3com IP Contact Center QUICK REFERENCE

3Com®IP C

ONTACTCENTERDESKTOP

QUICK REFERENCE

3Com IPCC Desktop Manager Components

1

2

3Com IPCC

1

Desktop toolbar

3 5 6

Provides buttons and menus that enable you to handle
contacts, change your user state, generate touch tones,

4

adjust the volume, access online Help, open applications, and
log off the 3Com IPCC Desktop. The buttons that are
available on the toolbar are determined by your user role and
the task you are currently performing.

Contact panel Provides access to four lines that enable you to accept

2

immediate-assistance voice, e-mail, Web, voice message,
and callback contacts; answer inbound and internal voice
calls and Web collaboration sessions; and make outbound
phone calls.

Bulletin bar Displays bulletins issued by supervisors and administrators

3

and, for authorized users, displays system messages, alarms,
and emergency notifications.

4

Real-Time
Status Viewer

Enables you to view your personal user state and contact­handling statistics on the My Statistics tab in 3Com IPCC
Real-Time Status Viewer. Access to the My Statistics tab is
available to users with the “Enable agent personal statistics”
class of service setting enabled in their Contact Handling
feature set.

Personal Status

5

panel

Displays your current user state, the node to which you are
currently connected, the number of e-mail, voice message, or
callback contacts in your 3Com Pending folder, the level and
number of voice contacts waiting in the queue, the media
types you are set up to handle, and whether or not the
applications that provide the functionality for the media
components are available.

Shutter bar Enables you to open and close applications managed by the

6

3Com IPCC Desktop. The upper section (Quick Launch)
enables you to open external applications managed by the
3Com IPCC Desktop. The lower section (Open Applications)
enables you to minimize open application windows to the
shutter bar and restore application windows to their previous
state in the 3Com IPCC workspace.

3Com IPCC DESKTOP

LOG ON

1 Double-click the 3Com IPCC icon on

your Windows desktop.

2 Enter your logon name and password.
3 Select the name of the node you want to

log on to.

4 Click the Log On button.

C

HANGE YOUR PASSWORD

1 If you are logged on, log off the 3Com

IPCC Desktop.

2 Double-click the 3Com icon on your

Windows desktop.

3 Click the Change Password link.
4 Type your logon name.
5 Type your current password.
6 Type and verify your new password.
7 Click Change Password.
8 Click Logon Window to return to the

logon window.

S

TART APPLICATIONS

` To start an 3Com IPCC application, click

the application icon on the 3Com IPCC
Desktop toolbar.

` To start an external application

managed by the 3Com IPCC Desktop,
click the application icon in the Quick
Launch section of the shutter bar.

` To maximize an open application

window in the 3Com IPCC workspace,
minimize all other windows.

` To close an application, click the

button in the title bar of the application
window.

Note: You may not be able to exit
certain applications if the application is
required for a task.

V

IEW PERSONAL STATUS

` View the Personal Status panel in the

3Com IPCC Desktop Manager to see
the following:

■ Your current user state and the

amount of time you have spent in the
user state.

■ The number of items in your 3Com

Pending folder in Outlook Express.

■ The level of voice contacts waiting in

queue. The number to the right of the
icon indicates the total number of
voice contacts in your worst
performing classification. (For
information, see “Monitor the level of
calls waiting” on page 4.)

■ Your assigned media types and

whether or not the application that
provides the functionality for the
media component is available. (For
information, see “Detect when a
media component is not available” on
page 11.)

V

IEW MY STATISTICS

W

ORK WITH WINDOWS

` To open an application that is already

running, click the application icon in the
Open Applications section of the shutter
bar.

` To minimize an application window to

the shutter bar, click the button on
the title bar of the application window.

` To switch between two open application

windows, click the title bar of the
application window.

2•3Com IP Contact Center Desktop Quick Reference

` In the Real-Time Status Viewer, click the

My Statistics tab to view the following
personal statistics for the logged-on
user:

■ User-state statistics.

■ Immediate- and deferred-assistance

contact-handling statistics.

