Avaya Contact Center Select Agent

Desktop Guide

Release 6.4
Issue 01.AC
April 2014
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 Contents

Chapter 1: Introduction............................................................................................................ 9
Purpose.................................................................................................................................. 9
Intended audience................................................................................................................... 9
Related resources................................................................................................................... 9
Documentation.................................................................................................................. 9
Avaya Mentor videos....................................................................................................... 10
Support................................................................................................................................ 11
Chapter 2: Avaya Contact Center Select overview.............................................................. 12
Prerequisites......................................................................................................................... 13
Chapter 3: Using your Agent Desktop.................................................................................. 14
Installing Agent Desktop........................................................................................................ 14
Starting Agent Desktop.......................................................................................................... 14
Creating a shortcut to Agent Desktop...................................................................................... 15
Logging on to Agent Desktop ................................................................................................ 15
Agent Desktop User Interface................................................................................................. 16
Work Item paradigm........................................................................................................ 16
Top bar........................................................................................................................... 17
Work list window............................................................................................................. 17
Action bar....................................................................................................................... 18
User preferences............................................................................................................. 19
Screen pops on Agent Desktop........................................................................................ 20
Customize Agent Desktop window settings........................................................................ 20
Agent Desktop system tray icon........................................................................................ 21
Shortcut keys in Agent Desktop........................................................................................ 21
Agent Statistics............................................................................................................... 21
Agent Desktop Dashboard............................................................................................... 23
Changing your password....................................................................................................... 24
Using the Agent Desktop configurable home page................................................................... 25
Setting Work Item Display...................................................................................................... 25
Swapping Panels on Agent Desktop....................................................................................... 26
Viewing shortcut keys on Agent Desktop................................................................................. 26
Changing your status to Ready............................................................................................... 27
Changing your status to Not Ready......................................................................................... 27
Accessing the Agent Statistics tab.......................................................................................... 28
Viewing the Skillset statistic chart........................................................................................... 28
Viewing the Agent statistic chart............................................................................................. 28
Enabling Service Level alerts................................................................................................. 29
Using the Statistics Ticker...................................................................................................... 29
Collecting and uploading log files from the Agent Desktop Dashboard....................................... 30

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 Contents

Checking the network connection in the Agent Desktop Dashboard........................................... 31

Recording a video of your agent desktop actions..................................................................... 31
Changing the Agent Desktop Dashboard log settings............................................................... 32
Accessing online help............................................................................................................ 32
Closing contacts if you receive a force log out message........................................................... 33
Understanding supervisor changes to your Ready status.......................................................... 33
Logging off from Agent Desktop.............................................................................................. 33
Removing the Agent Desktop client software........................................................................... 34
Chapter 4: Customer and contact details............................................................................. 35
Prerequisites for working with customer and contact details...................................................... 35
Creating a customer record.................................................................................................... 36
Searching for a customer....................................................................................................... 36
Adding or editing customer information................................................................................... 37
Setting the barred status for a customer phone number............................................................ 38
Clearing the barred status for a customer phone number.......................................................... 38
Viewing an intrinsic................................................................................................................ 39
Copying an intrinsic............................................................................................................... 39
Viewing User to User Information............................................................................................ 39
Modifying User to User Information......................................................................................... 40
Viewing customer contact intrinsics......................................................................................... 40
Launching an intrinsic-associated application manually............................................................ 40
Searching for a contact.......................................................................................................... 41
Printing search results........................................................................................................... 42
Viewing a contact.................................................................................................................. 42
Opening a contact................................................................................................................. 43
Closing contacts.................................................................................................................... 43
Chapter 5: Telephony............................................................................................................. 45
Accepting a call..................................................................................................................... 46
Declining a call...................................................................................................................... 46
Entering an Activity code........................................................................................................ 47
Entering an After Call Work Item Code.................................................................................... 47
Placing a call on hold............................................................................................................. 48
Releasing a call on hold......................................................................................................... 48
Transferring a call.................................................................................................................. 48
Conferencing in another agent................................................................................................ 49
Conferencing in a supervisor.................................................................................................. 49
Ending a call......................................................................................................................... 50
Calling your supervisor.......................................................................................................... 50
Making a call......................................................................................................................... 50
Using DTMF digits................................................................................................................. 51
Using the Emergency key...................................................................................................... 51
Observing a voice contact...................................................................................................... 52
Barging-in on a voice contact................................................................................................. 52

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Contents

Joining two voice calls........................................................................................................... 53

Making a call while on an existing voice call ............................................................................ 54
Accepting an inbound voice call while on an existing skillset voice call ...................................... 54
Calling an agent using Contacts Presence............................................................................... 54
Searching for a contact in Phonebook..................................................................................... 55
Calling an agent using Phonebook.......................................................................................... 55
Filtering contacts using Phonebook......................................................................................... 56
Tagging a contact in Phonebook............................................................................................. 57
Configuring the display of columns in Phonebook.................................................................... 57
Adding a custom contact........................................................................................................ 58
Editing a custom contact........................................................................................................ 59
Deleting a custom contact...................................................................................................... 59
Using the Call History tab....................................................................................................... 60
Chapter 6: Telephony - Other Phone mode.......................................................................... 62
Logging on to Agent Desktop in Other Phone mode................................................................. 63
Accepting a call in Other Phone mode..................................................................................... 63
Transferring a call in Other Phone mode................................................................................. 64
Conferencing in another agent in Other Phone mode............................................................... 65
Recovering the nailed-up call................................................................................................. 65
Chapter 7: Outbound calls and callbacks............................................................................ 67
Accepting an outbound contact............................................................................................... 68
Declining an outbound contact................................................................................................ 68
Placing an outbound call........................................................................................................ 68
Using a script........................................................................................................................ 69
Recording the result.............................................................................................................. 70
Ending the call...................................................................................................................... 70
Scheduling a callback............................................................................................................ 71
Calling the customer manually................................................................................................ 71
Chapter 8: Email...................................................................................................................... 73
Supervisor approval of email messages.................................................................................. 76
Accepting an incoming email message.................................................................................... 77
Declining an incoming email message..................................................................................... 77
Verifying customer information............................................................................................... 78
Resetting customer password ................................................................................................ 78
Replying to an email message................................................................................................ 79
Creating an email message.................................................................................................... 80
Using the address book to reply to a contact............................................................................ 81
Removing a name from the recipient list.................................................................................. 82
Creating a template response................................................................................................. 82
Defining your default template folder....................................................................................... 83
Using a template response..................................................................................................... 83
Defining your default attachment folder................................................................................... 83
Adding an attachment to your email response.......................................................................... 84

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 Contents

Viewing email attachments..................................................................................................... 84

