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
94 | 2 December 2010 |