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

WikiSysop at 14:46, September 26, 2022

2022-09-26T14:46:08Z

WikiSysop at 18:45, September 1, 2022

2022-09-01T18:45:51Z

WikiSysop at 15:32, August 30, 2022

2022-08-30T15:32:28Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:41Z

WikiSysop at 13:00, July 6, 2022

2022-07-06T13:00:52Z

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Mwest: Published

2022-03-23T14:20:54Z

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Mwest: Published

2022-02-23T16:44:58Z

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Matthew.west@genesys.com: Published

2021-12-02T19:20:14Z

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Matthew.west@genesys.com: Published

2021-09-02T13:55:07Z

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Matthew.west@genesys.com: Published

2021-08-19T15:35:13Z

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@@ Line 149: / Line 149: @@
 ====Transfer====
-Here is the workflow when you want to transfer your active voice call to an external party:
+Watch this video to learn how to transfer your active voice call to an external party:
 #Click '''Transfer'''.
@@ Line 161: / Line 163: @@
 ====Consult====
-Here is the workflow when you want to consult with an external party while you are handling a voice call with a contact:
+Watch this video to learn how to consult with an external party while you are handling a voice call with a contact:
 #Click '''Consult'''.
@@ Line 176: / Line 180: @@
 ====Conference (and two-step transfer)====
-Here is the workflow when you want to start a conference call with an external party while you are handling a voice call with a contact:
+Watch this video to learn how to start a conference call with an external party while you are handling a voice call with a contact:
 #Click '''Conference'''.

@@ Line 87: / Line 87: @@
 *If you disconnect from the call but the person you added to the conference is still connected, the call continues without you. Your system might be set up to end the conference after you disconnect if the person that you added is not part of your company.
 *Everyone connected to the conference can see or hear what the other parties are discussing, unless you remove or selectively mute a participant.
-*Your account might be configured to remove a party from a conference. Select the '''Party Action''' menu on the Voice Interaction view and select '''Drop from conference''' to remove that party from the conference.
+*To remove a party from a conference, select the '''Party Action''' menu on the Voice Interaction view and select '''Drop from conference'''.
+*A team member can select '''Leave''' to drop from the conference.
 |Status=No
 }}{{Section