Removing an attachment from an email response.................................................................... 85
Adding inline images.............................................................................................................. 85
Using the spelling checker..................................................................................................... 86
Closing the email contact....................................................................................................... 87
Postponing work on a contact................................................................................................. 87
Following up on a contact....................................................................................................... 88
Transferring a contact within the Contact Center...................................................................... 88
Transferring a contact outside the Contact Center.................................................................... 89
Printing contact details........................................................................................................... 89
Sending an email message to an agent using Phonebook........................................................ 89
Approving email messages.................................................................................................... 90
Rejecting an email message sent for approval......................................................................... 91
Redrafting a rejected email message...................................................................................... 92
Chapter 9: Fax message......................................................................................................... 93
Prerequisites......................................................................................................................... 93
Accepting an incoming fax message....................................................................................... 93
Declining an incoming fax message........................................................................................ 94
Reviewing a fax message...................................................................................................... 94
Replying to a fax message..................................................................................................... 94
Closing a fax message........................................................................................................... 95
Transferring a fax message.................................................................................................... 95
Chapter 10: Scanned document............................................................................................ 97
Prerequisites......................................................................................................................... 97
Accepting an incoming scanned document message................................................................ 97
Declining an incoming scanned document message................................................................. 98
Reviewing a scanned document message............................................................................... 98
Replying to a scanned document message.............................................................................. 98
Closing a scanned document message................................................................................... 99
Transferring a scanned document........................................................................................... 99
Chapter 11: Voice mail messages....................................................................................... 101
Prerequisites....................................................................................................................... 101
Accepting an incoming voice mail message........................................................................... 101
Declining an incoming voice mail message............................................................................ 102
Listening to a voice mail message........................................................................................ 102
Replying to a voice mail message......................................................................................... 102
Closing a voice mail message.............................................................................................. 103
Transferring a voice mail message........................................................................................ 103
Chapter 12: Short Message Service text message............................................................ 104
Prerequisites....................................................................................................................... 104
Accepting an incoming SMS text message............................................................................ 104
Declining an incoming SMS text message............................................................................. 105
Replying to an SMS text message........................................................................................ 105

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Contents

Using the spelling checker................................................................................................... 106

Closing an SMS text message contact.................................................................................. 107
Transferring an SMS text message....................................................................................... 107
Chapter 13: Web communications...................................................................................... 108
Accepting a Web communications contact............................................................................. 108
Customizing a tab name...................................................................................................... 110
Declining a Web communications contact.............................................................................. 111
Sending a chat message...................................................................................................... 111
Adding an auto-phrase to a chat message............................................................................. 112
Pushing a Web page to a customer...................................................................................... 112
Performing a Web Communications transfer to a skillset......................................................... 113
Transferring a chat session.................................................................................................. 113
Conferencing a chat session................................................................................................ 114
Observing a Web Communications contact........................................................................... 115
Barging-in on a Web Communications contact....................................................................... 116
Ending the Text Chat session............................................................................................... 116
Sending the chat log in an email message............................................................................. 117

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Chapter 1: Introduction

Purpose
This guide describes the tasks that Avaya Contact Center Select agents can perform using Agent
Desktop.

Intended audience
This guide is for contact center agents and supervisors who use Agent Desktop in an Avaya Contact
Center Select solution.

Related resources

Documentation
The following table lists the documents related to Avaya Contact Center Select. Download the
documents from the Avaya Support site at http://support.avaya.com.
Title Use this document to: Audience
Overview
Avaya Contact Center Select This document provides a technical • Sales engineers
Solution Description description of Avaya Contact Center Select.
• Implementation
It describes the product features,
engineers
specifications, licensing, and interoperability
with other supported products. • Solution architects
Implementing
Deploying Avaya Contact Center This document contains information about • Sales engineers
Select Software Appliance Avaya Contact Center Select Software
• Implementation
Appliance (VMware OVA) preparation,
engineers
deployment, initial configuration, and
verification. This document contains

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Introduction

Title Use this document to: Audience

information about maintaining and
troubleshooting the software appliance.
Deploying Avaya Contact Center This document contains information about • Sales engineers
Select Hardware Appliance Avaya Contact Center Select Hardware
• Implementation
Appliance (physical server) installation,
engineers
initial configuration, and verification. This
document contains information about
maintaining and troubleshooting the
hardware appliance.
Using
Administering Avaya Contact Center This document contains information and • System
Select procedures to configure the users, skillsets, administrators
and contact center configuration data. This
• Contact center
document contains information about
supervisors
creating Avaya Contact Center Select real-
time and historical reports.
Avaya Contact Center Select This document contains information about • System
Advanced Administration managing the Avaya Contact Center Select administrators
server, licensing, and multimedia
configuration.
Avaya Contact Center Select Agent This document provides information and • Contact center
Desktop Guide procedures for agents who use Agent agents
Desktop to accept, manage, and close
contacts of all media types in Avaya Contact
Center Select.

Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya
products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
Procedure
• To find videos on the Avaya Support website, go to http://support.avaya.com, select the
product name, and select the videos checkbox to see a list of available videos.
• To find the Avaya Mentor videos on YouTube, go to http://www.youtube.com/AvayaMentor and
perform one of the following actions:
• Enter a key word or key words in the Search Channel to search for a specific product or
topic.
• Scroll down Playlists, and click the name of a topic to see the available list of videos posted
on the site.

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 Support

Note:
Videos are not available for all products.

Support
Visit the Avaya Support website at http://support.avaya.com for the most up-to-date documentation,
product notices, and knowledge articles. You can also search for release notes, downloads, and
resolutions to issues. Use the online service request system to create a service request. Chat with
live agents to get answers to questions, or request an agent to connect you to a support team if an
issue requires additional expertise.

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Chapter 2: Avaya Contact Center Select
overview

Avaya Contact Center Select is a context-sensitive, collaborative, voice and multimedia customer
experience solution that allows small to midsize enterprises to anticipate, accelerate, and enhance
customer interactions. Avaya Contact Center Select uses the Avaya IP Office telephone system to
provide a real-time telephony platform. Avaya IP Office is a flexible and scalable phone system
designed specifically for small and midsize enterprises. IP Office supports a wide range of phones
and devices for use in contact centers.
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,
email, Web communication, fax, scanned documents, and Short Message Service (SMS) text
messages. Agent Desktop provides automation for customer responses to eliminate repetitive
actions, such as typing a common response in an email message. Agent Desktop supports specified
IP Office phones and continues to support multimedia contact types.
Agent Desktop, in an Avaya Contact Center Select solution, supports the following routed contact
types:
• Voice contacts
• Email messages
• Web communications contacts
• SMS text messages
• Fax messages
• Scanned documents
• Voice mail messages
Your administrator determines which type of contacts you can handle. Avaya Contact Center Select
also supports peer-to-peer Instant Messaging. To support the email-based contact types, you must
add an email server to your solution. To support the Web communications contact type, you must
add a Web communications server to your solution.
Agent Desktop uses Microsoft .NET Framework 4.0 Click Once Deployment technology, which
means that you can install and start the application by entering a URL address in Windows Explorer
or Internet Explorer.

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 Prerequisites

Prerequisites
Procedure
• Ensure that you review the Contact Center installation procedures.
• Supported Operating Systems:
- Windows Vista SP2 or later
- Windows 7 (32 bit and 64 bit) Ultimate and Enterprise editions
- Windows 8.1
• Ensure that the following are installed on the client machine. Administrative rights are required
to install the following applications:
- Microsoft Internet Explorer 7.0, 8.0, 9.0, 10.0, or 11.0 (32–bit versions only).
- Microsoft .NET Framework 4.0
- Windows Installer 4.5 Redistributable
- Microsoft Visual C++ 2005 SP1 Redistributable Package (x86)
- Microsoft Visual C++ 2008 SP1 Redistributable Package (x86)

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Chapter 3: Using your Agent Desktop

This chapter describes how to install, configure, and use Agent Desktop.

