Avaya NN44400-114 manual

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80 NN44400-114 Contact Center Agent Desktop

2 December 2010

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Avaya manual Mail 80 NN44400-114 Contact Center Agent Desktop December

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents Contents NN44400-114 Contact Center Agent Desktop December Fax message Instant messaging 107 Features New in this release New contact types New in this release Mail auto suggest Other changes 10 NN44400-114 Contact Center Agent Desktop December Introduction Prerequisites 12 NN44400-114 Contact Center Agent Desktop December NavigationIntroduction Agent Desktop User Interface Example of Agent Desktop layout Work item paradigm Top bar Command Description Work list windowTerminal Action Menu Example of work list layout Action bar commands Icon Name Description Action barExample of Action bar layout 16 NN44400-114 Contact Center Agent Desktop December User preferences Page Step Action Using your Agent DesktopInstalling the Agent Desktop Using your Agent Desktop Starting the Agent DesktopEnd 20 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop when using a desktop phone Creating a shortcut to the Agent DesktopStep Action Click Start, All Programs, Avaya Select Send To, Desktop create shortcut End 22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop when using the softphoneDescription Value Logging on to Agent Desktop of a SIP-enabled contact center Changing your password 24 NN44400-114 Contact Center Agent Desktop December Muting and unmuting when using the softphone Changing the audio settings for softphone Configuring the audio devices for softphone Changing your status to Ready Accessing online help Changing your status to Not ReadyClick Go Not Ready End NN44400-114 Contact Center Agent Desktop December 2010 Logging off from Agent Desktop End 28 NN44400-114 Contact Center Agent Desktop December Telephony 30 NN44400-114 Contact Center Agent Desktop December Accepting a callTelephony Telephony End Declining a callEntering an activity code End 32 NN44400-114 Contact Center Agent Desktop December Placing a call on holdReleasing a call on hold Transferring a call Conferencing in another agent Conferencing in a supervisor Ending a callCalling your supervisor 34 NN44400-114 Contact Center Agent Desktop December Click Initiate Call again Using Dtmf digitsMaking a call 36 NN44400-114 Contact Center Agent Desktop December Using the Emergency keyObserving a call Barging in on a call Ending your observation End 38 NN44400-114 Contact Center Agent Desktop December Outbound calls and callbacks End 40 NN44400-114 Contact Center Agent Desktop December Accepting an outbound contactOutbound calls and callbacks Declining an outbound contact Placing an outbound call 42 NN44400-114 Contact Center Agent Desktop December Using a scriptRecording the result Step Action Click the Disposition codes tab Ending the callScheduling a callback 44 NN44400-114 Contact Center Agent Desktop December Calling the customerStep Action Click Schedule Callback End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound 48 NN44400-114 Contact Center Agent Desktop December Prerequisites for Predictive OutboundPredictive Outbound Predictive Outbound statuses Description Actions Allowed Changing to Ready statusClick Go Ready Changing to Not Ready status 50 NN44400-114 Contact Center Agent Desktop December Predictive Outbound Click Go Not Ready Changing to Not Ready status when on a contactHandling a Predictive or Progressive call Handling a Paced call Handling a Preview callPredictive Outbound End 52 NN44400-114 Contact Center Agent Desktop December Cancelling a call Handling a manual call 54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Hanging-up and leaving a conference call Click Conference Ending a contact End 58 NN44400-114 Contact Center Agent Desktop December Originating a call Step Action Click Initiate a Call 60 NN44400-114 Contact Center Agent Desktop December Predictive Outbound Click Schedule CallbackSchedule Callback fields Field Descriptions Handling a standard callback call Handling a non-standard callback call 62 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Mail Example of e-mail toolbar Mail 66 NN44400-114 Contact Center Agent Desktop December Following table shows the e-mail feature buttons Mail editing and formatting controls Control Function 68 NN44400-114 Contact Center Agent Desktop December Accepting an incoming contactDeclining an incoming contact Verifying customer information Replying to an e-mail message 70 NN44400-114 Contact Center Agent Desktop December Creating an e-mail message Click Create Email Using the address book to reply to a contact Removing a name from the recipient list Defining your default template folder Creating a template response Using a template response Defining your default attachment folderAdding an attachment to your e-mail response 74 NN44400-114 Contact Center Agent Desktop December Step Action Click Insert File Viewing e-mail attachmentsRemoving an attachment from an e-mail response Using the spelling checker End 76 NN44400-114 Contact Center Agent Desktop December Closing the e-mail contact Postponing work on a contact Following up on a contact Transferring a contact within the contact centerStep Action Click Follow-up Step Action Click Transfer Click Transfer End Transferring a contact outside the contact centerPrinting contact details Mail 80 NN44400-114 Contact Center Agent Desktop December Fax message Accepting an incoming fax message Declining an incoming fax message Reviewing a fax messageReplying to a fax message Fax message Closing a fax message Transferring a fax message Scanned document Accepting an incoming scanned document message Declining an incoming scanned document message Reviewing a scanned document messageScanned document End 86 NN44400-114 Contact Center Agent Desktop December Replying to a scanned document message Closing a scanned document message Transferring a scanned document Voice mail messages Accepting an incoming voice mail message Declining an incoming voice mail message Listening to a voice mail messageVoice mail messages End 90 NN44400-114 Contact Center Agent Desktop December Replying to a voice mail message Closing a voice mail message Transferring a voice mail message Short Message Service text message Accepting an incoming SMS text message Short Message Service text message Declining an incoming SMS text messageReplying to an SMS text message 94 NN44400-114 Contact Center Agent Desktop December Using the spelling checker 96 NN44400-114 Contact Center Agent Desktop December Closing an SMS text message contactTransferring an SMS text message Short Message Service text message Page Web communications Accepting a Web communications contact Web communications Customizing a tab name Declining a Web communications contact Sending a chat message Adding an auto-phrase to a chat messagePushing a Web page to a customer Click the Send the Message icon Transferring a chat session Step Action Chat box, select Push the selected web page icon Conferencing a chat session Ending the Text Chat sessionClick Complete Conference 104 NN44400-114 Contact Center Agent Desktop December Sending the chat log in an e-mail message Page Instant messaging Prerequisites for instant messaging Accepting an instant message Declining an instant messageInstant messaging 108 NN44400-114 Contact Center Agent Desktop December Using an auto-phrase Sending an instant message Using suggested Web pages Using spelling checker in an instant messageViewing personnel using Contacts Presence 110 NN44400-114 Contact Center Agent Desktop December Transferring an instant message using Contacts Presence Click Complete Transfer 112 NN44400-114 Contact Center Agent Desktop December Consulting on an instant message using Contacts PresenceConferencing an instant message using Contacts Presence Transferring an instant message using the work item control Instant messaging Click Complete Conference Conferencing an instant message using the work item control Ending an instant message Click Close Page Agent Statistics Control Accessing the Agent Statistics tab Viewing the Skillset statistic chartPrerequisites for Agent Statistics Agent Statistics Viewing the Agent statistic chart Enabling Service Level alerts Using the Statistics Ticker End 120 NN44400-114 Contact Center Agent Desktop December Customer and contact details Prerequisites for working with customer and contact details Creating a customer record Customer and contact detailsStep Action Customer Details window, click Create End 122 NN44400-114 Contact Center Agent Desktop December Step Action Click Customer Search Searching for a customerAdding 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 Customer and contact details EndStep Action Click Contact Search 126 NN44400-114 Contact Center Agent Desktop December Printing search results Viewing a contact Opening a contact End 128 NN44400-114 Contact Center Agent Desktop December Closing contacts supervisors only Selected contacts are highlighted blue