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Avaya NN44400-114 manual Sending an instant message, Using an auto-phrase

Models: NN44400-114

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Instant messaging

Procedure steps

Step Action

1On the work item, click Reject.

The contact is placed back in the queue.

--End--

Sending an instant message

Send a response to an instant message that you accepted from a customer.

Procedure steps

Step Action

1In the text box, type your comments to the customer.

2Review your comments before you send them by using the scroll bars if necessary.

3Click Send.

Your name or agent label appears before your comments in the conversation frame.

--End--

Using an auto-phrase

Use an automatic phrase to add commonly used text to an instant message. The administrator defines automatic phrases using the Contact Center Multimedia Administrator.

Procedure steps

Step Action

1In the Conversation window, click Suggest Phrase.

2Click the automatic phrase to use from the list.

The automatic phrase is added to the Conversation preview window.

3Edit the text if necessary.

4Click Send.

--End--

NN44400-114 Contact Center Agent Desktop

2 December 2010 109

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Avaya NN44400-114 manual Sending an instant message, Using an auto-phrase

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents NN44400-114 Contact Center Agent Desktop December ContentsFax message Instant messaging 107 New in this release FeaturesNew in this release New contact typesMail auto suggest 10 NN44400-114 Contact Center Agent Desktop December Other changesPrerequisites IntroductionIntroduction Navigation12 NN44400-114 Contact Center Agent Desktop December Example of Agent Desktop layout Agent Desktop User InterfaceTop bar Work item paradigmWork list window Command DescriptionTerminal Action Menu Example of work list layoutAction bar Action bar commands Icon Name DescriptionExample of Action bar layout 16 NN44400-114 Contact Center Agent Desktop DecemberUser preferences Page Installing the Agent Desktop Using your Agent DesktopStep Action Starting the Agent Desktop Using your Agent DesktopEnd 20 NN44400-114 Contact Center Agent Desktop DecemberCreating a shortcut to the Agent Desktop Logging on to Agent Desktop when using a desktop phoneStep Action Click Start, All Programs, Avaya Select Send To, Desktop create shortcut EndDescription Value Logging on to Agent Desktop when using the softphone22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop of a SIP-enabled contact center 24 NN44400-114 Contact Center Agent Desktop December Changing your passwordChanging the audio settings for softphone Muting and unmuting when using the softphoneChanging your status to Ready Configuring the audio devices for softphoneChanging your status to Not Ready Accessing online helpClick Go Not Ready End NN44400-114 Contact Center Agent Desktop December 2010End 28 NN44400-114 Contact Center Agent Desktop December Logging off from Agent DesktopTelephony Telephony Accepting a call30 NN44400-114 Contact Center Agent Desktop December Entering an activity code Declining a callTelephony End Releasing a call on hold Placing a call on holdEnd 32 NN44400-114 Contact Center Agent Desktop December Conferencing in another agent Transferring a callEnding a call Conferencing in a supervisorCalling your supervisor 34 NN44400-114 Contact Center Agent Desktop DecemberMaking a call Using Dtmf digitsClick Initiate Call again Observing a call Using the Emergency key36 NN44400-114 Contact Center Agent Desktop December Barging in on a call End 38 NN44400-114 Contact Center Agent Desktop December Ending your observationOutbound calls and callbacks Outbound calls and callbacks Accepting an outbound contactEnd 40 NN44400-114 Contact Center Agent Desktop December Placing an outbound call Declining an outbound contactRecording the result Using a script42 NN44400-114 Contact Center Agent Desktop December Scheduling a callback Ending the callStep Action Click the Disposition codes tab Step Action Click Schedule Callback Calling the customer44 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound Predictive Outbound Prerequisites for Predictive Outbound48 NN44400-114 Contact Center Agent Desktop December Click Go Ready Changing to Ready statusPredictive Outbound statuses Description Actions Allowed 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready statusHandling a Predictive or Progressive call Changing to Not Ready status when on a contactPredictive Outbound Click Go Not Ready Handling a Preview call Handling a Paced callPredictive Outbound End 52 NN44400-114 Contact Center Agent Desktop DecemberHandling a manual call Cancelling a call54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Click Conference Hanging-up and leaving a conference callEnd 58 NN44400-114 Contact Center Agent Desktop December Ending a contactStep Action Click Initiate a Call Originating a callSchedule Callback fields Field Descriptions Predictive Outbound Click Schedule Callback60 NN44400-114 Contact Center Agent Desktop December Handling a standard callback