PEC-AD/Current/Agent/ADTeamCommunicator - Revision history

WikiSysop at 19:15, September 6, 2022

2022-09-06T19:15:53Z

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WikiSysop at 15:32, August 30, 2022

2022-08-30T15:32:06Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:05Z

WikiSysop at 13:00, July 6, 2022

2022-07-06T13:00:49Z

Matthew.west@genesys.com: Published

2021-12-02T19:17:02Z

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Matthew.west@genesys.com: Published

2021-07-29T19:26:57Z

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Matthew.west@genesys.com: Published

2021-07-29T19:13:04Z

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Ed.jamer@genesys.com: Text replacement - "{{#widget:Vimeo" to "{{Video"

2021-06-10T12:00:14Z

Text replacement - "{{#widget:Vimeo" to "{{Video"

Matthew.west@genesys.com: Published

2021-05-18T18:29:53Z

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Matthew.west@genesys.com: Published

2021-05-07T16:49:51Z

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@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 237: / Line 237: @@
 |alignment=Vertical
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
-#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}

@@ Line 8: / Line 8: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|For information about using Team Communicator to call or transfer/conference/consult with an internal target such as another agent, agent group, skill, routing point, interaction queue, or queue, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADintinter}}|2}}
+|structuredtext={{NoteFormat|For information about using Team Communicator to call or transfer/conference/consult with an internal target such as another agent, agent group, skill, routing point, interaction queue, queue, or external/third-party (such as Microsoft Teams members in your organization) refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADintinter}}|2}}
 ===How do I start a call or an email message?===
 To start a voice call or an email interaction, just click in the Team Communicator and start typing information about who you want to call or email.
@@ Line 119: / Line 119: @@
 *Interaction Queue
 *Queue
 Select the '''Group''' slider ([[File:GAPI_Team_Comm_Group_Ungroup_Button_900.png|Show types button.|alt=The Team Communicator Show types button.|link=]]) to arrange the search results by category. You can collapse categories by selecting the arrow displayed beside the name of the category.

