Avaya NN44400-114 manual Accepting an incoming contact, Declining an incoming contact

E-mail

•Using a template response (page 74)

•Defining your default attachment folder (page 74)

•Adding an attachment to your e-mailresponse (page 74)

•Viewing e-mail attachments (page 75)

•Removing an attachment from an e-mail response (page 75)

•Using the spelling checker (page 76)

•Closing the e-mail contact (page 77)

•Postponing work on a contact (page 77)

•Following up on a contact (page 78)

•Transferring a contact within the contact center (page 78)

•Transferring a contact outside the contact center (page 79)

•Printing contact details (page 79)

Accepting an incoming contact

Accept an incoming contact to display customer details and begin contact with a customer. Agent Desktop expands to show the customer details and the call timer appears in the work item. The new incoming e-mail is presented as a new work item in the work list window.

Procedure steps

Step Action

1On the Agent Desktop, click Accept.

The e-mail opens in the E-mail Display panel.

The customer details for the e-mail opens in the bottom left hand Customer Details panel.

--End--

Declining an incoming contact

Decline an incoming contact if you cannot handle the call. The new incoming e-mail disappears from the work list.

68 NN44400-114 Contact Center Agent Desktop 2 December 2010