Team Communicator
The Team Communicator is a service that enables you to find an internal target or a contact and initiate an interaction. Your administrator might configure your system to restrict your search results.
The Team Communicator enables you to initiate voice communication with internal or external resources to help resolve a particular customer case or for other purposes, such as a follow-up call or a meeting.
Main View Team Communicator
The Main View contains the Team Communicator Quick Search field. The Quick Search field is a universal-lookup tool; it can search both the contact database and the internal-target directory. Your system administrator might have configure it to provide universal contact lookup or simply to provide internal-target lookup.
When you click in the field, the Team Communicator toolbar is displayed. Enter a name, telephone number, or other keyword in the field to begin your search. The toolbar enables you to search all (Image:IW_Team_Comm_Search_All_Button.gif), and search recent (Image:IW_Team_Comm_Search_Recents_Button.gif) contacts and internal targets. It also enables you to filter by contact or internal-target type, and to group or ungroup (Image:IW_Team_Comm_Group_Ungroup_Button.gif) your search results by category or type.
Interaction Workspace supports keyboard navigation for all features in the interaction windows. All features, functions, options, and menus are navigable by keyboard.
The appearance of the component that you select changes as you move the focus from one component to another. For example, buttons change color, and menus open with the current selection highlighted by color.
Two keyboard shortcuts enable you to navigate among components—for example, from one menu to the next or from one view of the interaction interface to the next:
- Tab—Moves the focus to the next component (menu, field, button, view, and so on)
- Shift + Tab—Moves the focus to the previous component (menu, field, button, view, and so on)
Movement occurs from left to right and from top to bottom, unless the ordering of components dictates otherwise. Navigation moves from component to component within a view, and from view to view within the application.
The following table contains keyboard shortcuts that enable you to manipulate controls, such as menus, lists, and buttons, in the Interaction Workspace interface.
|
Shortcut |
Description |
|---|---|
| LEFT ARROW | Move left in a menu bar or out of a submenu. |
| RIGHT ARROW | Move right in a menu bar or into a submenu. |
| UP ARROW | Move up in lists and menus. |
| DOWN ARROW | Move down in lists and menus. |
| ALT+DOWN ARROW | Open a selected drop-down list. |
| ENTER |
For a modifiable list, apply the edit mode, or validate the modification. For a button, execute the associated action. For a menu item, execute the associated action. |
| ESCAPE | For a modifiable list, cancel the edit mode. |
Launching a New Interaction
To launch a new interaction (external/internal voice interaction), enter the name of an internal target (agent, skill, group, queue, or Routing Point) or a contact name, telephone number, or e-mail address in the universal-lookup field.
As you type, Interaction Workspace searches the internal target and contact databases and lists potential contacts and internal targets.
You can use the pop-up view to do the following:
- Filter and sort the list of search results.
- Perform actions on a selected contact for calling.
Filtering and Sorting the List of Search Results
Search results are displayed in a list. The search is a “keyword” search that searches each field of the contact database for the word or words (name, telephone number, or other criteria) that you provide in the search field. Each field of the database is searched by using a “starts-with” search for the keywords that you provide.
Results are returned in a list that is sorted according to the rules of Lucene scoring. In most cases, you can refine the search results by using the filtering features of the list view. For example, you can filter your search results so that only agents or queues are displayed.
You can filter search results by result-type by using the result-type drop-down list.
frame|center|Contacts drop-down list
Result types might include the following:
- All types
- Agent
- Queue
Click the Sort Results by Type/Categories icon (Image:IW_Team_Comm_Group_Ungroup_Button.gif) to arrange the search results by type/categories. You can collapse categories by clicking the arrow that is displayed beside the name of the category.
frame|center|Sorting results by group
To view only contacts, click the Matching Contacts link. The Contact Directory view is displayed.
frame|center|Matching external contacts
Below the Quick Search field are five controls that you can use to list previous contacts quickly.
frame|center|Quick Search field
From left to right, the buttons are the following:
- Image:IW_Team_Comm_Search_All_Button.gif Search All — Click to select from all matching internal targets and contacts. Does not affect the sort order.
- Image:IW_Team_Comm_Search_Recents_Button.gif Show and Search my Recent Interactions — Click to select from the last 1 to 10 contacts/internal targets that you have directly dialed, instant messaged, e-mailed, or monitored. Sort is by date.
- Filter by Type — Select the type to search, including Agent and Queue.
- Image:IW_Team_Comm_Group_Ungroup_Button.gif Show/Hide Types — Click to show or hide types or categories.
Actions
Click the Action Menu pop-up list next to the internal target or contact that you want to find. This example shows the Action Menu for a contact:
frame|center|Team Communicator Action menu
This example shows the Action Menu for an internal target:
frame|center|Team Communicator Action menu for an internal target
From the list, you can:
- Select the kind of interaction that you want to launch (external voice or internal voice).