@@ Line 8: / Line 8: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext====How do I start a call or an email message?===
+|structuredtext={{NoteFormat|For information about using Team Communicator to call or transfer/conference/consult with an internal target such as another agent, agent group, skill, routing point, interaction queue, or queue, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADintinter}}|2}}
 To start a voice call or an email interaction, just click in the Team Communicator and start typing information about who you want to call or email.
@@ Line 50: / Line 51: @@
 The toolbar enables you to filter your search results of contacts and internal targets by types of calls or contacts:
-* Click '''Search all''' ([[File:GAPI_Team_Comm_Search_All_Button_900.png|Search All button.|alt=The Team Communicator Search All button.|link=]]) to search all contacts.
+*Click '''Search all''' ([[File:GAPI_Team_Comm_Search_All_Button_900.png|Search All button.|alt=The Team Communicator Search All button.|link=]]) to search all contacts.
-* Click ''' Show and search my favorites''' ([[File:GAPI_Team_Comm_Search_Favorites_Button_900.png|Show and search my favorites.|alt=The Team Communicator Show and search my favorites button.|link=]]) to search your favorites.
+*Click ''' Show and search my favorites''' ([[File:GAPI_Team_Comm_Search_Favorites_Button_900.png|Show and search my favorites.|alt=The Team Communicator Show and search my favorites button.|link=]]) to search your favorites.
-* Click '''Show and search recent''' ([[File:GAPI_Team_Comm_Search_Recents_Button_900.png|Show and search recent button.|alt=The Team Communicator Show and search recent button.|link=]]) to search recent contacts.
+*Click '''Show and search recent''' ([[File:GAPI_Team_Comm_Search_Recents_Button_900.png|Show and search recent button.|alt=The Team Communicator Show and search recent button.|link=]]) to search recent contacts.
 It also enables you to filter by contact or internal-target type, and to group or ungroup ([[File:GAPI_Team_Comm_Group_Ungroup_Button_900.png|Show types button.|alt=The Team Communicator Show types button.|link=]]) your search results by category or type.
@@ Line 62: / Line 63: @@
 In the Team Communicator, a contact who has called recently has one of three small arrows displayed beside the contact's name.
-* '''Answered Inbound Call''': A solid downward pointing arrow indicates an answered call ([[File:WWE_852_Answered_Inbound_Call_Arrow.png|15px|Answered Inbound Call arrow icon.|alt=The Answered Inbound Call arrow icon.|link=]]).
+*'''Answered Inbound Call''': A solid downward pointing arrow indicates an answered call ([[File:WWE_852_Answered_Inbound_Call_Arrow.png|15px|Answered Inbound Call arrow icon.|alt=The Answered Inbound Call arrow icon.|link=]]).
-* '''Answered Outbound Call''': An upward pointing arrow indicates an outbound call to the contact ([[File:WWE_852_Answered_Outbound_Call_Arrow.png|15px|Answered Outbound Call arrow icon.|alt=The Answered Outbound Call arrow icon.|link=]]).
+*'''Answered Outbound Call''': An upward pointing arrow indicates an outbound call to the contact ([[File:WWE_852_Answered_Outbound_Call_Arrow.png|15px|Answered Outbound Call arrow icon.|alt=The Answered Outbound Call arrow icon.|link=]]).
-* '''Missed Inbound Call''': An outlined downward pointing arrow indicates a missed call ([[File:WWE_852_Missed_Inbound_Call_Arrow.png|15px|Missed Inbound Call arrow icon.|alt=The Missed Inbound Call arrow icon.|link=]]).
+*'''Missed Inbound Call''': An outlined downward pointing arrow indicates a missed call ([[File:WWE_852_Missed_Inbound_Call_Arrow.png|15px|Missed Inbound Call arrow icon.|alt=The Missed Inbound Call arrow icon.|link=]]).
 To get details about the call, whether answered, missed, or outbound, hover your mouse pointer over the contact name or number.
@@ Line 117: / Line 118: @@
 *Contact
 *Interaction Queue
 Select the '''Group''' slider ([[File:GAPI_Team_Comm_Group_Ungroup_Button_900.png|Show types button.|alt=The Team Communicator Show types button.|link=]]) to arrange the search results by category. You can collapse categories by selecting the arrow displayed beside the name of the category.
@@ Line 124: / Line 126: @@
 From left to right, the buttons are the following:
-* '''Search All''' ([[File:GAPI_Team_Comm_Search_All_Button_900.png|Search All button.|alt=The Team Communicator Search All button.|link=]]): Select from all matching internal targets and contacts. Does not affect the sort order.
+*'''Search All''' ([[File:GAPI_Team_Comm_Search_All_Button_900.png|Search All button.|alt=The Team Communicator Search All button.|link=]]): Select from all matching internal targets and contacts. Does not affect the sort order.
