Configure Closed Reasons - Nortel Contact Center Multimedia Installation And Maintenance Manual

Configuring Web communications settings

Configure closed reasons

You can use closed reasons in Contact Center Multimedia/Outbound to indicate
why a text chat session, a scheduled callback, or an e-mail contact is closed.
By default, no closed reasons are configured. If no closed reasons are configured
in the Multimedia Administrator application, then the agent is not required to
select a closed reason. If one or more closed reasons are configured, then the
agent must select a closed reason to close the contact.
Creating a closed reason
You can configure closed reasons for your multimedia contacts.
You can assign one closed reason as a default reason. The default reason is
selected automatically when the agent closes a contact. The agent can select
another closed reason before completing the contact.
To create a closed reason
1 Log on to the Multimedia Administrator.
2 Expand Contact Center Multimedia/Outbound.
3 Expand Agent Desktop Administration.
1170 Contact Center Multimedia/Outbound
Standard 7.16