Messaging Functions

The Communication Desktop (CDT) application offers various messaging functions.

You can send instant, e-mail and SMS messages and reply to instant messages and e-mails.

Note the following about the e-mail, instant and SMS messages:

• The IM functions are available only for internal users and user groups who have rights to use the messaging functions.

• The e-mail address of the recipient can be an external e-mail address.

• Recipients can view and reply instant messages only when they are logged on to CDT.

• Recipients can receive SMS messages if they have a mobile phone with an SMS support. They cannot use CDT for receiving SMS messages.

• You cannot reply to the SMS messages that are send from CDT as they are relayed by using a generic service number.

For information about the e-mail function on the contact center side, see E-Mail Handling.