Avaya NN44400-114 manual Scanned document, Accepting an incoming scanned document message

Scanned document

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

•Accept an incoming scanned document.

•Review the scanned document.

•Reply to a scanned document.

•Forward a scanned document.

In the contact center, a scanned document is an electronic version of a printed page or document. Scanned documents are forwarded in, TIFF format, by a document imaging server to an e-mail address. You can reply to the scanned document by sending an e-mail message to a printer. The printed e-mail message is then sent to the customer.

Prerequisites

•Ensure that your status is Ready.

•Ensure that you are in a skillset to handle scanned documents.

Navigation

•Accepting an incoming scanned document message (page 85)

•Declining an incoming scanned document message (page 86)

•Reviewing a scanned document message (page 86)

•Replying to a scanned document message (page 87)

•Closing a scanned document message (page 87)

•Transferring a scanned document (page 88)

Accepting an incoming scanned document message

Accept an incoming scanned document message. Agent Desktop presents this new scanned document as a new work item in the work list window.

Procedure steps

Step Action

1On the Agent Desktop work list, select the new scanned document work item, and click Accept.

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