Avaya NN44400-114 podręczniki

Avaya NN44400-114 Instrukcja Użytkownika (130 strony)

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Angielski

Spis treści

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

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Instant messaging 107

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Agent Statistics 117

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New in this release

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New contact types

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Agent statistics

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E-mail editor improvements

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E-mail auto suggest

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New usage modes

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Other changes

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Introduction

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Agent Desktop User Interface

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Work item paradigm

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Work list window

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Action bar

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User preferences

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Using your Agent Desktop

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Starting the Agent Desktop

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Variable definitions

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Changing your password

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Accessing online help

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Telephony

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Accepting a call

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Declining a call

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Entering an activity code

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Placing a call on hold

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Releasing a call on hold

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Transferring a call

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Conferencing in another agent

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Conferencing in a supervisor

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Ending a call

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Calling your supervisor

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Making a call

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Using DTMF digits

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Using the Emergency key

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Observing a call

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Barging in on a call

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Ending your observation

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Outbound calls and callbacks

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Accepting an outbound contact

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Declining an outbound contact

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Placing an outbound call

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Using a script

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Recording the result

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Ending the call

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Scheduling a callback

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Calling the customer

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Predictive Outbound

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Changing to Ready status

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Changing to Not Ready status

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Handling a Paced call

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Handling a Preview call

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Handling a manual call

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Cancelling a call

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Procedure job aid

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Ending a contact

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Originating a call

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Example of e-mail toolbar

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Accepting an incoming contact

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Declining an incoming contact

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Replying to an e-mail message

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Creating an e-mail message

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Creating a template response

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Using a template response

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Viewing e-mail attachments

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Using the spelling checker

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Closing the e-mail contact

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Postponing work on a contact

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Following up on a contact

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Printing contact details

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Fax message

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Reviewing a fax message

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Replying to a fax message

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Closing a fax message

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Transferring a fax message

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Scanned document

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Voice mail messages

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Closing a voice mail message

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Prerequisites

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Procedure steps

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Customizing a tab name

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Sending a chat message

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Transferring a chat session

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Conferencing a chat session

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Ending the Text Chat session

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Web communications

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Instant messaging

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Accepting an instant message

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Declining an instant message

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Sending an instant message

109

Using an auto-phrase

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Using suggested Web pages

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Ending an instant message

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1 Click Close

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Agent Statistics

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Navigation

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Enabling Service Level alerts

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Using the Statistics Ticker

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Customer and contact details

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Creating a customer record

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Searching for a customer

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Viewing a CCT intrinsic

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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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