##### USING Basic GENESYS Desktop Functions > handling Open Media

# Open Media Interface

Genesys Desktop has several features and procedures that help you respond more effectively to Open Media.

The Open Media interface enables you to respond to contacts and to enter information about the interaction. This information is saved in the Contact History.

When an Open Media interaction is directed to your Genesys Desktop, a yellow Open Media icon (shown below) flashes on the Batch Navigation pane.

- Click the icon to open the Open Media Interface window.

## Action Keys and Buttons

The following table defines the functions that are available on the Open Media interface:

Action | Function
Transfer | Enables you to transfer an interaction to another agent, queue. Click to open a window in which you can click Agent or Queue and type in the reason for the transfer. For details, see Using Transfer for Outgoing E-Mail, Chat, and Open Media.
Move to | Enables you to move the interaction to a selected Workbin. See Opening Open Media Saved in a Workbin.
Done | Closes the interaction if no reply is required. It can also open a new window that you can use to place the interaction in a queue.
Reply as E-mail | Opens the Outgoing E-Mail form that you can use to reply to the interaction as an e-mail message. This option is available only if the e-mail address of the contact is available and if you are logged in to the e-mail channel.
Reply as Phone Call | Opens the Outgoing Phone Call form that you can use to make an outgoing call to the customer. This option is available only if the phone number of the contact is available and if you are logged in to the voice channel.
Notepad | Enables you to enter comments about the current interaction and store them in the Contact History. The text does not appear in the interaction message. The reason for transferring an interaction is added to the Notepad automatically. See Using Contact History Overview and Using Notepad.
Attached Data | Provides information about an interaction, such as an account number or type of service. See Attached Data.
Custom Data | Custom data contains additional information related to the interaction. You can modify, but not add or delete, custom data.
Disposition Code | Disposition Code contains a checklist of options that you can click to specify the outcome of the interaction. Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.

## Common Interaction Panes

The right pane contains two sub-panes, Customer Records and Resources, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.

- The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact.

- The Resources pane enables you to access the Standard Responses database, which contains pre-written responses that you can use during an interaction. You can customize a response to fit the current call.