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

@@ Line 8: / Line 8: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|Due to continual changes to Agent Desktop, screen shots in this manual might present interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.|1}}
+|structuredtext={{NoteFormat|Due to continual changes to Agent Workspace, screen shots in this manual might present interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.|1}}
 |Status=No
 }}{{Section
@@ Line 125: / Line 125: @@
 #Enter the name of the agent group instead of the name of an agent when looking for a team member in the search field.
 #In the search results, click the '''Action Menu''' list next to the name of the agent group that you want to call.
-|structuredtextwide=Sometimes, no one in the agent group is available to take the call. If your administrator has set up Agent Desktop to display the number of available agents in the agent group, then a message is displayed underneath the group name indicating how many agents are available. If there are no agents available, you might have to wait to make the call.
+|structuredtextwide=Sometimes, no one in the agent group is available to take the call. If your administrator has set up Agent Workspace to display the number of available agents in the agent group, then a message is displayed underneath the group name indicating how many agents are available. If there are no agents available, you might have to wait to make the call.
 {{NoteFormat|In some scenarios, the agent group availability information might be 10 to 30 seconds behind.|1}}
@@ Line 146: / Line 146: @@
 #In the search results, click the '''Call''' button next to the name of the person that you want to call.
 |structuredtextwide====Transfer, consultation, and conference call flows===
-When you are handling a call with your contact, call flow is a little different when you include an external party through a service, such as Microsoft Teams. Because the external party is not a Genesys agent using Agent Desktop, once you instant-transfer or two-step transfer (by a consultation or conference calls) the call to the external party, the call is no longer managed by Genesys, so the interaction ends and must be marked as '''Done'''.
+When you are handling a call with your contact, call flow is a little different when you include an external party through a service, such as Microsoft Teams. Because the external party is not a Genesys agent using Agent Workspace, once you instant-transfer or two-step transfer (by a consultation or conference calls) the call to the external party, the call is no longer managed by Genesys, so the interaction ends and must be marked as '''Done'''.
 ====Transfer====
@@ Line 154: / Line 154: @@
 #When '''Team Communicator''' opens, use the '''Type filter''' to view only '''External/Third Party''' targets.
 #To find the target, enter their information, such as name, user name, or phone number, into the search field.
-#Check to see if the target is available. Agent Desktop displays '''Ready''' when the target is available to take a call.
+#Check to see if the target is available. Agent Workspace displays '''Ready''' when the target is available to take a call.
 #To transfer the call, in '''Team Communicator''', click the '''Transfer''' button next to the target's name.
 #The call is transferred to the target and your interaction ends.
@@ Line 166: / Line 166: @@
 #When '''Team Communicator''' opens, use the '''Type filter''' to view only '''External/Third Party''' targets.
 #To find the target, enter their information, such as name, user name, or phone number, into the search field.
-#Check to see if the target is available. Agent Desktop displays '''Ready''' when the target is available to take a call.
+#Check to see if the target is available. Agent Workspace displays '''Ready''' when the target is available to take a call.
 #To call, in '''Team Communicator''', click the '''Consult''' button next to the target's name.
 #Your external service remote phone rings and a call ''from'' the target is displayed on your workstation.
-#When the target answers their external service remote phone, the call is connected in both the service and Agent Desktop. The call displays as a '''Consult Voice''' interaction in the '''Voice''' interaction with your contact.
+#When the target answers their external service remote phone, the call is connected in both the service and Agent Workspace. The call displays as a '''Consult Voice''' interaction in the '''Voice''' interaction with your contact.
-#Use the Agent Desktop controls to handle the call.
+#Use the Agent Workspace controls to handle the call.
 #Your contact is put on hold while you talk to the external party.
 #To talk to the contact, click '''Resume'''. The external party is put on hold.
@@ Line 181: / Line 181: @@
 #When '''Team Communicator''' opens, use the '''Type filter''' to view only '''External/Third Party''' targets.
 #To find the target, enter their information, such as name, user name, or phone number, into the search field.
-#Check to see if the target is available. Agent Desktop displays '''Ready''' when the target is available to take a call.
+#Check to see if the target is available. Agent Workspace displays '''Ready''' when the target is available to take a call.
 #To start a conference call, in '''Team Communicator''', click the '''Conference''' button next to the target name.
 #A new call notification is displayed on the target's workstation.
@@ Line 193: / Line 193: @@
 To receive a call from an external party who is one of your team members on a third-party service such as Microsoft Teams, set your status to '''Ready''' on the '''Voice''' channel.
-When a team member calls you, a notification is displayed in both Agent Desktop and the third-party service. There is no '''Accept''' button on the Agent Desktop notification. To answer the call, use the third-party service.
+When a team member calls you, a notification is displayed in both Agent Workspace and the third-party service. There is no '''Accept''' button on the Agent Workspace notification. To answer the call, use the third-party service.
-When you answer the call, a voice interaction is created in Agent Desktop. Use the Agent Desktop controls to handle the call.
+When you answer the call, a voice interaction is created in Agent Workspace. Use the Agent Workspace controls to handle the call.
 |Status=No
 }}{{Section
@@ Line 269: / Line 269: @@
 |structuredtext=*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 *{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}
-*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 |Status=No
 }}{{Section
@@ Line 276: / Line 276: @@
 |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 56: / Line 56: @@
 While in a consultation, you can also complete a conference or transfer between your team member and your customer. To do this, select '''Instant Call Transfer''' ([[File:GAPI_Instant_Voice_Transfer_Icon_900.png|Instant Call Transfer button.|alt=Instant Call Transfer button.|link=]]) or '''Instant Call Conference''' ([[File:GAPI_Instant_Voice_Conference_Icon_900.png|Instant Call Conference button.|alt=The Instant Call Conference button.|link=]]), and select the same button beside the desired team member's name.
 |Status=No
 }}{{Section