Installing Agent Desktop

Before you begin
• Ensure that you have a valid user ID and password to use with Agent Desktop.
About this task
Install Agent Desktop, if you are starting the application for the first time, or if you are starting the
application following installation of an upgrade or a patch.
Procedure
1. On the agent client computer, in Windows Explorer or Internet Explorer, type the HTTP
address (URL) provided by your system administrator.
The URL format is <Avaya Contact Center Select servername>/agentdesktop.
2. Click Install Prerequisites and follow the on screen instructions to install the .NET and
operating system components required to run Agent Desktop software.
Note:
You must have administrative privileges to install the prerequisite software.
3. Click Launch.

Starting Agent Desktop

About this task
Start Agent Desktop when you are ready to open the application.
Procedure
1. On the Agent Desktop client computer, in Windows Explorer or Internet Explorer, type the
HTTP address (URL) provided by your system administrator.

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 Creating a shortcut to Agent Desktop

The URL format is <Avaya Contact Center Select servername>/agentdesktop.

2. Click Launch.
OR
Click Start > Programs > Avaya > Avaya Aura Agent Desktop.
The Agent Desktop toolbar appears.

Creating a shortcut to Agent Desktop

About this task
Create a shortcut to Agent Desktop to quickly access the application without manually entering the
URL.
Procedure
1. Click Start > Programs > Avaya.
2. Right-click Avaya Aura Agent Desktop.
3. Select Send To > Desktop (create shortcut).

Logging on to Agent Desktop

About this task
Log on to Agent Desktop after you start the Agent Desktop application. The system automatically
configures your status to Not Ready. Change your status to Ready to indicate that you are available
to handle all media types for which you are licensed and configured. If you are assigned to a skillset
for a particular contact type, you can receive and create contacts in that contact type.
Note:
You must be logged on to the desktop phone before you log on to Agent Desktop.
Procedure
1. Start Agent Desktop.
2. On the User Credentials window, in the User ID box, type the agent user ID. For example,
type 6002.
3. In the Password box, type the password for the agent. For example, type Pw_6_002.
4. In the Domain box, type the host name of the Avaya Contact Center Select server.
5. Click OK.
6. On the Agent Desktop Top bar, from the Status list, select Login.

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Using your Agent Desktop

7. Click the Telephony tab.

8. Select Desk Phone from the Place and receive calls using drop-down list.
9. If you are configured to handle Multimedia contacts (such as email), on the Multimedia tab,
type your ID and Password.
10. Click Login.
The status icon changes to Not Ready.

Agent Desktop User Interface

Use Agent Desktop to handle voice, email, Web communications, SMS text message, voice mail,
fax, and scanned documents contacts. Use Agent Desktop in the following situations:
• to handle voice contacts in a voice-only contact solution
• to handle voice contacts, email messages, or Web communications contacts in a voice and
multimedia contact solution
This chapter describes the main user interface of the Agent Desktop application. There are three
main sections to the Agent Desktop user interface:

Figure 1: Example of Agent Desktop layout

1 Top bar on page 17

2 Work list window on page 17
3 Action bar on page 18

Agent Desktop also provides other controls and menus that are explained in the following sections.

Work Item paradigm

The main Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer
interaction is a work item. Work items appear on the Agent Desktop work list.
The work list consists of work items and control buttons corresponding to the work item. The
controls and functions change depending on the work list window behavior. When a new contact
arrives, Agent Desktop adds the new contact as a work item to the work list.

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 Agent Desktop User Interface

Top bar
The Top bar appears at the top of the Agent Desktop window. The Top bar provides the system
status and main controls to operate the Agent Desktop.

Figure 2: Example of Top bar layout

The agent status icon appears on the top left corner of the Agent Desktop Top bar. The Top bar also
displays the agent status, agent name, agent login ID, and dialable number of the agent.
The Top bar has the following icons:

Table 1: Top bar icons

Icon Name Description

Agent status Select agent status.

Terminal Actions Access Emergency controls.

User preferences Access user preferences, open the Dashboard, and

change work item display settings.
Help Access help information.

Use the Terminal Action menu to perform the following tasks:

Table 2: Terminal Action Menu

Command Description
Emergency Immediately connect with your supervisor in case of emergency.

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
corner of the work list window has work item controls. These controls are common to all work items
on the work list. When a new contact arrives, Agent Desktop adds the new contact as a work item to
the work list.
The following figure shows the work list windows and controls.

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Using your Agent Desktop

Figure 3: Example of work list layout

The illustrated work list shows two work items:
1 An email work item, at the top of the work list.
2 A voice call work item, at the bottom of the work list.

• A work item is a collection of interactions with a customer, another agent, a supervisor, or an

expert.
• A work list is a collection of work items. When you receive a new contact, it is added to the
work list so that you can monitor your current contacts. When you finish with the contact, or
reject the contact, the work item is removed from the list.
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.

Table 3: Examples of work item controls

Voice Email Name Description

Accept Accept the work item.

Release Release or reject the work item.

Hold Place the work item on hold.

Transfer Transfer the work item contact.

Conference/Join Conference the work item. Or join two work

items.
Activity code Set the work item activity code.

Work item details Read work items details.

Only appropriate controls are displayed on work items. Voice-related controls are displayed on voice
work items. Email-related controls are displayed on email work items.

Action bar
The Action bar contains global controls to create a new work item, to search contacts, and to open
secondary windows. The Action bar is located at the bottom of the Agent Desktop window.

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 Agent Desktop User Interface

Figure 4: Example of Action bar layout

Use the Action bar at the bottom of the main interface to make new contacts. New voice or email
contacts are collectively called new work in the Work Item Paradigm.

Table 4: Action bar commands

Icon Name Description

Customer Details View customer details.

Contacts Presence Contact presence.

Observe Listen in or participate in agent-customer calls or chat

sessions.
(Used by agent-supervisors only)
Phonebook Contact agents through the LDAP agent contact
directory.
Originate Call Start a new work item.

Supervisor Call your supervisor.

DTMF Generate Dual-tone Multi-frequency (DTMF) tones.

Call Log Display the Call Log to view missed calls.

Contact Search Search for contacts.

Customer Search Search for customers.

Schedule Callback Schedule a callback.

Agent Statistics Display the agent statistics scroll bar.

Teleworker Status Displays the status of the Teleworker or nail-up call. You
can click the status icon to establish or recover the nail-
up call.

User preferences
Use the User Settings page under the User Preferences menu, to select template locations, enable
the spelling checker, define an email signature, or change your password.

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Using your Agent Desktop

Use Set Work Item Display under the User Preferences menu, to set the size of the Work list
window. The Work list window displays active work items. You can set the number of active work
items you want to view in the Work list window. For more information, see Setting Work Item
Display on page 25.

Screen pops on Agent Desktop

A screen pop is a third-party application that administrators configure using the Multimedia
Administration tool. Agent Desktop displays screen pops when a contact alerts or is answered.
Screen pops can display relevant information about the alerting or answered contact based on
intrinsics, such as the To Address or Skillset associated with the contact.
The following types of screen pops are available:
• Basic Screen pops
• Advanced Screen pops
Administrators can configure a maximum of 20 basic screen pops and 50 advanced screen pops.
However, a maximum of five screen pops can open for alerting contacts and up to a maximum of
five screen pops can open for active contacts. Administrators must set a display order which is used
to choose the five screen pops to launch per event.
As administrators can configure multiple screen pops to open on a work item and assign different
settings to different screen pops, screen pop behavior varies between contact centers.
Screen pops open in one of the following three ways:
• To open as tabs within Agent Desktop.
• To open external to Agent Desktop within a web browser.
• To open an application external to Agent Desktop.

