Fax message

This chapter describes how to perform fax message tasks. Use Avaya Aura™ Agent Desktop to perform the following tasks when you handle a fax message:

Accept the incoming fax message.

Review the fax message.

Send a reply.

Forward a fax message.

Fax messages from customers are forwarded by a fax server to an e-mail address within the contact center. The fax is sent to an appropriate skillset queue. If you are assigned to this skillset, then the fax message is presented to you. You reply to the fax message by sending an e-mail message back to the fax server. The fax server then sends the reply fax to the customer.

Prerequisites

Ensure that your status is ready.

Ensure that you have the assigned skillset to handle fax messages.

Navigation

Accepting an incoming fax message (page 81)

Declining an incoming fax message (page 82)

Reviewing a fax message (page 82)

Replying to a fax message (page 82)

Closing a fax message (page 83)

Transferring a fax message (page 84)

Accepting an incoming fax message

Accept an incoming fax message to view the message. Agent Desktop presents this new fax message as a new work item in the work list window.

Procedure steps

Step Action

1On the Agent Desktop work list, select the new fax message work item, and click Accept.

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Avaya NN44400-114 manual Fax message, Accepting an incoming fax message