@@ Line 17: / Line 17: @@
 |image=GAPI_900_Internal_Ready_Status.png
 |AltText=The Team Communicator showing search results for an internal target. A tooltip on the Agent icon displays the agent's status.
-|structuredtext=The {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} tool lets you search through your company directory for an agent, team lead, agent group, or other targets that you want to call, consult with, or transfer to.
+|structuredtext=The {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} tool lets you search through your company directory for an agent, team lead, agent group, or {{Link-SomewhereInThisVersion|manual=Agent|topic=ADTeamCommunicator|display text=other targets}} that you want to call, consult with, or transfer to.
 Type in the name of the person that you want to call, then hover your mouse pointer over their name in the list of search results. A pop-up is displayed that lets you know whether that person is ready to take a call, is on a break, is busy, or is logged off.
 If the person is available, use the action menu to call them. If not, try a different channel or try again later.
 |Status=No
 }}{{Section
@@ Line 122: / Line 120: @@
 {{NoteFormat|In some scenarios, the agent group availability information might be 10 to 30 seconds behind.|1}}
 |Status=No
 }}{{Section
 |sectionHeading=How do I contact another agent through a Routing Point or Queue?
@@ Line 175: / Line 190: @@
 |structuredtext=If Voicemail is available for you, the '''Voicemail''' button  ([[File:GAPI_Voicemail_Button_900.png|Voicemail button.|The Voicemail button.|link=]]) is displayed in the Side Bar toolbar. Clicking the button opens the '''Voicemail''' panel. The '''Voicemail''' panel contains a list of your voicemail and, if available, group voicemail boxes.
-If you have unheard voicemail messages waiting for you, an indicator is displayed next to the '''Voicemail''' button and also next to the mailbox. The indicator is a number in a red box: [[File:GAPI_Voicemail_MWI_900.png|Voicemail indicator.|alt=The Voicemail notification. A number in a box on top of the Voicemail button.|link=]]. The number tells you how many unheard messages you have. For screen reader users, when you put the focus on the '''Voicemail''' button this number is announced to you.
+{{NoteFormat|If you open the '''Voicemail''' panel and it is blank, contact your Genesys software administrator or supervisor to confirm whether you should have your corporate voicemail connected to this panel.|2}}
 {{NoteFormat|Hover your mouse pointer over the message waiting indicator to access the number of messages waiting in each of your voicemail boxes.|2}}
-|structuredtextwide=To access your voicemail box, navigate to the Side Bar toolbar, then click the '''Voicemail''' button ([[File:GAPI_Voicemail_Button_900.png|Voicemail button.|The Voicemail button.|link=]]) to open the '''Voicemail''' panel.
 Navigate between mailboxes using the '''Up''' and '''Down''' arrows or click the voicemail box you want to open. The '''Home''' and '''End''' keys can be used to jump to the first and last entries in the list of voicemail boxes.

