User guide

Multimedia Contact Center
153
fax agent answers fax requests using Outlook with a Multimedia Contact Center Outlook
add-in, which allows agents to log in to Multimedia Contact Center to make themselves
available to answer the fax requests. Each agent is assigned a public folder, which is used
as an agent inbox for Multimedia Contact Center fax requests. All the Multimedia Contact
Center fax requests, routed to an agent, appear in the agent’s inbox. The agent is notified
either visibly or audibly that there is a fax request in their agent inbox.
Software interfaces
Figure 43 illustrates the Multimedia Contact Center Agent Desktop.
Figure 43 Multimedia Contact Center Agent Desktop