Avaya NN44400-114 Manual Do Utilizador

Avaya

NN44400-114 Contact Center Agent Desktop

2 December 2010

5

Contents

Creating a template response 73

Defining your default template folder 73

Using a template response 74

Defining your default attachment folder 74

Adding an attachment to your e-mail response 74

Viewing e-mail attachments 75

Removing an attachment from an e-mail response 75

Using the spelling checker 76

Closing the e-mail contact 77

Postponing work on a contact 77

Following up on a contact 78

Transferring a contact within the contact center 78

Transferring a contact outside the contact center 79

Printing contact details 79

Fax message

Accepting an incoming fax message 81

Declining an incoming fax message 82

Reviewing a fax message 82

Replying to a fax message 82

Closing a fax message 83

Transferring a fax message 84

Scanned document

Accepting an incoming scanned document message 85

Declining an incoming scanned document message 86

Reviewing a scanned document message 86

Replying to a scanned document message 87

Closing a scanned document message 87

Transferring a scanned document 88

Voice mail messages

Accepting an incoming voice mail message 89

Declining an incoming voice mail message 90

Listening to a voice mail message 90

Replying to a voice mail message 91

Closing a voice mail message 91

Transferring a voice mail message 92

Short Message Service text message

Accepting an incoming SMS text message 93

Declining an incoming SMS text message 94

Replying to an SMS text message 94

Using the spelling checker 95

Closing an SMS text message contact 96

Transferring an SMS text message 96

Web communications

Accepting a Web communications contact 100