Avaya NN44400-114 Manual Do Utilizador

This chapter describes how to perform tasks to handle voice mail messages. 
Use Avaya Aura™ Agent Desktop to perform the following tasks when you 
handle a voice mail message:

•

Accept the incoming voice mail message.

•

Listen to a voice mail message.

•

Reply to a voice mail message.

In the contact center voice mail messages are forwarded by a voice mail server 
to an e-mail address as a .wav attachment. The voice mail message is then sent 
to an appropriate skillset queue. If you are assigned to this skillset, then the voice 
mail message is presented to you.

•

Ensure that your status is Ready.

•

Ensure that you have the assigned skillset to handle voice mail messages.

•

•

•

•

•

•

Accept an incoming voice mail message to view the message. Agent Desktop 
presents this new voice mail message as a new work item in the work list 
window.

On the Agent Desktop work list, select the new voice mail message work item, 
and click Accept.