Initiating a Work Item

This procedure describes how to initiate a work item.

To initiate a work item

1. Optionally, specify the recipient for the work item by selecting a contact or employee record, or by entering a phone number into the text input field.

   Note: Recipient information entered into the text input field of the communications toolbar applies to initiating voice calls only. It does not apply to initiating email, fax, wireless, or page messages.

2. Do one of the following:

   • If no work item has been initiated within the current session, then click Initiate Work Item to initiate a work item of the channel type that corresponds to the current context.

   • If a work item of a particular channel was previously initiated, then click the Initiate Work Item button to initiate another work item of the same channel type.

   • If you want to choose the channel type explicitly, then click the arrow next to the Initiate Work Item, then select a supported channel type from the displayed menu.

   • In some cases, you can initiate a voice call to a contact by clicking a hyperlink phone number in a list or by clicking a phone button next to a phone number in a form. This action does not use the communications toolbar.

3. If you did not specify contact information first, then do so now in the dialog box that appears.