■ Classification statistics from across all

nodes.

V

IEW BULLETINS

The most recently issued bulletin is
displayed on the bulletin bar. To view
previously issued bulletins:

` Click the down arrow on the bulletin

bar.

P

LACE YOURSELF IN THE

AVAILABLE STATE

` On the Change State menu, select

Available.

A

CCEPT A CONTACT

` Click anywhere in the panel that

represents the contact (except for the

button).

Note: If you are set up for auto-answer,
you do not need to do anything to
accept an immediate-assistance
contact—you are connected as soon as
the contact is presented to you.

I

SSUE AN IDLE REQUEST

` From the Change State→Idle menu,

select a reason. If your request is
granted, you are immediately placed in
the Idle state.

To ensure that your status is reported
accurately, select another option when
the reason you are in the Idle state
changes.

C

HANGE AN IDLE REASON

` While in the Idle state, select a reason

from the Change State
Personal Status panel displays the new
reason.

→Idle menu. The

BE

COACHED BY A

SUPERVISOR

Voice . You can hear both the supervisor
and the caller. The caller can hear you but
not the supervisor.

Web. You can see both the supervisor’s
and the caller’s text messages. The caller
can see your text messages, but cannot
see the supervisor’s text messages. If the
caller entered a valid e-mail address when
initiating the contact, the entire transcript
will be sent to the caller after the Web
collaboration session is disconnected.

W

HEN THE SUPERVI SOR

BARGES IN

When a supervisor barges in on a voice or
Web contact, the contact becomes a voice
or Web conference until one or more
parties disconnect.

E

NTER WRAP-UP DATA

` When prompted after you disconnect an

immediate-assistance contact, select a
code from the Wrap Up menu, and then
click Done.

` While connected with a contact, select a

code from the Wrap Up menu. After you
disconnect the contact, you are
immediately placed in the Available
state or the Idle state, depending on
how you are set up.

Note: If you anticipate additional
wrap-up tasks after you disconnect the
contact, do not select a wrap-up code
while you are connected with the
contact.

R

EPORT AN EMERGENCY

BE

MONITORED BY A

SUPERVISOR

Voice . If monitoring tones are enabled,
both you and the caller can hear a tone
during the monitoring session.

Web. Neither you nor the caller have any
indication that the Web collaboration
session is being monitored.

3Com IP Contact Center Desktop Quick Reference •3

` Click the button on the 3Com IPCC

Desktop toolbar.

Note: Check with your supervisor for
specific tasks you should perform in any
emergency.

GET

HELP

` To get Help for the 3Com IPCC Desktop,

click the button on the 3Com IPCC
Desktop toolbar.

` To view information about a particular

window or dialog box, click the Help
button in the window or dialog box.

LOG

OFF

` Click the button on the 3Com IPCC

Desktop toolbar.

VOICE FUNCTIONS

M

ONITOR THE LEVEL OF

CALLS WAITI NG

` Watch the calls waiting indicator (the

number to the right of this icon indicates
the number of contacts in queue) in the
Personal Status panel.

As the level of calls waiting increases,
the color of the indicator icon changes
from green to yellow, and then from
yellow to red. It is important to monitor
the calls waiting indicator, ensure that
you handle calls efficiently, and make
yourself available for the calls waiting to
be answered.

U

SING A PHONE OTHER THAN

THE

3Com IPCC

PHONE

SOFT

If you use a phone other than the 3Com
IPCC Soft Phone (also called an alternative
phone device or 3Com IPCC Phone Set),
see the 3Com IP Contact Center Desktop
User’s Guide for specific instructions.

A

NSWER A CALL

` Click anywhere in the contact panel that

represents the call (except for the
button).

Note: If you are set up for auto-answer
and the call is an immediate-assistance
voice contact, you do not need to do
anything to answer the call—you are
connected as soon as the call is
presented to you.

PUT A

CALL ON HOLD

` Click the button on the 3Com IPCC

Desktop toolbar.

To take the call off hold, click the button
again, or click the contact panel.

M

UTE A CALL

` Click the button on the 3Com IPCC

Desktop toolbar. The other party can no
longer hear you.

