Avaya NN44400-114 Manual Do Utilizador
E-mail
70
NN44400-114 Contact Center Agent Desktop
2 December 2010
You can use several features in the Agent Desktop interface to create your
e-mail response in HTML or plain text:
e-mail response in HTML or plain text:
•
Auto suggestions
•
the address book
•
one or more response templates
•
an automatic signature
•
an attached file
•
the spelling checker
You can also add a comment to an e-mail message in the Agent Note box for
reference for later communications with the customer. The customer does not
see the content of the Agent Note box.
reference for later communications with the customer. The customer does not
see the content of the Agent Note box.
Prerequisites
•
Ensure that you understand how to use the address book to reply to a
contact. See
contact. See
•
Ensure that you understand how to create a template response. See
.
•
Ensure that you understand how to use the spell-check feature. See
.
•
Ensure that you understand how to add attachments to an e-mail message.
See
See
.
Procedure steps
Step
Action
1
After you review the customer contact, click Reply.
2
In the E-mail Response window, accept the default To e-mail address, with the
same e-mail address from which the message was sent, or click To, Cc to add
other e-mail addresses from the corporate address book or multimedia
database.
same e-mail address from which the message was sent, or click To, Cc to add
other e-mail addresses from the corporate address book or multimedia
database.
3
In the Subject box, accept the subject currently displayed or edit the subject.
4
Add text to the reply using one or both of the following methods:
•
Type the message text.
•
Add a template response.
5
To sign the e-mail or to insert an automatic signature, click the Insert
autosignature button.
autosignature button.
6
If you use HTML text and you want to bold, underline, or italicize any text,
select the text and click the appropriate button to apply formatting. You cannot
format plain text.
select the text and click the appropriate button to apply formatting. You cannot
format plain text.