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Real-time Issue Resolution Tools

In addition to communication through the web interface and email, FootPrints has the following features that allow the agent to resolve users’ Issues:

• Instant Talk—allows customers to communicate one-on-one with agents.
• Telephony—Integrates telephony functions with FootPrints.

These features can be used in conjunction to remotely control a user’s desktop while holding a chat session at the same time.  This section describes how to use these features.

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