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=Interaction vocale interne=
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=Internal Voice Interaction=
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{{#anc:Internal Voice Interaction}}
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['''Modified:''' 8.5.118.10]
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['''Modifié :''' 8.5.118.10]
 
  
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La fenêtre d'interaction vocale permet de gérer une interaction vocale avec une cible interne. Vous pouvez [[Internal_Voice_Interaction#Communicating_with_Another_Agent|communiquer avec d'autres agents]] ou cibles internes par l'intermédiaire de la barre d'outils [[Team_Communicator|Team Communicator]] dans la vue [[Main_Window|Fenêtre principale]] ou à partir de la vue d'[[Voice_Interaction|interaction vocale]] [[Internal_Voice_Interaction#Communicating_With_Another_Agent_While_Handling_an_Active_Interaction|tout en traitant un appel actif]] avec un contact.
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The Voice Interaction Window enables you to handle a voice interaction with an internal target. You can [[Internal_Voice_Interaction#Communicating_with_Another_Agent|communicate with other agents]] or internal targets by using the [[Team_Communicator|Team Communicator]] toolbar in the [[Main_Window|Main Window]] view, or from the [[Voice_Interaction|Voice Interaction]] view [[Internal_Voice_Interaction#Communicating_With_Another_Agent_While_Handling_an_Active_Interaction|while you are handling an active call]] with a Contact.
  
 
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{{AnchorDiv|Communicating_with_Another_Agent}}
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{{#anc:Communicating with Another Agent}}
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==Communicating with Another Agent==
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==Communication avec un autre agent==
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The Voice Interaction Window enables you to handle a call to another agent or internal target. To open this window, in the [[Main_Window|Main Window]], use the [[Team_Communicator|Team Communicator]] to find an internal-target agent and start a call.
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La fenêtre d'interaction vocale permet de gérer un appel d’un autre agent ou une autre cible interne. Pour ouvrir cette fenêtre, dans la [[Main_Window|fenêtre principale]], utilisez [[Team_Communicator|Team Communicator]] pour rechercher un agent cible interne et démarrer un appel.
 
  
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Dans le menu Action sur cible interne, sélectionnez '''Appeler <nom cible>''', où <nom cible> peut être un agent, une compétence, un groupe d’agents ou une file d’attente. Si la cible interne accepte votre invitation, l'état figurant dans la fenêtre d'interaction vocale devient '''Connecté. Vous pouvez alors parler avec la cible interne.
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In the Internal Target Action menu, select '''Call <target name>''', where <target name> might be an agent, a skill, an agent group, or queue. If the internal target accepts your invitation, the status in the Voice Interaction Window changes to '''Connected. You can now talk to the internal target.
  
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Lorsque vous parlez à une cible interne, vous avez accès aux mêmes commandes et fonctionnalités que lorsque vous parlez à un contact. Vous pouvez effectuer les opérations suivantes :
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You have access to the same controls and functionality when you are talking to an internal target as when you are talking to a contact. You can do the following:
  
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* Vérification de l'[[Voice_Interaction#Call_Status|état de l'appel]].
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* Check the [[Voice_Interaction#CallStatus|call status]].
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* Exécution d'[[Voice_Interaction#Call_Actions|actions sur l'appel]], telles que mettre fin à l'appel, mettre l'appel en attente, envoyer des signaux DTMF ou effectuer un transfert ou une conférence à partir de l'appel. Pour les agents VoIP/SIP, d'autres actions d'appel sont disponibles : enregistrer l'appel, activer ou désactiver le son de l'appel, et ajuster le volume du microphone et des haut-parleurs. Pour obtenir une liste des actions supplémentaires et des limites associées, consultez la rubrique [[Voice_Interaction#VoIP_SIP_enabled_agents|Interactions vocales]].
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* Perform [[Voice_Interaction#CallActions|call actions]], such as ending the call, putting the call on hold, sending DTMF, or transferring/conferencing the call. For VoIP-/SIP-enabled agents, the following additional call actions are available: record the call, mute and unmute the call, and adjust the microphone and speaker volumes. Refer to [[Voice_Interaction#VoIPAgents|Voice Interactions]] for a list of additional actions and limitations.
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* Affichage de l'[[Call_History|historique de l'appel]].
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* View the [[Call_History|call history]].
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* Définir un [[Disposition_Code|code de disposition]]
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* Set a [[Disposition_Code|disposition code]].
  
