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You can only consult with an agent who is in Available now or Interruptible status. For more information, see Extended agent presence (calls).

Perform one of the following steps :

to find the agent you want to consult

:

• Scroll down the list of agent, queue and , service names and agent groups using the arrow keys or mouse. Press Return, or click the name, to select the appropriate name.
• In the Search field,  to filter to filter the list,   type part  part or all of the name of the agent you want to consult. Use the arrow keys or mouse to scroll down the filtered list to the agent. If the name is unique, it is selected automatically. Press Return, or click, to select the appropriate name.

• In

  the Search field, type

  the

  whole name of the agent you want to consult. If the name is unique in the list, it will be selected automatically.

  In the Search field, type the telephone number of the person you want to consult.

  Note
  A No matches found message appears when you type a telephone number. Ignore this message when consulting a telephone number.

  
  

• In the Search field, to filter the list to include agent groups only, type '@' followed by part or all of the name of the group. Use the arrow keys or mouse to scroll down the filtered list to the group. Press Return, or click, to select group and display agent names from that group. 
  

  Note
  Typing '@' in the Search field removes everything other than groups in the list.