Contact
Directory view.
112
Contact Directory
Hyperlinks
Some Case Data might be a URL (website address). If you are configured to preview the
URL target, you can place your mouse pointer over the URL to display a preview of the
target. You might also be configured to click active URLs in the Case Data to open the target
in the interaction window. A URL might be displayed as the title of the web page, as an
anchor, or as a URL. If the URL is active, it is displayed as blue text.
Editing Case Data or Adding Missing Fields

You might be allowed to edit one or more entries in the case-data area. Any field that can be
edited displays a Pencil icon when you place your mouse pointer over it. Click the field to
edit the content. Press the Enter key or click away from the field to commit your change.
Sometimes, not all of the case data is available. There might be fields missing. If you are
allowed to add missing fields, the Add Field ( ) button is displayed in the Case Data
toolbar.
1. Click Add Field to display a drop-down list of fields.
2. Select a missing field to display the field in the Case Data view. You can edit the
added field.
3. Enter the missing Case Data.
Press Enter to add the Case Data to the case information for the interaction.
Click X to remove the field.
Contact Directory
The Contact Directory enables you to do the following:
Manage contact information

Find contacts
Manage or call contacts by using contact actions
Assign interactions with unknown contacts to a known contact
The following are examples of the type of the fields that are available in the Contact
Directory view:
Title
First name
113
Contact Directory
Last name
Address
E-mail address
Phone number
Other criteria
To view the contact directory, in the Main Window click the Access and use Workspace
supporting views button ( ) to display the Supporting Views menu, then select Contact
Directory. The Contact Directory view is contained in a tab that opens below the Main
Window.
Contact Actions
Select a contact from the search results, list view, or grid view to perform any of the following
actions:
Delete the contact

Call the contact if there is a phone number in the contact database
Create an outbound e-mail if there is an e-mail address in the contact database
Merge or unmerge the contact
View contact information
View contact history
You can double-click a contact in the search results, list view, or grid view to open the
Contact information and history views.
[+] Find
Finding Contacts
You can search the contact database in one of two ways:
Quick Search
Advanced Search
Your administrator might configure your system to enable you to search only the contacts
that are related to your work.
114
Contact Directory
Quick Search
To search the contact directory, type the name, phone number, or e-mail address of a
contact in the Quick Search field. Quick Search is a begins with search. You can use the
standard Windows wildcard characters to expand your search.
Contact Quick Search
Click the magnifying glass to search for the value that you have entered.
The contact database is search based on your criteria and the search results are displayed
in the Contact Directory.
Click the X to clear the Quick Search field.
Advanced Search
Contact Directory
Click the Add Condition link to add more search criteria. Remove criteria from
consideration by clicking the X next to the option.
Click the magnifying glass to search for the value(s) that you have entered.
The contact database is search based on your criteria and the search results are displayed
Click the X to clear all search field.
115
Contact Directory
Search Results
Search results are displayed in a list or in a tabular grid.
Contact Directory
Use the Show Contacts View (

List views.
) button to toggle back and forth between the Grid and
Page Controls
Page through the list of search results by doing any of the following:
Click the Go to the Next Page button ( ) to view the next page.
Click the Go to the Previous Page button ( ) to view the previous page.
Click the Go to First Page button ( ) to return to the start of the list of search
results.
Specify the number of items that are displayed on each page by using the per page
drop-down list.
List View
Click the Show Contacts in List View button ( ) to display the Contact Directory List view.
The List view displays an unsorted list of all of the contacts in the contact database that
match the search criteria.
The search is a keyword search that searches each field of the contact database for the
word or words (name, phone number, e-mail address, or other criteria) that you provide in
the search field. Each field of the database is searched by using a starts-with search for
the keyword(s) that you provide.
116
Contact Directory
Results are returned in a list that is sorted according to the rules of Lucene scoring. In most
cases, you can refine the search results by using the filtering features of the list view. For
example, you can filter your search results so that only contacts or favorites are displayed.
Use the page controls to navigate the list. Click a contact to select it for an action. Use the
Grid view to sort the search results based on contact attributes.
Contact Directory
Grid View
Click the Show Contacts in Grid View button ( ) to display the Contact Directory Grid
view.
Grid mode performs a begins-with search that searches each field of the contact database
for the phrase (name, phone number, e-mail address, or other criteria) that you provide in
the search field.
Results are returned in tabular form and sorted according to the default search field, such as
Last Name.
The Grid view can be used to help to refine your search by sorting the results.
Quick Search results
117
Contact Directory
Click a column head in the Grid view to sort the list based on that criterion. Click a column
head a second time to switch between ascending and descending sort order. Use the page
controls to navigate the list. Click a contact to select it for an action.
[+] Contacting
Call or E-Mail Contacts