To take the call off Mute, click the button
again.

R

ECORD A CALL

` Click the Record button on the

3Com IPCC Desktop toolbar.

The recording button changes from red
to green.

` To stop recording, either click the Stop

Recording button or disconnect the
call.

The recording button changes from
green to red.

T

RANSFER A CALL

TO ANOTHER USER

1 While connected, click the button to

put the call on hold.

2 Make a call to the party to whom you

want to transfer the call.

3 Announce the transfer.
4 Click the button on the 3Com IPCC

Desktop toolbar.

5 Click the contact panel that represents

the call you are transferring. The
borders of the contact panel are
highlighted.

6 When prompted, select a wrap-up code

and click Done.

T

RANSFER A CALL

TO A CLASSIFICATION

1 While connected, click the button to

put the call on hold.

2 Click the button on the 3Com IPCC

Desktop toolbar.

3 Select a classification and click the

Transfer button.

4 When prompted, select a wrap-up code

and click Done.

4•3Com IP Contact Center Desktop Quick Reference

E

STABLISH A CONFERENCE

1 While connected, click the button to

put the call on hold.

2 Make a call to the party you want to

conference in on the call.

3 Click the button on the 3Com IPCC

Desktop toolbar.

4 Click the contact panel that represents

the first call. The contact panel is
highlighted.

A

DJUST THE VOLUM E ON
YOUR HEADSET OR
MICROPHONE

1 Click the button on the 3Com IPCC

Desktop toolbar.

2 Do one of the following:

■ To adjust the volume on your speaker:

In the Speaker Volume field, drag the
slider to the left to lower the volume
and to the right to raise the volume.

■ To adjust the volume of your

microphone: In the Microphone
Volume field, drag the slider to the left
to lower the volume and to the right to
raise the volume.

M

AKE AN INTERNAL CALL

1 Place yourself in the Idle state.
2 Click the button on the 3Com IPCC

Desktop toolbar.

3 Click the Internal tab.
4 Do one of the following:

■ To redial the last user you called,

verify that the logon name is in the
User Name to Dial field.

■ To redial one of the last 10 users you

called, select a logon name from the
Recent Calls list.

■ To call another user, select a user

name from the Select from List list or
type the user name in the User Name
to Dial field.

5 Click the Call button.

M

AKE AN EXTE RN AL CALL

1 Place yourself in the Idle state.
2 Click the button on the 3Com IPCC

Desktop toolbar.

3 Do one of the following:

■ To redial the last external number you

■ To redial one of the last 10 external

■ To call another external party, select

4 In the Outbound Access field, select a

trunk group.

5 Click the Call button.

M

AKE A CALL IN RESPONSE

TO A CALLBACK

1 In Outlook Express, navigate to a

message with a link to a callback
request and open the message.

2 Click the callback link.
3 Modify the number in the Phone

Number to Dial field, if necessary.

4 In the Outbound Access field, select a

trunk group.

5 Click the Call button.
6 When finished with the contact, click the

the message window.

G

ENERATE TOUCH TONES

1 Click the button on the 3Com IPCC

Desktop toolbar.

2 Click the keypad buttons to generate

touch tones. Each touch tone is
generated immediately and the
corresponding character is displayed in
the text field. To clear the characters
from the field, click the Clear button.

called, verify that number is displayed
in the Phone Number to Dial field.

numbers you called, select a number
from the Recent Calls list.

an entry from the Select from List list
or type a number in the Phone
Number to Dial field.

button in the contact panel and the
button in the upper-right corner of

3Com IP Contact Center Desktop Quick Reference •5

A

CCESS VOIC E MESSAGES

1 In Outlook Express, navigate to a

message with a link to a voice message
and open the message.

2 Click the voice message link. The 3Com

IPCC Center system places an internal
call to the voice server and plays the
voice message. When playback is
finished, the system automatically
removes the contact from the panel bar.

To stop playback, click the button in
the contact panel. To replay the voice
message, click the voice message link
again.