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Votre système peut être configuré pour vous permettre d’accéder au répondeur d’un autre agent ou d’un autre groupe d’agents. Si cette fonctionnalité est disponible pour vous, vous pouvez voir l’icône Courrier vocal ([[File:IW_851_Voicemail_Icon_Team_Communicator.png|link=]]) dans les résultats de recherche de [[Team_Communicator|Team Communicator]] lorsque vous recherchez un agent ou un groupe d’agents. Sélectionnez la cible de courrier vocal de la même manière que vous sélectionnez un appel vocal, un MI ou une interaction par e-mail. ['''Ajouté :''' 8.5.118.10]
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Your system might be set up to let you call the voicemail of another agent or an agent group. If this feature is available to you, you will see the Voicemail icon ([[File:IW_851_Voicemail_Icon_Team_Communicator.png|link=]]) in the [[Team_Communicator|Team Communicator]] search results when you search for an agent or agent group. Select the voicemail target in the same way that you select a voice call, IM, or email interaction. ['''Added:''' 8.5.118.10]
  
 
{{AnchorDiv|Communicating_With_Another_Agent_While_Handling_an_Active_Interaction}}
 
{{AnchorDiv|Communicating_With_Another_Agent_While_Handling_an_Active_Interaction}}
  
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{{#anc:Communicating with Another Agent While Handling an Active Interaction}}
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==Communicating with Another Agent While Handling an Active Interaction==
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==Communication avec un autre agent tout en gérant une interaction active==
 
  
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Workspace permet de gérer plusieurs [[Voice_Interaction|interactions vocales]] simultanément. Par exemple, vous pouvez mettre un appel actif en attente et lancer une nouvelle interaction vocale. Vous ferez généralement appel à cette technique pour consulter un autre agent ou interlocuteur interne qui ne sera pas associé au transfert ou à la conférence reposant sur l'appel actif.
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Workspace enables you to handle more than one [[Voice_Interaction|voice interaction]] simultaneously. For example, you can put an active call on hold and launch a new voice interaction. This is done, typically, to consult with another agent or internal target to whom you do not intend to transfer or conference the active call.
  
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En cours d'appel actif, utilisez la barre d'outils [[Team_Communicator|Team Communicator]] de la [[Main_Window|fenêtre principale]] pour lancer une [[Team_Communicator#Launch_a_New_Interaction|nouvelle interaction vocale]].
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While you are on an active call, use the [[Team_Communicator|Team Communicator]] toolbar in the [[Main_Window|Main Window]] to launch a [[Team_Communicator#Launching_a_New_Interaction|new voice interaction]].
  
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Vous pouvez aussi [[Internal_IM#Starting_an_IM_Session_from_an_Active_Voice_Interaction|lancer une session de messagerie instantanée avec une cible interne depuis l'appel actif]]. Les sessions MI lancées à partir d'un appel actif permettent à la cible interne de visualiser les [[Case_Data|données de contexte]], ainsi que les [[Contact_Record#Contact_Information_and_History|informations et l'historique relatifs au contact]]. Vous pouvez passer d'une [[Internal_IM#Transitioning_to_a_Voice_Consultation|session de messagerie instantanée interne]] à un appel de [[Voice_Consult|consultation vocale]].
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You can also [[Internal_IM#Starting_an_IM_Consultation_from_an_Active_Interaction|initiate an IM session with an internal target from the active call]]. IM sessions that are started from an active call enable the internal target to view [[Case_Data|case data]] and [[Contact_Record#Contact_Information_and_Contact_History|contact information and history]]. You can [[Internal_IM#Transitioning_an_IM_Consultation_to_a_Voice_Consultation|transition an internal IM session]] to a [[Voice_Consult|voice-consultation]] call.
  
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Si vous lancez une nouvelle interaction vocale, l'appel actif d'origine est mis en attente et vous êtes mis en relation avec la cible interne. Pour reprendre l'appel d'origine, cliquez sur le bouton '''Reprendre l'appel''' dans la fenêtre d'interaction vocale d'origine.
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If you start a new voice interaction, the original active call is put on hold, and you are connected to the internal target. To resume the original call, click the '''Resume Call''' button on the original voice interaction window.
  