Customize Agent Desktop window settings

You can customize the following window settings on Agent Desktop:
• Window size and position.
• Window state (maximized or minimized).
• Splitter position.
• Multimedia panel state (expanded or collapsed).
• Maximum number of work items you want the Work Items panel to display. If the number of
Work Items is more than the maximum you have set, Agent Desktop displays the Work Items
using a scroll bar. For more information, see Setting Work Item Display on page 25.
• Panel swapping, that is, moving the Left Pane of Agent Desktop to the right side of Agent
Desktop and vice versa. For more information about panel swapping, see Swapping Panels on
Agent Desktop on page 26.

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 Agent Desktop User Interface

Once you close and reopen Agent Desktop, the system restores the window settings of Agent
Desktop.
In a multiple screen setup, once you close and reopen Agent Desktop, Agent Desktop opens on the
screen that Agent Desktop was last open on.

Agent Desktop system tray icon

You can add the Avaya Aura Agent Desktop icon to the Windows system tray.
Important:
The system does not display the system tray icon by default. To add the system tray icon, you
must expand the Windows System Tray, select Customize and then select Show icon and
notifications.
The system tray icon has a context menu that you can use to change your state in Agent Desktop to
Go Ready, Go Not Ready, After Call Work, or Logged Out. When Agent Desktop is minimized, the
system tray icon provides information about the state of the agent. The icon displays the state of the
agent using the following icon colors: amber for Not Ready, green for Ready, blue for After Call
Work, and white for Logged Out.
You can also close Agent Desktop, set After Work Codes or Not Ready Reason codes, and
configure settings for Agent Desktop using the Avaya Aura Agent Desktop system tray icon.

Shortcut keys in Agent Desktop

Shortcut keys are added to Agent Desktop to increase the accessibility compliance of Agent
Desktop. Shortcut keys also decrease that time that agents take to perform common tasks.
You can use shortcut keys on Agent Desktop to perform actions such as, Go Ready, Go Not Ready,
minimize or maximize Agent Desktop, release an active call, and answer an alerting call.
Agent Desktop displays the list of the shortcut keys in a tab on the Preferences control. For more
information, see Viewing shortcut keys on Agent Desktop on page 26.

Agent Statistics
Agent Desktop displays live skillset-related statistics. Agents can display assigned skillset statistics
in a pie or a bar chart format. Supervisors can display statistics for all skillsets. This chapter
describes how to use the Statistics tab.
The main Statistics tab parts are:
• Control: Used to select chart types.
• Skillsets: Used to display and select skillsets.
• Chart: Used to display charts.

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Using your Agent Desktop

Figure 5: Example of the Statistics tab on Agent Desktop

Control:
• Refresh: Reloads and resets the skillsets list in the skillset area.
• Sort: Alphabetical sort of skillset icons. Due to contact type prefixes on the skillsets names the
skillsets are also sorted by contact type.
• Pie/Bar: Dynamically changes between pie and bar charts in the chart display area.
• Agents Available: Displays the number of agents available.
• Agents Not Ready: Displays the number of agents not ready.
• Max Wait Time: Displays the maximum time (in seconds) the customer has to wait before being
connected to an agent.
• Calls Waiting: Displays the number of waiting calls.

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 Agent Desktop User Interface

• Alerts: Activate or de-activate Outlook style alerts for skillsets, whose Service Level falls below
the threshold defined in Contact Center Manager Administration.
Skillsets:
Displays a skillset icon for each available or assigned skillset. Supervisors in a multimedia
environment see all skillsets. Selecting a skillset icon updates the chart with the latest statistics for
that skillset.
The percentage figures on the skillset icons represent the current Service Level for the skillset. The
icons change to red if the current Service Level falls below the threshold defined in Contact Center
Manager Administration.
Charts:
The chart area displays a pie or bar chart.
Prerequisites:
Ask your supervisor to ensure that Contact Center Web Statistics are enabled.

Agent Desktop Dashboard

The Agent Desktop Dashboard enables you to collect and upload log files or videos to the Contact
Center server. You can also use the Dashboard to check the network connectivity of Agent Desktop
with the Contact Center servers. This feature assists with troubleshooting if you experience a
problem while using Agent Desktop. Depending on settings configured by the contact center
administrator, use of the Agent Desktop Dashboard can be password protected. You normally use
this feature only on request, and under the guidance of support staff.

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Using your Agent Desktop

Figure 6: Example of the Agent Desktop Dashboard

Changing your password

About this task
Change your password from the default password, if you are an agent who handles multimedia
contacts. The default password is the same as your Agent Logon ID.
If you forget your password, contact your administrator who can reset your password.
Procedure
1. On the Agent Desktop Top bar menu, click User Preferences.

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 Using the Agent Desktop configurable home page

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 your new password.
Your new password cannot be the same as your Agent Logon ID.
6. In the Confirm New Password box, retype your new password.
7. Click Save.

Using the Agent Desktop configurable home page

About this task
Administrators can set up an Agent Desktop configurable home page to open a screen pop when
you start Agent Desktop. The screen pop displays a Web page that the administrators configure.
Agents can use this Web page to perform their work efficiently. For example, the Web page can
open the latest sales or marketing campaign that the company is running at that time, or the Web
page can include the default agent script that the agent uses while talking to a customer.
Procedure
1. Start Agent Desktop.
Agent Desktop opens a screen pop containing a Web page that the administrators configure.
2. Right-click the screen pop tab to close the screen pop.
3. Click the Home Page button on the Agent Desktop toolbar to reopen the screen pop.

Setting Work Item Display

About this task
The Work list window displays the active work items. Use Set Work Item Display to set the number
of active work items that you want to view in the Work list window.
For example, if you set the work item display to the maximum of two and the number of active work
items is three, then the Work list window displays two active work items. You can use scroll bars to
the right of the Work list window to view the third active work item. The Work list window displays
the order of the work items as hover text. The hover text for the first work item is 1/3, and so on.
Procedure
1. On the Agent Desktop Top bar menu, click User Preferences.
2. From the User Preferences menu, select Set Work Item Display.

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Using your Agent Desktop

3. From the Set Work Item Display menu, select the maximum number of active work items
that you want the Work list window to display. You can choose from the following options:
• Size to show all
• Show maximum of 1
• Show maximum of 2
• Show maximum of 3
• Show maximum of 4
• Show maximum of 5
By default, Set Work Item Display is set to Size to show all.
The Set Work Item Display setting is saved in the agent profile after you log off from Agent
Desktop. When you log back on to Agent Desktop the setting is reset to the saved value.

Swapping Panels on Agent Desktop

About this task
If your administrator allows, you can move the left pane of Agent Desktop to the right side and vice-
versa.
A swap grip bar appears on the top of the left panel in Agent Desktop. You can drag and drop the
swap grip bar onto the swap button to perform the panel swap.
The system saves the panel position information according to your Contact Center configuration.
Procedure
1. On the left pane of Agent Desktop, click the swap grip bar.
When you hover over the swap grip bar, the system displays the following tooltip: Drag and
drop onto swap button to switch panels.
2. To perform the panel swap, drag and drop the swap grip bar onto the swap button.
The left pane moves to the right side of Agent Desktop.

