Accept
   Handling Phone Calls Overview
   Answering Preview Mode Calls
Accept button
Access
   Outgoing Phone Call Form
   Expert Desktop Interface and Controls
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Standard Responses Library
   Genesys Desktop Interface and Controls
   Outgoing E-Mail Form
   Incoming E-Mail Form
   Chat Window Interface
    Campaigns
    online Help file
       Expert Desktop Interface and Controls
       Genesys Desktop Interface and Controls
    SRL
    Standard Response Library
       Outgoing Phone Call Form
       Incoming Phone Call Form
       Expert Desktop Secondary Controls
       Outgoing E-Mail Form
       Incoming E-Mail Form
       Chat Window Interface
Action
Action Keys
   All Tab
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Outgoing E-Mail Form
   Incoming E-Mail Form
   By Agent Tab
   Chat Window Interface
Actions button
Actions on Stored Contact E-Mails
Activates Do
   Incoming Phone Call Form
   Genesys Desktop Interface and Controls
Active campaigns
Active Chat
Active Incoming E-mail
Active Outgoing E-mail
Active Phone Call
Add
   Standard Responses Library
   Adding Contacts
   Using Attachments
    Contacts
Add Chain
   Using Add and Get Chain
   Working on Pro-Active Preview Mode Calls
   Outbound Campaign Calls Interface
Add Chain button
    Outbound Campaign Calls
Add record
Add Record button
Advanced
Advanced Functions
After Call Work
After SENDING
    Invitation
Agent
   Expert Desktop Interface and Controls
   Genesys Desktop Interface and Controls
   Overview Agent
   Incoming E-Mail Form
Agent ID
   All Tab
   By Agent Tab
Agent Login
   Launching Genesys Desktop
   By Agent Tab
Agent Password
Agent Place Status
   Expert Desktop Interface and Controls
   Genesys Desktop Interface and Controls
Agent Spellcheck
Agent State
   Expert Desktop Interface and Controls
   Genesys Desktop Interface and Controls
Agent Status Bar
Agent Tab
Agent's e-mail
Agent's Place
All
   All Tab
   Handling E-Mail Overview
   Outgoing E-Mail Form
   Incoming E-Mail Form
   Replying to a Message
    Reply
       Handling E-Mail Overview
       Outgoing E-Mail Form
       Replying to a Message
    select
All Tab
Answer icon on Genesys Desktop
Answer Preview
Answering
   Answering Customer Direct Calls
   Answering Preview Mode Calls
    Customer Direct Calls
    Preview Mode Calls
Apply
   Using Settings
   Using Spelling Checker
Archived History/Current History
ASAP
   Handling VCB Preview Mode Calls
   Voice CallBack Interface
Attached
   Outgoing E-Mail Form
   Using Attachments
    Outgoing E-mail
Attached Data
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Genesys Desktop Interface and Controls
   Attached data
   Rerouting a Call
   Chat Window Interface
Attachments
   Standard Responses Library
   Using Attachments
    Incoming
    Outgoing
Auto Suggest Responses
Auto-markdone
Auto-Suggest
   Genesys Desktop Interface and Controls
   Replying to a Message
    use
AutoSpellCheck
Av.Draft
Available Options
   Expert Desktop Interface and Controls
   Genesys Desktop Interface and Controls



Browse
Buttons
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Outgoing E-Mail Form
   Incoming E-Mail Form
   Chat Window Interface
By Agent