-* '''Show and Search my Corporate Favorites''' ([[File:GAPI_Team_Comm_Search_Favorites_Button_900.png|Show and search my favorites.|alt=The Team Communicator Show and search my favorites button.|link=]]): Click to show only contacts/internal targets that you have flagged as corporate favorites. Sort is by category or type.
+*'''Show and Search my Favorites''' ([[File:GAPI_Team_Comm_Search_Favorites_Button_900.png|Show and search my favorites.|alt=The Team Communicator Show and search my favorites button.|link=]]): Click to show only contacts/internal targets that are Corporate Favorites or that you have flagged as favorites. Sort is by category or type.
-* '''Show and Search my Recent Contacts/Targets''' [[File:GAPI_Team_Comm_Search_Recents_Button_900.png|Show and search recent button.|alt=The Team Communicator Show and search recent button.|link=]]: Select from the last 1 to 10 contacts/internal targets you have directly dialed, emailed, or monitored. Sort is by date.
+*'''Show and Search my Recent Contacts/Targets''' [[File:GAPI_Team_Comm_Search_Recents_Button_900.png|Show and search recent button.|alt=The Team Communicator Show and search recent button.|link=]]: Select from the last 1 to 10 contacts/internal targets you have directly dialed, emailed, or monitored. Sort is by date.
-*'''Filter by Type''' dropdown list: Select the type to search, including Agent, Contact, Routing Point, Skill, Queue, Interaction Queue, and Agent Group.
+*'''Filter by Type''' dropdown list: Select the type to search, including Agent, Contact, Routing Point, Skill, Interaction Queue, Queue, and Agent Group.
-* '''Sorting by Category/Sorting by Type''' ([[File:GAPI_Team_Comm_Group_Ungroup_Button_900.png|Show types button.|alt=The Team Communicator Show types button.|link=]]): Select to sort by category or type.
+*'''Sorting by Category/Sorting by Type''' ([[File:GAPI_Team_Comm_Group_Ungroup_Button_900.png|Show types button.|alt=The Team Communicator Show types button.|link=]]): Select to sort by category or type.
 |Status=No
 }}{{Section
@@ Line 172: / Line 174: @@
 {{NoteFormat|
 A favorite that you created by directly dialing a contact will appear only in Favorite search and in your list of recent calls if you previously called the person.
-If you do not apply the Favorites filter to your search, only the following object types are searched: Agent, Contact, Routing Point, Skill, Queue, Interaction Queue, and Agent Group.
+If you do not apply the Favorites filter to your search, only the following object types are searched: Agent, Contact, Routing Point, Skill, Interaction Queue, Queue, and Agent Group.
 |1}}
@@ Line 211: / Line 213: @@
 {{AnchorDiv|InteractionQueueAlias}}
 ===Interaction Queue name versus alias===
-Some contact center environments have aliases (display names) for Interaction Queues in '''Team Communicator'''. In these environments, the administrator specifies whether the Interaction Queue alias or the actual queue name is displayed.
+Some contact center environments have aliases (display names) for Interaction Queues in '''Team Communicator'''. In these environments, the administrator specifies whether the Interaction Queue alias or the actual Interaction Queue name is displayed.
-If you are looking for a queue by name but only the alias is displayed, you can view the queue name by hovering your mouse pointer over the name of the queue. The mouse pointer tooltip displays both the alias and the queue name. If only one name is displayed in the tooltip, then both the alias and the queue name are the same.
+If you are looking for an Interaction Queue by name but only the alias is displayed, you can view the Interaction Queue name by hovering your mouse pointer over the name of the Interaction Queue. The mouse pointer tooltip displays both the alias and the Interaction Queue name. If only one name is displayed in the tooltip, then both the alias and the Interaction Queue name are the same.
 [[File:900 GAPI TeamCommunicator Interaction Queue Alias Versus Name.png|300x300px|Interaction queues in Team Communicator.|alt=Use the tooltip of an Interaction Queue in Team Communicator to see the Alias and Name properties.]]
-You can search for an Interaction Queue by alias when your environment is set up to display the alias display name. If your environment is set up to display the actual queue name you can must search by the actual Interaction Queue name.
+You can search for an Interaction Queue by alias when your environment is set up to display the alias display name. If your environment is set up to display the actual Interaction Queue name you must search by the actual Interaction Queue name.
 |Status=No
 }}{{Section

