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 WWEWS Cluster application object exists in the Configuration Database.
• The WWEWS Cluster application has a connection to Universal Contact Server.
• The WWEWS Cluster application has a connection to Interaction Server.
• The agent object is configured to use one or more of the following media channels:
  • E-Mail
  • Chat
  • Facebook
  • Twitter

Start

1. In the feature-definition.json file, enable the api-multimedia feature.
2. Configure the Contact options in the interaction-workspace section of the WWEWS Cluster application object.

End

Procedure: Enabling the Contact Directory and Contact History

Purpose: To enable an agent to use the Contact Directory and Contact History views.

This functionality enables agents to search the contact data base, create new contacts, and delete existing contacts.

The Contact Directory supports two views, a grid and a list.

Prerequisites

• A working knowledge of Genesys Administrator.
• The WWEWS Cluster application object exists in the Configuration Database.
• The WWEWS Cluster application has a connection to Universal Contact Server.

Start

• Configure the Contact options in the interaction-workspace section.

End