Short Message Service text message

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

The SMS text message opens in the display panel.

The customer details for the SMS Test message opens in the bottom left hand Customer Details panel.

--End--

Declining an incoming SMS text message

Decline an incoming SMS text message if you cannot handle the contact.

Procedure steps

Step Action

1On the Agent Desktop, select the new SMS text message work item and click Reject.

The SMS text message work item is removed from the work list.

--End--

Replying to an SMS text message

Reply to an SMS text message when a customer sends an SMS text message to the contact center requesting a response. Create a response to a customer in the same format as the original request.

You can use several features in the Agent Desktop interface to create your response:

one or more response templates

the spelling checker

You can add a comment to the message in the Agent Note box for reference for later communications with the customer. The customer does not see the content of the Agent Note box.

Procedure steps

Step Action

1After you review the customer contact, click Reply.

2In the E-mail Response window, accept the default To e-mail address, with the same e-mail address from which the message was sent, or click To, Cc to add

94 NN44400-114 Contact Center Agent Desktop

2 December 2010

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Avaya NN44400-114 manual Declining an incoming SMS text message, Replying to an SMS text message