Avaya NN44400-114 사용자 설명서
NN44400-114 Contact Center Agent Desktop
2 December 2010
107
Instant messaging
Use the Avaya Aura™ Agent Desktop Instant Message (IM) window to
communicate with customers over the Internet in real time. You can use the
Instant Message window to perform the following tasks:
communicate with customers over the Internet in real time. You can use the
Instant Message window to perform the following tasks:
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Accept an instant message.
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Decline an instant message.
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Send an instant message.
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Use an auto-phrase.
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View personnel using Contacts Presence.
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Consult on an instant message.
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Conference an instant message.
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Transfer an instant message.
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End an instant message.
You can perform the tasks with an agent from your contacts list in My Contacts
tab or an agent from an Instant Experts group in CC Contacts tab.
tab or an agent from an Instant Experts group in CC Contacts tab.
When you request a Consult, Conference, or Transfer with another agent, the
text that you type appears in a separate conversation window that is not visible
to the customer. During the request, you can change a Consult or a Transfer to
a Conference, or you can Close the request. When the other agent accepts a
Conference or Transfer request, the conversation resumes in the Agent Desktop
Conversation window.
text that you type appears in a separate conversation window that is not visible
to the customer. During the request, you can change a Consult or a Transfer to
a Conference, or you can Close the request. When the other agent accepts a
Conference or Transfer request, the conversation resumes in the Agent Desktop
Conversation window.
Prerequisites for instant messaging
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Ensure that your contact center is SIP-enabled.
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Ensure that both you and the customer use Web browsers that work with
JavaScript and frames.
JavaScript and frames.
Attention: Support is not available for microbrowsers or portable devices.
Navigation
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