Avaya NN44400-114 Manual Do Utilizador
NN44400-114 Contact Center Agent Desktop
2 December 2010
109
Instant messaging
Procedure steps
Step
Action
1
On the work item, click Reject.
The contact is placed back in the queue.
--End--
Sending an instant message
Send a response to an instant message that you accepted from a customer.
Procedure steps
Step
Action
1
In the text box, type your comments to the customer.
2
Review your comments before you send them by using the scroll bars if
necessary.
necessary.
3
Click Send.
Your name or agent label appears before your comments in the conversation
frame.
frame.
--End--
Using an auto-phrase
Use an automatic phrase to add commonly used text to an instant message. The
administrator defines automatic phrases using the Contact Center Multimedia
Administrator.
administrator defines automatic phrases using the Contact Center Multimedia
Administrator.
Procedure steps
Step
Action
1
In the Conversation window, click Suggest Phrase.
2
Click the automatic phrase to use from the list.
The automatic phrase is added to the Conversation preview window.
3
Edit the text if necessary.
4
Click Send.
--End--