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

# Handling an Open Media Interaction

If your contact center has Open Media capabilities, Genesys Desktop can route an Open Media request to your desktop.

An Open Media interaction happens in the following way:

1. When a contact submits an Open Media interaction, a yellow Open Media icon (shown below) flashes on the Batch Navigation.

2. Click this icon to open the Open Media window. In the Open Media interface, you can:

- Click the Resources tab to consult the list of standard responses.

- Click Move to and then select the Workbin from the drop-down list to which you want to move the interaction.

- Click the Transfer button ( ) to transfer the Open Media interaction to another queue, agent, or supervisor. For details, see Using Transfer for Outgoing E-Mail and Chat for details.

- Click Reply as E-mail 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.

- Click Reply as Phone Call to make an outgoing call to the contact. This option is available only if the phone number of the contact is available and if you are logged in to the voice channel.

Note: Faxed documents are embedded as attachments, which can be viewed in a separate browser window by clicking the link.

3. When you are finished:

- If your system is not configured for Disposition Codes, click Mark Done.

- If your system is configured for Disposition Codes and you are required to enter one before proceeding:

1. Click the Disposition Code tab.

2. Click the appropriate Disposition Code.

3. Click Mark Done.

## Placing Your Open Media Interaction in a Queue

After you click Done, a window appears, displaying a list of routing queues.

- Select a queue according to your company's requirements, and then click OK. Your Open Media interaction is placed in the selected queue.

- If you click Stop, the interaction stops processing and is removed from the system workflow.

- If you click Cancel, you return to the previous window. You must click Done again in order to proceed.

## Saving an Open Media Interaction in a Workbin

To save an Open Media interaction, click Move to, and then select a Workbin from the drop-down list. The interaction is closed, saved, and placed in the specified Workbin.

## Opening an Open Media Interaction Saved in a Workbin

Open media interactions can be moved to and saved in various Workbins. To open a message that has been saved in a Workbin:

1. Click the Workbins icon, and then select the Workbin where the Open Media has been saved.

2. Select the Open Media interaction from the list in the Workbin.

3. Click Open. The Open Media interaction is opened on the desktop.