Walkthrough: Author an IM Agent for Information Access

This topic demonstrates how the instant messaging (IM) capabilities of communications workflow activities are used to create an IM agent for basic information access, including:

  • Recognizing main menu choices

  • Handling main menu choices

  • Transferring a caller to a department contact

The procedures for creating the walkthrough build sequentially. The sequence in which you perform the procedures is important. The following steps list the suggested order.