IW-8.5.0-Workspace Desktop Edition Help

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    F G D G H E =H= 8.5.0F G D G H E =H= @

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    @ C H HGWorkspace Desktop Edition Help 4Launching Workspace 5Keyboard Navigation and Accessibility 6Functionality Overview 9

    = 10& = = K 14

    H H=GH= G ! H 25# H F H= F J= K 25

    = G G J FJ= K 28= # H F H= 29

    # H F @ = # H F H= 34= C GI@H H= 36

    = F = 40= # H F H= 41

    C @@ # H F H= 42C H G G J FJ= K 45

    C H # H F H= 46C H C GI@H H= 51

    E-& =@ G G J FJ= K 54# I E-& =@ 54

    IH I E-& =@ 56*A J= K E-& =@ 60

    & # H F H= 62F =H G 67

    # H F @ #& 68IH I C = G J FJ= K 71

    IH I F J= K C @@G 73IH I IG F J= K C @@G 75IH I F F GG=J C @@G 77

    C @@ A H= G F IH I C @@G 79Components, Features, and Controls 0

    &M H HIG 82&M C = G 85

    C I = H F 18 92# H=J=HM = IH 16C H H C H F H H=GH= G 95&M H H=GH= G 96&M & GG G 97# - F F GG H # H F H= G 99

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    F G D G H E =H= @

    Workspace =G I@ F, IGH =N @ @= H= H H @ G M I H @ H

    H F = H F H= G, =H F H H- H F FG @ $ #G, GI@H K=H M@@ I G.

    F G D G H E =H= @ H = G = F H= IH K H :

    O G H = KG = KGH @ IGH F = H F H= G, F = H M IF = H H H- H F.

    O G H HG, HIF G, HF @GH H @ M I H @ H H G G,F = H M IF F @ = H H H- H F.

    O I F G .O G M F J= H= GG= =@=HM.

    F G D G H E =H= @

    F G D G H E =H= @ 4

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    I = F G

    D I @ - @= HWorkspace = M IF G H H @ I H @= H= .

    F GG H

    =

    F G = = K =G =G @ M .

    A H F M I IH H= H , F G = H IH H= @@M I H = K H G G F GGM I F = H @= H= =G I H .

    # FH HD = H = IF H= M IF J=F H, = M I @ = H # = @ M IF = IF

    B G H =G H @I = , M I = H @ =H F G IH H H # = @.

    @ H @ = H H # = @, @I = M IF

    B G H.

    I = F G

    F G D G H E =H= @ 5

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    $ M F J= H= A GG= =@=HM

    F G GI FHG M F G FH IHG H M = H= G F FH =

    I H= G. F G M F G FH IHG H MG F = IF M M IF = =GHF H F. =G =G H GIF H H H F =G @= H HK F G H@= H= G H H M I = H IG . @ G G M IF = =GHF H F F @=GH H G

    H MG H H F = IF F F G .

    Shortcut and Hotkey Combinations A G FH IH =G = H= MG H H M I F GG H H=J H FH = I H= F= G = = K= K F J= K. IF F H= GMGH = H GI FH G FH IH MG F

    @@ K= I H= G: M, IH, GH , I , @ H , = , L= =N K= K, = = =N K I G @ H , GK=H @= H= , @, IG, G .

    C GI@H M IF F H= -GMGH I H H= F @=GH GI FH M F G

    H MG F @G = H= G MG H H M I F GG H F F FH = I H= GH MG F J =@ @ H M I HH F K H K= K F @= H= =G H=J . F

    M IF = =GHF H F = H J = IF H M = H= F M I H H @ GGK F @@ (J = = H F H= ) F F H - =@ = H F H= H H G

    M I. H F J= K =G =G @ M M IF G H , M I IG H H M = H=F F H H= K=H IH =FGH J= H GK=H H H = H F H= F J= K.

    # FH H

    H= G H F = H @= H HK HM F G FH IH H H M IF = =GHF H F G

    = IF F F G I H= @=HM HM F G FH IHG H H HF @ H = LH E =H F

    H H M I = H IG= F - =@ H F H LH- G= H F H= G. I = H J H J= H K M F HH LH =H F = @ F M I IG H G FH IH. # M I

    L F= G FH IH @= H, @ G H= M M IF = =GHF H F H H IGH G FH IH.

    Access Keys# =H= , GG MG F J =@ @ F GH F G I =H G. E GI FH

    I =H G I F@= @ HH F F F H F. F GG HAlt M H I = H

    $ M F J= H= A GG= =@=HM

    F G D G H E =H= @ 6

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    H=J K= K, H F GG H @ HH F F F H F H H FF G G H H I M I K H H G @ H.

    Keyboard NavigationF G GI FHG M F J= H= F @@ HIF G = H = H F H= K= K

    HIF G, I H= G, H= G, IG F 100 F H J= @ M M F .

    F G = H F =G 100 F H J= @ M M F . =G I H= @=HM IG FG K H IG IG , F K F IG= J= F GG= =@=HM H H F @= G

    M F J= H= , H = I@ H H G H HG. $ M F J= H= H F I H=J=HM M IG F.

    F H H H H M I G @ H G G M I J H IG F H H H F. F L @ , IHH G @ F, IG K=H H IFF

    G @ H= = @= H M @ F.

    G F -F F @= H= G F H H= @ K=H H G J= H= G FH IHIG H G F F F IG G G H G MG F H F IF G G. G F

    F F =G , IG Alt + N H =G @ H M F J= H= I H= .

    Note: # M I F @F M = G F -F F , @@ M F G FH IHG F =G @F H Alt + n G. IF GMGH = =GHF H F HIF G G F -F F

    Basic Navigation

    K M F G FH IHG @ M I H J= H HG? F L @ , F I H H LH F F J= K H = H F H= = H F H H LH:

    O Tab ?& J G H IG H H LH H ( I, = @ , IHH , J= K, G )O Shift + Tab ?& J G H IG H H F J= IG H ( I, = @ , IHH , J= K,

    G )

    & J H IFG F @ H H F= H F H H HH , I @ GG H F F= HG = H H G H FK=G . J= H= J G F H H H K=H =

    J= K, F J= K H J= K K=H = H @= H= .

    Navigation Shortcuts @@ K= H @ H = G M F G FH IHG H H @ M I H = I@ H

    G IG, @=GHG, IHH G, = H F G = H F .

    Workspace Keyboard ShortcutsShortcut Description

    $ M F J= H= A GG= =@=HM

    F G D G H E =H= @ 7

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    E A & J @ H = I F F IH GI I.

    #! A & J F= H = I F F = H GI I.

    A & J I = @=GHG IG.D A & J K = @=GHG IG.

    A +D A G @ H F - K @=GH.

    E E

    F = = @ @=GH, @M H =H , F J @= H H= = H= .

    F IHH , L IH H GG = H H= .

    F I =H , L IH H GG = H H= .

    ACE F G HF @G, G @ H F @ F H L H H G H

    E CA E F = = @ @=GH, @ H =H .

    $ M F J= H= A GG= =@=HM

    F G D G H E =H= @ 8

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    I H= @=HM J FJ= K

    F G = H F =G G J= KG K= KG H H H = H HG,

    HIF G, HF @GH H F F I=F H @ H H G GI G @= # I= # H F H= .

    = ? =FGH J= K H H M I G . #H @ G M I H = H= M M IFG @ , = F I=F=H= @ @ = H G M IF F @ F H H = @ J=F H. H

    = K, @ I H F G @= H= .

    & = = K?E @ G M I H M IF GH HIG, H HG, J F=H G, G HH= G; JM IF $ #G GG G; @ I K = H F H= G.

    H H=GH= G ! H?E @ G M I H J= K M IF $ #G H H- H F GH H=GH= G = F H J= K. H H=GH= G J= K = H= F F = GH H= J= K.

    # H F H= F J= K?D=G @ MG = H F H=J H= = H= K = I = H F H=H= = H= =G F J= K H H = @I G HH H H H @ G M I H = K

    H F F H H = H F H= .

    = G G

    O = # H F H=?E @ G M I H J= K @@ H = F H= H H =G GG FM@ J = = H F H= K=H H H F = H F @ H.

    O # H F @ = # H F H=?E @ G M I H GH FH J = = H F H= K=H = H FH F H.

    O = C GI@H?E @ G M I H GI@H K=H H F H IH H IFF HJ == H F H=, F M I = =H= H F K=H H H F HF G F H H

    O = F = ?E @ G M I H F F H IFF H J = = H F H= K=H F = H F @ H F H ( F # -/ # - @ HG @M).

    O = # H F H=?E @ G M I H H J= @ H M IF IFF H J = @

    C @@ # H F H=?E @ G M I H J= K H = F H= H H =G GG FM H K @@ J = = H F H= K=H H H.

    C H G GO C H # H F H=?E @ G M I H J= K @@ H = F H= H H =G GG FM

    @ H = H F H= K=H H H F = H F @ H.O C H C GI@H?E @ G M I H GI@H K=H H F H IH H IFF H H

    = H F H= , F M I = =H= H F K=H H H F HF G F H H

    I H= @=HM J FJ= K

    F G D G H E =H= @ 9

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    E-& =@ # H F H=?E @ G M I H J= K @@ H = F H= H H =G GG FM H = I IH I - =@ = H F H= G K=H H H F = H F @ H, K H*A F J= K IH I - =@ = H F H= G.

    & # H F H=?E @ G M I H J= K @@ H = F H= H H =G GG FM H & = H F H= K=H H H.

    F =H G?E @ G M I H J= K -= H F H=J = HM G, GI G L G.

    # H F @ #&?E @ G M I HG # GH H & GG (#&) H H F H (= H F @ H FF F =J #& F = H F @ H F H.

    IH I C = G G

    O IH I F J= K C @@G?E @ G M I H F I GH IH I = = H F H= J= K H H-F @ H H F M I H @@ H H H H.

    O IH I IG F J= K C @@G?E @ G M I H F =J IH H= @@M IH I= = H F H= J= K H H-F @ H H F M I H @@

    H H.O IH I F F GG=J F = H=J C @@G?E @ G M I H F =J IH I

    = H F H= G H H F = @ IH H= @@M M H GMGH .O C @@ A H= G F IH I C @@G?E @ G M I H F F @@ I H= G GI

    G HF G FF= @@ F G I@= @@ .

    Plug-in Support

    F G GI FHG ! GMG @I -= G F J F= HM LH = @G, = @G = @- = @G GI G K=HH F. F H H I H H= H

    G K=H M IF ! GMG FJ= G @I -= G F = F H= IH K H = GH @@ H G = @G.

    Login

    = J= K =G H =FGH J= K H H M I G . #H @ G M I H = H= M M IFG @ F I=F , H F =H= @ @ = H , G M IF F @ F H H = @ J=F

    B F M I GH FH H IG F G GIF H H M IF G H =G K F = . ( # @M@I = M IF B G H.

    I H= @=HM J FJ= K =

    F G D G H E =H= @ 10

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    = = =G HK -GH F GGP H =FGH H= H H M I @ = M I = H @G H M IF GGK F :

    + 1. # H= M M IFG @ H H GMGH

    Logging In to the Workspace Application

    A H F M I J @ I H F G @= H= , H @ = J= K G M IF G

    1. E H F M IF IG F = H G F = @ .2. E H F M IF GGK F = H GGK F = @ . ( H : M I = H F I=F H

    M IF GGK F K M I =FGH @ = , H G = = = H FJ @, F F H F G IFF G G. F HC = IF GGK F ).

    3. # GG FM, G @ H M IF @ I F H I F - K @=GH.4. D H @@ K= :

    O # H IH H= H M IFG @ H GMGH .O C @ H GH @ = = @ G H @ = J= K.

    =G F GG = H= = G M I H H GMGH , G H H H FF H @= H= =G @K F GH H= . # =H= @ = F H= =G F I=F , H& = = K J= K G= = H @M H F M I @=Log In . H FK=G , H A J = F H FGJ= K =G

    =G @ M .

    I = H = IF H G = M M IF F FF @ I . G = M = F H @

    F F , G @ H @ I F H I F - K @=GH.

    More/Less Options

    # H =FGH @ = J= K, M I = H = IF H G = M =H= @ H= G.

    O G = M =H= @ H= G, @=More .O = H =H= @ H= G, @=Less .

    H= G H H M I = H = IF H G = M = @I H @@ K= :

    O H F G @= H= .O H GH H H =G FI = M IF = IF H= G FJ F.O FH I F M IF = IF H= G FJ F. =G FH =G F @@M 2020.O Keep recent place . C H =G L H IG H G @ H H K G

    IG GH F H@M H IFF H K F GH H= . I = H J H IG H =G H=M I H J = @ = IF F M IF @ = .

    I H= @=HM J FJ= K =

    F G D G H E =H= @ 11

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    C H H M IF GMGH = =GHF H F F F = F H= IH H G H= G.

