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Contact management 571
Viewing current case history
To view all correspondence associated with the current case
1. In Outlook, double-click a contact in your Agent Inbox.
2. Click the Client history tab.
3. Click Display current case.
The case and transcript numbers for the current case are highlighted.
Viewing entire contact history
To view the entire history of all contacts
1. In Outlook, double-click a contact in your Agent Inbox.
2. Click the Client history tab.
3. Click Display entire history.
Viewing a specific contact history
To view a specific email, SMS, chat, or fax
1. In Outlook, double-click a contact in your Agent Inbox.
2. Click the Client history tab.
3. Click Display specific email/SMS/chat/fax.
4. Type the message ID, proceeded by pf (for example, pf0000000029).
5. Click OK.