Call Result
   Using Reschedule
   Voice CallBack Interface
Call Session window
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
Call Status
    Confirming
Callback Requests
   Handling Phone Calls Overview
   Web Callback Window Interface
Callback Tab
   Common Interaction Panes
   Web Callback Window Interface
Caller’s
Callincluding
Calling
   Desktop Terminology
   Rerouting a Call
    List
    Rerouting
    Transfer
Calls—Preview
Campaign Contact
   Desktop Terminology
   Working on Preview Mode Calls
Campaign Contact Information
Campaign icon
    toolbar
Campaigns
   Expert Desktop Interface and Controls
   Genesys Desktop Interface and Controls
   Working on Preview Mode Calls
   Working on Pro-Active Preview Mode Calls
    access
Cancel
   Handling VCB Preview Mode Calls
   Editing Contact Information
   Using Add and Get Chain
   Handling a Chat Session
   Attached data
   Incoming E-Mail Form
   Replying to a Message
Cancel Forward
   Expert Desktop Interface and Controls
   Using Settings
   Incoming Phone Call Form
   Genesys Desktop Interface and Controls
Categories
   Expert Desktop Secondary Controls
   Making a New Phone Call
   Chat Window Interface
Chained Records tab
   Outbound Campaign Calls Interface
   Using Add and Get Chain
Change
Change Contact
Changes
   Expert Desktop Interface and Controls
   Genesys Desktop Interface and Controls
    Logged In
       Expert Desktop Interface and Controls
       Genesys Desktop Interface and Controls
    Logged Out
       Expert Desktop Interface and Controls
       Genesys Desktop Interface and Controls
Chat
   Launching Genesys Desktop
   Handling a Chat Session
   Chat Window Interface
Chat Pending
Chat Session
    Handling
Chat Session window
    opens
Chat Sessions Overview
    Handling
Chat Window Interface
Check
   Handling a Chat Session
   Chat Window Interface
    Send
    Send Chat
Checker Options
    Spelling
Clicking
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Key to Contact History Icons
   Voice CallBack Interface
   Handling a Chat Session
   Incoming E-Mail Form
   Rerouting a Call
   Chat Window Interface
    Conference icon
       Outgoing Phone Call Form
       Incoming Phone Call Form
       Expert Desktop Secondary Controls
       Chat Window Interface
    Connect button
    History
    Reroute button
    Send
    Transfer icon
       Outgoing Phone Call Form
       Incoming Phone Call Form
       Expert Desktop Secondary Controls
       Incoming E-Mail Form
    View Transcript
       Outgoing Phone Call Form
       Expert Desktop Secondary Controls
       Incoming E-Mail Form
Close
   Finding Contact History
   Responding to a Collaborative E-Mail Request
   Creating a New Outgoing E-Mail Message
   Editing Contact Information
   Saving an E-Mail Message for Future Handling
   Using Spelling Checker
   Key to Contact History Icons
   Adding Contacts
   Merging Contact History
   Incoming E-Mail Form
   Working on Preview Mode Calls
   Using Attachments
    Directory
    e-mail
    OK button
Co-Browser Pane
Co-browser session
Collaboration
   Handling E-Mail Overview
   Inviting an Agent for E-Mail Collaboration
   Replying to a Message
    Select
Collaboration E-mail
Collaboration tab
Collaborative E-Mail Procedures Overview
Collaborative E-Mail Request
    Responding
Collaborative e-mails
Collapse Buttons
Comments
   Inviting an Agent for E-Mail Collaboration
   Using Notepad
Common Interaction Panes
Common Tools
Company's website
Conduct
    Pullback Transfer
    Reroute Transfer
Conference
   Using Conference
   Video Session Window Interface
Conference button
   Outgoing Phone Call Form
   Incoming Phone Call Form
Conference Completed
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Using Conference
Conference Completed icon
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Using Conference
Conference icon
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Using Conference
   Chat Window Interface
    Clicking
       Outgoing Phone Call Form
       Incoming Phone Call Form
       Expert Desktop Secondary Controls
       Chat Window Interface
Configuration Manager
Configuration Server
Confirming
    Call Status
Connect
   Working on Progressive/Predictive Mode Calls
   Launching Genesys Desktop
   Expert Desktop Interface and Controls
   Handling VCB Preview Mode Calls
   Handling Phone Calls Overview
   Incoming Phone Call Form
   Using Add and Get Chain
   Expert Desktop Secondary Controls
   Genesys Desktop Interface and Controls
   Making a New Phone Call
   Working on Preview Mode Calls
    Internet Explorer
    Outbound Campaign Calls
    T-Server
       Expert Desktop Interface and Controls
       Genesys Desktop Interface and Controls
    Voice CallBack
Connect button
   Handling VCB Dial Mode Calls
   Voice CallBack Interface
    clicked
Connect/Disconnect
Contact
   Finding Contact History
   Creating a New Outgoing E-Mail Message
   Maintaining Contact History
   Using Add and Get Chain
   Adding Contacts
   Merging Contact History
   Editing Contacts
   Inviting an Agent for E-Mail Collaboration
   Using Contact History Overview
   Using Contact Tab
    Adding
    Contact History
    Deleting
    Editing
    Finding
    Save
       Creating a New Outgoing E-Mail Message
       Adding Contacts
Contact History
   Outgoing Phone Call Form
   Finding Contact History
   Maintaining Contact History
   Phone Call Form Interface Overview
   Handling Phone Calls Overview
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Actions on Stored Contact E-Mails
   Adding Contacts
   Merging Contact History
   Editing Contacts
   Handling a Chat Session
   Outgoing E-Mail Form
   Using Contact History Overview
   Using Notepad
    Contact
    Create
    Finding
    Maintaining
    Merging
    Use
Contact History Icons
Contact Information
   Editing Contact Information
   Using Contact Tab
    Editing
    Use
Contact Information tab
Contact item
Contact Server Database
Contact tab
   Common Interaction Panes
   Using Contact Tab
Contact-related
Contact/History
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Outgoing E-Mail Form
   Incoming E-Mail Form
   Chat Window Interface
Contains
Context-related
   Genesys Desktop Interface and Controls
   Outgoing E-Mail Form
   Replying to a Message
Controls
   Expert Desktop Interface and Controls
   Genesys Desktop Interface and Controls
Creating
   Creating a New Outgoing E-Mail Message
   Using Contact History Overview
   Creating a New Outgoing Instant Message
    Contact History
    New Outgoing E-Mail Message
    New Outgoing Instant Message
CTI
   Expert Desktop Interface and Controls
   Using Expert Desktop Overview
   Genesys Desktop Interface and Controls
    require
CTI-enabled T-Server
CTI-Less
CTI-Less T-Server
   Expert Desktop Interface and Controls
   Using Expert Desktop Overview
   Genesys Desktop Interface and Controls
Custom
Custom Data
   All Tab
   Using Common Tools Overview
   Genesys Desktop Interface and Controls
   By Agent Tab
Custom Fields Pane
Custom Fields tab
Customer Direct Calls
    Answering
Customer Directory
Customer Records
   Outgoing Phone Call Form
   Incoming Phone Call Form
   Expert Desktop Secondary Controls
   Outgoing E-Mail Form
   Incoming E-Mail Form
   Inviting an Agent for E-Mail Collaboration
   Chat Window Interface
   Common Interaction Panes
Customer Records Area
Cycle
    Waiting


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