Accepting an instant message, Instant messaging | Avaya NN44400-114

Instant messaging

•Using spelling checker in an instant message (page 110)

•Viewing personnel using Contacts Presence (page 110)

•Transferring an instant message using Contacts Presence (page 111)

•Consulting on an instant message using Contacts Presence (page 112)

•Conferencing an instant message using Contacts Presence (page 112)

•Transferring an instant message using the work item control (page 113)

•Consulting on an instant message using the work item control (page 113)

•Conferencing an instant message using the work item control (page 114)

•Ending an instant message (page 114)

Accepting an instant message

Accept an instant message request to communicate with a customer. When an instant message contact is routed to you, it appears in the Telephony toolbar. The Accept and Reject buttons flash.

Prerequisites

•Ensure that you work with an Office Communications Server in your Contact Center.

•Ensure that your status is Ready.

•Ensure that you have been assigned a skillset to handle instant messages.

Procedure steps

Step Action

1On the new IM work item, click Accept.

The top pane of the Agent Desktop shows the customer details and history of all past interactions with the contact center. The bottom pane shows the text window and the tools available for instant messages.

--End--

Declining an instant message

Decline an instant message request if you are sent a contact that you cannot receive. When an instant message contact is routed to you, it appears in the Telephony toolbar. The Accept and Reject buttons flash.

108 NN44400-114 Contact Center Agent Desktop

2 December 2010

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Avaya NN44400-114 manual Accepting an instant message, Declining an instant message, Instant messaging