    + 2. D = =H= @ = F H= IH M IFG @ , G M IF F @ H H GGG= H M I

    Defining Advanced Login Parameters

    A H F M I J IH H= H @ = , K J= K = H M IF G HH H @ G M I H G = M =H= @ = F H= , G H H G G H H M I K

    F F . H HG H J= K F = M M IF = =GHF H F; H M F G =F @ . K J F, = =H= @ = F H= =G F I=F , H& = = K J= K G= = H @M.

    A J = F H FG J= K =F G M IF @ = H= = G M I H H M I IGG @ H F F @G F J= M =H= @ @ = = F H= H H =G H G @G.

    1. E H F M IF = F H= , F = H M IF F @ , H H G G H H M I K H HF F . I = H J H G = M M IF @ , M IF I I , M IF @ = , M IF GGK F , H @G H H M I K H H IG ( = , #&, & , K F =H G GI

    G L G, G ). I = H @G F I=F H H F H= @ I= M I F # FJ F GMGH @ = F H @M.

    2. D H @@ K= :

    O C@=OK H GI =H M IF = F H= ; H& = = K J= K G.O C@=Cancel H @ G H MGH F H FG J= K @ IH.O C@=Change login account H F HIF H H =FGH @ = J= K.

    Remote Phone Number

    # M IF M =G IG= # FJ F ( # ), M I = H = IF H @ = M IG= F H I F H K = M I F = M I F H @ = F H H =G H = H F @ GMGH M IF M.

    # M I F @ = = F H @M, H F H F H I F H K = M IF @@G KF IH = H I F L = H A J = F H FG J= K.

    I F = H =G = @ = H @F M = IF F M I.

    I H= @=HM J FJ= K =

    F G D G H E =H= @ 12

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    USB Headset Detection

    M I @ = H # = @, F G G H H F = K H F H G H H H M I F = IF H IG =G @I = . # =H =G H, M I K=@@ @

    F G IH H = H H # = @. & GIF H H M I @I = M IF BG H G H H M I IG H # = @.

    F G H HG K M IF B G H =G @I = F I @I K=@@ G H MGH HIG F = @M. # M IF B G H =G H @I = GG K=@@ =G @ M .

    J @I G HH= G F M IF B G H H H M I IG H @ GH H= H H M I @F F H = H LH H= H H M I @ = . I IGH H J @I M IF B GM IG= H J @I HF @ H = = H F H=K= K.

    Ready/Not Ready State

    IF GMGH = =GHF H F G = = G K H M IF GH HIG=G F @ K M I @ = . #M I F = IF H H M F F F @G, M IF GMGH = =GHF H

    = H G = M H M G F H @. GH FH F =J= = H F H= G M @, M I IGH H GH HIG H M.

    + C IF GGK F

    F F I F F G G K M M I = H J H F K H H M IF F G@ = GGK F . F F G G H H F F @ H H H G IF=HM M IF M, M IF

    = H = IF G H H M IF GGK F L =F G IH H= @@M H F G = =MG. IF I H = H @G = IF H F I=F M I H M IF GGK F = H=J=HM H= - IH. F M IF FG @ G IF=HM, M IF I H = H = IF K=H

    H F FM GGK F K H I H =G GG= H M I, M I = H F I=F MM IF GMGH = =GHF H F H M IF H F FM GGK F F M I @ =

    F G F H =FGH H= . I = H @G K H H M IF F G @ = F H F F G G? F L @ , M IF M = H H J G = = @= M IH H M IF GGK F G I@ F M I = H J = H @@M F J @ M IFGGK F H I IH F=N FG .

    # @@ H G G F= G, M I IG H F G C GGK F = @ L H M IF GGK F . C GI@H K=H M IF GMGH = =GHF H F IH H G = = GGK F

    @= M H H M IF M = @ HG.

    I H= @=HM J FJ= K =

    F G D G H E =H= @ 13

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    I @@M M IF GGK F , F HMain Menu , G @ HChange Password . C GGK F = @ L =G =G @ M . F F H @@ K= GH G:

    1. E H F M IF IFF H GGK F = HOld Password = @ .2. E H F M IF K GGK F = HNew Password = @ .3. E H F M IF K GGK F = = HConfirm Password = @ .4. C@= OK H M IF GGK F F @=Cancel H @ G H = @ L K=H IH

    = M IF GGK F . # M I M FF FG, H F M I @=OK M I K=@@ G H F - H F H = F H= . # M I H F @@ H = F H= FF

    GGK F =G H H K GGK F H H M I G = = .

    # M I F F I=F H M IF GGK F M M IF = =GHF H F, H C GGK= @ L =G =G @ M IH H= @@M. F F H @@ K= GH G:

    1. E H F M IF K GGK F = HNew Password = @ .2. E H F M IF K GGK F = = HConfirm Password = @ .3. C@= OK H M IF GGK F F @=Exit H @ G H = @ L I=H

    F G K=H IH = M IF GGK F . # M I M FF FG, H F M I @OK M I K=@@ G H F - H F H = F H= . # M I H F @@ H =

    FF H@M, M IF GGK F =G H H K GGK F H H M I G = =

    Main Window

    & = = K @ G M I H :

    + 1. & M IF GH HIG

    Manage Your StatusI M IF GH HIG F HK @ G = H & = = K:

    O M H HIG IO &M C @G H

    Ready Status Menu

    H=H@ F H & = = K =G @ MG M IF F M GH HIG = M IF @ =I IG H Ready Status I H @ M IF @G.

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 14

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    C@= H M H HIG = (G = IF ) H & = = K H=H@ F H M IF ReadyStatus I.

    M H HIG & I

    @ H IG = H F J F H M H HIG = H J= K M IF GH HIG GI FM.

    J F= = H F J F HH HIG #

    GH HIG GI FM = @I G M IF @ = , @ , @G, @ GH HIG.

    # M I F @ = H F H @, H =@ GH HIG F @ =G

    H FK=G , @M M IF M GH H =G =G @ M .

    IF M GH HIG =G @G =G @ M = H&M C @GH H & = = K. I M IF GH HIG FK F = H F H= G F H &M C @G H .

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 15

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    Not Ready Status

    M I F @= = H F H= , H GMGH = H FFI HG H =G @ M H H= H H M I F = H IFF H GH H .

    # , K =@ M I F @= = H F H= F =J @, M I G H M IF GH HIG HM, H M - , F A H F C @@ F (AC ) H GMGH G H =G @ M H

    I H H= H H M I F = H H GH H I H=@ H = H F H= =G @ H . =G @ G M IF F F AC H= H =G @ M F = H F F GH H=GH= G.

    Inactivity Timeout

    # H=J=HM = IH=G G IF=HM HIF H H @ G H F G K= KG M IF

    K F GH H= = M I H IG M IF IG F M F F F= H= H H =G =M IF = =GHF H F. I IGH IH H= H H F H=J H F G .

    + 2. & M IF G HH= G F F G

    Manage Your Settings and Preferences

    C@= H A H = ( ) H H & = & I. I HF @ M IF G HH= G GF F G F H & = & I.

    & = & I H = G G F @@ H @@ K= I H= G, = K MI H =G = IF M M IF GMGH = =GHF H F:

    O Show Statistics Gadget ?D=G @ MG H H H=GH= G ! H J= KO Main Window Always on Top ?$ G H & = = K H M H F K= K

    H H G M IF G HO Auto-Hide the Main Window ? = G H & = = K H H H H =G @ M

    K H F G & = = K =G .O Refine Place / Channel information ?D=G @ MG H A J = F H FG

    J= K H M IF @ -= @ F H FG

    O Change Theme ? @ HG = F H F = F F H IO Check and Update ?C G F I H G H F G , I H G M IF G HK F = I H =G J =@ @

    O Change Password ?D=G @ MG HC GGK F = @ L.O Exit ? G @@ @G @ G G H @= H=

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 16

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    C@= H @ = ( ) H @ I H =G @ I H F @= H @ F - K @ I H =G @ I H F H = F H= IH F G .

    Docking the Main Window F G & = = K IG G =H F @ H= H @ F F H @

    IF = =GHF H F IGH @ H =G HIF .

    F F H F K MG H H F G & = = K H H H M IF =G @ M:

    O DF H F G & = = K H H H M IF =G @ M =H K=@@ IH H H H M IF G H =G @ M F . # M I K H H J H

    = K H H H M IF =G @ M K=H IH = , @ HCtrl M K =@ F =H K= K.

    O D I @ - @= H H=H@ F.O C@= & L= =N .

    # FH H# H = HIF G H @ F M I,H I @ - @= = H H=H@ F F @= =MaximizeK=@@ IG H & = = K H L= =N .

    H & = = K =G , M IF H=J G H F =G F I M H K= H

    & = = K. A M K= KG, = @I = L= =N K= KG, M IF G H FJ K H H H F G & = = K. = F @ H=

    = H F H= J= KG H H H G=N M IF G H F .

    H & = = K =G , H &= = =N & L= =N IHH G F =G @ .

    I H & = = K, @= F =H K M F H H M IF =G @ M. IF G H F F HIF G H I@@ G=N H F G & = = K F HIF G H H G=N

    F M I =H.

    = F G & = = K = H F

    H @ FG F @F M . F G & == K G I F H @ GH H @ F.

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 17

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    Auto-hiding the Main Window H F G & = = K =G M I G H @ H IH - =

    HIF . @ HAuto-Hide the Main Window F H Main Menu F F H F G

    I = H MGH F M.# AIH - = & , H F G & = = K =G = H H H H =G @ M

    G H F F HIF G H I@@ G=N K F G =G H H H=J @= H= .

    =G @ M H F G & = = K K =H =G = , H @@ K= H

    O C@= H F G G BIHH = H G B F.O & J M IF IG = H F H H H M IF G H =G @ M F ; H & = =

    =G =G @ M ; @= =H H =H =G @ M .

    =G @ H IH - = HIF , -G @ HAuto-Hide the Main Window F H MainMenu F F H F G I = H MGH F M.

    # FH H# H F H @ F H H =G H H H HG F =G @F M = IH - = , M I H

    @ H F G & = = K IH - = .# M I HFM H @ H IH - = , H @@ K=

    GG =G =G @ M : " I H IH - = H & == K F . A H F K= K =G @F M = IH - =

    H =G M IF =G @ M."

    + 3. I K = H F H= G M IG= H C I = H F

    Team Communicator & = = K H = G H C I = H F *I= F = @ . *I= F

    = @ =G I =J FG @ @ I H @. #H = H = IF H F J= =J FG @ C H@ I @ I , F G= @M @ I . G H C I = H F H @ I

    K = H F H= .

    C H H & H J= K

    I H= @=HM J FJ= K & = = K

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    M F I F = H = @ H = M IF G F . M I @= = H = @ , H C I = H F H @ F =G =G @ M . H @ F @ G M I H G F A@@,

    H H HG = H F @ H F HG; F G = H = IF H GH F =G @ M F H @@G, = @I = =GG @@G. #H @G @ G M I H =@H F M

    H F H HM H F I F I F I M IF G F F GI@HG.

    =I @G IG H C H H D=F H FM H Action

    I H H =G LH H H H H H @@ F -=@ H H.)

    + 4. = K M IF @G, =GH FM, GH H=GH= G ($ #G) H H- H F GH H=GH=F G

    My Workspace&M F G =G H J= K H H @ G M I H J= K M IF:

    O C @ G HH= GO C = GO =GH FMO H H=GH= G ($ #G)O C H H- H F GH H=GH= G

    C@= HAccess and use Workspace supporting views IHH ( ) H =G @ M HSupporting Views I, H G @ H H @@ K= H= G:

    O &M C @GO &M C = GO &M =GH FMO &M H H=GH= GO C H H C H F H H=GH= G

    &M F G J= K =G =G @ M @ K H # H F H= B F. C@= H H G H J== F H &M F G J= KG.

    + 5. A GG M IF K F = G

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 19

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    My Workbins A K F = =G @= FG @ I I , = K = M I GH F - =@ H F = H F H=

    F H @ @ H F.

    C@= HAccess and use Workspace supporting views IHH ( ) H =G @ M HSupporting Views I, H G @ H H @@ K= K F = J= KG:

    O My Workbins ? F @@ HG, J= K M IF FG @ K F = G.O My Team Workbins ? F G, J= K @@ H K F = G H H @ H

    HG H H M I GI FJ=G .O My Interaction Queues ? F G, =@H F J= K M IF GMGH I I G.

    J= K H F K F = , @= =H = H F = L @ F F H @ H- G= H I F I - =@ GG G = K F = @ F =G = = H LH H H

    H K F = @ F.

    @=GH J =@ @ K F = G G H = IF H= M IF GMGH . G @ H K F = =G H =FGH K F = = H @=GH H H =G G = = M M IF GMGH

    H K F = G K = = H = IF F M I = @I :

    O In-Progress ?C H = G = I - =@ GG G F H F K F =H G H H J F GG

    O Draft ?C H = G IH I - =@ GG G H H J G J G F H

    J= K H =@G, H G, G H IH = H F H= , G @ H =H. # F H=

    G @ H = H F H= =G =G @ M = H H G H H HH H F = G J= KH = H F H= = F H= H G, @= HShow/Hide Details Panel button.

    = H F H= , I @ - @= =H.