3 When finished, click the button in

the upper-right corner of the message
window.

A

CCESS VOICE MESSAGES

F

ROM A REMOTE LOCATION

` You can listen to voice messages in your

3Com inbox folder from a remote
location if your contact center is
configured to allow remote voice
message access, using any touchtone
phone. Ask your 3Com IPCC Center
system administrator for the remote
access code and the DID number.

Listen to your voice messages as follows:

1 Call the remote access number.
2 When prompted to do so, enter your DID

number and password.

3 Follow the prompts to listen to your

voice messages.

D

ISCONNECT A CALL

` Click the button in the contact panel

or click the button on the 3Com
IPCC Desktop toolbar.

E-MAIL FUNCTIONS

LOG ON TO
E

XPRESS ACCOUNT

1 In the Outlook Express window, do one

of the following:

■ Click your logon name in the Folders

list, and then click the IMAP Folders
button.

THE OUTLOOK

■ Click Yes or OK in the information

message window that appears after
the Outlook Express window is
displayed.

2 In the Logon dialog box, verify that the

User Name field contains your 3Com
IPCC Desktop logon name, type your
3Com IPCC Desktop password, and
then click the OK button.

3 In the Show/Hide IMAP folders dialog

box, click the OK button.

B

ROWSE CLASSIFICATION

FOLDER S

The Classifications folder contains
subfolders for each classification for which
you handle e-mail, voice message, or
callback contacts. You can only view and
claim messages to which you are
authorized.

1 In the Folders section of the Outlook

Express window, click to expand the
Shared folder and the Classifications
folder.

Classification
folders

2 Click a folder to display messages for

the classification.

C

LAIM A MESSAGE

1 Browse the classification folders to

locate a message to claim.

2 Select one or more messages in the

Message list.

3 Drag the messages to your 3Com inbox

folder or Pending folder.

■ Inbox Folder. If you move the

message to your inbox folder, a
timestamp appears in the subject line
indicating the amount of time you
have to respond to the message
before it is escalated.

■ Pending Folder. If you move the

message to your Pending folder, the
Pending Work field in the Personal
Status panel increments by one (1)

6•3Com IP Contact Center Desktop Quick Reference

or—if the message is part of a
thread—the total number of
messages in the thread.

After responding, you must delete the
message to remove it from the
Pending folder. For information about
deleting a message, see “Delete a
message” on the next page.

O

PEN A MESSAGE

` Double-click the message in the

message list to open the message in its
own window.

` Click the message to open it in the

preview pane.

R

ESPOND TO A MESSAGE

1 Claim a message to your 3Com inbox or

Pending folder.

2 Open the message and do one of the

following:

■ If the message is an e-mail contact,

click the button at the top of the
message window, enter your
response, and then click the
button in the message window.

■ If the message is a voice message or

a callback contact, access the voice
message or make the call as
described on page 6.

3 Delete the message from the folder, if

necessary.

F

ORWARD A MESSAGE

1 Claim a message to your 3Com inbox

folder.

2 Open the message.
3 Click the button at the top of the

message window.

4 Enter the recipient’s e-mail address in

the Address field.

5 Click the button at the top of the

message window.

D

ELETE A MESSAGE

1 Select the message in the Outlook

Express message list.

2 Click the button on the Outlook

Express toolbar.

S

END AN E-MAIL MESSAGE

TO ANOTHER USER

1 Click the button on the 3Com IPCC

Desktop toolbar.

2 Do one of the following:

■ To send a message to the last user to

whom you sent a message, verify the
logon name in the User Name to E­mail field.

■ To send a message to one of the last

10 users to whom you sent a
message, select a logon name from
the Recent Calls list.

■ To send a message to another user,

select the user name or type the logon
name of the user in the User Name to
E-mail field.

3 Click the E-mail button.
4 Enter a subject in the Subject field and a

message in the message window.

5 Click the button at the top of the

message window.

S

END AN E-MAIL MESSAGE

TO AN EXTERNAL ADDRESS

1 Click the Create Mail button in the

Outlook Express window.

2 Type the recipient’s e-mail address in

the To field.

