Instant Messaging

The Instant Messaging (IM) feature allows you to quickly and easily initiate an Instant Messaging conversation in the following areas of the MiVoice Business Console:

• Directories area

• Queued Calls area, except Incoming Calls queue

• Transfer Assistant area

• Destination area

For this feature to work, Presence Integration must be enabled and the party you wish to chat with must be a MiCollab client or a third-party client (supported through MiCollab Federation).

Depending on how you initiate the IM conversation, the Instant Messaging feature may automatically populate the IM conversation window fields and body text with the following:

• Participant - the IM address of the entry you selected.

• IM body text - the selected predefined message text, if available (for example, “This person would like you to call them back.”)

To start a new chat or to view a previous chat for a specific user

1. Double-click on the user’s presence field in the directories, queued calls, or transfer assistant areas to open the chat window for the user.

   Note: If the Presence field is blank for the entry, the IM option is not available. If the presence icon is grey, chat is unavailable.

2. Press Chat , or the Chat keyboard key to open the chat window and click the user’s entry in the chat list on the left side.

   Note: To view previous chats for a user that is not in the chat list, enter the user's name in the search area at the top of the chat list and click on the user or select the user and press enter. You can also open previous conversations by double clicking on the user's presence field in the console's main window.
   Note: If you use Cloudlink Chat, the list also includes contacts that have sent you messages when the console is closed.

3. Enter your message in the lower right text box and click Send.

   Note: If you are in a call, the source party’s name and number are automatically populated in your new chat message.
   Note: To clear the entered text, click Cancel.

To send a predefined message to a specific user

1. Right-click on the user’s entry in the console’s main window.
2. Click IM from the pop-up menu.
3. Click Send Instant Message.
4. Select the appropriate predefined message, if available.
   Note: If you are in a call, the source party's name and number is automatically populated in a new chat message, followed by the selected predefined message. If you are not in a call, only the predefined message is populated.
   Note: If predefined messages are not available, the message sub-menu option is not displayed. In this case, the chat window is opened to enter the message.

Receiving chat messages from other users

When another user sends you a message:

• The chat button in the toolbar and the chat button in the chat window are updated with an unread message indication .
• An unread message indication (red dot) is placed beside the sender's entry in the chat list.
• Windows visual and audible notifications are provided (supported on windows 10 if notifications are enabled on your PC).

To view a chat message received from another user

1. Press Chat , or the Chat keyboard key to open the chat window and select the user with the unread message indication (red dot) from the chat list.

   OR

2. Double-click on the user’s presence field in the directories, queued calls, or transfer assistant areas.