@@ Line 123: / Line 123: @@
 |Status=No
 }}{{Section
-|sectionHeading=How do I contact another agent through a Routing Point?
+|sectionHeading=How do I contact another agent through a Routing Point or Queue?
 |anchor=routingpoint
 |alignment=Horizontal
@@ Line 129: / Line 129: @@
 |image=GAPI_900_Calling_A_Routing_Point.png
 |AltText=The Team Communicator with numbering indicating the different routing point states. Refer to the text for an explanation.
-|structuredtext=In some contact centers, calls are handled through a Routing Point. Instead of transferring, conferencing, or consulting directly with another agent or to a member of an agent group, your environment might be set up to enable you to direct an interaction to another agent through a Routing Point.
+|structuredtext=In some contact centers, calls are handled through a Routing Point, Interaction Queue, or Queue. Instead of transferring, conferencing, or consulting directly with another agent or to a member of an agent group, your environment might be set up to enable you to direct an interaction to another agent through a Routing Point, Interaction Queue, or Queue.
-If your administrator has enabled this capability, you can enter the name of the Routing Point instead of the name of an agent or agent group when looking for a team member.
+If your administrator has enabled this capability, you can enter the name of the Routing Point, Interaction Queue, or Queue instead of the name of an agent or agent group when looking for a team member.
 If your administrator has enabled this capability, perform the following steps to call an agent group:
 #Open Team Communicator.
-#Select '''Routing Point''' from the '''Filter by type''' menu.
+#Select '''Routing Point''', '''Interaction Queue''', or '''Queue''' from the '''Filter by type''' menu.
-#Enter enter the name of the Routing Point instead of the name of an agent or agent group when looking for a team member.
+#Enter the name of the Routing Point, Interaction Queue, or Queue instead of the name of an agent or agent group when looking for a team member.
-#Click the '''Action Menu''' drop-down list that is displayed next to the name of the Routing Point that you want to target.
+#Click the '''Action Menu''' drop-down list that is displayed next to the name of the Routing Point, Interaction Queue, or Queue that you want to target.
-|structuredtextwide=Next to the Routing Point name you might encounter different icons (1, 2, and 3 in the screenshot) that indicate how busy the Routing Point is. An icon might represent the Average Waiting Time on the Routing Point, the number of interactions currently being handled, or some other statistic. These icons help you decide which Routing Point to choose or to give you an indication of how long it will be before your transfer, conference, or consultation will be handled.
+|structuredtextwide=Next to the Routing Point or Queue name you might encounter different icons (1, 2, and 3 in the screenshot) that indicate how busy the Routing Point or Queue is. An icon might represent the Average Waiting Time on the target, the number of interactions currently being handled, or some other statistic. These icons help you decide which target to choose or to give you an indication of how long it will be before your transfer, conference, or consultation will be handled.
-The following icons might be displayed next to the Routing Point in Team Communicator:
+The following icons might be displayed next to the Routing Point or Queue in Team Communicator:
-*'''Ready''' ([[File:GAPI_900_Routing_Point_Ready.png|Routing Point Ready icon.|alt=The Routing Point Ready icon. The icon is an unfilled green circle.|link=]]): This icon means that there are no issues with targeting the Routing Point. The number of interactions being handled is below the warning threshold.
+*'''Ready''' ([[File:GAPI_900_Routing_Point_Ready.png|Routing Point Ready icon.|alt=The Routing Point Ready icon. The icon is an unfilled green circle.|link=]]): This icon means that there are no issues with targeting the Routing Point or Queue. The number of interactions being handled is below the warning threshold.
-*'''Warning''' ([[File:GAPI_900_Routing_Point_Warning.png|Routing Point Warning icon.|alt=The Routing Point Warning icon. The icon is a two-thirds filled yellow circle.|Routing Point Warning icon.|link=]]): This icon means the Routing Point is in a Warning state. The number of interactions being handled is above the warning threshold but below the Error threshold.
+*'''Warning''' ([[File:GAPI_900_Routing_Point_Warning.png|Routing Point Warning icon.|alt=The Routing Point Warning icon. The icon is a two-thirds filled yellow circle.|Routing Point Warning icon.|link=]]): This icon means the Routing Point or Queue is in a Warning state. The number of interactions being handled is above the warning threshold but below the Error threshold.
-*'''Error''' ([[File:GAPI_900_Routing_Point_Error.png|Routing Point Error icon.|alt=The Routing Point Error icon. The icon is a solid red circle.link=]]): The Routing Point is in an Error state. The number of interactions being handled is above the error threshold so the Routing Point is above capacity.
+*'''Error''' ([[File:GAPI_900_Routing_Point_Error.png|Routing Point Error icon.|alt=The Routing Point Error icon. The icon is a solid red circle.link=]]): The Routing Point or Queue is in an Error state. The number of interactions being handled is above the error threshold so the Routing Point or Queue is above capacity.
 |Status=No
 }}{{Section

@@ Line 38: / Line 38: @@
 |image=GAPI_900_Start_Consultation.png
 |AltText=Clicking the Call button in the Consultation target search results. Click the link below for the accessibility description.
-|structuredtext=A consultation lets you discuss an active {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=call}} with another team member. It's different from a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=conf|display text=conference}} because the customer is not connected to the session. If you want to perform a warm transfer or a two-step transfer, click Consult to talk to the consultation target and then click Transfer to transfer the call.
+|structuredtext=A consultation lets you discuss an active {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=call}} with another team member. It's different from a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=conf|display text=conference}} because the customer is not connected to the session. If you want to perform a warm transfer or a two-step transfer, click '''Consult''' ([[File:GAPI_Consultation_Icon_900.png|Consult button.|alt=The Consult button.|link=]]) to talk to the consultation target and then click '''Transfer''' ([[File:GAPI_Instant_Voice_Transfer_Icon_900.png|Instant Call Transfer button.|alt=Instant Call Transfer button.|link=]]) to transfer the call.
 Search your list of {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=team members}} to find the person or internal target (an {{Link-SomewhereInThisManual|topic=ADintinter|anchor=agentgroup|display text=agent group}}, a routing point, or a skill) you want to consult with and select the type of consultation you want. Once connected, you can monitor the status and use the controls as you would for any other interaction.