3 Enter a subject in the Subject field and a

message in the message window.

4 Click the button at the top of the

message window.

A

CCEPT AN ESCALATED
E-MAIL, VOICE MESSAGE, OR
CALLBACK CONTACT

` Click anywhere in the panel that

represents the e-mail, voice message,
or callback contact (except the
button).

Note: If you do not respond immediately
after you accept the contact, click the

button in the contact panel to save

the message to your Pending folder.

3Com IP Contact Center Desktop Quick Reference •7

T

RANSFER AN ESCALATED

CONTACT TO A USER

To transfer an escalated e-mail, voice
message, or callback contact to a user:

1 While connected with a contact, click the

button on the 3Com IPCC Desktop

toolbar.

2 Select the user name or type the logon

name of the user in the User Name to
E-mail field.

3 Click the E-mail button.
4 Close the message window.

T

RANSFER AN ESCALATED
CONTACT TO A
CLASSIFICATION

To transfer an escalated e-mail, voice
message, or callback contact to a
classification:

1 While connected with a contact, click the

button on the 3Com IPCC Desktop

toolbar.

2 Select a classification.
3 Click the E-mail button.
4 Close the message window.

GET

HELP FOR OUTLOOK

` In the Outlook Express window, select

Help

→Contents, and then click Index.

WEB COLLABOR ATION FUNCTIONS

A

CCEPT A WEB CONTACT

` Click anywhere in the contact panel that

represents the Web contact (except for
the button).

The 3Com IPCC Web Collaboration
window opens, if necessary, and
displays caller information and the Web
page sent with the caller information.

V

IEW CALLER INFORMATION

` Look at the caller information panel in

the 3Com IPCC Web Collaboration
window.

The panel displays the name, phone
number, and e-mail address submitted
by the caller (immediate- assistance
Web contacts only), the caller’s Web
browser information sent by the 3Com
IPCC Center system, and the current
connection status.

Caller: Michael
Phone: [phone]
E-mail: [e-mail]
Browser: IE 6.0 on Windows
Your call has been connected.

S

END TEXT MESSAGES

1 After a Web collaboration session is

established, type text in the text
message panel of your 3Com IPCC
Web Collaboration window.

2 Click the Send button or press the Enter

key.

Message entries appear in the chat
transcript panel, preceded by a unique
ID; for example, <caller> or <logon
name>.

S

HARE WEB PAGES

1 Send a text message to inform the other

participants that you are about to display
a Web page.

2 Enter the URL in the Address field of the

Web browser (either type the address,
click a link on a Web page, or select a
saved page from your Favorites folder).

3 Press the Enter key. The Web page is

displayed immediately in the page
sharing frame of the 3Com IPCC Web
Collaboration window.

H

ELP A CALLER WITH A WEB

FORM

1 While connected with a Web contact,

navigate to the form that you want to
help the caller complete.

2 Enter text or make changes on the Web

form. Any changes are immediately
reflected on the Web form and can be
viewed by you and the caller
simultaneously.

8•3Com IP Contact Center Desktop Quick Reference

C

ALL A CUSTOMER DURING A

WEB

SESSION

1 Click the caller’s phone number in the

caller information panel.

2 In the New Voice Call dialog box, make

any necessary changes to the phone
number and outbound access
information.

3 Click the Call button. The 3Com IPCC

system places an outbound call to the
customer.

4 To disconnect from the call and the Web

collaboration session, click the
button in both contact panels.

H

IGHLIGHT TEXT

1 Select the text that you want to highlight

in the page sharing frame of the Web
Collaboration window.

2 Click the Highlight button. After text on a

Web page is highlighted, you cannot
remove the highlight.

H

ANDLE A

MEET-ME SESSION

Before you begin, be sure that you have
your logon name, your meet-me ID, and the
meet-me session URL.

Note: Click the button on the 3Com
IPCC Desktop toolbar to locate your
current meet-me ID.

1 While connected with a voice contact,

tell the caller to go to the appropriate
URL.

2 Instruct the caller to enter your logon

name and meet-me ID and then click
the Submit button.