Viewing shortcut keys on Agent Desktop

Before you begin
Log on to Agent Desktop.
About this task
You can use shortcut keys on Agent Desktop to perform common tasks, such as Go Ready, Go Not
Ready, minimize or maximize Agent Desktop, release an active call, and answer an alerting call.

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 Changing your status to Ready

Procedure
1. On Agent Desktop, click User Preferences > Preferences.
2. Click the Shortcut Keys tab.
The system displays the list of shortcut keys.
3. To disable shortcut keys, clear the Enable Shortcut Keys check box.
By default, the Enable Shortcut Keys check box is selected on Agent Desktop.

Changing your status to Ready

About this task
Change your status to Ready when you are available to create and receive contacts.
Procedure
1. On the Agent Desktop Top bar menu, click the Status icon.
2. Select Go Ready to create or receive both Voice and Multimedia contacts.
The status icon changes to green.

Changing your status to Not Ready

About this task
Change your status to Not Ready when you are unavailable to receive contacts. If your
administrator has configured Not Ready Reason codes, you can select a code when you change
your status to Not Ready.
Your supervisor or administrator configures codes for Not Ready Reasons. Not Ready Reason
codes can be alphanumeric. Agent Desktop displays the Not Ready Reason codes list.
Procedure
1. On the Agent Desktop Top bar menu, click the Status icon.
2. To receive neither Voice nor Multimedia contacts, click Go Not Ready.
3. From the Select or type a N/R Reason Code drop-down list, select the Not Ready Reason
code.
The status icon changes to orange.

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Using your Agent Desktop

Accessing the Agent Statistics tab

Before you begin
• Ensure that your status is set to Logged on.
About this task
Access the Agent Statistic tab to define and view agent and skillset charts.
Procedure
1. On the Agent Desktop Top bar, click User Preferences.
2. Select the Statistics tab, to display the Agent Statistics tab and controls.

Viewing the Skillset statistic chart

Before you begin
• Ensure the agent is a member of all necessary skillsets.
About this task
View the skillset statistics chart to monitor statistics for the current skillset.
Procedure
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. You can toggle between a pie chart and a bar chart by clicking the Pie/Bar button on the
main Statistics tab.

Viewing the Agent statistic chart

About this task
View the agent statistics chart to monitor statistics for agents in a skillset.
Procedure
1. On the Agent Desktop Statistics tab, select Agents.
2. In the Skillset control, select the skillset for which you want to see the agent-related
statistics.
A chart is displayed in the chart area showing the statistics.

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 Enabling Service Level alerts

3. You can toggle between a pie chart and a bar chart by clicking the Pie/Bar button on the
main Statistics tab.

Enabling Service Level alerts

About this task
Activate Outlook style alerts for skillsets, whose Service Level falls below the threshold defined in
Contact Center Manager Administration.
Procedure
On the Agent Desktop, Statistics tab, click the Alerts check box to enable Service Level
alerts.
If the Service Level for a skillset falls below the threshold defined in Contact Center Manager
Administration, an alert message box appears in the bottom right-hand side of the screen.
Click this alert box to automatically open the Statistics tab on the Agent Desktop.

Using the Statistics Ticker

About this task
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
display that loops every 10 seconds.
Procedure
1. On the Agent Desktop Action bar, click Agent Statistics to show or hide the Agent
Statistical Ticker.
2. On the Agent Statistical Ticker, click the > icon to advance to the next skillset.
3. On the Agent Statistical Ticker, click on any item in the Ticker box to display the Agent
Desktop Statistics page.
4. To show or hide the Agent Statistical Ticker, click the button that appears to the left of the
Agent Statistical Ticker.

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Using your Agent Desktop

Collecting and uploading log files from the Agent Desktop

Dashboard
About this task
The Agent Desktop Dashboard assists support staff by gathering all Agent Desktop logs and a
screen capture of the Windows desktop. The Dashboard saves these logs in a .ZIP file which you
can upload to the Contact Center server. Use this feature if a member of support staff requests the
logs from your desktop PC. If your Agent Desktop Dashboard is password protected, contact your
administrator for the password.
Procedure
1. On the Agent Desktop Top bar menu, click User Preferences.
2. Click Open Dashboard.
3. If you want to collect log events for a specific time period, in the Collect Logs From section,
select the check box for the appropriate time period .
If you select Specify Time, complete the Hour/Minute fields.
4. On the Dashboard window, click ZIP Log Files.
The Dashboard window relocates to bottom corner of the screen, so it does not interfere
with the screen capture. The ZIP Log Files button changes to Upload Log Files. When
Agent Desktop completes creating the .ZIP file, it displays the Dashboard Message screen,
identifying the folder to which it saved the log files.
5. Click Upload Log Files.
Agent Desktop uploads the .ZIP file directly to the server.

Variable definitions
Name Description
Most Recent Startup Select this check box to extract and upload only log
events generated since the most recent launch of
Agent Desktop.
Last Hour Select this check box to extract and upload only log
events generated in the last hour.
Specify Time Select this check box to specify a time and date from
which you want to extract and upload log events.
If you select this option, complete the Hour/Minute
field and, optionally, specify a date.

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 Checking the network connection in the Agent Desktop Dashboard

Checking the network connection in the Agent Desktop

Dashboard
About this task
The Dashboard shows the status of the connection between Agent Desktop and the Contact Center
servers. You can use this when troubleshooting, to determine whether you have an issue with your
network connection.
Procedure
1. On the Agent Desktop Top bar menu, click User Preferences.
2. Click Open Dashboard.
3. Select Primary Servers.
4. On the Primary Servers tab, review the status of the listed servers.
The Dashboard shows the different servers configured in the contact center, the IP address
or server name of each, and the status of each network connection with Agent Desktop.

Recording a video of your agent desktop actions

About this task
You can record a sequence of screen captures from Agent Desktop to assist with troubleshooting
Agent Desktop problems. When you start the Capture Video function, the Dashboard starts
recording one screen capture per second. When you finish recording, the Dashboard saves these
screen captures in a .ZIP file which you can upload to the Contact Center server.
Use this feature if a member of support staff wants to know the actions you took that resulted in an
issue you encountered. If your Agent Desktop Dashboard is password protected, contact your
administrator for the password.
Procedure
1. On the Agent Desktop Top bar menu, click User Preferences.
2. Click Open Dashboard.
3. On the Dashboard, click Capture Video.
The Dashboard window relocates to bottom corner of the screen, so it does not interfere
with the video capture. The button label changes to Finish Recording, and the button
changes color to red.
4. Complete the actions required to reproduce the error.
5. Click Finish Recording.
Agent Desktop displays the Dashboard Message screen, identifying the folder to which it
saved the log files.

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Using your Agent Desktop

6. Click Upload Video to upload the video .ZIP file to the server.

Changing the Agent Desktop Dashboard log settings

Before you begin
Log on to Agent Desktop.
About this task
Follow this procedure to change the Agent Desktop logging settings. Change these settings only
under the guidance of the system administrator or support staff.
Procedure
1. On the Agent Desktop Top bar menu, click User Preferences.
2. Click Open Dashboard.
3. Select Logging.
4. On the Logging tab, check additional logging options that you want to enable.
Important:
The settings on this tab can lead to additional disk space usage and processor overhead
on your desktop PC. Change these settings only with the guidance of the administrator
or of support staff.

