Avaya NN44400-114

Outbound calls and callbacks

46 NN44400-114 Contact Center Agent Desktop 2 December 2010

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)