    I F F H @@ K= I H= G G @ H = H F H= G = K F = G M IGWorkbin Actions buttons:

    O Reply ( )O Reply All ( )O Open ( )O Mark Done ( )O Delete ( )?= M I J H FF H F =GG= GO Move to Queue ( )?= M I J H FF H F =GG= GO Move to Workbin ( )?= M I J H FF H F =GG= G

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 20

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    O Edit Case Information ( )?(= M I J H FF H F =GG= G) G H E =HC G # F H= K= K H @ M I H =H H H H HC G D H H F H G @ H = H F H= (G).

    C@= F F = F H= IH @= - =@ = H F H= G.

    + 6. & H HG

    Manage Your ContactsC@= HAccess and use Workspace supporting views IHH ( ) H =G @ M HSupporting Views I, H G @ HContact Directory H H C H H D=F H FM. GH =G HIF H G F F H HG. = K H =@G IH H G F F GI@HG = HD H =@G @.

    Quick Search

    G F H C H H D=F H FM, HM H , I F, F - =@ F GG H H = H*I= F = @ . C@= H = M= @ GG H G F F H F=H

    M I J H F .

    *I= F IHH

    C@= HX H @ F H *I= F = @ .

    *I= F =G begins with G F .

    F F GI@HG F =G @ M = F= F @=GH. C@= HShow Contacts in Grid View /ShowContacts in List View H @ IHH H H @ FH HK H HK J= KG C H H D=F H FM.

    Advanced Search

    C@= HShow /Hide Advanced Search H @ IHH H G K F = ( ) HJG F HIF.

    A J F HIF @ G M I H H F I@H= @ F=H F= H F = M IF G A J F H = G F - K @=GHG G F F=H F= , GI G G,

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 21

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    =@ F GG G, I FG. #H @G H = G F - K @=GHG K=H H @@= = FG H H H F = K H F=H F= K=@@ H H G F :Contains , Begins With ,

    Is . G H Match Conditions H= G H G = M K H F A@@ F A M H G F H H M I J G = = F @= .

    F F GI@HG F =G @ M = F= F @=GH. C@= HShow Contacts in Grid View /ShowContacts in List View H @ IHH H H @ FH HK H HK J= KG C H H D=F H FM.

    Details Panel

    I J= K H H = F H= H H =GH FMF H currently selected contact = HD H =@G @ M @= = HShow Details Panel on Bottom /Hide Details Panel H @

    IHH :

    C@= H K - FF K H H D H =@G @ M IH H =G @ M =H F @ KF= H H C H H D=F H FM:

    K D H =@G B @ KIHH

    # F H= H =G @ MG G= = F H= IH H IFF H@M G @ H HH @@ K= :

    O ! F @ ( =H@ , =FGH , GH )O I F(G)O E-& =@ A F GG( G)

    H HHistory H @ G M I H J= K , = M I F = IF H G , =H IFF

    F =J = H F H= G H H F GG = H K=H H IFF H@M G @ H H

    # M I J H FF H F =GG= G, M I =H H = @ G HContact Information J= K/ F H Contact History J= K.

    + 7. & M IF H=J = H F H= G M IG= H # H F H= B F

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 22

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    Manage Your Interactions # H F H= B F =G =G @ M H H HH H & = = K K J F M I J

    F F H=J = H F H= G. E = H F H= =G F F G H M HF @ F. I

    H HF @ F H F F G= H= G H H F G = = H H = H F H= HM= @@.

    & = = K # H F H= B F

    C@= H HF @ F F = H F H= H =J =H H IG. A@@ H F = H F@@ G H H # H F H= B F.

    C@= H G @@ @ F F H @ H H = H F H= HF @, H H @ @ H= . E = H F H= G H H = F @ H= = H@M.

    # = , H = H F H= J= K =G =G @ M = H & = = K @ K H # HB F, @@ H F J= KG, GI G &M C @G, F = . C H H J= K G GJ= K F GG= @ .

    & = = K # H F H= B F K=H == H F H=

    # @ H= , H = H F H= J= K =G =G @ M G G @@ J= K H H =G HHHH H # H F H= B F. # H F = H F H= G F IFF H@M = =

    H F G J= KG, GI G &M C @G =G IFF H@M =G @ M , H M K=@@ = = H @ H= = H F H= J= K.

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 23

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    & = = K # H F H= B F K=H @ H== H F H=

    M I J F H H=J = H F H= , @= H = H F H= H =G @ M =H

    # M I @ M IF IG = H F J F = H F H= = H # H F H= B F, @H==G @ M H H GI F=N G H H H H = H F H= . #H = @I G GI FM

    = H F H= G H H F = J @J = H =G H F , G K @@ G M GI@H H= = H FF @ H H H = H F H= .

    E HF= G = H # H F H= B F @ G ( F @= ) K G = = J HG IF H H =M IF = = H HH H= . C H, & GG= , #& # H F H= G @ G K K

    GG =G F =J .

    @@ K F H L= I G = H # H F H= B F, K M I F @=

    = H F H= , H C I = H F J= K =G F I H IHH :

    + 8. = K M IF GG G

    View Your MessagesGG =G @ M =G G F @@ @ @=GH H @ H GH = F H= IH H G

    H H- H F HK F . #H = F G M I G H H GH HIG J F= IG HK FHG, GI G C H H FJ F, H H=GH= G FJ F, # H F H= FJ F ( F H,

    K F =H G), M IF = GK=H . I @G J= K GG G H H F F GHM I.

    C@= HAccess and use Workspace supporting views IHH ( ) H =G @ M HSupporting Views I, H G @ HMy Messages H H &M & GG G J= K K =

    =G @ MG @=GH GG G F M IF GMGH = =GHF H F F GI FJ=G F.

    I H= @=HM J FJ= K & = = K

    F G D G H E =H= @ 24

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    + 9. A H F F H = I = H F H= G M IG= H # H F H= F J= K

    Interaction Preview# K = H F H= FF=J G H M IF K F GH H= , M I F H= = M H# H F H= F J= K= H F H=J H= = H= , I @ GG M I F = IF F IH - GK F. F J= K = @

    HH H H H @ G M I H = K H F H H F F H H = H F H

    + 10. H FH # GH H & GG G GG=

    Instant MessageH FH # GH H & GG G GG=K=H = H F @ H F H

    + 11. FH= = H = IH I =

    Outbound CampaignFH= = H = IH I =

    Statistics GadgetH H=GH= G J= K =H F = H& = = K M G @ H= HMy Statistics H F H

    Contact Center Statistics H = M IF F G , F M IG= H H H=GH= G ! H.

    H H=GH= G ! H =G @ MG GH H=GH= G = HK K MG:

    O A GH H=GH= G H= F O A H GH H=GH= J= K

    J H H H H=GH= G ! H =G H H M I J= K M IF $ #G H H-GH H=GH= G H= I IG@M K=H IH = M IF F G @= = FHH G.

    G K F = H H H=GH= G ! H, G @ HShow Statistics Gadget F H Main Menu= H & = = K.

    I H= @=HM J FJ= K H H=GH= G !

    F G D G H E =H= @ 25

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    H H=GH= G ! H =G @ MG = IF GH H=GH= G = H= = F = . E GH=G @ M F G = = F= , H H LH GH H=GH= =G =G @ M .

    H H=GH= G! H

    G H Back , Stop /Play , Forward IHH G H HF @ @ H G F @@ I @@H F I H GH H=GH= G H H M I F = IF H J= K. IHH G F =G @ M =

    = IF H J= K F H H H- H F GH H=GH= F $ #.

    A@ FH = G F =G @ M = H HH F= H F F = H GH H=GH= G F = K FF F GH H . F I @ F H H= F @G G H = = H K F =

    C@= HAlert = H HF @ @ H =G @ M @M H GH H=GH= G H H F F FF F GH H .

    C@= HTag IHH ( ) H =G @ M H IFF H GH H=GH= G = GH H= H H=

    C@= HUntag IHH ( ) H @ G H H H=GH= G J= K.

    I J= K M IF $ #G =H F G H LH F G F . C@= HGraph View IHH ( ) HJ= K H GH H=GH= G F . C@= HText View IHH (#

    = KH H=GH=G

    LH@

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    ) H J= K H GH H=GH= G F

    I H F H GH H=GH= H H= . H H=GH= G J= K L G HH I@H= @ GH H=GH= G = G= @ J= K.

    C@= HUp Down IHH G H G F @@ I F K H J= K H F H GH H=GH= G.

    Statistics Gadget Menu =G @ M HStatistics Gadget Menu , @ M IF IG = H F J F H H H=GH= G

    ! H. C@= H Menu IHH ( ) H H I.

    O Hide My Statistics /Show My Statistics ? KG @M H H H- H F GH H=GH=G KG H &M H H=GH= G H H H- H F GH H=GH= G

    O Hide Contact Center Statistics /Show Contact Center Statistics ? KG @M &MH H=GH= G F G KG H &M H H=GH= G H H H- H F GH H=GH= G

    O Always on Top ?$ G H H H=GH= G ! H H @@ H F K= KG

    I H= @=HM J FJ= K H H=GH= G !

    F G D G H E =H= @ 26

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    O Show My Statistics on Main Menu ? G &M F G H & = = K G KG H &M H H=GH= G H

    O Hide Contact Center Statistics on Main Menu ? G &M F G H & == K G KG H H H- H F-GH H=GH= G H

    O Close Statistics Gadget ?C@ G G H H H=GH= G ! H (= @I = H H H=GH= G GH )

    Interaction Preview

    # H F H= F J= K =G @ MG = H F H=J H= = H= H H @ G M I H F= I = H F H= . F J= K = @I G HH H H H @ G M I H =H H F F H H = H F H= . C G D H H H =G =G @ M = M IF # H F H=

    F J= K G H =H G = IF M M IF GMGH = =GHF H F.

    K = I = H F H= =G F IH H M IF K F GH H= = H F H=J # H FF J= K FG = H HH F= H F F M IF =G @ M. D = K M IF GM

    =G = IF , H F J= K = H H = G F @@ H @@ K= = F H= = H F H= :

    O G F H = H F H=O MO C H H HM / H ( F L @ , ! @ )O F= F=HM

    O C H H , I F, F H F = F H=O F= = F *I IO = = I I ( IF H= )

    Use Cases A = H F H= F J= K =G =G @ M F H @@ K= = H F H= HM G

    = IF F IH - GK F:

    O = / # / IH I ( )O E-& =@ ( )O C H ( )O & ( )O #& ( )O F =H ( )

    I H= @=HM J FJ= K # H F H= F J=

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    Voice/VoIP/Outbound

    F F I@ F = I @@, = M I F H = IF F IH - GK F, M IF G H FM I F J= K H @@, F H= F F H= =H, M F J= K= H = F

    F J= M # H F H= F J= K. # M I F H H @@, =H =G G H H H F = H, F I I .

    F = I @@ # / # GMGH , M I F =J H= = H= H @@. I G H J= K @@ GI FM F H= F F H= H @@. # M I H

    = H F H= , H @@ FF=J G M IF G H, K=H F K=H IH F J= K F F= =F H H @@ =H =G G H H H F H, F IH= = H, F I I .

    F F IF G IH I = @@G. G K=@@ @ M I H F J= @@, K =@ H FG F IH - = @ H . F HIH I C = G J FJ= K

    F F = F H= IH IH I = @@G.

    E-Mail, Chat, SMS, IM, Workitems

    F F I@ F = I = H F H= , = M I F H = IF F IH - GK F, = H FF J= K =G =G @ M M IF G H ; M I F J= K H = H F H= M F J= K= HF J= K = F H= F M I H F F H H = H F H= . # M I F H H =

    =G G H H H F H, F IH= = H, F I I .

    Accepting or Rejecting the InteractionD = K M IF GMGH =G = IF , M I = H J G F @@ H @@

    = G K # H F H= F J= K =G =G @ M M IF G H :

    O Accept ? H = H F H= = = H F H= J= K.O Reject ? HIF H = H F H= H H F H, F IH= = H, F I I .

    Voice Tasks Overview

    = H G G @ M I H = =H= H = H F H= G K=H = H F @ H F HG.O = # H F H=?E @ G M I H J= K H = F H= H H =G GG FM H

    J = = H F H= K=H H H F = H F @ H.O # H F @ = # H F H=?E @ G M I H GH FH J = = H F H= K=H = H F

    H F H.

    I H= @=HM J FJ= K = G G J FJ= K

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    O = C GI@H?E @ G M I H GI@H K=H H F H IH H IFF HJ == H F H=. = GI@H H= G H H F GH FH F H=J = H F H= M IF = H F @ H F H H J= K G H , H H = F H= , =GH FM.

    H G H H H M IF GI@H H= F I GH. I @G HF GF M IF @@ H A H=J C GI@H H= .

    O = F = ?E @ G M I H F F H IFF H J = = H F H= K=H F = H F @ H F H ( F # -/ # - @ HG @M).

    O = # H F H=?E @ G M I H G F =J J= GHF G FH J =@@.