Accessing online help

About this task
Access online help when you need immediate help to perform tasks. Agent Desktop includes online
help for both agents and supervisors.
Procedure
On the Agent Desktop Top bar menu, click Help > Show Help.
Or
Press the F1 key to display the online help.

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 Closing contacts if you receive a force log out message

Closing contacts if you receive a force log out message

Supervisors can use the Force Agent Log out feature to remotely log out an agent who forgets to log
out at the end of their shift.
Normally a supervisor does not force log out agent who is active on Agent Desktop. However, it is
possible that a supervisor can make an error and force log out an active agent.
If this happens, Agent Desktop displays a State Change Alert dialog identifying the supervisor who
performed the force log out. Agent Desktop closes 60 seconds after it displays this message.
Clear the message and close any open contacts you have as quickly as possible. Before logging in
again, contact your supervisor.
If you were away from your desk, and a supervisor used the Force Agent Log out feature to log you
out of Agent Desktop, Agent Desktop displays a message the first time you log on again, to inform
you that this happened.

Understanding supervisor changes to your Ready status

Your supervisor can change your agent status, to toggle it between Ready and Not Ready. When
they change an agent status to Not Ready, a supervisor has the option to enter a Not Ready
Reason code for the agent. The following use cases describe situations in which a supervisor
changes an agent’s status:
• A trainee agent goes Not Ready, entering a reason code of At_Lunch. They return from lunch
but forget to reset their status to Ready. Their supervisor can see that they are at their desk,
and also that they show Not Ready on the Real-Time Display (RTD). The supervisor uses the
Change State button to make the agent ready.
• A trainee agent leaves their desk for lunch, but forgets to set their status to Not Ready.
Contacts continue to alert on their Agent Desktop. The supervisor notices that the agent is not
at their desk, and that they show Ready on the RTD. The supervisor uses the Change State
button to make the agent not ready.
When a supervisor changes your status, Agent Desktop displays a notification informing you of the
status change and the supervisor who made it.

Logging off from Agent Desktop

Before you begin
• Ensure that you do not have a contact open. If a contact is open, you must close the contacts
before you log off of the application.

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Using your Agent Desktop

About this task

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.
Procedure
1. On the Agent Desktop Top bar menu, click the Status icon.
2. Click Log Out.
Agent Desktop logs you off. The status icon changes to red and the Top bar displays the
Logged Out status.

Removing the Agent Desktop client software

About this task
Remove Agent Desktop client software from a client computer. The software uninstall is completed
using the Windows Control Panel.
Note:
This example procedure is performed on a Windows 7 client.
Procedure
1. Log on to the Agent Desktop client computer.
2. Click the Start icon and select Control Panel.
3. Under Programs, click Uninstall a program.
4. From the Name list, select Avaya Aura Agent Desktop 6.0 and click Uninstall/Change.
5. On the Avaya Aura Agent Desktop 6.0 Maintenance box, ensure Remove the
application from this computer is selected and click OK.

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Chapter 4: Customer and contact details

Use the Multimedia component to create, search, view, and edit customer and contact details. With
Agent Desktop, you can perform the following tasks:
• Create a customer record
• Search for a customer
• Add or edit customer information
• Set or clear the barred status for a customer phone number
• View or copy an intrinsic
• View or modify User to User Information
• View customer contact intrinsics
• Run an intrinsic-associated application
• Search for a contact
• Print search results
• View a contact
• Open a contact
• Close contacts (supervisors only)
On the Customer Details tab, you can view the intrinsics.

Prerequisites for working with customer and contact

details
Procedure
• Ensure that you have permission to handle multimedia contacts.
• Ensure that you have supervisor privileges, if you want to close multiple contacts.

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Customer and contact details

Creating a customer record

Before you begin
• Ensure that you do not have any customer records open.
About this task
Create a customer record if the multimedia database does not currently have information about a
customer. You can type the information directly into the dialog box, or you can copy text from an
open contact into the customer details information.
Note:
You must enter either a telephone number, email address, or SIP URI for a valid customer
record. Entering only a customer name does not create a customer record in the database.
Procedure
1. In the Customer Details window, click Create.
2. In the Title box, select a salutary title for the customer.
3. In the Last Name box, type the surname of the customer.
4. In the First Name box, type the given name for the customer.
5. In the E-mail Address box, type an email address for the customer.
Note:
If you add more than one email address for a customer, you must select a default email
address to use when you begin a contact with the customer.
6. In the SIPUri box, enter a SIP URI for the customer.
7. In the Phone Type box, select the type of phone number.
8. In the remaining telephone number boxes, type the international code, area code, and
telephone number.
9. Click Save.

Searching for a customer

Before you begin
• Ensure that the Action bar is visible.
About this task
Search for a customer to view or edit customer details, if you want to create or review a customer
contact.

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 Adding or editing customer information

You can search for a customer based on one or more of the following criteria:
• First name
• Last name
• Preferred agent (the agent who typically handles the contacts for the customer, based on who
created the customer record, who handled the first contact by the customer, or who clicked
Take Ownership of the customer record)
• Address
• Phone number
• Email address
• SIP URI
Procedure
1. Click Customer Search.
2. In the first column, select the criteria to use for the search (for example, last name or phone
number).
3. In the second column, select the logical operators for the search criteria (for example, is or is
not).
4. In the third column, type your search value (for example, Smith).
5. Click Search.
6. To sort the search results based on a field, click the column heading of the field by which you
want to sort.
7. Double-click the customer record to open.

Adding or editing customer information

Before you begin
• Ensure that you do not have any customer records open.
About this task
Add or edit customer information when a change to a customer record is required.
Procedure
1. Click the Details tab in the Customer Details pane.
2. Click Edit to change the customer information.
Or
Click Add to add new information to the customer details.
3. Select the information to add or change.

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Customer and contact details

4. Copy and paste the information from the text of a contact, or type the information into the
field.
5. If you add additional telephone numbers or email addresses, ensure that you select one as
the default.
6. Click Save.

Setting the barred status for a customer phone number

About this task
Bar a customer phone number, if the customer has requested for the Do Not Call (DNC) facility.
Procedure
1. Click the Details tab in the Customer Details pane.
2. Click Edit to change the customer information.
3. Select the phone number for which the bar status needs to set.
4. Select the Barred check box to tag the phone number as barred.
This phone number cannot be called.

Clearing the barred status for a customer phone number

Before you begin
• Ensure that the customer phone number is barred.
About this task
Clear a customer phone number of its barred status.
Procedure
1. Click the Details tab in the Customer Details pane.
2. Click Edit to change the customer information.
3. Select the phone number to be cleared off its barred status.
4. Clear the Barred check box to tag the phone number as not-barred.
This phone number can be called.

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 Viewing an intrinsic

Viewing an intrinsic
Before you begin
• You must accept a contact.
About this task
View an intrinsic to copy the intrinsic or start an associated application.
Procedure
1. On the Agent Desktop window, click Customer Details.
2. In the Custom Fields section, click the Intrinsic tab.
The intrinsics appear.

