You can add agents to your contact list so that you can communicate with them from time to time and also know of their status whether they are online, offline or away.
To use the'Add an Agent' tab, the first thing you need to do is create a 'Agent Group'. You do this by clicking the 'Add a group' button on the Control Panel. This launches a new window where you enter your desired group name and click 'Ok'.
To add other agents to a group, click the 'Add a friend' button on the Control Panel. A new window will open where you enter the user name of the agent you want to add to your Contact list.
You must specify a group using the drop down menu on the Add a friend dialog. Then click 'Ok'. If the agent user name does not exist in the CallSite system, you will not be able to add it. To find a registered user, click the 'Search a user' button.
The 'Send a Message' button on the Control Panel opens the instant messaging dialog
To use the 'Send a Message' feature, you must specify the recipient of your message. This can be either a single person or a group. You can select the recipient in four ways:
- Highlight the recipient's or group's name in your Contact list before clicking the 'Send a Message' button.
- Click the 'friends' button and select a name from the drop down menu.
- Click the 'Search a user' button to find the recipient's name.
- Manually type the recipient's or group's name in the 'Send to' field.
Then, type your message into the 'Message' field. You can add color and change font, size and style of your message using the tools directly below the 'Message' field. To send your message, click the 'Send' button.
To delete an agent or a group of agents from your Contact list, simply highlight the agent or group name and click the 'Delete' button on the Control Panel. Before the deletion takes place, you will be asked to confirm with this prompt:
To complete the deletion, click 'Ok'.