@@ Line 93: / Line 93: @@
 ====Watch video: Starting a new email====
-{{Video|id=292402969|width=572|height=392}}
+{{Video|id=292402969|Description=How to send a new email interaction|width=572|height=392}}
 ====Watch video: Making a new voice call====

@@ Line 16: / Line 16: @@
 ====Watch video: Finding a Contact====
-{{Video|id=281547811|width=572|height=392}}
+{{Video|id=281547811|Description=How to find a contact in Team Communicator|width=572|height=392}}
 You might be dealing with a customer who has an issue that you need help to resolve. Just use the Team Communicator to start a voice call with the person in your company or outside your company who can help you.

@@ Line 13: / Line 13: @@
 You can enter a name, part of a name, a phone number, or an email address into the Team Communicator '''Quick Search''' (Type name or number) field and immediately start a call or email message to that person. Your administrator might set up your system to restrict whom you can search for.
-[[File:GAPI_900_Main_Window_Team_Comm.png|300px|Team Communicator and search field.|alt=A screenshot of the Team Communicator with an arrow pointing to the location of the Type name or number search field.]]
+[[File:GAPI_900_Main_Window_Team_Comm.png|300px|Team Communicator and search field.|alt=The Team Communicator with an arrow pointing to the location of the Type name or number search field.]]
 ====Watch video: Finding a Contact====
@@ Line 38: / Line 38: @@
 The Main View contains the Team Communicator '''Quick Search''' (Type name or number) field. The '''Quick Search''' field is a universal-lookup tool. The tool can search both the contact database and the internal-target directory. Your system administrator might have configured it to provide universal contact lookup or simply to provide internal-target lookup.
-[[File:GAPI_900_ContactManagementFull.png|300px|Tem Communicator search and filter controls.|alt=A screenshot of the Team Communicator search and results filter controls.]]
+[[File:GAPI_900_ContactManagementFull.png|300px|Tem Communicator search and filter controls.|alt=The Team Communicator search and results filter controls.]]
 ===Starting a call or email===
@@ Line 79: / Line 79: @@
 To launch a new interaction (external or internal interaction), use the Team Communicator to find and select a target or contact. Enter the name of an internal target (agent, skill, agent group, or Routing Point) or a contact name, telephone number, or email address in the universal-lookup field.
-[[File:GAPI_900_Select_New_Call_Team_Comm.png|Click the Call button in the search result to make a call.|alt=A screenshot of the Team Communicator search results with a pointer clicking the Call button,|300px]]
+[[File:GAPI_900_Select_New_Call_Team_Comm.png|Click the Call button in the search result to make a call.|alt=The Team Communicator search results with a pointer clicking the Call button,|300px]]
 As you type, Workspace Web Edition searches the internal target and contact databases and lists potential contacts and internal targets.
@@ Line 150: / Line 150: @@
 To help you to find contacts and internal targets quickly, use the '''Action Menu''' in the Team Communicator next to the name of the contact or target. Follow these steps:
-#Find the internal target or contact in the Team Communicator.<br>[[File:GAPI_900_Team_Comm_Find_Target.png|300px|Finding a target using Team Communicator.|alt=A screenshot demonstrating how to enter a name in the Team Communicator search field.]]
+#Find the internal target or contact in the Team Communicator.<br>[[File:GAPI_900_Team_Comm_Find_Target.png|300px|Finding a target using Team Communicator.|alt=Entering a name in the Team Communicator search field.]]
-#Hover you mouse pointer over the name of the internal target or contact that you want to add to your favorites, and select '''Add to Favorites'''.<br>[[File:GAPI_900_Team_Comm_Adding_Favorite.png|300px|Click the Add to Favorites button.|alt=A screenshot of the Team Communicator search results. The agent clicks Add to Favorites.]]
+#Hover you mouse pointer over the name of the internal target or contact that you want to add to your favorites, and select '''Add to Favorites'''.<br>[[File:GAPI_900_Team_Comm_Adding_Favorite.png|300px|Click the Add to Favorites button.|alt=The Team Communicator search results. The agent clicks Add to Favorites.]]
 #:The '''New Favorite''' dialog box is displayed.<br>[[File:GAPI_900_New_Favorite_Dialog_Box.png|300px|New Favorite dialog box.|alt=The New Favorite dialog box.]]
-#*If you want, use the '''Category''' drop-down list to define a new category for your favorite, or select from a list of existing categories.<br>[[File:GAPI_900_Team_Comm_Favorite_Category_List.png|300px|Select or enter a category for the favorite.|alt=A screenshot ]]
+#*If you want, use the '''Category''' drop-down list to define a new category for your favorite, or select from a list of existing categories.<br>[[File:GAPI_900_Team_Comm_Favorite_Category_List.png|300px|Select or enter a category for the favorite.|alt=Select or enter a category for the favorite in the New Favorite dialog box.]]
-#*Click '''OK''' to add the internal target or contact as a favorite. If you did not choose a category, and you choose to view favorites by category in the Team Communicator, the new favorite is listed in the '''Uncategorized Favorites''' category.<br>[[File:GAPI_900_Team_Comm_Favorite_by_Category.png|300px|Team Communicator filtered by favorites.|alt=A screenshot of the Team Communicator displaying search results grouped by favorites.]]
+#*Click '''OK''' to add the internal target or contact as a favorite. If you did not choose a category, and you choose to view favorites by category in the Team Communicator, the new favorite is listed in the '''Uncategorized Favorites''' category.<br>[[File:GAPI_900_Team_Comm_Favorite_by_Category.png|300px|Team Communicator filtered by favorites.|alt=The Team Communicator displaying search results grouped by favorites.]]
 ===Viewing and Managing Your Favorites===
@@ Line 160: / Line 160: @@