    Voice Interaction = # H F H= K= K @ G M I H J= K @@ H = F H= H H =G

    @ J = = H F H= K=H H H F = H F @ H F H.

    + J FJ= K

    The Voice Interaction Window

    = = H F H= G GH FH M IG= H C I = H F, F M G @ H=CallF H C H H D=F H FM. DIF= #&, H, F - =@ = H F H= , M I @G IG

    Action I H @ H- G= H FHM , H G @ HCall .

    = # H F H= K= K @ G M I H @ M @@-F @ H H G G, = @

    O H FH= GI@H H= HF G FF= F F = H @@ H = H F @F K=H H H.

    Note: # M I K H H = =H= H = H F @ J = = H F H=H G H H F Hwithout HF G FF= F F = H LH F @ @@, IG H C I = H F .

    O = K= = H H =GH FM.O = K= = H H = F H=. I = H = IF H GG=

    I K = H F H= H H H = H H H H G M IG= H& I @C H H AGG= H HIF .

    O @J= GHI @@G.O F = @@G( # / # @M).O A IGH= = F G F J @I ( F G D G H E =H=

    # E = H @M).O = GH F F G G.

    I H= @=HM J FJ= K = G G J FJ= K

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    O B@ = H = H F H= K=H H F = (GI G - =@, J = , & ) M H FHM A H= I.

    & = @ = K=H H FHMH= I

    H HG H H F =G @ M H M I = H =G J= K M IF F @ H = F H= H H =G J =@ @ IH H H H.

    =G J= K =G G MH = J= KGH H H H F F J= @@ H HIF G HM I H @ J = = H F H= . I IG H =G J= K H :

    O = K H GH HIG H @@.O E H @@, @ H @@, G D & .

    + # #

    VoIP-/SIP-enabled Agents

    F # -/ # - @ HG, =H= @ @@ H= G F J =@ @ .

    # I # HF @G

    # / # @@ H= G @ M I H :

    O F H @@.O &IH H = F .O IH H = F .

    O &IH H G F ( F G D G H E =H= # E = H @M).O IH H G F ( F G D G H E =H= # E = H @M).O A IGH H = F J @I ( F G D G H E =H= # E = H

    @M).O A IGH H G F J @I( F G D G H E =H= # E = H

    @M).

    I H= @=HM J FJ= K = G G J FJ= K

    F G D G H E =H= @ 30

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    O A H J= GHF G FH J = @@.O H =G G=H= .O @ H& F D F H IFF H = H F H= .O G H H H HH H H H @@ =GH FM.O = KC G D H ( HH H ) F H IFF H @@.O = K H =GH FM H IFF H @@.O = K H H= F H= =GH FM. I = H @G = IF H GG=

    I K = H F H= H H H = H H H H G M IG= H& I @C H H AGG= H HIF .

    O = F =G @ M H HF @G = F H= IH H IFF H = H F H=H @@ G / L # H F H= = K IHH :

    C @@ GEL

    O H FH J = GI@H H=K=H = H F @ H F H F H H HF G F F

    F H @@.O H FH # GH H & GG = (#&) GI@H H=H H GG G H LHI @ = F H= HH #& = H F @ H F H. A H F M I = =H= H #& GI@H H= G GG= , M I HF G=H=H #& G GG= H J = GI@H H=.Note: IF = =GHF H F M J IGH J= KG H M IF IG H

    = # H F H= J= K.

    + C @@ H HIG

    The Call status area of the Voice Interaction view

    C @@ GH HIG F H = # H F H= J= K F J= G H H H'G I, F H = H F @ H F H'G LH G= F , H GH HIG H @@. GG=

    GH HIG G = H = @I H @@ K= :

    O Connected ? I F H=J @M H @ = H H H H F = H F @ H F H.O Ended ? @@ G M =H F M I F H H H.O On Hold ? @@ =G = GH H K F H H H =G I @ H F M I, M

    H @ H F H H H K H M F @ .O Establishing ? I F HFM= H H H = H F @ H F H F I I F J =

    GI@H H=.O Establishing on hold ? @@ =G IH @ F H = H F @ H F H GK

    H H H = H F @ H F H K=@@ @ K H @@ =G GK F .

    + C @@ A H= G

    I H= @=HM J FJ= K = G G J FJ= K

    F G D G H E =H= @ 31

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    Standard Controls for Voice Interactions

    C @@ H= G F GH F HF @G F J = = H F H= G. F G @ G MH @@ K= @@ H= G:

    O End Call ?C@= End Call ( ) H =G H H @@.

    O Hold Call ?C@= Hold ( ) H @ H H=J @@ @ . # @@ =G @H F H H H H H H H F M I.

    O Resume Call ?C@= Resume Call ( ) H F H H @@ H H =G @ . K=@@ @ H F H H H, H H H K=@@ @ H F M I.

    O Instant Call Transfer ?C@= Instant Call Transfer ( ) H F =F H H IFF H J == H F H= H H H F = H F @ H F H H H M I G @ H M IG= H C I = H F.

    O Instant Call Conference ?C@= Instant Call Conference ( ) H GH FH J =F = GH H@M K=H H IFF H J = = H F H= H H F = H

    H H M I G @ H M IG= H C I = H F.O Send DTMF ? I HH I F= @ H H @@ M H F= I @-H I@

    F I M (D & ) = =HG = H H @@ G =GH FM. C@= H M IHH H D & M , H HM I FG = H H I F = @ F @= H

    I FG H H F I FG.O Mute the Microphone ?( F # -/ # - @ HG @M) FHM H K M

    F H H F M I K H = F = M IF G H F M IF K F GH H= =G IH . F F HK K MG H GG H &IH H &= F

    E=H F @=Mute microphone ( ) H @I F FH= G HF @, F @= H H @I F FH= G HF @ I, H @=Mute the microphone

    LH H H &= F @I HF @. M IF = F =G IH , G @@=F @ K=H G@ G =G =G @ M LH H H = F = .

    &= FIH HF @

    O Mute the Speaker ?( F # -/ # - @ HG K=H F GD G H E =H= # E = H @M) GG H &IH H F IHH , @

    H @I F FH= G HF @ I, @= HMute the speaker LH HH F @I HF @. M IF G F =G IH , G @@ F =F @ K=G@ G =G =G @ M LH H H G F = .

    I H= @=HM J FJ= K = G G J FJ= K

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    F

    IH HF @O Adjust Microphone Volume ?( F # -/ # - @ HG K=H

    F G D G H E =H= # E = H @M) GG H &= F J @IHF @, @= H H @I F FH= G HF @ I, H J H

    @I HF @ G@= F @ H H F G H J @I F= H H = F G H

    &= FJ @I

    HF @

    O Adjust Speaker Volume ?( F # -/ # - @ HG K=H F G D G H E =H= # E = H @M) GG H F @I

    HF @, @= H H @I F FH= G HF @ I, H J H@I HF @ G@= F @ H H F G H J @I F= H H = F G H

    F J @I

    HF @

    O Start Consultation ? H FH GI@H H= K=H = H F @ H F H F H H

    H F H G H H H H F I GH. H F H HGI@H H= . I H GI@H H= F M I HF G F F F IFF H = H F H= H F K=H H GI@H H= H F H.

    C G # GH H & GG GI@H H=F = GI@H H=.

    C GI@H H= I

    O Start/Stop Video ?A / J J= GHF H M IF IFF H J = @@.

    H FH/H=

    = G

    O Mark Done ?C @ H @@ @ G H = # H F H= K= K M @=Mark

    Done ( ). I = H = IF H G = M =G G=H= F M I @= Mark Done .

    I H= @=HM J FJ= K = G G J FJ= K

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    + C H HG

    Contact Information and History

    G H Show/Hide Information view menu IHH H G K F = H H = F H=H H =GH FMF H IFF H H H.

    Contact Information J= K @ G M I H J= K =H H H = F H= . # HH H =G @F M = H C H H H G , H =F = F H= K=@@ =G @ M

    G H = @ G H F = M H H = F H= . F F = F H= IH H# F H= J= K, G C H H D=F H FM.

    Contact History J= K @ G M I H J= K = F H= IH GH = H F H= G K=IFF H H H = H H H =G @F M = H H H H G . G H G F H

    G = = = H F H= G. F F = F H= IH H C H H =GH FM J= K, GC H H=GH FM.

    # H F F= F F GG F F H = H F H= GF H IFF H H H, H I F = H F H= G =G =G @ M G= H H= GH HIG H = H F H= .

    + HI C @@G

    Force Closing a Case (Stuck Call)

    # M I F @@ F I @ H @ G H # H F H= K= K IG H @ GHI = H GMGH , F= H- @= H H = H # H F H= K= K H H F

    @@, G @ HForce Close This Case F H G FH IH I. I K=@@ F H H=F H H M I K H H F - @ G H @@.

    Internal Voice Interaction = # H F H= = K @ G M I H GH FH J = = H F H= K=H = H

    I I = H K=H H F HGF = H F @ H F HG M IG= HC I = H F H @ F = H& = = K J= K, F F H = # H F H=J= K K =@ M I

    F @= H=J @@K=H C H H.

    I H= @=HM J FJ= K = G G J FJ= K

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    + 1. C I = H= K=H A H F A H

    = # H F H= = K @ G M I H @@ H F H F = H F @ H F H C I = H F H = = H F @-H F H H.

    # H # H F @ F H A H= I, G @ HCall . # H = H F @ H F H M IF = J=H H= , H GH HIG = H = # H F H= = K G HConnected. You cannow talk to the internal target.

    I J GG H H G HF @G I H= @=HM K M I F H @ = H =H F H G K M I F H @ = H H H. I H @@ K= :

    O C H @@ GH HIG.O F F @@ H= G, GI G = H @@, IHH= H @@ @ , G =

    F HF G FF= / F = H @@. F # -/ # - @ HG, H @=H= @ @@ H= G F J =@ @ : F F H @@, IH I IH H IGH H = F G F J @I G. F H= # H F H= GF @=GH =H= @ H= G @= =H H= G.

    O = K H @@ =GH FM.O H =G G=H= .

    + 2. C I = H= K=H A H F A H =@ @= A H=J # H F H=

    F G @ G M I H @ F H J = = H F H=G= I@H IG@M. F L @ , M I IH H=J @@ @ @ I K J = = H F H= . =G =

    HM = @@M, H GI@H K=H H F H F = H F @ H F H H K M I H =HF G F F F H H=J @@.

    =@ M I F H=J @@, IG H C I = H F H @ F = H& = = K H@ I K J = = H F H=.

    I @G = =H= H #& G GG= K=H = H F @ H F H F H H=J @@. #& G GG= GH H F GH FH F H=J @@ @ H = H F @ H F H H J= KG H H H= F H= =GH FM. I HF G=H= = H F @ #& G GG=H J = - GI@H H= @@.

    # M I GH FH K J = = H F H= , H F= = @ H=J @@ =G IH @ , MH H H = H F @ H F H. F GI H F= = @ @@, @= HResume Call IHH

    H F= = @ J = = H F H= K= K.

    =@ H F= = @ @@ =G @ , M I H H H = H F @-H F H @@. GH F@@ H= GF J =@ @ .

    I H= @=HM J FJ= K = G G J FJ= K

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    Voice Consultation = C GI@H I H= @=HM @ G M I HGI@HK=H = H F @ H F H F H HIH H IFF HJ = = H F H=.

    DIF= H GI@H H= , M I HF G F H H H F H F GH FH F K=H H H F H. H F H G H H H M IF GI@H H= , HF G F, F F F I G H H GI@H H= . = GI@H H= G H H F GH FH F

    = H F H= @ H = H F @ H F H H J= K G H , H H = F H= ,

    + C GI@H

    Starting a Voice Consultation

    = # H F H=J= K @ G M I H GH FH GI@H H= K=H = H F @ H FH H IH M IF IFF H J = @@.

    C@= HStart a Consultation IHH ( ).

    G H C I = H F H = = H F @ H F H F H H.

    # H Action I, @= :

    O Start Voice Consultation ? H FH J = GI@H H= K=H = H F @ H F H

    H H. A H F H GI@H H= F I GH =G = =H= H , H H H F = H F @ H F H =G H GI@H H= F I GH @@ =G F G H H H GI@H H= H F H. Call Status

    = = H FG H H F LH H H H FHM G K K H F H H H F = @ , = = H G K H GI@H H= F I GH G FEstablishing H

    Connected .

    F,

    O Start Voice Consultation (Transfer) ?# =H= H J = = H F H= H H @ H HHF G F H F H F= F H HF G FF= H @@ H H = H F @ H F H F

    O Start Voice Consultation (Conference) ?# =H= H J = = H F H= H H @ H HGI@H H= H F H F= F H F = H @@ H H = H F @ H F HH H.

    Note: M I @G G H GH FH # GH H & GG C GI@H H= F HAction I.C@= Start Instant Message Consultation H =G @ M H# GH H & GG J= K = H

    IFF H = H F H= K= K. GG H G = J=H H= H H GI@H H=

    I H= @=HM J FJ= K = G G J FJ= K

    F G D G H E =H= @ 36

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    + F G F

    Transferring a Voice Interaction

    H @ H H HF G F H F H F= F H HF G FF= H @@ H H = H F @ H FH H, @= H GI@H H= IHH = H H @ F, F H C I = H

    Action I G @ H H @@ K= H= :

    Start Voice Consultation ( F, Start Voice Consultation (Transfer) , = H HM J=F H H H M I J ).

