사용자 설명서차례Contents3New in this release7Features7Improved user interface7Multiplicity7New contact types8Agent statistics8E-mail editor improvements8E-mail auto suggest9New usage modes9Web communications improvements10Other changes10Windows 7 support10Introduction11Agent Desktop User Interface13Work item paradigm14Top bar14Work list window15Action bar16User preferences17Using your Agent Desktop19Installing the Agent Desktop19Starting the Agent Desktop20Creating a shortcut to the Agent Desktop21Logging on to Agent Desktop when using a desktop phone21Logging on to Agent Desktop when using the softphone22Logging on to Agent Desktop of a SIP-enabled contact center23Changing your password24Muting and unmuting when using the softphone25Changing the audio settings for softphone25Configuring the audio devices for softphone26Changing your status to Ready26Changing your status to Not Ready27Accessing online help27Logging off from Agent Desktop28Telephony29Accepting a call30Declining a call31Entering an activity code31Placing a call on hold32Releasing a call on hold32Transferring a call33Conferencing in another agent33Conferencing in a supervisor34Ending a call34Calling your supervisor34Making a call35Using DTMF digits35Using the Emergency key36Observing a call36Barging in on a call37Ending your observation38Outbound calls and callbacks39Accepting an outbound contact40Declining an outbound contact41Placing an outbound call41Using a script42Recording the result42Ending the call43Scheduling a callback43Calling the customer44Predictive Outbound47Changing to Ready status49Changing to Not Ready status50Changing to Not Ready status when on a contact51Handling a Predictive or Progressive call51Handling a Paced call52Handling a Preview call52Handling a manual call53Cancelling a call53Transferring a call54Conferencing in another agent56Hanging-up and leaving a conference call57Ending a contact58Originating a call59Scheduling a callback59Handling a standard callback call61Handling a non-standard callback call62E-mail65Accepting an incoming contact68Declining an incoming contact68Verifying customer information69Replying to an e-mail message69Creating an e-mail message71Using the address book to reply to a contact72Removing a name from the recipient list72Creating a template response73Defining your default template folder73Using a template response74Defining your default attachment folder74Adding an attachment to your e-mail response74Viewing e-mail attachments75Removing an attachment from an e-mail response75Using the spelling checker76Closing the e-mail contact77Postponing work on a contact77Following up on a contact78Transferring a contact within the contact center78Transferring a contact outside the contact center79Printing contact details79Fax message81Accepting an incoming fax message81Declining an incoming fax message82Reviewing a fax message82Replying to a fax message82Closing a fax message83Transferring a fax message84Scanned document85Accepting an incoming scanned document message85Declining an incoming scanned document message86Reviewing a scanned document message86Replying to a scanned document message87Closing a scanned document message87Transferring a scanned document88Voice mail messages89Accepting an incoming voice mail message89Declining an incoming voice mail message90Listening to a voice mail message90Replying to a voice mail message91Closing a voice mail message91Transferring a voice mail message92Short Message Service text message93Accepting an incoming SMS text message93Declining an incoming SMS text message94Replying to an SMS text message94Using the spelling checker95Closing an SMS text message contact96Transferring an SMS text message96Web communications99Accepting a Web communications contact100Customizing a tab name101Declining a Web communications contact101Sending a chat message102Adding an auto-phrase to a chat message102Pushing a Web page to a customer102Transferring a chat session103Conferencing a chat session104Ending the Text Chat session104Sending the chat log in an e-mail message105Instant messaging107Accepting an instant message108Declining an instant message108Sending an instant message109Using an auto-phrase109Using suggested Web pages110Using spelling checker in an instant message110Viewing personnel using Contacts Presence110Transferring an instant message using Contacts Presence111Consulting on an instant message using Contacts Presence112Conferencing an instant message using Contacts Presence112Transferring an instant message using the work item control113Consulting on an instant message using the work item control113Conferencing an instant message using the work item control114Ending an instant message114Agent Statistics117Accessing the Agent Statistics tab118Viewing the Skillset statistic chart118Viewing the Agent statistic chart119Enabling Service Level alerts119Using the Statistics Ticker120Customer and contact details121Creating a customer record122Searching for a customer123Adding or editing customer information123Viewing a CCT intrinsic124Copying a CCT intrinsic124Viewing the Auto Launch Application125Running a CCT intrinsic-associated application125Searching for a contact126Printing search results127Viewing a contact127Opening a contact128Closing contacts (supervisors only)129크기: 1.24메가바이트페이지: 130Language: English매뉴얼 열기