call 62 NN44400-114 Contact Center Agent Desktop December Handling a non-standard callback callEnd NN44400-114 Contact Center Agent Desktop December 2010 Page Example of e-mail toolbar Mail66 NN44400-114 Contact Center Agent Desktop December MailMail editing and formatting controls Control Function Following table shows the e-mail feature buttonsDeclining an incoming contact Accepting an incoming contact68 NN44400-114 Contact Center Agent Desktop December Replying to an e-mail message Verifying customer information70 NN44400-114 Contact Center Agent Desktop December Click Create Email Creating an e-mail messageRemoving a name from the recipient list Using the address book to reply to a contactCreating a template response Defining your default template folderDefining your default attachment folder Using a template responseAdding an attachment to your e-mail response 74 NN44400-114 Contact Center Agent Desktop DecemberRemoving an attachment from an e-mail response Viewing e-mail attachmentsStep Action Click Insert File End 76 NN44400-114 Contact Center Agent Desktop December Using the spelling checkerPostponing work on a contact Closing the e-mail contactTransferring a contact within the contact center Following up on a contactStep Action Click Follow-up Step Action Click TransferPrinting contact details Transferring a contact outside the contact centerClick Transfer End Mail 80 NN44400-114 Contact Center Agent Desktop December Accepting an incoming fax message Fax messageReviewing a fax message Declining an incoming fax messageReplying to a fax message Fax messageClosing a fax message Transferring a fax message Accepting an incoming scanned document message Scanned documentReviewing a scanned document message Declining an incoming scanned document messageScanned document End 86 NN44400-114 Contact Center Agent Desktop DecemberClosing a scanned document message Replying to a scanned document messageTransferring a scanned document Accepting an incoming voice mail message Voice mail messagesListening to a voice mail message Declining an incoming voice mail messageVoice mail messages End 90 NN44400-114 Contact Center Agent Desktop DecemberClosing a voice mail message Replying to a voice mail messageTransferring a voice mail message Accepting an incoming SMS text message Short Message Service text messageDeclining an incoming SMS text message Short Message Service text messageReplying to an SMS text message 94 NN44400-114 Contact Center Agent Desktop DecemberUsing the spelling checker Transferring an SMS text message Closing an SMS text message contact96 NN44400-114 Contact Center Agent Desktop December Short Message Service text message Page Web communications Web communications Accepting a Web communications contactDeclining a Web communications contact Customizing a tab nameAdding an auto-phrase to a chat message Sending a chat messagePushing a Web page to a customer Click the Send the Message iconStep Action Chat box, select Push the selected web page icon Transferring a chat sessionEnding the Text Chat session Conferencing a chat sessionClick Complete Conference 104 NN44400-114 Contact Center Agent Desktop DecemberSending the chat log in an e-mail message Page Prerequisites for instant messaging Instant messagingDeclining an instant message Accepting an instant messageInstant messaging 108 NN44400-114 Contact Center Agent Desktop DecemberSending an instant message Using an auto-phraseUsing spelling checker in an instant message Using suggested Web pagesViewing personnel using Contacts Presence 110 NN44400-114 Contact Center Agent Desktop DecemberClick Complete Transfer Transferring an instant message using Contacts PresenceConferencing an instant message using Contacts Presence Consulting on an instant message using Contacts Presence112 NN44400-114 Contact Center Agent Desktop December Instant messaging Click Complete Conference Transferring an instant message using the work item controlEnding an instant message Conferencing an instant message using the work item controlClick Close Page Control Agent StatisticsViewing the Skillset statistic chart Accessing the Agent Statistics tabPrerequisites for Agent Statistics Agent StatisticsEnabling Service Level alerts Viewing the Agent statistic chartEnd 120 NN44400-114 Contact Center Agent Desktop December Using the Statistics TickerPrerequisites for working with customer and contact details Customer and contact detailsCustomer and contact details Creating a customer recordStep Action Customer Details window, click Create End 122 NN44400-114 Contact Center Agent Desktop DecemberAdding or editing customer information Searching for a customerStep Action Click Customer Search Copying a CCT intrinsic Viewing a CCT intrinsicRunning a CCT intrinsic-associated application Viewing the Auto Launch ApplicationCustomer and contact details End Searching for a contactStep Action Click Contact Search 126 NN44400-114 Contact Center Agent Desktop DecemberViewing a contact Printing search resultsEnd 128 NN44400-114 Contact Center Agent Desktop December Opening a contactSelected contacts are highlighted blue Closing contacts supervisors only