Avaya NN44400-114 - Manuals

Contents 6 NN44400-114 Contact Center Agent Desktop 2 December 2010 Customizing a tab name 101 Declining a Web communications contact 101 Sending a chat message 102 Adding an auto-phrase to a chat message 102 Pushing a Web page to a customer 102 Transferring a chat session 103 Conferencing a chat se...

NN44400-114 Contact Center Agent Desktop 2 December 2010 7 New in this release The following sections detail what is new in the Avaya Aura™ Agent Desktop User Guide (NN44400-114). • Features (page 7) • Other changes (page 10) Features See the following sections for information about feature changes:...

New in this release 8 NN44400-114 Contact Center Agent Desktop 2 December 2010 The administrator selects the contact types an agent can be presented with while the agent is active on another contact. This is called interruptibility. You can receive a multimedia contact while you are working on a voi...

NN44400-114 Contact Center Agent Desktop 2 December 2010 9 New in this release • Insert image links • Hyperlinks • Blind carbon copy (Bcc) is available only when using the e-mail address book. E-mail auto suggest Agent Desktop now supports E-mail Auto Suggest. When an incoming e-mail arrives at the ...

New in this release 10 NN44400-114 Contact Center Agent Desktop 2 December 2010 network. You can make or receive voice calls through Agent Desktop using a headset connected to your computer.The My Computer mode provides the best IP audio quality that is possible with your connection speeds, computer...

NN44400-114 Contact Center Agent Desktop 2 December 2010 11 Introduction Avaya Aura™ Agent Desktop is a single-interface client application used to interact with customers. You can respond to customer contacts through a variety of media, including phone, outbound contacts, e-mail, Web communication,...

Introduction 12 NN44400-114 Contact Center Agent Desktop 2 December 2010 Navigation • Agent Desktop User Interface (page 13) • Using your Agent Desktop (page 19) • Telephony (page 29) • Outbound calls and callbacks (page 39) • E-mail (page 65) • Fax message (page 81) • Scanned document (page 85) • V...

NN44400-114 Contact Center Agent Desktop 2 December 2010 13 Agent Desktop User Interface Use Agent Desktop to handle voice, e-mail, outbound, Web communications, instant messaging, voice mail, fax, scanned documents, and SMS text message contacts. Use Agent Desktop in the following situations: • to ...

NN44400-114 Contact Center Agent Desktop 2 December 2010 15 Agent Desktop User Interface Work list window The work list window contains work items and control buttons corresponding to the work item. The controls and functions change depending on the information in the work list window. The top right...

Agent Desktop User Interface 16 NN44400-114 Contact Center Agent Desktop 2 December 2010 Work item controls Each work item has a number of contact-related controls. These controls change depending on the work list window behavior and contact type. Only appropriate controls are displayed on work item...

NN44400-114 Contact Center Agent Desktop 2 December 2010 17 Agent Desktop User Interface User preferences Use the User Settings page, under the User Preferences menu, to select template locations, enable the spelling checker, define an e-mail signature, or change your password. Use the Audio Setting...

NN44400-114 Contact Center Agent Desktop 2 December 2010 19 Using your Agent Desktop This chapter describes how to install and configure Avaya Aura™ Agent Desktop. Navigation • Installing the Agent Desktop (page 19) • Starting the Agent Desktop (page 20) • Creating a shortcut to the Agent Desktop (p...

Using your Agent Desktop 20 NN44400-114 Contact Center Agent Desktop 2 December 2010 functionality then the URL is <Communication Control Toolkit servername>/agentdesktop. 2 Click Launch Agent Desktop . 3 Click Install . --End-- Starting the Agent Desktop Start the Agent Desktop when you are r...

NN44400-114 Contact Center Agent Desktop 2 December 2010 21 Using your Agent Desktop Creating a shortcut to the Agent Desktop Create a shortcut to the Agent Desktop to quickly access the application without manually entering the URL. Prerequisites • Ensure that you install Agent Desktop. See Install...

Using your Agent Desktop 22 NN44400-114 Contact Center Agent Desktop 2 December 2010 The system verifies your logon ID and automatically logs you on to the Agent Desktop application. 6 If you are configured to handle Multimedia contacts (such as e-mail), in the Multimedia tab, type your ID and Passw...

NN44400-114 Contact Center Agent Desktop 2 December 2010 23 Using your Agent Desktop 7 If you create a new user profile, enter your Extension , Password , Server Address and License Type and then click Save this profile . 8 If you are configured to handle Multimedia contacts (such as e-mail), in the...