    A H F H GI@H H= F I GH =G = =H= H , H H H F = H F @ H F H =G IH@@ =G F G H H H GI@H H= H F H. H H C @@ H HIG = = H FG

    H FHM H H F = K H F H H H F = H F @ =G @ H K H GI@H H= F I GH G F EGH @=G = H C H .

    A H F M IF H F H HG H GI@H H= , M I F H M I H HF G G H H F. H H F = G @ .

    Completing the Transfer

    @ H H HF G F, @= HInstant Transfer IHH ( ) F H = J =

    = H F H= , G @ H H GI@H H= H F H F H C I = H F, @=InstantCall Transfer . H H F = H F @ H F H =G H H H HF G F H F H, J = - @@ GH HIG G HEnded = H = # H F H= J= K.

    I F F M H @@ K= I H= G M IG= H = C GI@H H @ F:

    O A@H F H (H @ ) HK H H H F = H F @ H F H H HF G

    @= =Resume Call ( ). H F FHM =G IH @ I H=@ M I H @ @ H H HF G F .

    O E H @@ H H GI@H H= H F H F GI H @@ K=H H C H

    H F H ( ).O I @ H I@H= F I M (D & ) H H HF G F H F H M IG= H D

    M ( ).

    I H= @=HM J FJ= K = G G J FJ= K

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    O F # -/ # - @ HG, H @@ K= =H= @@@ H= GF J =@ @ :F F H @@, IH I IH H @@, IGH H = F GJ @I G. F H = # H F H= GF @=GH =H= @ H= G @= =H

    H HF G F =G @ H , @ G H = # H F H= K= K M @= =Mark Done (). I = H = IF H G = M =G G=H= F M I @=Mark Done .

    Note: I G H H HF G F H F M @= = HInstant

    Conference IHH ( ), G @ H= H GI@H H= H F H F H C I = @= =Instant Voice Conference . F H C @ H= H C F .

    + C F

    Starting a Voice Conference

    H @ H H F H F H F= F H F = H @@ H H = H F @ HH H, @= H GI@H H= IHH = H H @ F, F H C I = H

    Action I G @ H H @@ K= H= :

    Start Voice Consultation ( F Start Voice Consultation (Conference) , = HHM = IF H= H H M I J ).

    A H F H GI@H H= F I GH =G = =H= H , H H H F = H F @ H F H =G H @@ =G F G H H H GI@H H= H F H. H H C @@ H HIGLH H H H FHM H H F = K H F H H H F = H F @ =G

    H H F = K H GI@H H= F I GH G F EGH @=G = H C

    Completing the Conference

    A H F M IF H F H HG H GI@H H= , H @ H H C F , @= HInstant

    Conference IHH ( ), G @ H H GI@H H= H F H F H C I = H F@= Instant Call Conference . H H F = H F @ H F H =G H H H HF

    H F H H F H @@ H H H F H. H H F = H F @ H F H =G F H F H.

    I F F M H @@ K= I H= G M IG= H = C GI@H H @ F:

    I H= @=HM J FJ= K = G G J FJ= K

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    O A@H F H (H @ ) HK H H H F = H F @ H F H H F

    @= =Resume Call ( ). H F FHM =G IH @ I H=@ M I H @ @ H H F .

    O E H @@ H H F H F H F GI H @@ K=H H C H HH F H ( ).

    O I @ H I@H= F I M (D & ) H H F H F H M IG= H D

    M ( ).O F # -/ # - @ HG, H @@ K= =H= @@@ H= GF J =@ @ :

    F F H @@, IH I IH H @@, IGH H = F GJ @I G. F H = # H F H= GF @=GH =H= @ H= G @= =H

    Note: I G H H F H HF G F M @= = HInstant

    Transfer IHH ( ), G @ H= H GI@H H= H F H F H C I = H F@= =Instant Voice Transfer . HF G F F F = F H= .

    A H F H F =G GH @=G , M I F F H @@ K= H= G:

    O D=G @ @ @=GH =.O J FHM F H F .O G H H H HH H H H @@ =GH FM.

    O C @ H H @@ M @= =End Call ( ).

    O C@ G H = # H F H= K= K M @= =Mark Done ( ). I = H = IF H G = M =G G=H= F M I @=Mark Done .

    O F # -/ # - @ HG, H @@ K= =H= @@@ H= GF J =@ @ :F F H @@, IH I IH H @@, IGH H = F GJ @I G. F H = # H F H= GF @=GH =H= @ H= G @= =H

    Disabling and Enabling Listening

    I = H = IF H =G @ @ @=GH = M FH= G = F .Party Action I H = # H F H= J= K G @ HListen Disconnect H =G @@=GH = F H H FHM. FHM GH=@@ H @ , IH H FHM H F K

    H F FHM G M. =GH D=G H =G H=J F FHM, G @@ F =F @ K=G =G @ M LH H H FHM = .

    C@= HParty Action I H = # H F H= J= K G @ HListen Reconnect H@ @=GH = F H H FHM. FHM K F K H H H F HK FH= G

    I H= @=HM J FJ= K = G G J FJ= K

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    Removing a Party from the Conference

    I = H = IF H F J FHM F F . C@= HParty Action I H = # H F H= J= K G @ HDelete From Conference H F J H H FHM F

    H F . I GH=@@ H @ H H FHM K K G H F J F H F

    Voice Recording = F = I H= @=HM ( F # / # @ HG @M) @ G M I H

    H IFF HJ = = H F H=K=H H H F = H F @ H F H. F G GI FHG H= F H HM G J = F F = , F M F F = HF @@ @@ F F

    GMGH = =GHF H F = IF G H HM J = F F = H H =G GI FH = MJ=F H.

    # M I F = IF F F M F F = , M I GH FH GH F F = M IG=G= @ H @ IHH .

    # M I F = IF F HF @@ F F = , M I GH FH F F = , IG FF GI F F = , F F = .

    # =H= , M I = H @G = IF F IH H= F GMGH - I= F F = . #H G , M I K=@@ F =J H= = H= H H F F = =G = F F GG.

    C @@ F F = @ G M I H F F H @@ K= I H= G F H = # HK= K H & = = K # H F H= B F :

    O Record the call ?Click Record the Call ( ) H F F @@.

    O Stop recording the call ?C@= Stop Recording the Call ( ) H GH F F = @@ H H M I F IFF H@M F F = .

    O Pause recording the call?Click IG F = H C @@ ( ) H IG F F = @@ H H M I F IFF H@M F F = .

    O Resume recording the call?Click GI F = H C @@ ( ) H GHF F = @@ H H M I F IFF H@M F F = .

    M I F F F = @@, H @@ = = H H - FH= G F G H

    # @@F F =

    I H= @=HM J FJ= K = G G J FJ= K

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    M I IG @@ F F = , H F @@ = G H @I .

    # M I @ M IF IG = H F J F H @@ = , @H= K=@@ =G @ M HH H H @@ =G = F F H @ H H= H F F = .

    A @@-F F = = ( ) =G =G @ M = H H=H@ F H& = = K K @@F F = =G H=J .

    Video Interaction = # H F H= K= K =G @ H= J= K H H @ G M I H J= K = I

    GHF F H H F H F H F H. J= GHF = H F =@ J= IH F H H =G I= K=H K . # M I J J= F G FH M IF

    GMGH , M I G J= GHF H H H H.

    = # H F H= K= K @ G M I H J= K H J= GHF G G= I@H IG@@M H = I J= GHF .

    P C@= H FH = H H H H J= GHF IF= J = @@ H H @GJ= H. =G IHH =G =G @ M = H # H F H= B F @M = H @@

    H.

    P C@= H = H @ G H = # H F H= K= K. =G G H H@M GH G H J= GHF F = =G @ M GH G G = M IF J= GHF

    H H H.

    # H # H F H= B F, IG H IHH H FH/ H = @ H =G @ M F = HK= K.

    @@ K= IHH G @ M I H HF @ H J= GHF :

    O /#H=

    C FBIHH850.

    P C@= H GH FH F GH H J= GHF H J= - @J = @@. G H =G HIF H IH H J= " @ ". =G G H H

    @@. J= GHF G G GG H M IF H H H H G MG " @ ". #

    IH H J = @@ @ , H J= @@ =G @G IH @ .O P IH H @@ @ F HF= J H @@. @@ GH HIG G H On

    Hold , H H Connected K M I F HF= J H @@. M I IH H@@ @ , H J= GHF =G @G IH @ . I H H H

    G H F'G J= GHF G. A " = @ " GG =G =G @ M H HH H.

    I H= @=HM J FJ= K = G G J FJ= K

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    O /#==

    I =@BIHH850.

    P C@= H G K F = = H = # H F H= K= K H H I =@ JM IF J= GHF .

    O P C@= H H @ H J= K H = # H F H= K= K HK H =

    J= GHF H J= GHF F M IF K .

    I F G=N H = # H F H= K= K M @= = F = H G HK= K. F G F FG H G=N G=H= H @ GH = # H F H= K=H H M I IG .

    M I H J = @@, H J= GHF K=@@ @G H = # H F H=K= K =G @ G .

    Web Callback Interaction C @@ # H F H= K= K =G G= =@ F H H = # H F H= K= K. #

    M I H J= K @@ H = F H= H H =G GG FM H @ J = = H F H=H H K G F I GH @@ F M IF M K .

    C @@ @ G M I H F J= K H K - @@ = H F H= F M I @@ I @@M.

    # M IF GH HIG=G M H C @@ @, K @@ F I GHG F IHH M I. K - @@ = H F H= =G F IH H M I, K # H F H= H= =

    =G @ M . C@=Accept H =G @ M H C @@ # H F H= F J= K. G H C @@ # H F H= F J= K H IH I J = @@. C@= Reject H F HIF HF F H H H F H, F IH= = H, F I I . # M I H = , H = H F H=F HIF H H F H, F IH= = H, F I I .

    + C @@ # H F H= F J= K

    Using the Web Callback Interaction Preview

    C @@ # H F H= F J= K =G G = @ J FG= H = # H F H=& F H =@ = F H= IH J = = H F H= HF @G IF .

    C @@ # H F H= F J= K @ G M I H J= K = F H= IH K -= H F H= F M I H H H H H. C @@ # H F H= F J=

    H = G H @@ K= HIF G I H= @=HM:

    I H= @=HM J FJ= K C @@ # H F

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    O Case Information ? I FM = F H= IH H = H F H= . H H HF =G G = = M M IF = =GHF H F. #H = H H = = F H= H H H

    G H F = H M IF M K , H I F H H H, G.

    O Call Preview Actions (H @ F)? A H= GH H M I F F , = @I = GH FH= H@@, F = H @@ GDone , G I@= = F H H= F H @@ .

    O Callback Information ? = = = F H= IH H F F . H H H =GF =G G = = M M IF = =GHF H F. #H = H H = F H= F

    H H G = = H J =@ =@=HM, H H H H, F = F H=HIF H = H F H= .

    O Contact ? C H H D=F H FMJ= K @ G M I H H H = F H= .O Responses ? G G G J= K @ G M I H GG H G F KF=HH

    GH F F G G G F M IF = H F H= G. I F H G F G G G H HH H IF= = H F H= .

    Call Preview Actions

    C @@- F J= K H= G F GH F HF @G F K - @@ = H F H= G. F GM I H F F H @@ K= @@- F J= K H= G:

    O Call the Contact ?C@= Call ( ) H H H H H H =G @ M H C @@ # H F H= J= K.

    O Done ?C@= Done ( ) H F H @@ G D . I H =G = GH @@

    H H H F H F M I J @@ H H H.O Schedule a Callback ?C@= Schedule a Callback ( ) H F G I@ @@ H

    = F H H= H H H= H H K G F I GH M H H H ( F L @H H G H GK F H =F , H H H'G @= =G IGM, H H H

    J =@ @ H H H @@, F M I H H H H'G GK F= = ).

    + C @@ # H F H= = K

    Handling a Web Callback Interaction

    # M I @=Call H C @@ F J= K, H C @@ F J= K K= K =G I HH =G @ M H C @@ H HIG C @@ A H= G H C @@ # H F H= K=

    I H= @=HM J FJ= K C @@ # H F

    F G D G H E =H= @ 43

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    Call Status

    @@-GH HIG F H C @@ # H F H= K= K F J= G H H HI F F H GH HIG H @@. GG= @ @@ GH HIG G = H = @I H

    O Connected ? I F H=J @M H @ = H H H H F = H F @ H F H.O On Hold ? @@ =G = GH H = K = H H H =G I @ H F M I

    H @ H F H H H K H H H =G @ .O Ready to Call ? IF GMGH =G F M H H H @@ H H H H. =G =

    I@H GH HIG = M I F H H F FHM H @@.