@@ Line 54: / Line 54: @@
 If you are on a call and start a voice consultation, the original call is put on hold while you consult with your selected team member.
-* Click the '''Resume Call''' ([[File:GAPI_Retrieve_Call_Button_900.png|Resume Call button.|alt=The Resume Call button.|link=]]) to resume the original call (also allows you to toggle between the two calls).
+*Click the '''Resume Call''' ([[File:GAPI_Retrieve_Call_Button_900.png|Resume Call button.|alt=The Resume Call button.|link=]]) to resume the original call (also allows you to toggle between the two calls).
-* Click the '''End''' button ([[File:GAPI_End_Call_Button_900.png|End Call button.|alt=The End Call button.|link=]]) to end the consultation and resume the original call from hold.
+*Click the '''End''' button ([[File:GAPI_End_Call_Button_900.png|End Call button.|alt=The End Call button.|link=]]) to end the consultation and resume the original call from hold.
 Prior to a conference or transfer, you can consult with your team member by selecting '''Consult''' in the toolbar. After the consultation request is sent, the initial call is put on hold.
@@ Line 115: / Line 115: @@
 If your administrator has enabled this capability, perform the following steps to call an agent group:
 # Open Team Communicator.
-# Select '''Agent Group''' from the '''Filter by type''' menu.
+#Open Team Communicator.
-# Enter the name of the agent group instead of the name of an agent when looking for a team member in the search field.
+#Select '''Agent Group''' from the '''Filter by type''' menu.
-# In the search results, click the '''Action Menu''' drop-down list next to the name of the agent group that you want to call.
+#Enter the name of the agent group instead of the name of an agent when looking for a team member in the search field.
 |structuredtextwide=Sometimes, no one in the agent group is available to take the call. If your administrator has set up Agent Desktop to display the number of available agents in the agent group, then a message is displayed underneath the group name indicating how many agents are available. If there are no agents available, you might have to wait to make the call.
@@ Line 135: / Line 136: @@
 If your administrator has enabled this capability, perform the following steps to call an agent group:
 # Open Team Communicator.
-# Select '''Routing Point''' from the '''Filter by type''' menu.
+#Open Team Communicator.
-# Enter enter the name of the Routing Point instead of the name of an agent or agent group when looking for a team member.
+#Select '''Routing Point''' from the '''Filter by type''' menu.
-# Click the '''Action Menu''' drop-down list that is displayed next to the name of the Routing Point that you want to target.
+#Enter enter the name of the Routing Point instead of the name of an agent or agent group when looking for a team member.
 |structuredtextwide=Next to the Routing Point name you might encounter different icons (1, 2, and 3 in the screenshot) that indicate how busy the Routing Point is. An icon might represent the Average Waiting Time on the Routing Point, the number of interactions currently being handled, or some other statistic. These icons help you decide which Routing Point to choose or to give you an indication of how long it will be before your transfer, conference, or consultation will be handled.
 The following icons might be displayed next to the Routing Point in Team Communicator:
-* '''Ready''' ([[File:GAPI_900_Routing_Point_Ready.png|Routing Point Ready icon.|alt=The Routing Point Ready icon. The icon is an unfilled green circle.|link=]]): This icon means that there are no issues with targeting the Routing Point. The number of interactions being handled is below the warning threshold.
+*'''Ready''' ([[File:GAPI_900_Routing_Point_Ready.png|Routing Point Ready icon.|alt=The Routing Point Ready icon. The icon is an unfilled green circle.|link=]]): This icon means that there are no issues with targeting the Routing Point. The number of interactions being handled is below the warning threshold.
