Voice mail messages | Avaya NN44400-114 guide

Voice mail messages

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

•Accept the incoming voice mail message.

•Listen to a voice mail message.

•Reply to a voice mail message.

In the contact center voice mail messages are forwarded by a voice mail server to an e-mail address as a .wav attachment. The voice mail message is then sent to an appropriate skillset queue. If you are assigned to this skillset, then the voice mail message is presented to you.

Prerequisites

•Ensure that your status is Ready.

•Ensure that you have the assigned skillset to handle voice mail messages.

Navigation

•Accepting an incoming voice mail message (page 89)

•Declining an incoming voice mail message (page 90)

•Listening to a voice mail message (page 90)

•Replying to a voice mail message (page 91)

•Closing a voice mail message (page 91)

•Transferring a voice mail message (page 92)

Accepting an incoming voice mail message

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

Procedure steps

Step Action

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

NN44400-114 Contact Center Agent Desktop

2 December 2010 89

Image 89

Avaya NN44400-114 manual Voice mail messages, Accepting an incoming voice mail message

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents NN44400-114 Contact Center Agent Desktop December Contents Fax message Instant messaging 107 New in this release Features New in this release New contact types Mail auto suggest 10 NN44400-114 Contact Center Agent Desktop December Other changes Prerequisites Introduction 12 NN44400-114 Contact Center Agent Desktop December NavigationIntroduction Example of Agent Desktop layout Agent Desktop User Interface Top bar Work item paradigm Work list window Command DescriptionTerminal Action Menu Example of work list layout Action bar Action bar commands Icon Name DescriptionExample of Action bar layout 16 NN44400-114 Contact Center Agent Desktop December User preferences Page Step Action Using your Agent DesktopInstalling the Agent Desktop Starting the Agent Desktop Using your Agent DesktopEnd 20 NN44400-114 Contact Center Agent Desktop December Creating a shortcut to the Agent Desktop Logging on to Agent Desktop when using a desktop phoneStep 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 24 NN44400-114 Contact Center Agent Desktop December Changing your password Changing the audio settings for softphone Muting and unmuting when using the softphone Changing your status to Ready Configuring the audio devices for softphone Changing your status to Not Ready Accessing online helpClick Go Not Ready End NN44400-114 Contact Center Agent Desktop December 2010 End 28 NN44400-114 Contact Center Agent Desktop December Logging off from Agent Desktop 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 Conferencing in another agent Transferring a call Ending a call Conferencing in a supervisorCalling 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 End 38 NN44400-114 Contact Center Agent Desktop December Ending your observation Outbound calls and callbacks End 40 NN44400-114 Contact Center Agent Desktop December Accepting an outbound contactOutbound calls and callbacks Placing an outbound call Declining an outbound contact 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 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready status Predictive Outbound Click Go Not Ready Changing to Not Ready status when on a contactHandling a Predictive or Progressive call Handling a Preview call Handling a Paced callPredictive Outbound End 52 NN44400-114 Contact Center Agent Desktop December Handling a manual call Cancelling a call 54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Click Conference Hanging-up and leaving a conference call End 58 NN44400-114 Contact Center Agent Desktop December Ending a contact Step Action Click Initiate a Call Originating a call 60 NN44400-114 Contact Center Agent Desktop December Predictive Outbound Click Schedule CallbackSchedule Callback fields Field Descriptions Handling a standard callback call 62 NN44400-114 Contact Center Agent Desktop December Handling a non-standard callback call End NN44400-114 Contact Center Agent Desktop December 2010 Page Example of e-mail toolbar Mail 66 NN44400-114 Contact Center Agent Desktop December Mail Mail editing and formatting controls Control Function Following table shows the e-mail feature buttons 68 NN44400-114 Contact Center Agent Desktop December Accepting an incoming contactDeclining an incoming contact Replying to an e-mail message Verifying customer information 70 NN44400-114 Contact Center Agent Desktop December Click Create Email Creating an e-mail message Removing a name from the recipient list Using the address book to reply to a contact Creating a template response Defining your default template folder Defining your default attachment folder Using a template responseAdding 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 End 76 NN44400-114 Contact Center Agent Desktop December Using the spelling checker Postponing work on a contact Closing the e-mail contact Transferring a contact within the contact center Following up on a contactStep 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 Accepting an incoming fax message Fax message Reviewing a fax message Declining an incoming fax messageReplying to a fax message Fax message Closing a fax message Transferring a fax message Accepting an incoming scanned document message Scanned document Reviewing a scanned document message Declining an incoming scanned document messageScanned document End 86 NN44400-114 Contact Center Agent Desktop December Closing a scanned document message Replying to a scanned document message Transferring a scanned document Accepting an incoming voice mail message Voice mail messages Listening to a voice mail message Declining an incoming voice mail messageVoice mail messages End 90 NN44400-114 Contact Center Agent Desktop December Closing a voice mail message Replying to a voice mail message Transferring a voice mail message Accepting an incoming SMS text message Short Message Service text message Declining an incoming SMS text message Short Message Service 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 Web communications Accepting a Web communications contact Declining a Web communications contact Customizing a tab name Adding an auto-phrase to a chat message Sending a chat messagePushing a Web page to a customer Click the Send the Message icon Step Action Chat box, select Push the selected web page icon Transferring a chat session Ending the Text Chat session Conferencing a chat sessionClick Complete Conference 104 NN44400-114 Contact Center Agent Desktop December Sending the chat log in an e-mail message Page Prerequisites for instant messaging Instant messaging Declining an instant message Accepting an instant messageInstant messaging 108 NN44400-114 Contact Center Agent Desktop December Sending an instant message Using an auto-phrase Using spelling checker in an instant message Using suggested Web pagesViewing personnel using Contacts Presence 110 NN44400-114 Contact Center Agent Desktop December Click Complete Transfer Transferring an instant message using Contacts Presence 112 NN44400-114 Contact Center Agent Desktop December Consulting on an instant message using Contacts PresenceConferencing an instant message using Contacts Presence Instant messaging Click Complete Conference Transferring an instant message using the work item control Ending an instant message Conferencing an instant message using the work item control Click Close Page Control Agent Statistics Viewing the Skillset statistic chart Accessing the Agent Statistics tabPrerequisites for Agent Statistics Agent Statistics Enabling Service Level alerts Viewing the Agent statistic chart End 120 NN44400-114 Contact Center Agent Desktop December Using the Statistics Ticker Prerequisites for working with customer and contact details Customer and contact details Customer and contact details Creating a customer recordStep 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 Copying a CCT intrinsic Viewing a CCT intrinsic Running a CCT intrinsic-associated application Viewing the Auto Launch Application Customer and contact details End Searching for a contactStep Action Click Contact Search 126 NN44400-114 Contact Center Agent Desktop December Viewing a contact Printing search results End 128 NN44400-114 Contact Center Agent Desktop December Opening a contact Selected contacts are highlighted blue Closing contacts supervisors only