Avaya NN44400-114 manual Mail auto suggest

New in this release

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•Blind carbon copy (Bcc) is available only when using the e-mail address book.

E-mail auto suggest

Agent Desktop now supports E-mail Auto Suggest.

When an incoming e-mail arrives at the contact center, the E-mail Manager uses a set of rules to determine recommended replies for the e-mail message. The suggested replies for the e-mail message are shown in order of relevance.

You can open the new e-mail, read it, and then choose a suggested reply to the e-mail message. A preview of the suggested replies appears in the Auto Suggestions pane, so you can choose the appropriate reply. After you choose a reply, you can edit your e-mail response before sending it.

You can ignore the suggested replies and use the new Agent Desktop Auto Suggestions pane to search for a more appropriate reply. You can search for automatic suggestions across all categories or within a specific category with the use of a keyword. To contribute towards the overall intelligence of the solution, you can create new suggested replies for the customer.

Suggested replies for e-mail messages are ranked in order of usefulness and frequency of use. If you use the suggested reply, the ranking counter increments and the reply moves higher in the suggestion list. If you edit the suggested reply, the rank remains the same.

New usage modes

Agents can choose one of the following usage modes depending on their location, phone, and network:

Note: The new usage modes are available only in Avaya Aura™ Agent Desktop Release 6.1.

•Desk Phone: The Desk Phone mode allows agents to use the office phone in a contact center environment. Agents can use the Desk Phone mode when they are at the contact center and want to share control between the office phone and the computer. While in Desk Phone mode, agents access audio components from the office phone and visual components from the computer. The Desk Phone mode is available if you are using Contact Center with Avaya Communication Server 1000 or Avaya Aura™ Unified Communications platform.

•My Computer: The My Computer mode (softphone) allows agents who are on the move and want to access the telephone switch through the Internet to establish a voice connection over a Voice over Internet Protocol (VoIP)

NN44400-114 Contact Center Agent Desktop 2 December 2010 9