Avaya NN44400-114 Replying to a scanned document message, Closing a scanned document message

Scanned document

Replying to a scanned document message

Reply to an scanned document message when a customer sends a scanned document to the contact center requesting a response. You can reply to the scanned document by sending an e-mail message to a printer. The printed e-mail message is sent to the customer.

Prerequisites

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

Procedure steps

Step Action

1After you review the customer contact, click Reply.

2In the response window, accept the default To e-mail address, with the same e-mail address from which the message was sent.

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

4Type the reply in the e-mail editor text box.

5To sign the e-mail or to insert an auto signature, click auto signature.

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.

7To perform a spell check, click Check Spelling.

8In the Agent Note box, type additional information about the contact or the customer. Only agents and supervisors can view the information in the Agent Note box.

9Click Send.

10Close the contact. If required, select a reason for closing the contact.

--End--

Closing a scanned document message

Close the scanned document message 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 Finish to complete the scanned document.

NN44400-114 Contact Center Agent Desktop 2 December 2010 87