 When you want to see the complete list of your personal and corporate favorites, click in the Team Communicator search field, then click the '''Favorites''' filter button (see the figure below).
-[[File:GAPI_900_Team_Comm_Favorite_Filter_Button.png|300px|Click Favorites to show only favorites.|alt=A screenshot of the Team Communicator with the Favorites filter button selected.]]
+[[File:GAPI_900_Team_Comm_Favorite_Filter_Button.png|300px|Click Favorites to show only favorites.|alt=The Team Communicator with the Favorites filter button selected.]]
 Use the Type filter drop-down list to change the types of contacts and targets are listed in the Team Communicator. You can view just agents, contacts, agent groups, routing points, or skills, or you can view all types of targets.
-[[File:GAPI_900_Team_Comm_Favorite_Choose_Type.png|300px|Team Communicator Type filter.|alt=A screenshot of the Team Communicator demonstrating selecting a type from the Type filter dropdown.]]
+[[File:GAPI_900_Team_Comm_Favorite_Choose_Type.png|300px|Team Communicator Type filter.|alt=The Team Communicator demonstrating selecting a type from the Type filter dropdown.]]
 Use the Sorting by Category button to arrange the list of favorites into their designated categories. Any favorites that have not been assigned to a category are listed in the '''Uncategorized Favorites''' category.
-[[File:GAPI_900_Team_Comm_Favorite_Sort_by_Category.png|300px|Sort by category.|alt=A screenshot of the Team Communicator with an arrow pointing to the Group button enabling Sort by Category.]]
+[[File:GAPI_900_Team_Comm_Favorite_Sort_by_Category.png|300px|Sort by category.|alt=The Team Communicator with an arrow pointing to the Group button enabling Sort by Category.]]
 {{NoteFormat|
@@ Line 175: / Line 175: @@
 |1}}
-You can edit a favorite to add, remove, or change a category. Select '''Action Menu''' next to the Favorites button ([[File:GAPI_900_Team_Comm_Edit_Favorite_Button.png|Favorites button Action Menu.|alt=A screenshot showing the location of the Favorites button Action Menu.|link=]]) to display and use the '''Edit Favorite''' dialog box.
+You can edit a favorite to add, remove, or change a category. Select '''Action Menu''' next to the Favorites button ([[File:GAPI_900_Team_Comm_Edit_Favorite_Button.png|Favorites button Action Menu.|alt=The Favorites button Action Menu.|link=]]) to display and use the '''Edit Favorite''' dialog box.
 You can remove an internal target or a contact from your list of favorites by selecting '''Remove from Favorites''' ([[File:GAPI_900_Team_Comm_Remove_Favorite_Button.png|Remove From Favorites button.|alt=The Remove From Favorites button.|link=]]) from the '''Action Menu'''.
@@ Line 184: / Line 184: @@
 First, use Team Communicator to find the favorite either by entering the name in the search field and/or by clicking the '''Favorites''' button ([[File:GAPI_900_Team_Comm_Search_Favorites_Button.png|Team Communicator Search Favorites button.|alt=The Team Communicator Search Favorites button.|link=]]). Next, open the '''Action Menu''' next to the name of the contact or other target and select the '''Edit favorite''' option.
-[[File:GAPI_900_Team_Comm_Edit_Favorite.png|300px|Selecting Edit favorite from the Favorites Action Menu.|alt=A screenshot of Team Communicator showing how to select Edit Favorite from the Favorites Action Menu. Filter by favorites, click the Favorites Action menu, then select Edit Favorite.]]
+[[File:GAPI_900_Team_Comm_Edit_Favorite.png|300px|Selecting Edit favorite from the Favorites Action Menu.|alt=Selecting Edit favorite from the Favorites Action Menu. Click the link below for the accessibility description.]]
 The '''Edit Favorite''' dialog box is displayed. Make the change to the category by editing the content of the Category field. You can modify the category, delete the category, or change the category.
@@ Line 198: / Line 198: @@
 First, use Team Communicator to find the favorite either by entering the name in the search field and/or by clicking the '''Favorites''' button ([[File:GAPI_900_Team_Comm_Search_Favorites_Button.png|Team Communicator Favorites filter button.|alt=The Team Communicator Favorites filter button.|link=]]). Next, open the '''Action Menu''' next to the name of the contact or other target and select the '''Remove favorite''' option.
-[[File:GAPI_900_Team_Comm_Remove_Favorite.png|300px|Selecting Remove favorite from the Favorites Action Menu.|alt=A screenshot of Team Communicator showing how to select Remove Favorite from the Favorites Action Menu. Filter by favorites, click the Favorites Action menu, then select Remove Favorite.]]
+[[File:GAPI_900_Team_Comm_Remove_Favorite.png|300px|Selecting Remove favorite from the Favorites Action Menu.|alt=Selecting Remove favorite from the Favorites Action Menu. Click the link below for the accessibility description.]]
 A confirmation dialog box is displayed when you choose '''Remove favorite'''. Click '''Yes''' if you are sure that you want to remove this contact or target from your list of personal favorites. Click '''No''' to keep the contact or target on your list of personal favorites.
@@ Line 215: / Line 215: @@
 If you are looking for a queue by name but only the alias is displayed, you can view the queue name by hovering your mouse pointer over the name of the queue. The mouse pointer tooltip displays both the alias and the queue name. If only one name is displayed in the tooltip, then both the alias and the queue name are the same.
-[[File:900 GAPI TeamCommunicator Interaction Queue Alias Versus Name.png|300x300px|Interaction queues in Team Communicator.|alt=A screenshot showing how to use the tooltip of an Interaction Queue in Team Communicator to see the Alias and Name properties.]]
+[[File:900 GAPI TeamCommunicator Interaction Queue Alias Versus Name.png|300x300px|Interaction queues in Team Communicator.|alt=Use the tooltip of an Interaction Queue in Team Communicator to see the Alias and Name properties.]]
 You can search for an Interaction Queue by alias when your environment is set up to display the alias display name. If your environment is set up to display the actual queue name you can must search by the actual Interaction Queue name.