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NN44400-114 manual
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Contents
Main
Avaya Aura
Agent Desktop
NN44400-114
Copyright 2010 Avaya Inc. All Rights Reserved.
LICENSEINFO/
Contents
New in this release 7
Introduction 11 Agent Desktop User Interface 13
Using your Agent Desktop 19
Telephony 29
4
Outbound calls and callbacks 39
Predictive Outbound 47
E-mail 65
Fax message 81
Scanned document 85
Voice mail messages 89
Short Message Service text message 93
Web communications 99
Instant messaging 107
Agent Statistics 117
Customer and contact details 121
New in this release
Features
Improved user interface
Multiplicity
New contact types
Agent statistics
E-mail editor improvements
E-mail auto suggest
New usage modes
10
Web communications improvements
Other changes
Windows 7 support
Introduction
Navigation
Agent Desktop User Interface
Navigation
14
Work item paradigm
Top bar
Work list window
Action bar
User preferences
Page
Using your Agent Desktop
Navigation
Installing the Agent Desktop
20
Starting the Agent Desktop
Creating a shortcut to the Agent Desktop
Logging on to Agent Desktop when using a desktop phone
Logging on to Agent Desktop when using the softphone
Logging on to Agent Desktop of a SIP-enabled contact center
Changing your password
Muting and unmuting when using the softphone
Changing the audio settings for softphone
Configuring the audio devices for softphone
Changing your status to Ready
Changing your status to Not Ready
Accessing online help
Logging off from Agent Desktop
Telephony
Navigation
Accepting a call
Declining a call
Entering an activity code
Placing a call on hold
Releasing a call on hold
Transferring a call
Conferencing in another agent
Conferencing in a supervisor
Ending a call
Calling your supervisor
Making a call
Using DTMF digits
Using the Emergency key
Observing a call
Barging in on a call
Ending your observation
Outbound calls and callbacks
Navigation
40
Accepting an outbound contact
Declining an outbound contact
Placing an outbound call
Using a script
Recording the result
Ending the call
Scheduling a callback
44
Calling the customer
Page
Page
Predictive Outbound
Prerequisites for Predictive Outbound
Navigation
Handling a standard callback call (page61)
Changing to Ready status
Changing to Not Ready status
Change to Not Ready status to indicate that you are not ready to accept contacts.
Ensure that you have no active contact.
Changing to Not Ready status when on a contact
Handling a Predictive or Progressive call
Handling a Paced call
Handling a Preview call
Handling a manual call
Cancelling a call
Transferring a call
Page
Conferencing in another agent
Hanging-up and leaving a conference call
Ending a contact
End a contact with the customer.
Originating a call
Scheduling a callback
Page
Handling a standard callback call
Handling a non-standard callback call
Page
Page
E-mail
Page
Navigation
Accepting an incoming contact
Declining an incoming contact
Verifying customer information
Replying to an e-mail message
Page
Creating an e-mail message
Create an e-mail message to send to a customer.
Using the address book to reply to a contact
Removing a name from the recipient list
Creating a template response
Defining your default template folder
Using a template response
Defining your default attachment folder
Adding an attachment to your e-mail response
Viewing e-mail attachments
Removing an attachment from an e-mail response
Using the spelling checker
Closing the e-mail contact
Postponing work on a contact
Following up on a contact
Transferring a contact within the contact center
Transferring a contact outside the contact center
Printing contact details
Page
Fax message
Navigation
Accepting an incoming fax message
Declining an incoming fax message
Reviewing a fax message
Replying to a fax message
Closing a fax message
Transferring a fax message
Scanned document
Navigation
Accepting an incoming scanned document message
Declining an incoming scanned document message
Decline an incoming scanned document message if you cannot handle the document.
Reviewing a scanned document message
Use the Agent Desktop viewer to review a scanned document message.
Ensure that you accepted a scanned document and opened it in the viewer.
Replying to a scanned document message
Closing a scanned document message
Transferring a scanned document
Voice mail messages
Navigation
Accepting an incoming voice mail message
Declining an incoming voice mail message
Listening to a voice mail message
Replying to a voice mail message
Closing a voice mail message
Transferring a voice mail message
Short Message Service text message
Navigation
Accepting an incoming SMS text message
Declining an incoming SMS text message
Replying to an SMS text message
Using the spelling checker
Closing an SMS text message contact
Transferring an SMS text message
Page
Page
Web communications
Navigation
Accepting a Web communications contact
Customizing a tab name
Declining a Web communications contact
Sending a chat message
Adding an auto-phrase to a chat message
Pushing a Web page to a customer
Transferring a chat session
Conferencing a chat session
Ending the Text Chat session
Sending the chat log in an e-mail message
Page
Instant messaging
Prerequisites for instant messaging
Navigation
Accepting an instant message
Declining an instant message
Sending an instant message
Send a response to an instant message that you accepted from a customer.
Using an auto-phrase
Using suggested Web pages
Using spelling checker in an instant message
Viewing personnel using Contacts Presence
Transferring an instant message using Contacts Presence
Consulting on an instant message using Contacts Presence
Conferencing an instant message using Contacts Presence
Transferring an instant message using the work item control
Transfer an instant message to another available agent using the work item control.
Consulting on an instant message using the work item control
Consult on an instant message with another available person using the work item control.
114
Conferencing an instant message using the work item control
Conference an instant message to another available agent using the work item control.
Ending an instant message
End an instant message when the contact is complete.
Page
Page
Agent Statistics
Prerequisites for Agent Statistics
Navigation
Accessing the Agent Statistics tab
Viewing the Skillset statistic chart
Viewing the Agent statistic chart
View the agent statistics chart to monitor statistics for agents in a skillset.
Enabling Service Level alerts
Activate Outlook style alerts if skillsets Service Level falls below the CCMA defined threshold.
Using the Statistics Ticker
Customer and contact details
Prerequisites for working with customer and contact details
Navigation
Creating a customer record
Searching for a customer
Adding or editing customer information
Viewing a CCT intrinsic
Copying a CCT intrinsic
Viewing the Auto Launch Application
Running a CCT intrinsic-associated application
Searching for a contact
Printing search results
Viewing a contact
Opening a contact
Closing contacts (supervisors only)