Instant messaging
Use the Avaya Aura™ Agent Desktop Instant Message (IM) window to communicate with customers over the Internet in real time. You can use the Instant Message window to perform the following tasks:
•Accept an instant message.
•Decline an instant message.
•Send an instant message.
•Use an
•View personnel using Contacts Presence.
•Consult on an instant message.
•Conference an instant message.
•Transfer an instant message.
•End an instant message.
You can perform the tasks with an agent from your contacts list in My Contacts tab or an agent from an Instant Experts group in CC Contacts tab.
When you request a Consult, Conference, or Transfer with another agent, the text that you type appears in a separate conversation window that is not visible to the customer. During the request, you can change a Consult or a Transfer to a Conference, or you can Close the request. When the other agent accepts a Conference or Transfer request, the conversation resumes in the Agent Desktop Conversation window.
Prerequisites for instant messaging
•Ensure that your contact center is
•Ensure that both you and the customer use Web browsers that work with JavaScript and frames.
Attention: Support is not available for microbrowsers or portable devices.
Navigation
•Accepting an instant message (page 108)
•Declining an instant message (page 108)
•Sending an instant message (page 109)
•Using an
•Using suggested Web pages (page 110)
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