    Call Actions

    C @@ H= G F GH F HF @G F IH I = H F H= G. F G @ G F F H @@ K= @@ H= G:

    O Party Action Menu ?# H @@-GH HIG F , @= H K FF K H H =G G= H H H H GH FH = F H = H F H= HM K=H H H H,

    - =@ = H F H= , = H H H G =H= @ @ = F H= J =@H H H G .

    O End Call ?C@= End Call ( ) H =G H H @@.

    O Hold Call ?C@= Hold ( ) H @ H H=J @@ @ . # @@ =G @H F H H H, H H H H F M I.

    O Resume Call ?C@= Resume Call ( ) H F H H @@ H H =G @ . K=@@ @ H F H H H, H H H K=@@ @ H F M I.

    O Instant Call Transfer ?C@= Instant Call Transfer ( ) H F =F H H IFF HIH I = H F H= H H H F = H F @ H F H H H M I G @ H M IG=

    C I = H F.

    O Instant Call Conference ?C@= Instant Call Conference ( ) H GH FH J =F = GH H@M K=H H IFF H IH I = H F H= H H F

    H F H H H M I G @ H M IG= H C I = H F.O Send DTMF ? I HH I F= @ H H @@ M H F= I @-H

    I@H= F I M (D & ) = =HG = H H @@ G =GH FM. C@= H MH H D & M . M I FG = H H I F = @ , F @= H M

    I FG H H F I FG.

    I H= @=HM J FJ= K C @@ # H F

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    O Schedule a Callback ?C@= Schedule a Callback ( ) H F G I@ @@( F L @ , = H H H =G H IGM H F G K) F = F H H H= .

    O Start Consultation ? H FH J = GI@H H= K=H = H F @ H F H F ). H F H G H H H H F I GH. H F H HGI@H H= . I H GI@H H= , F M I HF G F F F

    IFF H = H F H= H F K=H H GI@H H= H F H.Mark Done ?C @ H @@ @ G H = # H F H= K= K M @=Mark

    Done ( ). I = H = IF H G = M =G G=H= F M I @= Mark Done .

    Dispositions

    G H D=G G=H= G J= K H GG= =G G=H= H = F H F = H= H F H= , H I @= M H IH H = H F H= .

    Note

    G H H H HH H H H @@ =GH FM.

    Chat Tasks OverviewC H H G G @ M I H @ H = H F H= G K=H H HG = H F @ H

    O C H # H F H=?E @ G M I H J= K @@ H = F H= H H =G GG FM@ H = H F H= K=H H H.

    O C H C GI@H H=?E @ G M I H GI@H K=H H F H IH H IFF H = H F H= . C H GI@H H= G H H F GH FH F H=J = H F H== H F @ H F H H J= K G H , H H = F H= , =GH FM, G K @@HF G F= H H I = H= K=H H LH F @ H H. H F H H

    G H H H M IF GI@H H= F I GH. I @G HF G F F M IF @@ F A H=J C GI@H H= H H GI@H H= H F H.

    I H= @=HM J FJ= K C H G G J FJ= K

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    Chat InteractionC H =G F @-H= HK -K M I = H= HK M I M IF H H H F I M IF

    IH F.

    + J FJ= K

    The Chat Interaction Window

    DIF= H G GG= , M I M IF H H H F H LH = H C H = K = H F ,K= K = H = G G F @@= @=GH H KF=HH FF G . A G @@ H=H M IF H H'G K F G =G HM = . H LH H H M IF H H HM G

    H M IF H K= K M IF H H'G H K= K.

    C H # H F H= K= K @ G M I H @ M H-F @ H H G G, K =H @@ K= :

    O F G G H H H H.

    O = K = = H F ( ) H H @ G M I H H F = K F G G F M= .

    O IG F F G H M IF H H ( K G IH H= @@M HH H'G G H ).

    O ( )# GH H-HF G F H H.

    O ( )# GH H- F H H.O @ HMark Done F H IFF H = H F H= .O H =G G=H= .O G H H H HH H H H = H F H= =GH FM.O = KC G D H ( HH H ) F H IFF H = H F H= .O H FH GI@H H= :

    S = (= H F @ H F HG H HG).S #& ( = H F @ H F H @M).S C H( = H F @ H F H @M).

    O C @@H G F, = H F =G I F = H H H H G . I @G@= I F = H C H HF G F= H H @ I @@.

    O E- =@H G F, = H F =G - =@ F GG = H H H H G . I @= - =@ F GG = H C H HF G F= H H @ I - =@ GG .

    O B@ H = H F H= K=H H F = (GI G - =@, J = , & ) M IG=FHM A H= I.

    I H= @=HM J FJ= K C H G G J FJ= K

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    & = @ =

    O = K H H =GH FM.O = K H H = F H=. I = H @G = IF H GG=

    I K = H F H= H H H = H H H H G M IG= H& I @

    C H H AGG= H HIF .O = F =G @ M H HF @G = F H= IH H IFF H = H F H=

    H @@ G / L # H F H= = K IHH :C @@ GEL

    O G GH F F G G.

    + C H

    Handling a Chat Interaction

    M I H H = H F H= , H C H # H F H= K= K =G =G @ M .

    H H H H @ G H= H = H F H= F =G @ M H H

    C H= -GH HIG = F H= =G =G @ M LH H H H H F - K I. GH H F - K I H @@ H H H = H H H'G I F =G J =@

    M IF H H H G .

    # H F F= F F GG F F H = H F H= GF H IFF H H H, H I F = H F H= G =G =G @ M G= H H= GH HIG H = H F H= .

    C H H @ F =G J HC H F G F= HF . G H C H H @ F H H @@ K

    O End Chat ?C@= End Chat ( ) H GH H IFF H H = H F H= .

    I H= @=HM J FJ= K C H G G J FJ= K

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    O Instant Chat Transfer ?C@= Instant Chat Transfer ( ) H F =F H (HF G F ) HIFF H H = H F H= H = H F @ H F H M IG= H C I = H F .

    O Instant Chat Conference ?C@= Instant Chat Conference ( ) H G F( F ) H IFF H H = H F H= K=H = H F @ H F H M IG= HC I = H F . F K=H H F I , G =@@, F = H F H= I

    G H H G =@@, F I , F I I , J =@ @ H K=H H HF = H H F I F I I =G H= = M IF F F I GH.

    O Consultation ?C@= Start Consultation ( ) H GH FH #&, J = , F HGI@H H= K=H = H F @ H F H F H H M IG= H C I = H F .

    GI@H K=H H F I , G =@@, F = H F H= I I , G H H G =@@, F I , F I I , J =@ @ H K=H H H G =@@ F = H H

    I I =G H= = M IF GI@H H= F I GH.

    C H C GI@H H= I

    O Mark Done ?C @ H H G GG= @ G H C H # H F H= K= K M

    @= =Mark Done ( ) F H IFF H = H F H= . I = H = IF HG = M =G G=H= F M I @=Mark Done . Mark Done IHH =G

    =G @ M H F H C H = H F H= =G .

    Chat Transcript Area

    C H F G F= H F =G @ MG H H HG H H GG G H H M I LK=H M IF H H G K @@ G GMGH = F H= , GI G H G FH= = H

    = @ J H H G GG= , H H= J H GG . MGH GG H H =G @ F- M FH= = H, H @ M I H =GH= I=G H K

    GG J=GI @@M. I G @ H M H LH F H H HF G F= H.

    I = H = IF H J = ( G I M ) =G @ M G M IF FH= = H = GH M IF F @ F M IF IG F . A = = H F=

    @@ HG = M IF F I , F =H = H I = I = H= = F F M I. # M I F = IFJ = , M IF = =G =G @ M H H H H = H H H'G H HF

    = M IF H HF G F= H.

    I H= @=HM J FJ= K C H G G J FJ= K

    F G D G H E =H= @ 48

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    Chat Message Area

    C H & GG HFM F @ G M I H H F, F J= K, G @@- M IF GF M I G =H H M IF H H. C H & GG HFM F @ G M I H F

    @@ K= H= G:

    O M H LH.O GH , M, G @ H H LH M IG= H H LH I.O # G FH IG .O # G FH =H GH F F G G.O F= M HG @@= H H H M IF GG .

    Push a URL to a Contact

    C@= HShow the Push URL area IHH ( ) H H FG @ K HSend IHH H H IG F .

    C H IG J= K

    G H =G F H H F H GH F M I IG (G ) =H H M IF H H.

    M F GH = H IG AF H LH = @ , F G @ H F J= IG@M G H G @ H= =H F H F - K @=GH.

    C@= Check URL ( ) H H = K F KG F M IF G H , H J F= M H H H =G FF H.

    F =# FF H@M HM G H = H H K G=H G H H

    H = = F F= H H H. # M I G IGH F H

    H KF K G=H , =H = H H F IH H= M IF M / F H F H M IF G=H= = M IF M.

    C@= Send H IG H H M IF H H. @@ K= H LH H=J @==G @ M = H C H F G F= H F H H K= K F F KG F M IF H

    I H= @=HM J FJ= K C H G G J FJ= K

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    Please navigate to the link:

    I J= K H =GH FM G H H M I J IG M @= = H K FF K = H = @ H I F K = M I G @ H F J= IG . A@H F H @M, M I

    GH FH HM = H H M I J IG F , F G K=@@ IH -GI GH G =M IF =GH FM H H H K H M I H F.

    C@= HHide the Push URL area IHH ( ) H H FG @ K HSend IHH H@ G H IG F .

    Pending Response Indicator

    M I F =J GG F M IF H H, H= F =G GH FH ( ). IF H= H= F =G G = = M M IF = =GHF H F. H= F = = H G H H M I J =F G G H M IF H H.

    = -F G G = = H F =G =G @ M LH H H = H F H= -HM = ( H = H F H= K= K.

    @ F H = F G G = = H F = G G F . # M I J H F GG = = H= = H FJ @, H = = H F G H M @@ K. # M I GH=@@ J H F GG H= = H FJ @, H = = H F G H F = G H @ G .

    # M I J = F G G , H C H # H F H= K= K =G H H H=J K== G H @ G = H = KG H G F, F F @ GG H =H= H H =G =G @

    = -F G G = = H F.

    # M I @ M IF IG = H F J F M @ G = =H , F J= K H = H F H= =G @ M H @ G = GH G. F J= K =G @ MG H @ H GH GG F

    + F G F

    Transferring a Chat Session

    HF G F H G GG= H H M I J H , F F H @@ K= GH G:

    1. C@= H Instant Chat Transfer ( ) IHH . C I = H F =G =G @ M .2. C G HF G F H F H.

    I H= @=HM J FJ= K C H G G J FJ= K

    F G D G H E =H= @ 50

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    3. @ HInstant Chat Transfer .

    # H H F H HG H = H F H= , H = H F H= K= K M IF G H @ G

    # H H F H F HG H = H F H= , FF F GG = F G M I H H H H F HH = H F H= .

    + C F

    Conferencing a Chat Session

    = J=H H F FHM H = M IF H G GG= , F F H @@ K= GH G:

    1. C@= H Instant Chat Conference ( ) IHH . C I = H F =G=G @ M .

    2. C G F H F H.3. @ HInstant Chat Conference .

    A = J=H H= =G G H H H G @ H H F H.

    # H H F H HG H = J=H H= , H H F H =G H M IF H G GG= . HH H HF G F= H =G @ H G GG G H M I M IF H H G= I@H

    A MH = H H M I F M IF H H G IF= H F =G @G =G @ M H# M I H G GG= , H K FG = H G GG= =G HF G FF H H F

    # H H F H F HG H = J=H H= , GMGH GG =G =G @ M H H H # H F H= K= K H = F M I H H H F = J=H H= G F H .

    Chat Consultation H GI@H H= I H= @=HM @ G M I H GI@H K=H = H F @ H F

    IFF H H = H F H=K=H IH = =H= H= conference K=H H = H F @ H F H.+ J FJ= K

    I H= @=HM J FJ= K C H G G J FJ= K

    F G D G H E =H= @ 51

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    Transfer to Consultation Target

    I HF G F M IF H=J H = H F H= H M IF GI@H H= H F H.

    1. C@= H Instant Chat Transfer ( ) IHH . C I = H F =G =G @ M .2. F A H=J C GI@H H= G, G H H=J GI@H H= H F H G M IF H

    H F H.3. # H Action I, G @ HInstant Chat Transfer .

    H H =G H H H HF G F H F H, H C H # H F H= K= K G H @ G G.

    + C F

    Conference with Consultation Target

    I F M IF H=J H = H F H= H M IF GI@H H= H F H.

    1. C@= H Instant Chat Conference ( ) IHH . C I = H F =G=G @ M .

    2. F Active Consultations , G H H=J GI@H H= H F H G M IF F H F H.

    3. # H Action I, G @ HInstant Chat Conference .

    GI@H H= H F H =G H M IF H = H F H= . C H # H F H= K==G @ MG H H=F HF G F= H H H G GG= HK M I H H H.

    I, H H H, H GI@H H= H F H G H GG G H H F GH H FG.