Note: You can also send the information
in an e-mail message.

3 Accept the inbound Web contact.
4 Conduct a Web collaboration session

with the caller.

5 To disconnect from the call and the Web

collaboration session, click the
button in both contact panels.

I

NITIATE A WEB SESSION

1 Click the button on the 3Com IPCC

Desktop toolbar.

2 Do one of the following:

■ To connect to the last user with whom

you initiated a session, verify the
logon name in the User Name to
Connect field.

■ To connect to one of the last 10 users

with whom you initiated a session,
select a logon name from the Recent
Calls list.

■ To connect to another user, select the

user name or type the logon name of
the user in the User Name to Connect
field.

3 Click the Connect button. The 3Com

IPCC system initiates a session with the
user.

4 Conduct a Web collaboration session

with the caller.

5 When complete, disconnect the Web

contact.

T

RANSFER A WEB CONTACT

TO USER

1 While connected with a Web contact,

initiate a Web session with another
3Com IPCC Desktop user.

2 When the second participant is

connected, announce the transfer.

3 Click the button on the 3Com IPCC

Desktop toolbar and click the contact
panel that represents the original
session.

4 When prompted, select a wrap-up code

and click Done.

T

RANSFER A WEB CONTACT

TO A CLASSIFICATION

1 While connected with a Web contact,

click the button on the 3Com IPCC
Desktop toolbar.

2 Select a classification and click the

Transfer button.

3 When prompted, select a wrap-up code

and click Done.

3Com IP Contact Center Desktop Quick Reference •9

E

STABLISH A WEB
CONFERENCE

1 While connected with a Web contact,

initiate a Web session with another user.

2 When the second participant is

connected, click the button on the
3Com IPCC Desktop toolbar.

3 Click the contact panel that represents

the first participant.

D

ISCONNECT A WEB

CONTACT

` Click the button in the contact panel.

■ The contact panel is removed from

the panel bar.

■ The chat transcript panel indicates

that the session is disconnected and
the Web collaboration window is
minimized to the shutter bar.

■ A transcript of the session, including

comments from monitoring and
coaching, is stored and is sent to the
caller, if the caller entered a valid
e-mail address.

3Com IPCC C
H

ISTOR Y VIEWER

S

TART CONTACT HISTORY

V

IEWER

ONTACT

` Click the button on the 3Com IPCC

Desktop toolbar.

Note: If the 3Com IPCC Contact History
Viewer icon appears dimmed, you do not
have access to the application.

S

EARCH PRIOR CONTACTS

1 Enter your criteria in the Search Criteria

section of the 3Com IPCC Contact
History Viewer window.

2 Click the Search button.

S

TOP A SEARCH

` While a search is in progress, click the

Stop button in the Search Criteria
section.

C

LEAR SEARCH CRITERIA

` After a search is complete, click the

Reset button in the Search Criteria
section.

` If you want to clear only the date

selection and retain the remainder of the
search settings, click the Clear Date
Selection button.

R

EVIEW SEARCH RESULTS

Search results appear in the Results
section of the 3Com IPCC Contact History
Viewer.

■ Click a button next to the name of a

classification to display the contacts.

■ Click a button next to a contact to

display a list of contact segments and
the contact summary.

■ Click a button next to a contact

segment to display details of that
segment.

R

EVIEW MEDIA COMPONENTS

You must have the appropriate access
privileges to view a handled e-mail
message or Web collaboration transcript,
or to play a voice message or recording.

1 In the Search Criteria section, search for

the appropriate contact type. For
example, if you are searching for voice
contacts that include recorded
components, click the “Only show items
with recorded content” checkbox.

2 In the Results section, click the

button next to a segment to display the
details of the segment. If you are
authorized to review the media
component and it is included in the
contact segment, the Voice Message or
the View Messages field is enabled.

3 In the Details section, click the button in

the Voice Message or View Messages
field. For example, if you are reviewing a
Web collaboration transcript, click the
Read Web Collaboration Transcript
button in the View Messages field.

