Avaya NN44400-114 manual Closing the e-mail contact, Postponing work on a contact

E-mail

Closing the e-mail contact

Close the e-mail contact when the contact is complete. When you close a contact, select a Closed Reason code. The Closed Reason codes that appear are applicable to the contact type being closed.

Procedure steps

Step Action

1Click Close to complete the contact.

2Select one of the configured Closed Reason codes that best describes the reason you closed your e-mail message.

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Postponing work on a contact

Postpone work on a contact if you are waiting for further information for the contact.

Prerequisites

•Copy and save text from an e-mail message to have the information available when the contact becomes active again. Otherwise, if you started an e-mail message and the work is postponed, the content of the e-mail message is lost.

Procedure steps

Step Action

1Click Reschedule to postpone work on the contact. You still own the contact and can continue to work on the contact when it is rescheduled to you.

2In the Present Contact at dialog box, enter the time and date to reopen the contact.

The default Pending timer is configured in the Contact Center Multimedia Administrator. The contact reopens when the Pending timer expires.

3In the Agent Note field, add a note to the contact to remind yourself why the contact is in Pending state. You can view the pending contact in the History tab.

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NN44400-114 Contact Center Agent Desktop 2 December 2010 77