To call or e-mail the contact that you have selected in the search results, do one of the
following:
Click the Contact icon next to the contact name and select the number that you want
to call from the Action drop-down list.
Contact icon
Click the Phone icon ( ) to call the contact using the primary phone number
associated with that contact. Click the Phone icon drop-down list to select the
number that you will use to call the contact. If you are sending an e-mail, click the EMail icon.
In the More Actions drop-down menu, select the number or e-mail address that you
will use to call or send an e-mail message to the contact.
Call Contact More Actions

menu
Any of these actions launches the outgoing Voice Interaction view. Use this view to handle
the voice interaction.
[+] Add
Add Contacts
If you are configured to do so, you can add new contacts to the contact database by clicking
the Add Contact icon ( ) to launch the Add Contact view in the Contact Information tab.
118
Contact Directory
New Contact view
Enter the contact information in the fields. A small red triangle appears in the top left hand
corner of the text field to indicate that the information is not saved. Do one of the following:
Click the Save icon ( ) to save the information in the contact database.
Click the Reset icon ( ) to clear any unsaved changes from the Add Contact view.
If you want to add additional phone numbers and e-mail addresses for the new contact, click
the Add Phone Number or Add E-mail Address button. A new set of fields is added into
which you can enter this information.
To specify a phone number or e-mail address as the primary contact number or address,
click the Primary radio button next to the phone number or e-mail address that you want to
specify as the primary for the contact.
Primary Phone Numnber
[+] Delete
119
Contact Directory
Delete Contacts
To delete a contact, you must first find the contact in the contact database and then select it
Select one or more contacts that you want to delete, then click the Delete icon (
).
A confirmation dialog box is displayed. Click OK to remove the contact from the contact
database permanently. Click Cancel to cancel the delete contact function; this leaves the
contact in the contact database.
[+] Merge
Merge Contacts
To Merge a contact, you must first find the contact in the contact database and select it in
the Contact Directory.
If there are two contact entries in the contact database for the same contact, you can merge
the two entries into a single entry.
First, find the contact in the contact database, then select it in the Contact Directory.
Click the More Actions menu and select Merge.
Merge More Actions menu
The Merge Contact dialog box is displayed. Use the search tools to find the duplicate
contact, and then do one of the following:
Click Merge to complete the merge of the two contact entries.
Click Cancel to cancel the merge and return to the Main Window.
120
Contact Directory
Merge with Contact dialog

box
You might be required to enter a Description and/or Reasons for the merge. Use the fields
after selecting the duplicate contact.
[+] Unmerge
Unmerge Contacts
To Unmerge a contact, you must first find the contact in the contact database and select it in
the Contact Directory.
If there are two contact entries in the contact database that have previously been merged,
you can unmerge them into their original contact entries.
First, find the contact in the contact database, then select it in the Contact Directory.
Click Undo Merge. A confirmation dialog box is displayed. Click Yes to unmerge and No to
keep the contact merged.
[+] Information and History
121
Contact Directory
Contact Information and Contact History

