Avaya manual 70 NN44400-114 Contact Center Agent Desktop December

E-mail

You can use several features in the Agent Desktop interface to create your e-mail response in HTML or plain text:

•Auto suggestions

•the address book

•one or more response templates

•an automatic signature

•an attached file

•the spelling checker

You can also add a comment to an e-mail message in the Agent Note box for reference for later communications with the customer. The customer does not see the content of the Agent Note box.

Prerequisites

•Ensure that you understand how to use the address book to reply to a contact. See Using the address book to reply to a contact (page 72).

•Ensure that you understand how to create a template response. See Using a template response (page 74).

•Ensure that you understand how to use the spell-check feature. See Using the spelling checker (page 76).

•Ensure that you understand how to add attachments to an e-mail message. See Adding an attachment to your e-mail response (page 74).

Procedure steps

Step Action

1After you review the customer contact, click Reply.

2In the E-mail Response window, accept the default To e-mail address, with the same e-mail address from which the message was sent, or click To, Cc to add other e-mail addresses from the corporate address book or multimedia database.

3In the Subject box, accept the subject currently displayed or edit the subject.

4Add text to the reply using one or both of the following methods:

•Type the message text.

•Add a template response.

5To sign the e-mail or to insert an automatic signature, click the Insert autosignature button.

6If you use HTML text and you want to bold, underline, or italicize any text, select the text and click the appropriate button to apply formatting. You cannot format plain text.

70 NN44400-114 Contact Center Agent Desktop 2 December 2010