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents Contents NN44400-114 Contact Center Agent Desktop December Fax message Instant messaging 107 Features New in this release New contact types New in this release Mail auto suggest Other changes 10 NN44400-114 Contact Center Agent Desktop December Introduction Prerequisites Navigation Introduction12 NN44400-114 Contact Center Agent Desktop December Agent Desktop User Interface Example of Agent Desktop layout Work item paradigm Top bar Command Description Work list windowTerminal Action Menu Example of work list layout Action bar commands Icon Name Description Action barExample of Action bar layout 16 NN44400-114 Contact Center Agent Desktop December User preferences Page Using your Agent Desktop Installing the Agent DesktopStep Action Using your Agent Desktop Starting the Agent DesktopEnd 20 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop when using a desktop phone Creating a shortcut to the Agent DesktopStep Action Click Start, All Programs, Avaya Select Send To, Desktop create shortcut End Logging on to Agent Desktop when using the softphone Description Value22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop of a SIP-enabled contact center Changing your password 24 NN44400-114 Contact Center Agent Desktop December Muting and unmuting when using the softphone Changing the audio settings for softphone Configuring the audio devices for softphone Changing your status to Ready Accessing online help Changing your status to Not ReadyClick Go Not Ready End NN44400-114 Contact Center Agent Desktop December 2010 Logging off from Agent Desktop End 28 NN44400-114 Contact Center Agent Desktop December Telephony Accepting a call Telephony30 NN44400-114 Contact Center Agent Desktop December Declining a call Entering an activity codeTelephony End Placing a call on hold Releasing a call on holdEnd 32 NN44400-114 Contact Center Agent Desktop December Transferring a call Conferencing in another agent Conferencing in a supervisor Ending a callCalling your supervisor 34 NN44400-114 Contact Center Agent Desktop December Using Dtmf digits Making a callClick Initiate Call again Using the Emergency key Observing a call36 NN44400-114 Contact Center Agent Desktop December Barging in on a call Ending your observation End 38 NN44400-114 Contact Center Agent Desktop December Outbound calls and callbacks Accepting an outbound contact Outbound calls and callbacksEnd 40 NN44400-114 Contact Center Agent Desktop December Declining an outbound contact Placing an outbound call Using a script Recording the result42 NN44400-114 Contact Center Agent Desktop December Ending the call Scheduling a callbackStep Action Click the Disposition codes tab Calling the customer Step Action Click Schedule Callback44 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound Prerequisites for Predictive Outbound Predictive Outbound48 NN44400-114 Contact Center Agent Desktop December Changing to Ready status Click Go ReadyPredictive Outbound statuses Description Actions Allowed Changing to Not Ready status 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready status when on a contact Handling a Predictive or Progressive callPredictive Outbound Click Go Not Ready Handling a Paced call Handling a Preview callPredictive Outbound End 52 NN44400-114 Contact Center Agent Desktop December Cancelling a call Handling a manual call 54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Hanging-up and leaving a conference call Click Conference Ending a contact End 58 NN44400-114 Contact Center Agent Desktop December Originating a call Step Action Click Initiate a Call Predictive Outbound Click Schedule Callback Schedule Callback fields Field Descriptions60 NN44400-114 Contact Center Agent Desktop December Handling a standard callback call Handling a non-standard callback call 62 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Mail Example of e-mail toolbar Mail 66 NN44400-114 Contact Center Agent Desktop December Following table shows the e-mail feature buttons Mail editing and formatting controls Control Function Accepting an incoming contact Declining an incoming contact68 NN44400-114 Contact Center Agent Desktop December Verifying customer information Replying to an e-mail message 70 NN44400-114 Contact Center Agent Desktop December Creating an e-mail message Click Create Email Using the address book to reply to a contact Removing a name from the recipient list Defining your default template folder Creating a template response Using a template response Defining your default attachment folderAdding an attachment to your e-mail response 74 NN44400-114 Contact Center Agent Desktop December Viewing e-mail attachments Removing an attachment from an e-mail responseStep Action Click Insert File Using the spelling checker End 76 NN44400-114 Contact Center Agent Desktop December Closing the e-mail contact Postponing work on a contact Following up on a contact Transferring a contact within the contact centerStep Action Click Follow-up Step Action Click Transfer Transferring a contact outside the contact center Printing contact detailsClick Transfer End Mail 80 NN44400-114 Contact Center Agent Desktop December Fax message Accepting an incoming fax message Declining an incoming fax message Reviewing a fax messageReplying to a fax message Fax message Closing a fax message Transferring a fax message Scanned document Accepting an incoming scanned document message Declining an incoming scanned document message Reviewing a scanned document messageScanned document End 86 NN44400-114 Contact Center Agent Desktop December Replying to a scanned document message Closing a scanned document message Transferring a scanned document Voice mail messages Accepting an incoming voice mail message Declining an incoming voice mail message Listening to a voice mail messageVoice mail messages End 90 NN44400-114 Contact Center Agent Desktop December Replying to a voice mail message Closing a voice mail message Transferring a voice mail message Short Message Service text message Accepting an incoming SMS text message Short Message Service text message Declining an incoming SMS text messageReplying to an SMS text message 94 NN44400-114 Contact Center Agent Desktop December Using the spelling checker Closing an SMS text message contact Transferring an SMS text message96 NN44400-114 Contact Center Agent Desktop December Short Message Service text message Page Web communications Accepting a Web communications contact Web communications Customizing a tab name Declining a Web communications contact Sending a chat message Adding an auto-phrase to a chat messagePushing a Web page to a customer Click the Send the Message icon Transferring a chat session Step Action Chat box, select Push the selected web page icon Conferencing a chat session Ending the Text Chat sessionClick Complete Conference 104 NN44400-114 Contact Center Agent Desktop December Sending the chat log in an e-mail message Page Instant messaging Prerequisites for instant messaging Accepting an instant message Declining an instant messageInstant messaging 108 NN44400-114 Contact Center Agent Desktop December Using an auto-phrase Sending an instant message Using suggested Web pages Using spelling checker in an instant messageViewing personnel using Contacts Presence 110 NN44400-114 Contact Center Agent Desktop December Transferring an instant message using Contacts Presence Click Complete Transfer Consulting on an instant message using Contacts Presence Conferencing an instant message using Contacts Presence112 NN44400-114 Contact Center Agent Desktop December Transferring an instant message using the work item control Instant messaging Click Complete Conference Conferencing an instant message using the work item control Ending an instant message Click Close Page Agent Statistics Control Accessing the Agent Statistics tab Viewing the Skillset statistic chartPrerequisites for Agent Statistics Agent Statistics Viewing the Agent statistic chart Enabling Service Level alerts Using the Statistics Ticker End 120 NN44400-114 Contact Center Agent Desktop December Customer and contact details Prerequisites for working with customer and contact details Creating a customer record Customer and contact detailsStep Action Customer Details window, click Create End 122 NN44400-114 Contact Center Agent Desktop December Searching for a customer Adding or editing customer informationStep Action Click Customer Search Viewing a CCT intrinsic Copying a CCT intrinsic Viewing the Auto Launch Application Running a CCT intrinsic-associated application Searching for a contact Customer and contact details EndStep Action Click Contact Search 126 NN44400-114 Contact Center Agent Desktop December Printing search results Viewing a contact Opening a contact End 128 NN44400-114 Contact Center Agent Desktop December Closing contacts supervisors only Selected contacts are highlighted blue