Copying an intrinsic
About this task
Copy an intrinsic to use the intrinsic in another application.
Procedure
1. On the Agent Desktop window, click Customer Details.
2. In the Custom Fields section, click the Intrinsics tab.
3. Right-click the required intrinsic.
4. Click Copy.

Viewing User to User Information

About this task
View the User to User Information (UUI) associated with a work item.
Procedure
On the work item, click Work Item Details.
The User to User Info appears on the work item.

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Customer and contact details

Modifying User to User Information

About this task
Modify the User to User Information (UUI) associated with a work item.
Procedure
1. On the work item, click Work Item Details.
The User to User Info appears on the work item.
2. Double click User to User Info.
The UUI data appears on the work item in an text box.
3. Modify the UUI data and press Enter to associate it with the work item.

Viewing customer contact intrinsics

Before you begin
• You must accept a contact.
About this task
You can view customer contact intrinsics to identify which default application starts after you accept
a contact.
Procedure
1. On the Agent Desktop, click Customer Details.
2. In the Custom Fields section, click the Intrinsics tab.
The default application appears with a check mark, in the Screen Pops section.
3. When you are finished viewing customer contact intrinsics, right-click on the window on
which you are viewing the details.

Launching an intrinsic-associated application manually

Before you begin
• You must accept a contact.
About this task
If you need an application to manage a contact, run an intrinsic-associated application.
Procedure
1. On the Agent Desktop window, click Customer Details.

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 Searching for a contact

2. In the Custom Fields section, click the Intrinsics tab.

3. Right-click the required intrinsic value.
4. Select the required application.
Agent Desktop displays the screen pop.

Searching for a contact

Before you begin
• Ensure that the Action bar is visible.
About this task
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, is not)
• ID (less than, equal to, greater than)
• Subject (contains, begins with, ends with)
• Status (is, is not)
• Closed reason (is, is not) activity code
• Closed date (before, on, after)
• Skillset (is, is not)
• Type (is, is not) of contact
• Disposition code (is, is not)
• Mail To (contains, begins with, ends with)
• Mail From (contains, begins with, ends with)
• Arrival date (before, on, after)
The search results displays the agent who worked most recently on the contact.
If the search, results in more contacts than one page can show, use the arrows to move to the Next,
Previous, First, and Last page of the search results.
Procedure
1. Click Contact Search.
2. In the first column, select the criteria to use for the search (for example, Status or Skillset).
3. In the second column, select the logical operators for the search criteria (for example, is or is
not).
4. In the third column, type your search value (for example, Closed).

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Customer and contact details

5. Click Search.
6. To sort the search results based on a field, click the column heading of the field by which you
want to sort.
7. Double-click the contact to open.

Printing search results

Before you begin
• Ensure that you have a printer set up and that you know the correct printer settings to select.
About this task
You can print the search results of either a customer or contact search.
Procedure
1. Generate the search results for a customer or contact search.
2. Click Print.
3. Select the correct settings for your printer.

Viewing a contact
Before you begin
• Ensure that your status is set to Not Ready.
About this task
View a contact if you want to review information for a contact, for example, to see how an agent
handled a particular contact.
You cannot change information in the contact since the contact is not open.
Procedure
1. On the History tab of the Customer Details window, select the contact to open.
2. Right-click and select Read-only Contact.
You can also double-click a contact to open the contact details.
3. View the contact details on the right pane of the Agent Desktop window.

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 Opening a contact

Opening a contact
Before you begin
• Ensure that your status is set to Not Ready.
• Ensure that no other agent is currently working on the contact.
About this task
Pull and open a contact to add or edit information, to complete an outbound call, or to send a reply
to an email message.
You can pull and open a contact only if you have ownership of the customer on the contact.
Procedure
1. On the History tab of the Customer Details window, select the contact to open.
2. If Take Ownership appears on the Contact History tab, another agent currently owns the
customer and you cannot open this contact. If necessary, click Take Ownership to own the
customer and click Yes to confirm.
3. Right-click the contact and select Pull Contact.
If the Pull Contact item is not available, another agent currently has the contact open and
you can only view the contact.
4. Click Yes to open the contact.
The Agent Desktop automatically changes your status to Ready, answers the pulled contact,
and then automatically changes your status to Not Ready again.
5. View the contact details on the right pane of the Agent Desktop window.
You can now complete an outbound call, reply to an email message, or add an attachment to
an email message.

Closing contacts
Before you begin
• Ensure that you are a supervisor.
• Ensure that no agent is currently working on any contact that you want to close.
About this task
Supervisors can close contacts, if they want to remove a single contact or a group of contacts, by
changing the contact status from Open to Closed.
You must enter a reason for closing contacts.
Procedure
1. Select the contact to close or select multiple contacts by pressing the Ctrl key while you
click each contact.

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Customer and contact details

Selected contacts are highlighted in blue.

2. Right-click and select Close All.
3. In the Close Contact Details window, type the reason for closing the selected contacts.
4. Click Close.

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Chapter 5: Telephony

This chapter describes how to handle incoming telephone calls from customers by using Agent
Desktop.
You can use the Agent Desktop to perform the following telephony tasks:
• Accept and decline incoming contacts
• Enter an Activity code
• Enter an After Work Call Item code
• Place and release a call on hold
• Accept a routed call by placing a personal call on hold
• Transfer a call to another party
• Conference a call
• Join two calls (if available)
• End a call
• Call a supervisor
• Make a call
• Enter DTMF Digits
• Handle an emergency
• Observe and barge-in on a voice contact (Agent-supervisors only)
• Call an agent using Contacts Presence
• Call an agent using the Phonebook
Although you can use your phone to perform certain tasks, Avaya recommends that you use Agent
Desktop to perform all telephony tasks, such as logging on or off, changing your status to Ready or
Not Ready, accepting or rejecting a call, placing a customer on hold, transferring a customer, calling
a supervisor, and releasing a call.
The Customer Details window shows a history of all past voice calls for a contact. The History tab
lists the voice calls in reverse chronological order, that is the latest calls appear higher in the call list.

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Telephony

Desktop phone behavior

Agents using Agent Desktop to handle voice contacts can also have a desktop phone at their
workstation. The desktop phone displays information when a call presents to the agent. Typically,
this information includes:
• The original caller number as the calling party.
• The name of the skillset that queued the call.

Accepting a call
Before you begin
• Ensure that you have set your status to Go Ready.
• Ensure that you are assigned to a skillset for handling voice calls.
About this task
Accept and work with telephone calls. The relevant work item controls become active and the call
timer appears on the work item.
If your administrator has configured your Contact Center to run in the Call Force Delay mode, you
must handle all contacts presented to you.
Procedure
On the Agent Desktop, select the new alerting work item and click the Accept work item
control.
The top pane of the Agent Desktop shows the customer details and history of all past calls
with the contact.

Declining a call
Before you begin
• Ensure that you have a skillset designated to handle telephone calls.
About this task
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 contacts until you change your status to Ready.
Procedure
On the Agent Desktop, select the new work item and click Reject.

