Enabling Agents To Manage Contacts

Procedure: Enabling agents to manage contacts

Purpose: To enable an agent to view and manage contact information.

Prerequisites

• A working knowledge of Genesys Administrator.
• The CloudCluster application object exists in the Configuration Database.
• The CloudCluster application has a connection to Universal Contact Server.
• The agent object is configured to use one or more of the following media channels:
  • E-Mail
  • Chat

Start

1. In the CloudCluster application, enable the api-multimedia feature.
2. Configure the Contact options in the interaction-workspace section of the CloudCluster application object.

End