Using your Agent Desktop 24 NN44400-114 Contact Center Agent Desktop 2 December 2010 3 In the Enter Login details window, perform one of the following tasks: • If your user profile is configured in Office Communicator (OC) and OC is installed on the PC running Agent Desktop, ensure that the informat...

NN44400-114 Contact Center Agent Desktop 2 December 2010 25 Using your Agent Desktop 2 Select the Preferences tab. 3 Near the bottom of the Preferences tab, in the Password section, select Change Password . 4 In the Current Password box, type your current password. 5 In the New Password box, type yo...

Using your Agent Desktop 26 NN44400-114 Contact Center Agent Desktop 2 December 2010 1 On the Agent Desktop Top bar menu, click User Preferences, Audio Settings . 2 In the Audio Settings tab, in the Volume section, adjust the Playback slider to set the volume for all sound output through your comput...

NN44400-114 Contact Center Agent Desktop 2 December 2010 27 Using your Agent Desktop 1 On the Agent Desktop Top bar menu, click the Status icon. 2 Select Go Ready . Agent Desktop places you in Ready status. The status icon changes to green and the Top bar displays the Ready status. --End-- Changing ...

Using your Agent Desktop 28 NN44400-114 Contact Center Agent Desktop 2 December 2010 Logging off from Agent Desktop Log off from Agent Desktop when you are ready to exit the application. A warning message appears asking you to confirm that you want to close the Agent Desktop and log off. Prerequisit...

NN44400-114 Contact Center Agent Desktop 2 December 2010 29 Telephony This chapter describes how to handle incoming telephone calls from customers by using Avaya Aura™ Agent Desktop. You can use the Agent Desktop to perform the following telephony tasks: • Accept and decline incoming contacts. • Ent...

NN44400-114 Contact Center Agent Desktop 2 December 2010 31 Telephony --End-- Declining a call Decline a call if you want to reject the contact and place the contact back in the queue. The contact is then queued to another agent and your status becomes Not Ready. You cannot receive new incoming cont...

Telephony 32 NN44400-114 Contact Center Agent Desktop 2 December 2010 Procedure steps Step Action 1 Select the work item. 2 Click the Activity Code work item in-line command. 3 In the Activity Code box, select or type your Activity Code. --End-- Placing a call on hold Place a call on hold to interru...

NN44400-114 Contact Center Agent Desktop 2 December 2010 33 Telephony Transferring a call You can transfer a call to another agent using a supervised transfer or a blind transfer. In a supervised transfer, the call is placed on hold, and you speak to the third party before you complete the transfer....

Telephony 34 NN44400-114 Contact Center Agent Desktop 2 December 2010 4 Speak with the agent, if necessary, before you conference in the customer. 5 Click Conference again to take the customer off hold and conference in the customer and the other agent. --End-- Conferencing in a supervisor Conferenc...

NN44400-114 Contact Center Agent Desktop 2 December 2010 35 Telephony To call a supervisor when you are on a call, see Conferencing in a supervisor (page 34) . Procedure steps Step Action 1 On the Agent Desktop Action bar menu, click Supervisor . --End-- Making a call Make a call using Agent Desktop...

Telephony 36 NN44400-114 Contact Center Agent Desktop 2 December 2010 1 On the Agent Desktop Action bar menu toolbar, click the DTMF option. 2 Enter the numbers on the keypad that appears. --End-- Using the Emergency key Use the Emergency key if you require immediate assistance from your supervisor ...

NN44400-114 Contact Center Agent Desktop 2 December 2010 37 Telephony Prerequisites • Ensure that your contact center is SIP-enabled. • Ensure that you log on to Agent Desktop. • Ensure that you have either supervisor or agent-supervisor privileges. Procedure steps Step Action 1 On the Agent Desktop...

Telephony 38 NN44400-114 Contact Center Agent Desktop 2 December 2010 Ending your observation End your observation when you no longer need to observe the agent and customer conversation. The agent and the customer on the call cannot hear the supervisor join or leave the call. The supervisor or agent...

Outbound calls and callbacks 40 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Placing an outbound call (page 41) • Using a script (page 42) • Recording the result (page 42) • Ending the call (page 43) • Scheduling a callback (page 43) • Calling the customer (page 44) Accepting an outbou...

NN44400-114 Contact Center Agent Desktop 2 December 2010 41 Outbound calls and callbacks Declining an outbound contact You can decline an outbound contact if you are unavailable to accept a call. Change your status to Not Ready if you are unavailable to handle contacts. Procedure steps Step Action 1...

