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.
For example, 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.
The Team Communicator is available in the following views:
- Main View
- Interaction windows (for transfer, conference, and consultation actions):
Type a name or number in the field to begin your search. When you click in the field, the Team Communicator toolbar is displayed. The toolbar enables you to search All, Corporate Favorite, or Recent contacts and internal targets. It also enables you to filter by contact or internal-target type and to group or ungroup your search results.
Main View Team Communicator
The Main View contains the Team Communicator Quick Search 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.
When you select Team Communicator, a toolbar is displayed. Enter a name, telephone number, or other keywords in the field to begin your search. The toolbar enables you to search all (
), search favorites (
), and search recent (
) contacts and internal targets. It also enables you to filter by contact or internal-target type, and to group or ungroup (
) your search results by category or type.
Initiating a New Interaction
To launch a new interaction (external or internal interaction), you must 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 e-mail address in the universal-lookup field.
As you type, Workspace Web Edition 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) you provide in the search field. Each field of the database is searched by using a “starts-with” search for the keywords you provide.
Results are returned in a list that is sorted according to the scoring rules. 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.
Result types might include the following:
- All types
- Agent
- Agent Group
- Routing Point
- Skill
- Contact
- Interaction Queue
Select the Sorting by Category icon (
) to arrange the search results by category. You can collapse categories by selecting the arrow displayed beside the name of the category.
Below the Quick Search field are four controls you can use to list previous contacts quickly.
From left to right, the buttons are the following:
- Search All — Select from all matching internal targets and contacts. Does not affect the sort order.
Show and Search my Corporate Favorites — Click to show only contacts/internal targets that you have flagged as corporate favorites. Sort is by category or type.- Show and Search my Recent Contacts/Targets — Select from the last 1 to 10 contacts/internal targets you have directly dialed, e-mailed, or monitored. Sort is by date.
- Filter by Type — Select the type to search, including Agent, Contact, Routing Point, Skill, Queue, Interaction Queue, and Agent Group.
- Sorting by Category/Sorting by Type — Select to sort by category or type.
Actions
Select the Action Menu pop-up list next to the internal target or contact you want to find.
From the list, you can:
- Select the kind of interaction you want to launch (voice, or new outbound e-mail).
Corporate Favorites
A favorite is an internal target or a contact you call frequently, or who you want to find quickly. Favorites categories might be pre-defined by your administrator. Corporate Favorites are read-only.
In the Team Communicator, corporate favorites are marked by a locked gold star (
). Your administrator might designate corporate favorites for you that might be context-sensitive, determined by your role, or with which contact you are currently interacting.
If you filter your Team Communicator search results by favorites, type, and/or category, the Team Communicator sorts favorites into the designated categories.
Note:
- You cannot edit or remove Corporate Favorites. These favorites are controlled by your administrator.