##### Using Expert Desktop

# Using Expert Desktop OVERVIEW

Genesys Expert Contact functionality appears within Genesys Desktop when no CTI-enabled T-Server is connected to the web server.

The combination of Genesys Desktop and a CTI-Less T-Server enables a company to include people—located in back offices, branch offices, and other remote locations—as knowledge workers, without requiring a PBX/CTI link at those locations. A knowledge worker is a person who is considered an expert or specialist about the company’s products or services, and who handles those interactions that require his or her unique knowledge in order to support critical and complex customer needs.

While Genesys Desktop enables an enterprise to link branch, field, and remote offices that do not have CTI links, this functionality also enables:

- An agent to transfer a contact call to an appropriate expert through a CTI-Less T-Server (a "switch-less" T-Server), which does not require a CTI link at the branch office.

- An expert to handle incoming and outgoing calls, and to record telephony events—in some cases, because of several features that are available on the Expert Desktop version of the Genesys Desktop interface.

To become familiar with functions specific to the Expert Desktop functions, select from the following topics:

- The Expert

- Expert Desktop Interface and Controls

- Expert Desktop Secondary Controls

- Handling Expert Desktop Interactions Overview