Outbound calls and callbacks 42 NN44400-114 Contact Center Agent Desktop 2 December 2010 5 Verify the customer information and update any customer contact fields required. --End-- Using a script Use a script if the campaign administrator assigned an agent script to the outbound campaign. The content...

NN44400-114 Contact Center Agent Desktop 2 December 2010 43 Outbound calls and callbacks Some disposition codes indicate that the call was completed (for example, Not Interested or Sale Made), while other disposition codes indicate that the call was not completed (for example, No Answer or Number Bu...

Outbound calls and callbacks 44 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Identify a customer for a scheduled callback. Procedure steps Step Action 1 Click Schedule Callback . 2 In the Schedule Callback window, select a skillset from the list to direct the contact to the most approp...

NN44400-114 Contact Center Agent Desktop 2 December 2010 47 Predictive Outbound This chapter describes how to handle Predictive Outbound contacts by using Avaya Aura™ Agent Desktop. Administrators create Outbound campaigns using the customer database, custom scripts, and Predictive Outbound settings...

Predictive Outbound 48 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Progressive: Similar to the Predictive dialing option, Contact Center sends a record to the dialer for automatic outbound processing. The contact is displayed on the Agent Desktop and the customer simultaneously receiv...

NN44400-114 Contact Center Agent Desktop 2 December 2010 49 Predictive Outbound • Handling a standard callback call (page 61) Changing to Ready status Change to Ready status after you log on to Agent Desktop or any time you are ready to accept contacts. Procedure steps Step Action 1 From the Agent D...

Predictive Outbound 50 NN44400-114 Contact Center Agent Desktop 2 December 2010 Changing to Not Ready status Change to Not Ready status to indicate that you are not ready to accept contacts. Prerequisites • Ensure that you have no active contact. Procedure steps Step Action 1 From the Agent Desktop ...

NN44400-114 Contact Center Agent Desktop 2 December 2010 51 Predictive Outbound 2 Click Go Not Ready . The agent status changes to Not Ready. --End-- Changing to Not Ready status when on a contact Change to Not Ready status while still on a contact to indicate that you will not be ready to accept co...

Predictive Outbound 52 NN44400-114 Contact Center Agent Desktop 2 December 2010 --End-- Handling a Paced call Handling a paced call enables you to preview a call while it is being dialed by the system. You cannot cancel the call or dial the customer’s phone number. Prerequisites • Ensure that you ar...

NN44400-114 Contact Center Agent Desktop 2 December 2010 53 Predictive Outbound • Select one of the customer phone numbers that appears in the Preview Contact dialog box, and click Dial to call the customer. • Click Cancel to cancel the contact. • Respond to the call when the Preview time period exp...

NN44400-114 Contact Center Agent Desktop 2 December 2010 57 Predictive Outbound Attention: In manual mode, if you press the Transfer/Conference buttons on the phone, the Transfer/Conference dialog box will not appear on Agent Desktop as it does for other modes of predictive outbound. 3 Click Consult...

Predictive Outbound 58 NN44400-114 Contact Center Agent Desktop 2 December 2010 Ending a contact End a contact with the customer. Procedure steps Step Action 1 On the Agent Desktop Predictive Outbound Voice Path work item, click Disposition Contact . Hangup and Leave Conference disconnects the agent...

NN44400-114 Contact Center Agent Desktop 2 December 2010 59 Predictive Outbound Procedure job aid Originating a call You can originate a call to a customer when you are in Wrapup status. Prerequisites • Ensure that you are in Wrapup status. Procedure steps Step Action 1 Click Initiate a Call . 2 Sel...

NN44400-114 Contact Center Agent Desktop 2 December 2010 61 Predictive Outbound Handling a standard callback call Handling a Standard callback call is similar to handling a normal call in each mode of predictive (Manual, Paced, Preview, Progressive and Predictive) apart from memo text. A contact is ...

Predictive Outbound 62 NN44400-114 Contact Center Agent Desktop 2 December 2010 You can preview or cancel or dial the customer's phone number if the contact presented to the agent is a Preview or manual contact. Prerequisites • Ensure that you are in Ready status. • The work session on CPSEE Applica...

E-mail 68 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Using a template response (page 74) • Defining your default attachment folder (page 74) • Adding an attachment to your e-mail response (page 74) • Viewing e-mail attachments (page 75) • Removing an attachment from an e-mail respons...

