Close Message Web page 

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Introduction

The Close Message Web page is used to close a message. You would use the Close option when you have determined that all message processing is complete. When you close a message, the message call drops, CMS tracking of the message is terminated, and you may be available (based on your ACD state in the DEFINITY ECS) to take new calls.

Illustration

The following illustration is an example of the Close Message Web page:

The Close Message Web page contains only one field: Closure Code. The Closure Code is a drop-down list containing reasons (reason codes) why you are closing a message. Your contact center uses reason codes to measure operating efficiency. You must select a reason code to close the message call.

What happens when I close a message?

The following takes place when you close a message:

• When the messaging software receives a request to close a message, it checks for any message response that was received while you were processing the message. If a response was received, the messaging software informs you of the response and allows you to cancel the message closure.

• When you close a message, the messaging software sets the status to Closed, records the time you closed the message, records your agent ID, and records the reason code.

• When you close a message, the messaging software drops the message call associated with the active message and all CMS tracking for that message call ends.

• Once a message is closed, you cannot reopen it.

Close a message

To close a message, do the following:

1. If you have not already done so, click on the Close button. The Close Message Web page appears.

2. From the Closure Code drop-down list, click on a reason code that best describes why you are closing the message.

3. If you want to create a note, click on the Note button and then compose your note; otherwise, go to Step 4.

4. Click on the Confirm Close button to close the message.

   Result:
   

   The messaging software releases the call and the Message Care Home Page (or the administered idle page) appears. You are now available to receive a new message call.