Web communications, Navigation | Avaya NN44400-114 guide

Web communications

This chapter describes how to use the Web communications feature to communicate directly with customers in real time over the Internet by using the Avaya Aura™ Agent Desktop:

•Accept an incoming contact.

•Review and update customer information.

•Send an automated response.

•Push a Web page.

•Transfer a chat session.

•Conference a chat session.

•Check whether the customer’s browser is still connected.

•Check the time of the most recent customer action and whether the customer is currently typing a message.

•Respond to the customer (e-mail or voice) if more information or clarification is needed.

•End a chat session.

This chapter describes how to perform the tasks for text chat sessions.

Navigation

•Accepting a Web communications contact (page 100)

•Customizing a tab name (page 101)

•Declining a Web communications contact (page 101)

•Sending a chat message (page 102)

•Adding an auto-phrase to a chat message (page 102)

•Pushing a Web page to a customer (page 102)

•Transferring a chat session (page 103)

•Conferencing a chat session (page 104)

•Ending the Text Chat session (page 104)

•Sending the chat log in an e-mail message (page 105)

NN44400-114 Contact Center Agent Desktop

2 December 2010 99

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Avaya NN44400-114 manual Web communications, Navigation

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 Navigation Introduction12 NN44400-114 Contact Center Agent Desktop December Example of Agent Desktop layout Agent Desktop User Interface Top bar Work item paradigm Example of work list layout Command DescriptionWork list window Terminal Action Menu 16 NN44400-114 Contact Center Agent Desktop December Action bar commands Icon Name DescriptionAction bar Example of Action bar layout User preferences Page Using your Agent Desktop Installing the Agent DesktopStep Action 20 NN44400-114 Contact Center Agent Desktop December Using your Agent DesktopStarting the Agent Desktop End Select Send To, Desktop create shortcut End Logging on to Agent Desktop when using a desktop phoneCreating a shortcut to the Agent Desktop Step Action Click Start, All Programs, Avaya Logging on to Agent Desktop when using the softphone Description Value22 NN44400-114 Contact Center Agent Desktop December 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 End NN44400-114 Contact Center Agent Desktop December 2010 Accessing online helpChanging your status to Not Ready Click Go Not Ready End 28 NN44400-114 Contact Center Agent Desktop December Logging off from Agent Desktop Telephony Accepting a call Telephony30 NN44400-114 Contact Center Agent Desktop December Declining a call Entering an activity codeTelephony End Placing a call on hold Releasing a call on holdEnd 32 NN44400-114 Contact Center Agent Desktop December Conferencing in another agent Transferring a call 34 NN44400-114 Contact Center Agent Desktop December Conferencing in a supervisorEnding a call Calling your supervisor Using Dtmf digits Making a callClick Initiate Call again Using the Emergency key Observing a call36 NN44400-114 Contact Center Agent Desktop December Barging in on a call End 38 NN44400-114 Contact Center Agent Desktop December Ending your observation Outbound calls and callbacks Accepting an outbound contact Outbound calls and callbacksEnd 40 NN44400-114 Contact Center Agent Desktop December Placing an outbound call Declining an outbound contact Using a script Recording the result42 NN44400-114 Contact Center Agent Desktop December Ending the call Scheduling a callbackStep Action Click the Disposition codes tab Calling the customer Step Action Click Schedule Callback44 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound Prerequisites for Predictive Outbound Predictive Outbound48 NN44400-114 Contact Center Agent Desktop December Changing to Ready status Click Go ReadyPredictive Outbound statuses Description Actions Allowed 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready status Changing to Not Ready status when on a contact Handling a Predictive or Progressive callPredictive Outbound Click Go Not Ready 52 NN44400-114 Contact Center Agent Desktop December Handling a Paced callHandling a Preview call Predictive Outbound End 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 Predictive Outbound Click Schedule Callback Schedule Callback fields Field Descriptions60 NN44400-114 Contact Center Agent Desktop December 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 Accepting an incoming contact Declining an incoming contact68 NN44400-114 Contact Center Agent Desktop December 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 74 NN44400-114 Contact Center Agent Desktop December Using a template responseDefining your default attachment folder Adding an attachment to your e-mail response Viewing e-mail attachments Removing an attachment from an e-mail responseStep Action Click Insert File End 76 NN44400-114 Contact Center Agent Desktop December Using the spelling checker Postponing work on a contact Closing the e-mail contact Step Action Click Transfer Following up on a contactTransferring a contact within the contact center Step Action Click Follow-up Transferring a contact outside the contact center Printing contact detailsClick Transfer End Mail 80 NN44400-114 Contact Center Agent Desktop December Accepting an incoming fax message Fax message Fax message Declining an incoming fax messageReviewing a fax message Replying to a fax message Closing a fax message Transferring a fax message Accepting an incoming scanned document message Scanned document End 86 NN44400-114 Contact Center Agent Desktop December Declining an incoming scanned document messageReviewing a scanned document message Scanned document Closing a scanned document message Replying to a scanned document message Transferring a scanned document Accepting an incoming voice mail message Voice mail messages End 90 NN44400-114 Contact Center Agent Desktop December Declining an incoming voice mail messageListening to a voice mail message Voice mail messages 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 94 NN44400-114 Contact Center Agent Desktop December Short Message Service text messageDeclining an incoming SMS text message Replying to an SMS text message Using the spelling checker Closing an SMS text message contact Transferring an SMS text message96 NN44400-114 Contact Center Agent Desktop December Short Message Service text message Page Web communications Web communications Accepting a Web communications contact Declining a Web communications contact Customizing a tab name Click the Send the Message icon Sending a chat messageAdding an auto-phrase to a chat message Pushing a Web page to a customer Step Action Chat box, select Push the selected web page icon Transferring a chat session 104 NN44400-114 Contact Center Agent Desktop December Conferencing a chat sessionEnding the Text Chat session Click Complete Conference Sending the chat log in an e-mail message Page Prerequisites for instant messaging Instant messaging 108 NN44400-114 Contact Center Agent Desktop December Accepting an instant messageDeclining an instant message Instant messaging Sending an instant message Using an auto-phrase 110 NN44400-114 Contact Center Agent Desktop December Using suggested Web pagesUsing spelling checker in an instant message Viewing personnel using Contacts Presence Click Complete Transfer Transferring an instant message using Contacts Presence Consulting on an instant message using Contacts Presence Conferencing an instant message using Contacts Presence112 NN44400-114 Contact Center Agent Desktop December 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 Agent Statistics Accessing the Agent Statistics tabViewing the Skillset statistic chart Prerequisites for 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 End 122 NN44400-114 Contact Center Agent Desktop December Creating a customer recordCustomer and contact details Step Action Customer Details window, click Create Searching for a customer Adding or editing customer informationStep Action Click Customer Search Copying a CCT intrinsic Viewing a CCT intrinsic Running a CCT intrinsic-associated application Viewing the Auto Launch Application 126 NN44400-114 Contact Center Agent Desktop December Searching for a contactCustomer and contact details End Step Action Click Contact Search 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