-* '''Warning''' ([[File:GAPI_900_Routing_Point_Warning.png|Routing Point Warning icon.|alt=The Routing Point Warning icon. The icon is a two-thirds filled yellow circle.|Routing Point Warning icon.|alt=The Routing Point Warning icon. The icon is a two-thirds filled yellow circle.|link=]]): This icon means the Routing Point is in a Warning state. The number of interactions being handled is above the warning threshold but below the Error threshold.
+*'''Warning''' ([[File:GAPI_900_Routing_Point_Warning.png|Routing Point Warning icon.|alt=The Routing Point Warning icon. The icon is a two-thirds filled yellow circle.|Routing Point Warning icon.|link=]]): This icon means the Routing Point is in a Warning state. The number of interactions being handled is above the warning threshold but below the Error threshold.
-* '''Error''' ([[File:GAPI_900_Routing_Point_Error.png|Routing Point Error icon.|alt=The Routing Point Error icon. The icon is a solid red circle.link=]]): The Routing Point is in an Error state. The number of interactions being handled is above the error threshold so the Routing Point is above capacity.
+*'''Error''' ([[File:GAPI_900_Routing_Point_Error.png|Routing Point Error icon.|alt=The Routing Point Error icon. The icon is a solid red circle.link=]]): The Routing Point is in an Error state. The number of interactions being handled is above the error threshold so the Routing Point is above capacity.
 |Status=No
 }}{{Section
@@ Line 173: / Line 175: @@
 |image=GAPI_900_VoiceMail_Launcher.png
 |AltText=The Voicemail panel displaying some system messages.
-|structuredtext=If you have voicemail messages, an indicator is displayed next to the mailbox, like this: [[File:GAPI_Voicemail_MWI_900.png|Voicemail indicator.|alt=The Voicemail notification. A number in a box on top of the Voicemail button.|link=]]. This tells you how many unheard messages you have.
+|structuredtext=If Voicemail is available for you, the '''Voicemail''' button  ([[File:GAPI_Voicemail_Button_900.png|Voicemail button.|The Voicemail button.|link=]]) is displayed in the Side Bar toolbar. Clicking the button opens the '''Voicemail''' panel. The '''Voicemail''' panel contains a list of your voicemail and, if available, group voicemail boxes.
-To call your voicemail box click the '''Voicemail''' button ([[File:GAPI_Voicemail_Button_900.png|Voicemail button.|The Voicemail button.|link=]]) to open the '''Voicemail''' panel. The '''Voicemail''' panel contains links to your personal and (if available) group voicemail boxes.
+{{NoteFormat|Hover your mouse pointer over the message waiting indicator to access the number of messages waiting in each of your voicemail boxes.|2}}
-Click the voicemail box you want to open. A new internal interaction is launched. Use the keypad to enter your authentication information. The indicator tells you how many unheard messages you have. Beside the name of your voicemail box, the number in brackets tells you how many voicemails you have in total.
+Navigate between mailboxes using the '''Up''' and '''Down''' arrows or click the voicemail box you want to open. The '''Home''' and '''End''' keys can be used to jump to the first and last entries in the list of voicemail boxes.
-'''Tip:''' If you hover your mouse pointer over the message waiting indicator, the number of messages waiting in each of your voicemail boxes is displayed.
+To open a voicemail box, select a voicemail box then use the '''Tab''' key to highlight the '''Consult''' ([[File:GAPI_Voicemail_Consult_Button_900.png|Voicemail Consult button.|The Voicemail Consult button.|link=]]) button or click it with your mouse. Use the '''spacebar''', '''Enter''' key, or mouse to open the voicemail box. A new internal interaction is launched. Use the keypad to enter your authentication information. Use the '''Tab''' key or your mouse to access the controls when you play the voicemail message item.
 In some environments your account might be enabled to let you call personal and group voicemail boxes that do not contain any messages. In these environments empty mailboxes are displayed in the '''Voicemail''' panel. This feature enables you to call the mailbox to update the greeting message or listen to old voicemail messages stored in the mailbox.