Avaya NN44400-114 manuali

Avaya NN44400-114 Manuale Utente (130 pagine)

Marchio: Avaya | Categoria: Software | Dimensione: 1.24 MB |

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Agent Desktop

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Copyright © 2010 Avaya Inc

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All Rights Reserved

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HTTP://SUPPORT.AVAYA.COM/

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LICENSEINFO/

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Contents

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Predictive Outbound 47

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E-mail 65

4

Instant messaging 107

6

Agent Statistics 117

6

New in this release

7

New contact types

8

Agent statistics

8

E-mail editor improvements

8

E-mail auto suggest

9

New usage modes

9

Other changes

10

Introduction

11

Agent Desktop User Interface

13

Work item paradigm

14

Work list window

15

Action bar

16

User preferences

17

Using your Agent Desktop

19

Starting the Agent Desktop

20

Variable definitions

22

Changing your password

24

Accessing online help

27

Telephony

29

Accepting a call

30

Declining a call

31

Entering an activity code

31

Placing a call on hold

32

Releasing a call on hold

32

Transferring a call

33

Conferencing in another agent

33

Conferencing in a supervisor

34

Ending a call

34

Calling your supervisor

34

Making a call

35

Using DTMF digits

35

Using the Emergency key

36

Observing a call

36

Barging in on a call

37

Ending your observation

38

Outbound calls and callbacks

39

Accepting an outbound contact

40

Declining an outbound contact

41

Placing an outbound call

41

Using a script

42

Recording the result

42

Ending the call

43

Scheduling a callback

43

Calling the customer

44

Predictive Outbound

47

Changing to Ready status

49

Changing to Not Ready status

50

Handling a Paced call

52

Handling a Preview call

52

Handling a manual call

53

Cancelling a call

53

Procedure job aid

57

Ending a contact

58

Originating a call

59

Example of e-mail toolbar

65

Accepting an incoming contact

68

Declining an incoming contact

68

Replying to an e-mail message

69

Creating an e-mail message

71

Creating a template response

73

Using a template response

74

Viewing e-mail attachments

75

Using the spelling checker

76

Closing the e-mail contact

77

Postponing work on a contact

77

Following up on a contact

78

Printing contact details

79

Fax message

81

Reviewing a fax message

82

Replying to a fax message

82

Closing a fax message

83

Transferring a fax message

84

Scanned document

85

Voice mail messages

89

Closing a voice mail message

91

Prerequisites

100

Procedure steps

100

Customizing a tab name

101

Sending a chat message

102

Transferring a chat session

103

Conferencing a chat session

104

Ending the Text Chat session

104

Web communications

106

Instant messaging

107

Accepting an instant message

108

Declining an instant message

108

Sending an instant message

109

Using an auto-phrase

109

Using suggested Web pages

110

Ending an instant message

114

1 Click Close

115

Agent Statistics

117

Navigation

118

Enabling Service Level alerts

119

Using the Statistics Ticker

120

Customer and contact details

121

Creating a customer record

122

Searching for a customer

123

Viewing a CCT intrinsic

124

Copying a CCT intrinsic

124

Searching for a contact

126

Printing search results

127

Viewing a contact

127

Opening a contact

128

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