Click the Show Details Panel on Bottom/Hide Details Panel button to show or hide
contact information and contact history for the currently selected contact.
Contact Directory tool bar
The Contact Information view enables you to view and, if you are configured to do so, edit
information for the currently selected contact. You might also be configured to assign an
unknown interaction to a contact in the contact database by using the Manual Contact
Assignment feature.
Contact Information view
The Show Details Panel on Bottom/Hide Details Panel (

) button in the Contact
Information view specifies where the Contact Information view is placed in the Contact
Directory view: next to the directory or below the directory.
The Contact History view tab enables you to view and, if you are configured to do so, edit
current and archived interactions that are associated with the currently selected contact.
122
Contact Directory
Contact History view
[+] Change
Change Contact
The Change Contact view enables you to assign a different contact for the selected
interaction.
If an interaction has been incorrectly assigned to a specific contact, or if a new contact was
created for an interaction when the contact already existed in the contact database, you can
assign an open interaction to a specific Contact by using the Change this interaction to
contact view.
In the Information tab of the Contact view of the interaction, select Change Contact (
The Change this interaction to contact view is displayed.
).
Use the Quick Search or the Advanced Search to find the Contact to whom you want to
assign the interaction that you selected in the My History view or the Contact History view.
123
Assign This Interaction to

Contact dialog box
Select the contact from the result list and then click Assign to assign the interaction to the
Contact History for the selected contact. Click Cancel to return to the My History view or the
Contact History view without assigning the interaction to a contact.
You can verify that the update to the interaction record was completed correctly by selecting
the interaction in the My History view or the Contact History view and checking the Details
tab. You can also search for the interaction in the contact database.
You can also use the Assign Another Contact to This Interaction button to manually
reassign an interaction that has been incorrectly assigned to the wrong contact.

Sometimes a known contact might connect anonymously to your contact-center by using a
phone, e-mail account, or other media that is not part of the information that is stored about
that contact in the contact database.
If your system is not configured to create a new contact automatically for an unknown
contact, the Contact Information view for the current interaction window will be blank.
If you identify the contact as being one of your known contacts, you can add the interaction
to the history of the contact by clicking Assign Another Contact to this Interaction ( ).
The Contact Search view is displayed.
In the Quick Search field, enter the name, or other identifying information of the contact,
and click the magnifying-glass icon to begin the search of the contact database.
In the Search Results list or grid, select the correct contact.
Click Assign to assign this interaction to the selected contact. The interaction is added to
the Contact History. Click Cancel to return to the blank Contact Information view.
You can also use the Assign Another Contact to This Interaction button to create a new
contact or to manually reassign an interaction that has been incorrectly assigned to the
wrong contact. You can also use the Change Contact view.
124
Spelling Check
Spelling Check
The spelling-check feature enables you to verify the spelling of the content of your message
before you send it by using an interactive Spelling Checker. You have access to three
dictionaries: a corporate dictionary that is defined by your administrator, a language-specific
dictionary that you can choose from a drop-down menu, and a personal dictionary that is
called My Dictionary.
Workspace creates a single dictionary for each agent. Any additions or changes that you
make affect only your personal dictionary. If you are working at a different workstation, you
can still access your personal dictionary, provided that you are logged in under your unique
user name and password.
As you type your message, a red wavy line appears below each word that is not in the
spelling-check dictionary that you have specified. Right-click the misspelled word to correct it
or to add the word to your personal dictionary. You can also choose to ignore once (Ignore)
or always ignore (Ignore All) the spelling.
The spelling-check context menu contains the following options:
Suggestions?A list of words from the currently selected dictionary that might be the
correct spelling of the underlined word.
Ignore?Do not mark this instance of this spelling as incorrect.
Ignore All?Do not mark any instance of this spelling as incorrect.
Add to Dictionary?Add this spelling to the currently selected dictionary.
Spell Checking?Turn spelling check on and off.
Languages?Select the language that you want to use for spelling check.
Disposition Code
The Disposition Code view enables you to assign one or more codes to an ongoing or
terminated interaction to qualify the outcome of the interaction.
The Disposition Code view is a tab in the Interaction window. It contains a checklist of
options that you can click to specify the outcome of the interaction.
Click a disposition radio button to select a disposition code for the interaction.
Depending on your system configuration:
125
My History
You might have to set a disposition code before you click Mark Done.
You might be able to click Mark Done without a disposition code.
The Disposition Code view might not be displayed.
My History
The My History view enables you to view and manage your previous interactions with a
contact.
To display the My History view, in the Main Window, click the Access and use Workspace
supporting views button ( ) to display the Supporting Views menu, then select My
History.
Use the My History view to do the following:
Find interactions. The Quick Search and Advanced search return only your
interactions.
Searching on a phone number, status, start date, or end date returns a list of
your interactions that match the criterion or criteria.
The search and filter tools work the same in this view as they do in the
Contact History view, except that they return only your interactions, not all
interactions that match the criteria.
Perform the following actions on selected interactions:
Mark done voice interactions.
Reply/Reply All to e-mail interaction.
Resend a previously sent e-mail.
Open in-progress inbound and outbound e-mail interactions (that are in the
process of being routed out of and into workbins and queues).
Assign contact for the selected voice interaction assigns the interaction to an
existing contact.
View information about the selected interaction.
Workspace enables you to view information details about interactions that you have selected
in the My History view. The Show Details Panel on Bottom/Hide Details Panel button (
) enables you to specify how the Details panel is displayed. Click the Show Details
Panel on Bottom/Hide Details Panel button to choose one of the following views:
Details Panel Right
Details Panel Bottom
Hide Details Panel
126
Notepad
Grid View and Tree View
Workspace enables you to view contact interactions either chronologically or as threads.

