Customer and contact details

Use the Multimedia component to create, search, view, and edit customer and contact details. With Avaya Aura™ Agent Desktop, you can perform the following tasks:

Create a customer record.

Search for a customer.

Add or edit customer information.

Search for a contact.

Print search results.

View a contact.

Open a contact.

Close contacts (supervisors only).

On the Customer Details tab, you can view Communication Control Toolkit (CCT) intrinsics.

Attention: Voice Contact Intrinsics are supported only in SIP-enabled contact centers.

Prerequisites for working with customer and contact details

Ensure that you have permission to handle multimedia contacts, such as e-mail, instant message, voice mail.

Ensure that you are a supervisor if you want to close multiple contacts.

Navigation

Creating a customer record (page 122)

Searching for a customer (page 123)

Adding or editing customer information (page 123)

Viewing a CCT intrinsic (page 124)

Copying a CCT intrinsic (page 124)

Viewing the Auto Launch Application (page 125)

Running a CCT intrinsic-associated application (page 125)

Searching for a contact (page 126)

Printing search results (page 127)

Viewing a contact (page 127)

NN44400-114 Contact Center Agent Desktop

2 December 2010 121

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Avaya NN44400-114 manual Customer and contact details, Prerequisites for working with customer and contact details