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Vous pouvez vous connecter à l'appel de la cible interne tandis que l'appel d'origine est en attente. Les [[Voice_Interaction#Call_Actions|actions standard sur l'appel]] sont disponibles.
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While the original call is on hold, you can connect to the internal-target call. The [[Voice_Interaction#Call_Actions|standard call actions]] are available.
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==Related Resources==
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The ''Workspace Desktop Edition User's Guide'' (English only) provides detailed lessons for using all the features of Workspace. You might find the following lessons useful:
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* [https://docs.genesys.com/Documentation/IW/8.5.1/User/HandleAVoiceCall Handle a Voice Call]
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* [https://docs.genesys.com/Documentation/IW/8.5.1/User/MainWindow Main Window Basics]
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* [https://docs.genesys.com/Documentation/IW/8.5.1/User/WindowsAndViews Workspace Windows and Views]
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* [https://docs.genesys.com/Documentation/IW/8.5.1/User/BasicUseCaseSummary Basic Use-Case Summary]
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====Related topics====
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* [[Voice_Interaction|Voice Interactions]]
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* [[Composite_Views_Overview|Functionality Overview]]
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* [[Atomic_Views_Overview|Components, Features, and Controls]]
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* [[Welcome|Workspace Desktop Edition Help]]
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====Top 10 pages====
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# [[Welcome|Workspace Desktop Edition Help]]
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# [[Main_Window|Main Window]]
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# [[My_Status|My Status]]
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# [[Contact_Record|Contact Directory]]
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# [[Workbins|Workbins]]
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# [[Composite_Views_Overview|Functionality Overview]]
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# [[My_Messages|My Messages]]
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# [[Login|Login]]
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# [[Voice_Consult|Voice Consultation]]
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# [[Atomic_Views_Overview|Components, Features, and Controls]]
  
 
[[Category:Workspace_Desktop_Edition_8.5.1_Help]]
 
[[Category:Workspace_Desktop_Edition_8.5.1_Help]]
 
[[Category:V:IW:DRAFT]]
 
[[Category:V:IW:DRAFT]]

Version du décembre 7, 2017 à 12:50

Internal Voice Interaction

[Modified: 8.5.118.10]

The Voice Interaction Window enables you to handle a voice interaction with an internal target. You can communicate with other agents or internal targets by using the Team Communicator toolbar in the Main Window view, or from the Voice Interaction view while you are handling an active call with a Contact.

Communicating with Another Agent

The Voice Interaction Window enables you to handle a call to another agent or internal target. To open this window, in the Main Window, use the Team Communicator to find an internal-target agent and start a call.

In the Internal Target Action menu, select Call <target name>, where <target name> might be an agent, a skill, an agent group, or queue. If the internal target accepts your invitation, the status in the Voice Interaction Window changes to Connected. You can now talk to the internal target.

You have access to the same controls and functionality when you are talking to an internal target as when you are talking to a contact. You can do the following:

  • Check the call status.
  • Perform call actions, such as ending the call, putting the call on hold, sending DTMF, or transferring/conferencing the call. For VoIP-/SIP-enabled agents, the following additional call actions are available: record the call, mute and unmute the call, and adjust the microphone and speaker volumes. Refer to Voice Interactions for a list of additional actions and limitations.
  • View the call history.
  • Set a disposition code.

Your system might be set up to let you call the voicemail of another agent or an agent group. If this feature is available to you, you will see the Voicemail icon (IW 851 Voicemail Icon Team Communicator.png) in the Team Communicator search results when you search for an agent or agent group. Select the voicemail target in the same way that you select a voice call, IM, or email interaction. [Added: 8.5.118.10]

Communicating with Another Agent While Handling an Active Interaction

Workspace enables you to handle more than one voice interaction simultaneously. For example, you can put an active call on hold and launch a new voice interaction. This is done, typically, to consult with another agent or internal target to whom you do not intend to transfer or conference the active call.

While you are on an active call, use the Team Communicator toolbar in the Main Window to launch a new voice interaction.

You can also initiate an IM session with an internal target from the active call. IM sessions that are started from an active call enable the internal target to view case data and contact information and history. You can transition an internal IM session to a voice-consultation call.

If you start a new voice interaction, the original active call is put on hold, and you are connected to the internal target. To resume the original call, click the Resume Call button on the original voice interaction window.

While the original call is on hold, you can connect to the internal-target call. The standard call actions are available.

Related Resources

The Workspace Desktop Edition User's Guide (English only) provides detailed lessons for using all the features of Workspace. You might find the following lessons useful:

Related topics

Top 10 pages

  1. Workspace Desktop Edition Help
  2. Main Window
  3. My Status
  4. Contact Directory
  5. Workbins
  6. Functionality Overview
  7. My Messages
  8. Login
  9. Voice Consultation
  10. Components, Features, and Controls
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