Handling an Open Media Interaction

If your contact center has Open Media capabilities, Genesys Desktop can route an Open Media request to your desktop.

An Open Media interaction happens in the following way:

  1. When a contact submits an Open Media interaction, a yellow Open Media icon (shown below) flashes on the Batch Navigation.

  1. Click this icon to open the Open Media window. In the Open Media interface, you can:

Note: Faxed documents are embedded as attachments, which can be viewed in a separate browser window by clicking the link.

  1. When you are finished:

Placing Your Open Media Interaction in a Queue

After you click Done, a window appears, displaying a list of routing queues.

Saving an Open Media Interaction in a Workbin

To save an Open Media interaction, click Move to, and then select a Workbin from the drop-down list. The interaction is closed, saved, and placed in the specified Workbin.

Opening an Open Media Interaction Saved in a Workbin

Open media interactions can be moved to and saved in various Workbins. To open a message that has been saved in a Workbin:

  1. Click the Workbins icon, and then select the Workbin where the Open Media has been saved.

  2. Select the Open Media interaction from the list in the Workbin.

  3. Click Open. The Open Media interaction is opened on the desktop.