NN44400-114 Contact Center Agent Desktop 2 December 2010 69 E-mail Procedure steps Step Action 1 On the Agent Desktop, click Reject . --End-- Verifying customer information Verify customer information by viewing the left side of the Customer Details window, which shows customer details, the history ...

NN44400-114 Contact Center Agent Desktop 2 December 2010 71 E-mail 7 To change the text size, select the text and click the up arrow to increase the font size, or click the down arrow to decrease the font size. 8 To perform a spell check, click the Check Spelling icon. 9 To add an attachment to the ...

E-mail 72 NN44400-114 Contact Center Agent Desktop 2 December 2010 Using the address book to reply to a contact Use the address book to search for an e-mail address in the corporate address book or in the customer database when you use e-mail to reply to a customer or transfer a contact. You can sea...

NN44400-114 Contact Center Agent Desktop 2 December 2010 73 E-mail 1 Select the name from the To , Cc , or Bcc field, and then press Delete on your keyboard. --End-- Creating a template response Create and store your own templates to use predefined messages or responses to typical customer queries. ...

E-mail 74 NN44400-114 Contact Center Agent Desktop 2 December 2010 Using a template response Use a template response that you previously created for responses to typical customer queries. Procedure steps Step Action 1 In the e-mail window, click Insert Template . 2 Navigate to the template folder. I...

NN44400-114 Contact Center Agent Desktop 2 December 2010 75 E-mail Procedure steps Step Action 1 Click Insert File . 2 Click Attach . If you defined an attachment folder in the user settings, the default attachment folder automatically appears. 3 To add a file from a different location, navigate to ...

E-mail 76 NN44400-114 Contact Center Agent Desktop 2 December 2010 3 Click OK . --End-- Using the spelling checker Use the spelling checker on the Agent Desktop interface to locate spelling errors in your e-mail message. You can enable or disable the automatic spell-check feature. You can use the Us...

NN44400-114 Contact Center Agent Desktop 2 December 2010 77 E-mail Closing the e-mail contact Close the e-mail contact when the contact is complete. When you close a contact, select a Closed Reason code. The Closed Reason codes that appear are applicable to the contact type being closed. Procedure s...

E-mail 78 NN44400-114 Contact Center Agent Desktop 2 December 2010 Following up on a contact Follow up on a contact after you complete a contact but want to perform a follow-up action, for example, to transfer a contact to another agent. Procedure steps Step Action 1 Click Follow-up . The e-mail dis...

NN44400-114 Contact Center Agent Desktop 2 December 2010 79 E-mail Transferring a contact outside the contact center Transfer a contact to an e-mail address outside the Contact Center for consultation. When you transfer a contact to an external e-mail address, you must manually add any attachments y...

NN44400-114 Contact Center Agent Desktop 2 December 2010 81 Fax message This chapter describes how to perform fax message tasks. Use Avaya Aura™ Agent Desktop to perform the following tasks when you handle a fax message: • Accept the incoming fax message. • Review the fax message. • Send a reply. • ...

Fax message 82 NN44400-114 Contact Center Agent Desktop 2 December 2010 The fax message opens in the fax display panel. --End-- Declining an incoming fax message Decline an incoming fax message if you cannot handle the fax. Procedure steps Step Action 1 On the Agent Desktop, select the new fax messa...

NN44400-114 Contact Center Agent Desktop 2 December 2010 83 Fax message Prerequisites • Ensure that you understand how to use the spell-check feature. See Using the spelling checker (page 76) . Procedure steps Step Action 1 After you review the customer contact, click Reply . 2 In the fax response w...

Fax message 84 NN44400-114 Contact Center Agent Desktop 2 December 2010 Transferring a fax message Transfer a fax message to another skillset or to a specific agent in the contact center. When you transfer a fax message to a skillset or agent, you also transfer the ownership of the contact. Procedur...

NN44400-114 Contact Center Agent Desktop 2 December 2010 85 Scanned document This chapter describes how to perform scanned document tasks. Use Avaya Aura™ Agent Desktop to perform the following tasks when you handle a scanned document: • Accept an incoming scanned document. • Review the scanned docu...

Scanned document 86 NN44400-114 Contact Center Agent Desktop 2 December 2010 The scanned document opens in the document display panel. --End-- Declining an incoming scanned document message Decline an incoming scanned document message if you cannot handle the document. Procedure steps Step Action 1 ...

