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224 Chapter 7 Real-time Monitors
Adding someone to a conversation
To add someone to a conversation
1. On the Conversation window, click the Invite someone to join this conversation icon.
2. Double-click a contact to add the contact to the conversation.
3. Click Send.
Responding to a message in Office Communicator
To respond to a chat message
1. Type a message.
2. Click Send.
Office Communicator sends your response to all chat session participants.
Hot desking
When an agent is configured as a Mitel hot desking agent, the agent can sit at any extension on the network
and log on to the extension. After the agent is logged on, the agent takes control of the extension. The agent's
Contact Center Client and soft phone real-time profile settings are available. Any previous associations with
the extension are taken out of service. When an agent logs off, the agent disconnects from the extension and
the default settings for the extension are restored automatically.
Providing Contact Center Client functionality to teleworkers
Using Teleworker Solution V4.5 or V5.0.12.0 and Contact Center Client, home-based agents and remote
agents and supervisors can perform telephony functions without the use of a Virtual Private Network (VPN).
NOTE: For V5.0.12.0, Teleworker Solution runs as Teleworker Service on the Mitel Border Gateway.
Using Contact Center Client, they can view real-time monitors and enable real-time alarming. Teleworkers can
use IP-based desk phones, automate their desk phone using Contact Center PhoneSet Manager, or use a
USB headset and Contact Center Softphone.
Teleworkers and supervisors at remote locations can
• Handle calls using Contact Center PhoneSet Manager or Contact Center Softphone
• View real-time monitors and enable real-time alarming
• Perform agent actions using Interactive Contact Center
• Move calls between queues and call back abandoned callers using Interactive Visual Queue
• Perform Management functions using Interactive Contact Center
• View historical events in simulated real-time in Auditor
• View Network Monitor
Agents and supervisors must be in the office to use Contact Center Chat. Supervisors must be in the office to
view Network Monitor maintenance alarms. Employees require a VPN authenticated connection or a LCS
Proxy server (non-VPN connection) to view reports using Contact Center Management and the online
presence of colleagues and partners using Microsoft Office Communicator in Contact Center Client.