    # H F H F H G H H M IF F I GH, H F F I GH =G F @

    DIF= H H F , M I F F H @@ K= H= G:

    O # H Action I LH H H H H FHM, M I GDeleteFrom Conference H F J H FHM F H F .

    O C@=End ( ) H H G GG= K=H M IF H H?H G GG= HK M IFGI@H H= H F H H H H H= I G.

    I H= @=HM J FJ= K C H G G J FJ= K

    F G D G H E =H= @ 53

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    E-Mail Tasks Overview

    E- =@ # H F H= K= K @ G M I H J= K @@ H = F H= H H =G @ = I IH I - =@ = H F H= G K=H H H.

    # M I F GI FJ=G F F , M I = H F G G= @ F *A J= K E-& =@# H F H= G.

    Inbound E-Mail # I E- =@ # H F H= K= K @ G M I H @ M - =@?F @ H H

    + J FJ= K

    The Inbound E-mail Interaction Window

    # I E- =@ # H F H= K= K @ G M I H @ M - =@?F @ H H= @I = H @@ K= :

    O @MF @M A@@ H H - [email protected] F G F ( FK F ) H - [email protected] FK F H - =@ H ELH F @ G IF .O @ H & F D F H IFF H = H F H= .O C GI@HK=H = H F @ H F H F K=H H H.O H FH = C GI@H H=K=H = H F @ H F H F K=H H H.O H FH #& C GI@H H=K=H = H F @ H F H.O H =G G=H= .O J H - =@ = K F = F @ H F @= .O G H H H HH H H H = H F H= =GH FM.O = KC G D H ( HH H ) F H IFF H = H F H= .O C @@H G F = H F =G I F = H H H H G .O = K H H =GH FM. @ - =@ = H F H= G F H

    H H =GH FM.O = K H H = F H=. I = H @G = IF H GG=

    I K = H F H= H H H = H H H H G M IG= H& I @C H H AGG= H HIF .

    I H= @=HM J FJ= K E-& =@ G G J FJ=

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    O = F =G @ M H HF @G = F H= IH H IFF H = H F H=H @@ G / L # H F H= = K IHH :

    C @@ GEL

    O = K H GH FF G G @= F FM, = M I = H @@ H G F = GH F @M= H H - =@.

    O F= HH IFF H - =@ = H F H= .O B@ H = H F H= K=H H F = , GI G J = & , M IG= H

    A H= I.

    & = @ =

    # H F F= F F GG F F H = H F H= GF H IFF H H H, H I F = H F H= G =G =G @ M G= H H= GH HIG H = H F H= .

    + F G F

    Transferring an Inbound E-Mail Interaction

    HF G F - =@ = H F H= H H M I J H , @= HTransfer ( ) IHH . C I = H F =G =G @ M . C G HF G F H F H. @ HE-Mail Transfer .

    # H H F H HG H = H F H= , H = H F H= K= K M IF G H @ G

    # H H F H F HG H = H F H= , H = H F H= K= K F G M IF G=G @ MG FF F H H = F G M I H H H H F H F H H = H F H= .

    + FK F

    I H= @=HM J FJ= K E-& =@ G G J FJ=

    F G D G H E =H= @ 55

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    Forwarding an Inbound E-Mail Interaction to an External Resource

    FK F H - =@ H LH F @ F G IF , @=Forward the email to External

    Resource ( ) H H=J = I - =@ K= K H @ F H HC I = H F .

    E H F J @= - =@ F GG, G @ H H H, F G @ H J F=H H K = H -FK F .

    C@= HAction Menu F - K @=GH H H =G =G @ M LH H H H LH FF G IF H K M I K H H FK F H = H F H= , H G @ HE-Mail Forward toExternal Resource .

    = H F H= K= K @ G G M IF G H H - =@ =G FK F H H =H LH F @ F G IF .

    Outbound E-MailIH I - =@ = H F H= G F H = G J F @ = F H K MG:

    O F # I E- =@# H F H= K= K, M @= = :

    S Reply ( )

    S Reply All ( )

    O BM IG= H C I = H F H = H H G @ H=New E-Mail .O BM G @ H=Create a New E-Mail F H C H H D=F H FM.O BM F @M= H = I - =@ F HF = GJ= K.O BM F @M= H = I - =@ F HC H H =GH FM.O DIF= J = , H, F K F =H = H F H= , M @= = HAction I H @ H-

    G= H H FHM G @ H=New E-mail .

    = M I F @M H = I - =@ = H F H= ,

    F G = H = IF H J H H HG H F= = @ - =@ = H F H= = @I = H M H F @M - =@ = H F H= .

    + J FJ= K

    I H= @=HM J FJ= K E-& =@ G G J FJ=

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    The Outbound E-mail Interaction window

    IH I E- =@ # H F H= K= K @ G M I H @ M - =@-F @ H = @I = H @@ K= :

    O J H - =@ = H F H= = K F = F @ H F @= .O AHH F F G @ H =@ G H H - =@ = H F H= .Note: F G = H

    = IF H F GHF= H H HM G =@ G H H M I HH . # M I G @ H =@ -HM , FF F GG =G =G @ M H = F M I H H M IF M

    F =H H HH H H H =@ HM ( F L @ , .exe , .bat , .jar , .js , H FG).

    O D @ H H - =@ = H F H= K=H IH G = =H.O H FH = C GI@H H=K=H = H F @ H F H F K=H H HO H FH #& C GI@H H=K=H = H F @ H F H

    O @ H H G F F HFrom F - K @=GH F GG G F K = M I F= IF H G - [email protected] @ H @H F H - =@ F GG F H F = = H.O A F F C F C M (CC) F = = HG.O A F F B@= C F C M (BCC) F = = HG.O C @@H F = = H = H F =G I F = H H H H G .O H F = = H # GH H & GG (#&) = H F = = H =G = H F @ H F HO H =G G=H= .O G H H H HH H H H = H F H= =GH FM.O = KC G D H ( HH H ) F H IFF H = H F H= .O = K H H =GH FM. - =@ = H F H= G F H H H =GH

    IH H .O = K H H = F H=. I = H @G = IF H GG=

    I K = H F H= H H H = H H H H G M IG= H& I @C H H AGG= H HIF .

    O = F =G @ M H HF @G = F H= IH H IFF H = H F H=H @@ G / L # H F H= = K IHH :

    C @@ GEL

    O = K H GH FF G G @= F FM, = G FH F G G = H - =@ = H FO F= HH IFF H - =@ = H F H= .

    O = M F H - =@ GI H.O F=H F @M F K - =@ = H F H= .O K=H HK H LH- @M & - F HH - =@ = H F H= .O = M HG, H LH GHM@ G, F F F HG F & - F HH -

    =@= H F H= .O C G K = @ I =G IG F HG @@= - I H= .O H - =@ = H F H= H H F = = H.

    I H= @=HM J FJ= K E-& =@ G G J FJ=

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    =I = H = IF H J M IF - =@

    = H F H= GF J= K F H M F G H H M IF H HG; F, M I = H = IF HF J= KH

    IH I - =@ = H F H= G H F HG.

    O = H F= F @M - =@ = H F H= M @= = HSend IHH , G @ HInterim Send F H F - K I.

    =I = H = IF H J G= HIF G = G FH

    IH H= @@M = H K - =@ = H F H= G.

    +

    Sending an Outbound E-Mail

    IH I - =@ = H F H= G G G =H F H LH- @M F & - F HH& - F HH - =@ = H F H= @ G M I H G = M H F H

    & - F HH F G G G F H H F G G = F FM. LH @M - =@H GI FH & - F HH GH F F G G G; K J F, G & - F HH GHF G G G H = H LH- @M HG H H = G FH .

    F H IH I - =@ = H F H= :

    1. =FGH =F H H M I J G = = F F F = = HG M HM = F ==@ F GG = HTo = @ , F M G @ H= F = = H F H

    C I = H F . I =H= @ F = = HG M IG= HAdd Cc I.2. LH, H F H GI H H - =@ = H F H= = HSubject = @ .3. F= M H H M IF @@= C @ I =G FF H.

    4. # M I F G = & - F HH - =@ = H F H= , G H, H G GHM@ F H = M M IF - =@ = H F H= . I G H = F H

    G=N G, @ FG M G @ H= = =J= I @ F H FG, K F G, F @ G HG = M= = F H H= G F H G @ H H LH.

    I H= @=HM J FJ= K E-& =@ G G J FJ=

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    F H = =J= I @ F F G M G @ H= H H IG= H F F F HIHH G H G = M H I F , BI@@ H , # H , = H- @= , C H F , H-F B@ F F F H.

    1. C G M IF - =@ = H F H= M HM = = H G=H= F , F M @== G FH= = H = H G=H= F = G FH= F G G F H H F

    G G = F FM. = H- @= = H G=H= F H IG H CIH, C M, GH =H= H @G.

    2. A F K JM @= FG @ K K F H H =G H = H G @@= - =H H M I J G = = . = H- @= H =GG @@ K F H FF H =H F HK F H M IF FG @ = H= FM. I @G G H = F (Ignore ) F

    @K MG = F (Ignore All ) H G @@= .3. = M =G G=H= , = F I=F .4. M IF - =@ = H F H= =G @ H , M I F F M H @@ K=

    H= G:

    O C@=Save in Draft Workbin ( ) H GH F =H = K F = F IFH F F GG= F F J= K.

    O C@=Send ( ) H G M IF - =@ = H F H= H H G = = F = = H(G)=@ # H F H= K= K =G @ G H = I - =@ = H F H= =G F

    O C@= HSend IHH , G @ HInterim Send F H F - K I, = M IK H H G = H F= F @M - =@ = H F H= . E- =@ # H F H= K=F = G H = I - =@ = H F H= =G H F .

    O # M I H K H H G J F G H - =@ = H F H= , @=Delete ( ).

    + *I @=HM AGGIF

    =E-Mail Quality Assurance (QA) Review

    I = H = IF H J M IF IH I - =@ = H F H= G G H H M IF H @GI FJ=G F F *A F J= K F H - =@ = H F H= =G G H H M IF H H. # M

    = IF H *A F J= K F, H F J= K F GG =G G F= F .

    IF *A F J= K F = H F HIF H - =@ = H F H= H M I H I H , F H F J=

    = H H H - =@ = H F H= @@ K =H H G H. F J= K F GG =F H =H F H= .

    E- =@ = H F H= G H H F G H F F J= K = H =F H H H F J= K F F GHK F = H H =G G = = @@M F F J= KG. F J= K - =@ = H F H= = H

    I H= @=HM J FJ= K E-& =@ G G J FJ=

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    G = = G H G F H = H F H= = = H G H H =H =G F F J= K. QA ReviewStatus = @ =G =H @ . #H H = G HH H H H G = = G H GH HIG H

    FHM H HIG F =G @ MG H - =@ =H F= = ( ) H = = H H H H

    I F F J= K. Interim Send IHH =G H J =@ @ F F J= K - =@ = H F H= G

    I F J= K H = H F H= F J= H H H K F= = H HIH I - =@ = H F H= . D = H @= M H M IF M, M I = H F

    M =F H@M =H= H H H H - =@ = H F H= , F M I = H H H = H H J= K, F M I = H =G IGG H H H K=H H H J F @@H J= K E- =@ # H F H= K= K, M I H @@ K= :

    O H H J= K H HIG = H C G # F H= J= K (= M I F = IF HG M M IF = =GHF H F)

    O E =H H H H H - =@ = H F H=O H D=G G=H=O A H LH H HNote HO G H F GH FE- =@ # H F H= K= KI H= G

    # M I F = IF H G H H GH HIG H F J= K, M IF Send IHH = H H = F -K I H H @ G M I H G @ H H= H IF K H = H F H= =G G

    G H GG G A F J H H H H, F F HIF =H H H H G HIF = =GHF H F = H J = IF = F H "F H= F G G" F K = M

    G .

    H FK=G , K M IF F J= K =G @ H , G H H GH HIG = H C G # F H= F H GH H G H H F = IF M M IF = =GHF H F. F L @ , H @@ K=

    = H J =@ @ :

    O Accepted ? - =@ = H F H= =G G H H H H H K M I @=Send .O Rejected ? - =@ = H F H= =G G H H H H F H K F = H H

    H = G F J= K = H F H= G K M I @=Send .O Unknown ? - =@ = H F H= =G G H H H F J= K I I F H F J= K

    K F = K M I @=Send .

    # M I G = =Rejected , H *A J= K H HIG = H C G # F H= =G I H H

    Rejected H = H F H= =G F HIF H H F= = H= H.

    I H= @=HM J FJ= K E-& =@ G G J FJ=

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    SMS Interaction

    FH & GG FJ= ( & ) =G H LH- GG = H J = # H F H

    I = H= . & @ G H L H LH GG G HK M I H HH F I M IF IH F. M = @@M, H H K=@@ G M I & F =@ J= ,= H F , F - =@ @= H.

    BM = =H= , & Fshort messages . F G GI FHG 160 F H FG F GG . #M I HH H H G GG H H =G @ F H H F H F @= =H, =H= @K=@@ G H H H M IF H=F GG .

