The Contacts in progress area presents information for the contact(s) you are handling at the moment. I.a. you see icons describing the contact type you are handling.
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Contacts with these icons are routed to you when you are logged in to the correct service and in Ready status The icons for incoming media; telephone calls , email and chat always have the same meaning, regardless of where you see them in ACE’s different functions. |
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Contact icons for so-called Facebook and Twitter messages and so-called work items are seen in the for these type of contacts. These specific contacts are configured and in all other respects handled as email. |
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Arrows above the icons indicate outgoing direction. Here you see icons for externally made calls and callback calls as well as the purple ones for preview and dialer campaign respectively. A stop button above a purple receiver indicates a stopped campaign. |
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A yellow list behind the icon indicates that the contact is distributed via a waiting list, where you pick contacts yourself. |
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The # number character or hash is used for the personal extension queue that every agent is logged in to and an agent icon  indicates that an internal call has been made. |
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If an email has already been answered you see an arrow to the right of the email icon. |
See origin in Contacts in progress area
In the Contacts in progress area you also see the contacts that are ended towards e.g. a customer but where wrap-up is in progress. The icons are grey and crossed out 
during Wrap-up. Beside the icon you can see the origin of the contact, with one of the following alternatives:
- IVR
- Personal
- External
- Internal
- Enquiry
- Callback
- Campaign
- Conference
- Chat
- Unknown
- Work Item
In the Contacts in progress area you find more information about the contact, e.g. whether the call arrived via an IVR, the menu choices the customer made in IVR as well as other data connected to the contact. The information shown in each column is configured in ACE Admin and varies between installations. You can see details about what is shown in each column by moving your cursor there.
You can copy parts of the content in Contacts in progress. Click on the information in a column to see it highlighted by a dashed frame. Using the Ctrl C shortcut command, you copy what you selected, and with Ctrl V you paste the information into another Windows program.
Parked contact in Contacts in progress area
A parked contact is also shown in the Contacts in progress list. If contact data for a parked call is updated, e.g. if the customer has been told to supply a PIN code, you can, if so configured, see an update when the customer has entered something in the IVR and thereby you can tell when you can retrieve the call. A parked contact is retrieved by double-clicking on it. How to park and then retrieve a call or an email is described in separate sections.