The appropriate application or 3Com
IPCC Desktop component opens:

10 • 3Com IP Contact Center Desktop Quick Reference

■ Web collaboration transcripts, e-mail

messages, voice messages, and
callback requests are displayed in a
browser window.

■ Voice recordings are played

immediately by way of an internal call
to the 3Com IPCC Voice Manager.

4 When finished, close the application

window or disconnect the contact in the
contact panel.

GET H
C

OMMON ISSUES

C

ALL A SUPERVI SOR

ELP FOR

1 Click the button on the 3Com IPCC

Desktop toolbar.

2 Select a name from the Supervisors list.
3 Click the Call button. If you are

connected on another call, that call is
immediately put on hold.

I

NITIATE A WEB CHAT WITH

A SUPERVISOR

1 Click the button on the 3Com IPCC

Desktop toolbar.

2 Select a name from the Supervisors list.
3 Click the Connect button. The 3Com

IPCC system initiates a session with the
supervisor.

4 Exchange text messages in the chat

transcript panel of the 3Com IPCC Web
Collaboration window.

S

END AN E-MAIL MESSAGE
TO A SUPERVISOR

1 Click the button on the 3Com IPCC

Desktop toolbar.

2 Select a name from the Supervisors list.
3 Click the E-mail button.
4 Enter a subject and message in the

e-mail message window.

5 Click the button at the top of the

e-mail message window. The message
is delivered to the supervisor’s 3Com
inbox folder.

GET

OUT OF THE

NOT R

ESPONDING STATE

` On the Change State menu, select

Resume.

D

ETECT WHEN A MEDIA
COMPONENT IS NOT
AVAILA BLE

The following icons may be displayed in
your Personal Status panel when either of
the following situations occur: (1) the
application required to run a media type to
which you are assigned is not running on
your computer, or (2) the corresponding
application server is unavailable.

Application Server

Soft Phone Vo ic e

While access to an application or the
server is interrupted, you cannot receive
immediate-assistance contacts and cannot
claim deferred-assistance contacts of that
media type.

For information about what to do when a
media type to which you are assigned is
unavailable, refer to the 3Com IPCC
Desktop online Help.

Internet
Explorer

Outlook
Express or
MUAA

Soft Phone,
Outlook
Express, or
MUAA

Soft Phone,
Outlook
Express, or
MUAA

Web
collaboration

E-mail or
Voi ce

E-mail or
Voi ce

E-mail or
Voi ce

3Com IP Contact Center Desktop Quick Reference •11

3Com IPCC Desktop Toolbar Buttons

Disconnect a contact.

Transfer a contact to another 3Com IPCC Desktop user.

Establish a voice or Web collaboration conference.

Put a voice contact on hold.

Open the New Voice Call address book to initiate a voice contact.

Open the New Web Session address book to initiate a Web
collaboration session.

Open the New E-mail Message address book to create an e-mail
message.

Transfer an immediate-assistance contact to another classification.

Change your user state or log off the 3Com IPCC Desktop.

Open the Phone Controls dialog box to generate touch tones during
a voice contact, adjust the volume on your headset or microphone,
or specify that the incoming call ring is generated on an alternate
speaker.

Open 3Com IPCC Contact History Viewer.

Open Real-Time Status Viewer and click on the My Statistics tab to
view personal statistics.

Prevent the other parties in a voice contact from hearing you.

Record a voice contact.

Notify all logged-on supervisors of an emergency during a contact.

Log off the 3Com IPCC Desktop and all applications managed by
the 3Com IPCC Desktop.

Display the 3Com IPCC Desktop Help system.

Open the About box to verify the software version of the 3Com IPCC
Desktop or get your meet-me ID.

Copyright © 2006, 3Com Corporation
All rights reserved.

3Com Corporation is headquartered in Marlborough, MA.

3Com and the 3Com logo are registered trademarks of 3Com Corporation. Shutters® is a registered
trademark of Nuasis Corporation. Other product and company names herein may be the trademarks of
their respective owners.

Product Version 7
Part Number 900-0360-01, Rev. AA
Published May 2006