    F G GI FHG HK G:

    O Page ? I F =J G= @ = I & H K = M I G F G G F H HM I @ = H F K MG.

    O Session ? I F =J = I & H H GH FHG H G GG= K=H H H.& GG= =G ?F @-H= HK -K M I = H= HK M I M IF

    H H H F I M IF IH F.

    # H F F= F F GG F F H = H F H= GF H IFF H H H, H I F = H F H= G =G =G @ M G= H H= GH HIG H = H F H= .

    + &

    SMS Page Mode# & & , G= @ & =G F =J M IF G H . I F G H H &F @ =H = H F K MG, G= =@ F H H K M H H - =@ = H F H= G F @

    H H = F @-H= H M IF H H. H LH H H M IF H H HM G M IF & GG= K= K M IF H H'G J= . H LH H H M I H F G

    F H & GG= K= K =G =G @ M H H H'G J= .

    & # H F H= K= K @ G M I H @ M & -F @ H H G G, K == @I H @@ K= :

    O F G G H H H H. AG G G M I @= , H & # H F H= K= K @ G G H = H F H= =G IH H= @@M F D

    O ( )# GH H-HF G F H & .O @ HMark Done F H IFF H = H F H= . =G H= @ G G H = H F H

    K= K K=H IH G = F G G .O H =G G=H= .O G H H H HH H H H = H F H= =GH FM.

    I H= @=HM J FJ= K & # H F H=

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    O = K G H ( HH H ) F H IFF H = H F H= .

    O H FH GI@H H= ( ):S = (= H F @ H F HG H HG).

    S #& ( = H F @ H F H @M).O C @@H G F, = H F =G I F = H H H H G . I @G@= I F = H & HF G F= H H @ I @@.

    O E- =@H G F, = H F =G - =@ F GG = H H H H G . I @= - =@ F GG = H & HF G F= H H @ I - =@.

    O B@ H = H F H= K=H H F = (GI G - =@, J = , & ) M IG=FHM A H= I.

    & = @ =

    O = K H H =GH FM.O = K H H = F H=. I I H H H H = F H= .

    C @M, M I K=@@ F =J & H H G H @= H H H H H G . = H @G = IF H GG= I K = H F H= H H H = H

    H G M IG= H& I @ C H H AGG= H HIF .O = F =G @ M H HF @G = F H= IH H IFF H = H F H=

    H @@ G / L # H F H= = K IHH :C @@ GEL

    O G GH F F G G.

    Handling an SMS Page Interaction

    M I H & = H F H= , H & # H F H= K= K =G =G @ M

    H H H, H F= = H= I F, H @ G H= H= H F H= F =G @ M H H H .

    C H= -GH HIG = F H= =G =G @ M LH H H H H F - K I. GH H F - K I H @@ H H H, = H H H'G I F =G J =@

    M IF H H H G .

    I H= @=HM J FJ= K & # H F H=

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    & H @ F =G J H & F G F= HF . G H & H @ F H H@@ K= :

    O Instant SMS Transfer ?C@= Instant SMS Transfer ( ) H F =F H (HF G F ) HIFF H & = H F H= H = H F @ H F H M IG= H C I = H F .

    O Consultation ?C@= Start Consultation ( ) H GH FH #& F J = GI@H H=K=H = H F @ H F H F H H M IG= H C I = H F .

    & C GI@H H=& I

    O Mark Done ?C @ H H = H F H= @ G H & # H F H= K=M @= =Mark Done ( ) F H IFF H = H F H= . I = H = IF H

    G = M =G G=H= F M I @=Mark Done . Mark Done IHH =G=G @ M G G G H & = H F H= =G =G @ M .

    + GG= &

    SMS Session ModeDIF= & G GG= , M I M IF H H H F H LH = H & GG= = K= H F , H K= K = H = G G F @@= @=GH H KF=HH FF G

    HM = H= = H= IF= & GG= IG M I F H H = F @-M IF H H. H LH H H M IF H H HM G FG H M IF & GG= K=

    M IF H H'G J= . H LH H H M I H F G F H & GG=K= K =G =G @ M H H H'G J= .

    @= & , M I = H = K FG = H = H F H= I H=@ M I @=Done F I H=@ HH= F F H L H= G- IH. H= - IH = H FJ @ =G = IF M M IF = =G

    & F L F G = = H= = H FJ @, H G GG= G. C@=Done H @ GH G GG= .

    & GG= # H F H= K= K G= I@ H G H = H F H= . #H @ G M I HM & GG= -F @ H H G G, K = = @I H @@ K= :

    O F G G H H H H.

    O ( )# GH H-HF G F H & .O @ HMark Done F H IFF H = H F H= .O H =G G=H= .

    I H= @=HM J FJ= K & # H F H=

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    O G H H H HH H H H = H F H= =GH FM.O = KC G D H ( HH H ) F H IFF H = H F H= .

    O H FH GI@H H= ( ):

    S = (= H F @ H F HG H HG).S #& ( = H F @ H F H @M).O C @@H G F = H F =G I F = H H H H G . I @G

    @= I F = H & HF G F= H H @ I @@.O E- =@H G F = H F =G - =@ F GG = H H H H G . I

    @= - =@ F GG = H & HF G F= H H @ I - [email protected] = K H H =GH FM.O = K H H = F H=. I = H @G = IF H GG=

    I K = H F H= H H H = H H H H G M IG= H& I @C H H AGG= H HIF .

    O G GH F F G G.

    + GG= # H F H= G

    Handling an SMS Session Interaction M I H & GG= = H F H= , H & GG= # H F H= K= K =G

    =G @ M .

    H H H, H F= = H= I F, H @ G H= H= H F H= F =G @ M H H H .

    C H= -GH HIG = F H= =G =G @ M LH H H H H F - K I. GH H F - K I H @@ H H H = H H H'G I F =G J =@

    M IF H H H G .

    & GG= H @ F =G J H& F G F= HF . G H & GG= H @ F H H @@ K= :

    O Instant SMS Transfer ?C@= Instant SMS Transfer ( ) H F =F H (HF G F ) HIFF H & = H F H= H = H F @ H F H M IG= H C I = H F .

    O Consultation ?C@= Start Consultation ( ) H GH FH #& F J = GI@H H=K=H = H F @ H F H F H H M IG= H C I = H F .

    I H= @=HM J FJ= K & # H F H=

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    & C GI@H H=I

    O Mark Done ?C @ H H = H F H= @ G H & GG= # H F H=

    M @= =Mark Done ( ) F H IFF H = H F H= . I = H = IF H

    G = M =G G=H= F M I @=Mark Done . Mark Done IHH =G=G @ M G G G H & GG= = H F H= =G =G @ M .

    + F G F= H

    SMS Transcript Area & F G F= H F =G @ MG H H HG H & GG G H H M I L

    K=H M IF H H G K @@ G GMGH = F H= , GI G H G FH= = H = @ J H G GG= , H H= J H GG . MGH GG

    H H =G @ F- M FH= = H, H @ M I H =GH= I=G H K F

    GG J=GI @@M. I G @ H M H LH F H & HF G F= H.

    # H & H = G I F F - =@ F GG, M I @= =H H @ I JF - =@ = H F H= , F G H=J @M.

    SMS Message Area

    & & GG HFM F @ G M I H H F, F J= K, G @@- M IF GGF M I G =H H M IF H H. & & GG HFM F @ G M I H F

    @@ K= H= G:

    O M H LHO GH , M, G @ H H LH M IG= H H LH IO # G FH =H GH F F G GO F= M HG @@= H H H M IF GG

    + F G F

    Transferring an SMS Session HF G F & F & GG= H H M I J H , F F H @@ K= G

    1. C@= H Instant SMS Transfer ( ) IHH . C I = H F =G =G @ M .2. C G HF G F H F H.3. @ HInstant SMS Transfer.

    # H H F H HG H = H F H= , H = H F H= K= K M IF G H @ G

    I H= @=HM J FJ= K & # H F H=

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    # H H F H F HG H = H F H= , FF F GG = F G M I H H H H F HH = H F H= .

    Workitems

    F =H G F I HG H H = H =F H H M I F @= . M = @I I-= H F H=J = HM G, GI G L G, H H M I = H J H J= K K =@ M I F

    @= = H F H= G H F HM , GI G - =@.

    F =H # H F H= K= K @ G M I H @ H G G H H F F @ H H K= @I = H @@ K= :

    O F G F ( FK F ) H K F =HO @ H & F D F H IFF H = H F H=O H FH = C GI@H H=K=H = H F @ H F H F K=H H HO H FH #& C GI@H H=K=H = H F @ H F HO H F =H = K F = F IFH F F GG= F F J= KO = - F F GG K F =H F K F = F *I I = H =GH FMJ= K.O H =G G=H= O G H H H HH H H H = H F H= =GH FMO = KC G D H ( HH H ) F H IFF H = H F H=O C @@H G F = H F =G I F = H H H H GO H F = = H # GH H & GG (#&) = H F = = H =G = H F @ H F H

    O E- =@H G F = H F =G - =@ F GG = H H H H GO = K H H =GH FMO = K H H = F H=. I = H @G = IF H GG=

    I K = H F H= H H H = H H H H G M IG= H& I @C H H AGG= H HIF .

    O = F =G @ M H HF @G = F H= IH H IFF H = H F H=H @@ G / L # H F H= = K IHH :

    C @@ GEL

    O = K H GH FF G G @= F FM = M I = H @@ H G F H =G IGGK F =H H HG

    # H F F= F F GG F F H = H F H= GF H IFF H H H, H I F = H F H= G =G =G @ M G= H H= GH HIG H = H F H= .

    I H= @=HM J FJ= K F =H G

    F G D G H E =H= @ 67

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    Transferring a Workitem

    HF G F K F =H H H M I J H , @= HWorkitem Transfer ( ) =G

    =G @ M . C G HF G F H F H. H F H IGH = IF H F =J = H FH HM H K F =H . @ H Transfer .

    # H H F H HG H = H F H= , H = H F H= K= K M IF G H @ G

    # H H F H F HG H = H F H= , H = H F H= K= K F G M IF G=G @ MG FF F H H = F G M I H H H H F H G F H H = H F H= .

    Internal IM

    =G HIF @ G M I HG # GH H & GG (#&) H H F H (= H F @ H FF F =J #& F = H F @ H F H. # M IGH FH H #& F H=J = # H F H=,

    M I G F H H = F H= K=H H #& H F H. I HF G=H= F #&GI@H H= G GG= H J = GI@H H=.

    # FH H

    IF I H IGH = IF H IG # H F @# GH H & GG = .

    + =

    Sending an IMG H C I = H F M IF & = = K J= K H = H = H F @ H F H K=H

    K M I K H H GH FH #& G GG= .

    # H # H F @ F HAction I, G @ HSend an Instant Message < target name >.

    #& G GG= =G GH FH = H # H F H= K= K. H F H =G F G H K=H = H F H=J H= = H= H H @ G H H H F F H M IF = J=H H= H& GG = G GG= . I F H= = = H H F H HG, F HG, F @ HG M IF =

    IH.

    I H= @=HM J FJ= K # H F @

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    H H H H H # H F H= K= K = = H G H H @ H = H FK=H K M I F = #& G GG= .

    H HIG = = H F =G @ MG H H @ H = H F @ H F H K=H K M#& G GG= H GH HIG H G GG= . GH HIG =G =H F C H F E .

    @ F H LH = @ H = G HF G F= H H #& G GG= . IF @ H @# H F @ H F H F =G @ M J H GG G = = F H @ FG H @ M

    H F = K =G KF=H= . E HFM =G F K=H H= GH . @ G F H H LH H H H FH= = H H F .

    E H F M IF GG = H = @ LH H HSend IHH . C@=Send F F GG H Enter M M IF M F H G M IF GG H H = H F @ H F H.

    M IF G GG= =G @ H , @=End Session ( ) H =G H H #& G GG= .

    C@= HMark Done IHH ( ) H @ G H #& G GG= K= K.

    + =J=

    Receiving an IM# H F H K HG H GH FH # GH H & GG G GG= K=H M I, H H F M IF F H C I = H F H G @ HGSend an Instant Message F

    H Action I.

    A = H F H=J H= = H==G =G @ M J H GMGH HF M H = H F H= K== = =N = M IF H G F.

    C@= Accept H =G @ M H K #& = H F H= = M IF # H F H= K= K. C@=Reject HF IG H #& = H F H= . # M I H @= A H F H, H = H F H=J H=

    =G =GG , IH H = #& = H F H= F = G = M IF H G F I H=@ M I =G @

    H H H H H # H F H= K= K = = H G H H @ H = H FK=H K M I F = #& G GG= .

    H HIG = = H F =G @ MG H H @ H = H F @ @@ F K=H K M#& G GG= H GH HIG H G GG= . GH HIG =G =H F C H F E .

    @ F H LH = @ H = G HF G F= H H #& G GG= . IF @ H @# H F @ @@ F F =G @ M J H GG G = = F H @ FG H @

    I H= @=HM J FJ= K # H F @

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    H F = K =G KF=H= . E HFM =