The Show Interactions in Grid View/Show Interactions in Tree View button ( /IWContactListTreeVie
)
enables you to specify how the My History panel is displayed. Refer to the Contact850.png
History
page for information about how to use the features of the Contact History view, including
opening in-progress interactions and resending e-mail interactions that have been marked
as Done.
Grid View displays interactions chronologically, and Tree View displays interactions
chronologically by thread. A thread is a group of two or more interactions with a single
contact that were created in the same context (e-mail replies, multichannel conversation,
social-media threads, and so on).
The Details panel contains three tabs:
Details
Notes
Case Data
Notepad
The Notepad is a feature that enables you to enter comments about the current interaction
or about a selected interaction in the History database. The comments are stored as a part
of the history for the contact. The contents of the Notepad can be viewed by any agent who
views the contact's history.
The Notepad is available as a tab in the following views:
Voice Interaction
E-Mail Interaction
Chat Interaction
Workitem Interaction
History
Type notes in the Notepad text field. Click Save to save the notes as part of the interaction.
127
Responses
Responses
The Responses view enables you to access a database of prewritten standard responses for
your interactions. You can insert these responses as replies into any outbound interaction,
such as an e-mail or a chat message, or you can read them to the contact during a phone
interaction.
After inserting a response into an outbound interaction, such as an e-mail or a chat
message, you can modify the contents of the text.
[+] Responses
Using the Responses View

To access the Responses view, click the vertical RESPONSES button on the activeinteraction window.
The Responses view comprises two main areas, the Search and Filter area and the
Responses Explorer.
[+] Search and Filter
Search and Filter

The Search and Filter area enables you to specify keywords for which to search in your
company's Standard Response Library. It has the following features:
Search field?Enter the keyword for which you want to search, and click the
magnifying-glass icon to initiate the search.
Search type?A drop-down list that enables you to search using one of the following
strategies:
Any Keyword Search?Find all responses that contain at least one of the
specified keywords.
All Keyword Search?Find all responses that contain all of the specified
keywords.
Exact Text Search?Find all responses that contain the specified keywords in
the order in which they are specified.
Basic/Advanced Search?Specify where to search for the specified keywords;
enables you to limit or expand the search.
Responses Names?Search for the keywords in the names of the responses.
Responses Body Text?Search for the keywords in the body of the
responses.
128
Responses
View?A drop-down list that enables you to view:

All Responses?All of the prewritten responses that are available for you to
use.
Favorite Responses?Those prewritten responses that you have designated
as favorites.
Suggested Responses?Responses are selected automatically, based on
categories, and sorted according to their relevance to the content of the
incoming interaction. You can select an auto-suggest response and insert it
into your reply. Then, you can modify the text of the auto-suggest response
as necessary. Responses are ranked according to their relevance to the
incoming interaction. You can choose to sort by Response name, Relevance,
or Parent category by clicking the respective column head in the Responses
List view.
Tip
The search is applied to the selected view; to clear the
search criteria and display all contents, click the X in
the search field.
[+] Responses Explorer
Responses Explorer
The Responses Explorer contains a tree view of folders (standard-response categories) and
pages (standard-response documents). You can change the view to a sortable table view of
response documents and Parent Category folders.
The Responses Explorer enables you to:
View the responses that meet the criteria that you have specified in the Search and
Filter area.
Navigate the responses folders and documents by clicking folders to open or close
them and clicking documents to select them.
Insert standard-response text into the current interaction at the insertion point by
selecting a response document and then clicking Insert Standard Response Text (
).
Add the currently selected response document to your list of favorites by clicking
Add Standard Response into Favorites Responses ( ).
Remove the currently selected response document from your list of favorites by
clicking Remove Standard Response from Favorites Responses ( ).
129
Schedule a Callback
Show results in List view or in Tree view by clicking the View Mode button ( ).
Show and hide the responses details area by clicking the Show Detail/Hide Detail (
) button.
View the contents of the selected response document in the responses details area.
Copy content from the responses details area and paste it into the message area of
your e-mail or chat interaction.
Schedule a Callback
There are two types of callbacks that you can reschedule:
Outbound campaign interaction callback
Web Callback interaction callback
[+] Rescheduling a Callback
Outbound campaign interaction callback

You can reschedule an Outbound campaign call (for example, if the contact is too busy to
respond now) to a different date and/or time by using the Schedule a Callback function.
In the Outbound campaign?call interaction window, in the call-action tool bar, click Schedule
a Callback (
). The Schedule a Callback view is displayed.
Click the Schedule Callback check box to reschedule the call. After you have specified a
new date and/or time and, if necessary, a new number, click End Call (
]) to disconnect
IW
the call. Click Mark Done (
) to schedule the callback. The Schedule a Callback button
Mark
IW
Done has been scheduled.
changes to Outbound
after the callback
Button
Rescheduled
850.png
To set a new date, either enter
a new date in the date field or use the calendar view to click
Button
a new day. Use the left and right arrow buttons to change the month and year.
850.png
To set a new time, either enter a new time in the time field or use the up and down arrow
buttons to change the hours, minutes, and seconds.
Click Personal Callback to schedule the callback from you personally. Leave the Personal
Callback check box clear to send the interaction back to the calling queue.
To select a new number for the contact, click the Phone drop-down list, and choose a
different number.
130
Printing
To add a new number that is to be used for the callback, click New Phone Number. The
Add New Number view is displayed. The following options are available for you to use:
Phone?Enter a new phone number that is to be used for the scheduled callback.
Type?Select a voice or other media type, such as a mobile phone.
From?Select a start time for which the device can be contacted.
Until?Select an end time for which the device can be contacted.
[+] Rescheduling a Web Callback
Web Callback interaction callback

