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Dial a Number Outside the Organization. You can watch the status of your call in My Interactions. Check with your CIC administrator to see if you have sufficient privileges to make toll calls. To dial a number outside the organization: Type a number in the Dial a number field and click Dial.
If you will be away from your desk but accessible at another telephone number, you can forward your calls. You can forward calls to an internal extension, a local number, a cellular telephone, or even a long-distance number (if you have the appropriate rights.)
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Added new Stationless Logon topic and added Stationless Logon section to Logging On and What's New in Interaction Connect topics. Updated information for Client Access license, changed topics to mention limited agent: Logging On and Stationless Logon.
A CIC user to remote participant chat is a web chat. A remote user can start the chat by clicking a link on your company’s website. Or, if your Customer Interaction Center system is appropriately configured, an incoming SMS text message can appear as a chat request.
In the Transfer dialog box, in the Transfer To: text box, type all of part of the recipient’s name or number. Result: A drop-down list of choices appears. Tip : If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Options drop-down list and adjust them if necessary.
Enter the Phone Number for the new WhatsApp channel. Note : Enter the phone number in E.164 International Standard Format: +(country code) <number>. Do not enter any spaces between the digits in the phone number; for example, +13175555555).
Status controls the announcement of your availability to people who call you. When your status is one of the "do not disturb" statuses, callers hear your status, such as "Bob Jones is out of town." Then they are directed to your voice mail to leave a message.
With the appropriate licenses and rights, you can record a chat session between other CIC client users (intercom chat) or between you and remote chat participants (web chat). Recording a chat session creates a transcript of the chat. You can make two types of recordings: Ad hoc and Snippet.