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Siebel CTI Administration Guide > Communications Operations for End Users > Using the Communications Toolbar > Receiving Inbound Work ItemsWhen an inbound work item is routed to you, the Accept Work Item button blinks, and you can accept and begin working on the item. The Accept Work Item button shows what type of work item is coming in: a phone icon represents a voice call, an envelope icon represents an email message, and so on. When an inbound work item arrives, the following events might also occur:
Accepting an Inbound Work ItemThis procedure describes how to accept an inbound work item. To accept an inbound work item You can have multiple work items at the same time, such as voice calls on hold or other paused work items. However, only one work item is active at a time. The channel type of the active work item is indicated on the left side of the communications toolbar. Releasing an Inbound Work ItemThis procedure describes how to release an inbound work item. To release the current work item
NOTE: If you are working with an activity record or another type of record that is automatically associated with a work item, then you must save any changes to the record before you release the work item. In addition, in order to make changes after releasing the work item, you must first refresh the record. Otherwise, changes that you make to the record might be lost. |
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