NN44400-114 Contact Center Agent Desktop 2 December 2010 87 Scanned document Replying to a scanned document message Reply to an scanned document message when a customer sends a scanned document to the contact center requesting a response. You can reply to the scanned document by sending an e-mail me...

Scanned document 88 NN44400-114 Contact Center Agent Desktop 2 December 2010 2 Select one of the configured Closed Reason codes that best describes the reason you closed your scanned document. --End-- Transferring a scanned document Transfer a scanned document to another skillset or to a specific ag...

NN44400-114 Contact Center Agent Desktop 2 December 2010 89 Voice mail messages 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. • Li...

Voice mail messages 90 NN44400-114 Contact Center Agent Desktop 2 December 2010 The voice mail message opens in the e-mail display panel. The voice mail is a .wav attachment to this e-mail. --End-- Declining an incoming voice mail message Decline an incoming voice mail message if you cannot handle t...

NN44400-114 Contact Center Agent Desktop 2 December 2010 91 Voice mail messages Replying to a voice mail message Reply to an voice mail message when a customer sends a voice mail message to the contact center requesting a response. You reply to a voice mail message by phoning the customer. Prerequis...

Voice mail messages 92 NN44400-114 Contact Center Agent Desktop 2 December 2010 Transferring a voice mail message Transfer a voice mail message to another skillset or to a specific agent within the contact center. When you transfer a voice mail message to a skillset or agent, you also transfer owner...

NN44400-114 Contact Center Agent Desktop 2 December 2010 93 Short Message Service text message This chapter describes how to perform Short Message Service (SMS) text message tasks. Use Avaya Aura™ Agent Desktop to perform the following tasks when you handle an SMS text message: • Accept the incoming...

Short Message Service text message 94 NN44400-114 Contact Center Agent Desktop 2 December 2010 1 On the Agent Desktop work list, select the new SMS text message work item, and click Accept . The SMS text message opens in the display panel.The customer details for the SMS Test message opens in the bo...

Short Message Service text message 96 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Click Replace to replace the word with the suggested text. • Click Replace All to replace all instances of the word with the suggested text and to add the word to the dictionary. • Click Options to confi...

NN44400-114 Contact Center Agent Desktop 2 December 2010 99 Web communications This chapter describes how to use the Web communications feature to communicate directly with customers in real time over the Internet by using the Avaya Aura™ Agent Desktop: • Accept an incoming contact. • Review and upd...

Web communications 100 NN44400-114 Contact Center Agent Desktop 2 December 2010 Accepting a Web communications contact Accept a Web communications contact to communicate privately with a customer in real time over the Internet. An agent and a customer can use the text chat component of the Agent Des...

NN44400-114 Contact Center Agent Desktop 2 December 2010 101 Web communications 1 On the work item, click Accept . Attention: Your site administrator configures the maximum number of additional contacts you can manage. --End-- Customizing a tab name If you have multiple IM Web communications contact...

Web communications 102 NN44400-114 Contact Center Agent Desktop 2 December 2010 Sending a chat message Send a chat message to communicate privately with a customer in real time over the Internet. Procedure steps Step Action 1 In the Chat box, type the text of your comments to the customer. 2 Click t...

NN44400-114 Contact Center Agent Desktop 2 December 2010 103 Web communications • Dynamic pages that are customized through the use of cookies can appear differently because you and the customer each have separate cookies. Cookies are never shared by you and the customer. • Framed pages cannot be pu...

Web communications 104 NN44400-114 Contact Center Agent Desktop 2 December 2010 The chat session is now transferred to the agent and is no longer displayed on your Agent Desktop. Your status is set to Ready. --End-- Conferencing a chat session Conference a chat session to another available agent. Yo...

NN44400-114 Contact Center Agent Desktop 2 December 2010 105 Web communications 4 Click Close . 5 Repeat step 1 to step 4 to close each additional Web communications contact. --End-- Sending the chat log in an e-mail message If your Contact Center is licensed for e-mail, you can send a copy of the c...

NN44400-114 Contact Center Agent Desktop 2 December 2010 107 Instant messaging Use the Avaya Aura™ Agent Desktop Instant Message (IM) window to communicate with customers over the Internet in real time. You can use the Instant Message window to perform the following tasks: • Accept an instant messag...

Instant messaging 108 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Using spelling checker in an instant message (page 110) • Viewing personnel using Contacts Presence (page 110) • Transferring an instant message using Contacts Presence (page 111) • Consulting on an instant message usin...

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...