You can reschedule a Web Callback call (for example, if the contact does not answer at the
time that he or she requested the Web Callback) to a different date and/or time by using the
Schedule a Callback function.
In the Web Callback Preview window, in the call-action tool bar, click Schedule a Callback (
). The Schedule a Callback view is displayed.
Click the Schedule Callback check box to reschedule the call. Use the On field to enter a
new date, or use the Calendar picker to click a new date. Specify a new time and call
duration by using the From and Till fields. The clock-face display will update to show the
new "from" time.
If necessary, you can specify a new number by selecting a number for the contact from the
To drop-down list.
After you have specified a new date and/or time and, if necessary, a new number, click the X
to close the Schedule a Callback view. The Schedule a Callback button changes to
after the callback has been scheduled.
Click Mark Done (
) to schedule the callback to the date and time that you specified. At
the specified date and time, the Web Callback interaction notification is displayed on your
desktop.
Printing
The Print Preview window enables you to specify the format of e-mail interactions before you
print them.
131
Printing
To display the Print Preview window, open an e-mail interaction then click Print (
).
The Print Preview window enables you to do the following:

Print the e-mail interaction by applying the layout that you specify in the Print
Preview window. Click Print to print the specified layout. Click Cancel to close the
Print Preview window.
Select a destination printer from the Destination drop-down list of printers that are
available on your network.
Specify which pages to print: all pages, a range of pages and/or specific pages. Click
All to print the entire document. Into the text field, enter a range?for example 2-6?or
individual page numbers, separated by commas.
Specify the number of copies to print in the Copies field.
Specify a Portrait or Landscape layout.
Specify the page margins. Select Uniform Margins to make all of the margins match
the value that you specify for the top margin, or un-select Uniform Margins and
specify the margins for the top, left, right, and bottom margins. Margin units are
determined by your local settings.
Add page numbers to the printout.
Print by using the System Print dialog box.
In the Print Layout view, you can preview your printout. The Print Layout view contains the
following controls:
Zoom in/out
View at 100%
Fit the page into the view by page width
Fit the whole page into the view
View pages as front and back pairs side-by-side
132

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Workspace Desktop Edition Help

Workspace Desktop Edition 8.5.0

Workspace Desktop Edition Help

Workspace Desktop Edition Help

Workspace Desktop Edition Help

The Workspace Login Window is displayed.

Workspace Desktop Edition Help

Keyboard Navigation and Accessibility

Keyboard Navigation and Accessibility

Shortcut and Hotkey Combinations

Workspace Desktop Edition Help

Keyboard Navigation and Accessibility

Workspace Desktop Edition Help

Keyboard Navigation and Accessibility

Move left in a menu bar or out of a submenu.

Move right in a menu bar or into a submenu.

Move up in lists and menus.

Move down in lists and menus.

Open a selected drop-down list.

For a button, execute the associated action.

For a modifiable list, cancel the edit mode.

Workspace Desktop Edition Help

Workspace Desktop Edition Help

Workspace Desktop Edition Help

Logging In to the Workspace Application

Name of the Workspace application.

Workspace Desktop Edition Help

Defining Advanced Login Parameters

Remote Phone Number

Workspace Desktop Edition Help

USB Headset Detection

Ready/Not Ready State

Workspace Desktop Edition Help

Enter your current password in the Old Password field.

Manage Your Status

Ready Status Menu

Workspace Desktop Edition Help

Ready Status Menu

Hovering pointer over the

Workspace Desktop Edition Help

Not Ready Status

Manage Your Settings and Preferences

Workspace Desktop Edition Help

Click the Help icon (

Docking the Main Window

Workspace Desktop Edition Help

Auto-hiding the Main Window

[+] 3. Launch new interactions by using the Team Communicator

Contact Management view

Workspace Desktop Edition Help

Click the Access and use Workspace supporting views button (

Workspace Desktop Edition Help

To open an interaction, double-click it.

Workspace Desktop Edition Help

Manage Your Contacts

Quick Search button

Click the X to clear the Quick Search field.

Workspace Desktop Edition Help

Show Details Below