Instant messaging 110 NN44400-114 Contact Center Agent Desktop 2 December 2010 Using suggested Web pages Use a suggested Web page to add a commonly used Web page URL to an instant message. The administrator defines suggested Web pages using the Contact Center Multimedia Administrator. Procedure step...

NN44400-114 Contact Center Agent Desktop 2 December 2010 111 Instant messaging A site administrator can configure default Instant Experts groups to load automatically after you log on to Agent Desktop. The name of the default Instant Expert groups have an underscore in front, for example, _autoload....

Instant messaging 112 NN44400-114 Contact Center Agent Desktop 2 December 2010 Consulting on an instant message using Contacts Presence Consult on an instant message with another person after you confirm that the person is available by using Contacts Presence. Procedure steps Step Action 1 On the Ag...

NN44400-114 Contact Center Agent Desktop 2 December 2010 113 Instant messaging 6 Click Complete Conference . The new Conversation window closes and the original Conversation window reappears. When the new person begins typing, the participant list above the text displays updated contact information ...

Instant messaging 114 NN44400-114 Contact Center Agent Desktop 2 December 2010 2 Determine the person with whom you want to consult, and confirm that they are available. 3 Right-click the name of the person and then click Consult . The person you want to consult must click Accept. The current instan...

NN44400-114 Contact Center Agent Desktop 2 December 2010 117 Agent Statistics Avaya Aura™ Agent Desktop displays live skillset related statistics. Agents can display assigned skillset statistics in pie chart or bar chart format. Supervisors can display statistics for all skillsets. Agent Desktop Sta...

Agent Statistics 118 NN44400-114 Contact Center Agent Desktop 2 December 2010 Prerequisites for Agent Statistics • Ensure that you have a Contact Center Web Statistics (CCWS) license. Attention: Support is not available for microbrowsers, such as those available for Win CE 2.0, WinTV, PDAs, or other...

NN44400-114 Contact Center Agent Desktop 2 December 2010 119 Agent Statistics Procedure steps Step Action 1 On the Agent Desktop statistics tab, select Contacts . 2 In the Skillset control, select the skillset to see the statistics. A chart is displayed in the chart area showing the statistics. 3 Yo...

Agent Statistics 120 NN44400-114 Contact Center Agent Desktop 2 December 2010 Using the Statistics Ticker The Agent Desktop Action bar contains an Agent Statistics Ticker. The Agent Statistics Ticker displays assigned skillsets, contacts waiting (in square brackets), and skillset name on a scrolling...

NN44400-114 Contact Center Agent Desktop 2 December 2010 121 Customer and contact details Use the Multimedia component to create, search, view, and edit customer and contact details. With Avaya Aura™ Agent Desktop, you can perform the following tasks: • Create a customer record. • Search for a custo...

Customer and contact details 122 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Opening a contact (page 128) • Closing contacts (supervisors only) (page 129) Creating a customer record Create a customer record if the multimedia database does not currently have information about a custome...

NN44400-114 Contact Center Agent Desktop 2 December 2010 123 Customer and contact details Searching for a customer Search for a customer to view or edit customer details or if you want to create or review a customer contact. You can search for a customer based on one or more of the following criteri...

Customer and contact details 124 NN44400-114 Contact Center Agent Desktop 2 December 2010 Prerequisites • Ensure that you have no customer records currently open. Procedure steps Step Action 1 Click the Details tab of the Customer Details pane. 2 Click Edit to change the customer information or Add ...

NN44400-114 Contact Center Agent Desktop 2 December 2010 125 Customer and contact details 1 On the Agent Desktop window, click Customer Details . 2 In the Custom Fields section, click the Intrinsics tab. 3 Right-click the required CCT intrinsic. 4 Click Copy . --End-- Viewing the Auto Launch Applica...

Customer and contact details 126 NN44400-114 Contact Center Agent Desktop 2 December 2010 --End-- Searching for a contact Search for a contact to create or review a customer contact. You can search for a contact based on one or more of the following criteria: • Agent (is, is not) • Last action (is, ...

NN44400-114 Contact Center Agent Desktop 2 December 2010 127 Customer and contact details 5 Click Search. 6 To sort the search results by a column, click the column heading of the field by which you want to sort. 7 Double-click the contact to open. --End-- Printing search results You can print the s...

Customer and contact details 128 NN44400-114 Contact Center Agent Desktop 2 December 2010 3 View the contact details on the right pane of the Agent Desktop window. --End-- Opening a contact Open a contact to add or edit information, to complete an outbound call, or to send a reply to an e-mail messa...