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 Entering an Activity code

Entering an Activity code

About this task
You can enter one or more Activity codes during calls by using the Agent Desktop Top bar activity
inline command. Activity codes provide a method to track the time that agents spend on various
types of calls. For example, you can enter a Sales activity code in Agent Desktop during a sales-
related call.
Your supervisor or system administrator configures Activity codes. Administrators define Activity
codes in Contact Center Manager Server. Activity codes can be alphanumeric. Agent Desktop
displays the Activity codes list.
Agent Desktop displays the Activity Code box on the work item based on your Contact Center
configuration. Administrators can configure activity codes that correspond to a contact type and a
skillset. Therefore, Activity codes are filtered on a contact type and skillset basis. For example, if you
are handling email contacts, Agent Desktop populates the Activity Code list with activity codes that
correspond to the email contact type and skillset.
Procedure
1. Select the work item.
2. Click the Activity Code work item inline command.
3. From the Select or type an Activity Code drop-down list, select or type the activity code.

Entering an After Call Work Item Code

About this task
You must enter After Call Work Item (ACW) codes when you perform post call processing work,
such as adding contact information to a Customer Relationship Management (CRM) system. You do
not receive any contacts after you select Set ACW Code.
Supervisors or administrators configure ACW codes. If the administrator has configured ACW
codes, you must select a code after you select Set ACW Code.
You can enter ACW codes for post call processing work related to the contact that you have just
released. In a multiplicity environment, the ACW code applies to the last contact that you release.
Depending on the settings configured by the administrator, the system can place you automatically
into the ACW state, using the default ACW code 00000 immediately upon completion of the contact.
You can enter ACW codes either while working on a contact, which prevents Agent Desktop from
presenting any new contacts to you, or after releasing the contact and before Agent Desktop
presents a new contact to you, or you go into the Not Ready state.
Procedure
1. On the Agent Desktop Top bar menu, click the Status icon.
2. To perform post call processing work and not receive any contacts, click Set ACW Code.

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Telephony

3. From the Select or type an ACW Code drop-down list, select or type the After Call Work
Item code.

Placing a call on hold

About this task
Place a call on hold to interrupt your current call. When you want to speak to the caller again,
release the call from hold.
The call timer on the work item changes to orange characters while the work item is on hold.
Procedure
1. Select the work item.
2. Click Hold.

Releasing a call on hold

About this task
Release a call that you placed on hold when you want to speak to the caller again.
Procedure
1. Select the work item.
2. Click Unhold.
The call is released and the status bar color changes to green.

Transferring a call
About this task
You can transfer a call to another agent using a supervised transfer. In a supervised transfer, the
call is placed on hold, and you speak to the third party before you complete the transfer. You can
also transfer the call without speaking to the third party.
Note:
If you are transferring a call to a voice mail system, you must ensure that the correct DTMF
tones are transferred to the voice mail system.
Procedure
1. On the work item, click Transfer.

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 Conferencing in another agent

2. In the Transfer window, Supervised Transfer is automatically selected.

3. Select Enter Value and type the number to which you want to transfer the call.
Or
Select Phonebook to open Phonebook and transfer the call using the click-to-transfer
feature of Phonebook.
The active call is placed on hold and the call is placed to a third party. While you speak with
the third party, both the Transfer and Hold buttons on the phone flash to indicate that you
have a customer on hold and that you must complete the transfer.
4. Speak to the third party if necessary or before the third party answers the call, click
Complete Transfer.
The call is transferred to the third party and is dropped from your phone.

Conferencing in another agent

About this task
You can conference another agent, if you want the agent to join your current call.
Procedure
1. On the work item, click Conference to place the customer on hold and open the Conference
window.
2. In the Conference window, select Enter Value and type the number of the agent to
conference into the call.
Or
Select Phonebook to open Phonebook and conference in another agent using the click-to-
conference feature of Phonebook.
3. Click OK to begin the conference.
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.

Conferencing in a supervisor
About this task
You can conference an agent-supervisor, if you want the supervisor to join your current call.

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Telephony

Procedure
1. On the Agent Desktop Action bar menu, click Supervisor to place the customer on hold and
conference in your supervisor.
2. Speak to your supervisor, if necessary, before you conference in the customer.
3. Click Conference again to take the customer off hold and conference in the customer and
your supervisor.

Ending a call
About this task
End a call when a call is completed. If your status was Ready before the call, your status is
automatically set to Ready, when you terminate the call. If you require time to perform call wrap-up
tasks, before you accept another call, select Set ACW Code and enter the After Call Work Item
(ACW) code in the Code field of the Top bar. If you require to change your status to Not Ready and
enter a Not Ready Reason Code in the Code field of the Top bar. The administrator defines Not
Ready Reason and ACW codes.
Procedure
On the work item, click Release.

Calling your supervisor

About this task
You can call your supervisor, if you are currently not handling a call.
To call a supervisor when you are on a call, see Conferencing in a supervisor on page 49.
Procedure
On the Agent Desktop Action bar menu, click Supervisor.

Making a call
About this task
Make a call using Agent Desktop. Ensure that you follow the steps based on the type of phone
number you want to call:
• the default phone number
• a new external phone number

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 Using DTMF digits

• a new internal phone number

Procedure
1. On the Agent Desktop Action bar menu, from the drop-down list click Initiate Call.
2. In the Originate Call text box, enter the phone number to dial.
3. Click the Originate Call icon.
The phone number is dialed. A new work item is added to the work list and the call timer on
the work item starts to increment.
4. Click Release when you complete the call.
5. If required by your supervisor, enter an activity code in the Activity Code box, and then
press Enter.

Using DTMF digits

About this task
Use the DTMF feature if you need to navigate through a Contact Center menu or dial numbers to
access voice messages during a call.
Procedure
1. On the Agent Desktop Action bar menu, click DTMF.
2. Enter the numbers on the keypad that appears.

Using the Emergency key

About this task
Use the Emergency key if you require immediate assistance from your supervisor while handling a
call. For example, if a customer suddenly threatens you while you are on a call, you can add your
supervisor to the call immediately. The caller is not placed on hold during an emergency conference.
Procedure
On the Agent Desktop Top bar menu, click Emergency.
Your supervisor is immediately added to the call and joins the conference with you and the
customer.

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Telephony

Observing a voice contact

Before you begin
• Ensure that you log on to Agent Desktop.
• Ensure that you have agent-supervisor privileges.
About this task
You must be an agent-supervisor to use the Observe function to listen in on a voice contact. Only
one agent-supervisor at a time can observe a voice contact, and the agent-supervisor can observe
only one voice contact at a time.
Using the Observe function, you can listen in on a voice contact without being heard. Using the
Barge-in function, you can participate in a voice contact between the agent and the customer.
Your actions do not affect the original voice contact or the normal connect and disconnect actions of
the agent and customer conversation.
By default, the agent or the customer on the voice contact hears a tone when you join or leave the
voice contact. They also hear the tone repeatedly at regular intervals. The contact center
administrator can customize these settings.
Note:
An agent-supervisor can observe only incoming Contact Center voice contacts. An agent-
supervisor cannot Observe or Barge-in on Outbound contacts or any other voice contacts.
Procedure
1. On the Agent Desktop Top bar menu, click Observe.
The Agent Desktop displays the Supervisor Observe window.
2. Under Filter, select the Item as Contact Type with the Value as Voice.
3. Select a voice contact and click Observe.
Agent Desktop presents a new voice contact to you. You do not need to be Ready to receive
this contact. The contact connects you to the selected agent's voice contact.
4. Click Release to end the voice contact observation session.
The observation session ends when either the agent, the customer, or the supervisor
releases the voice contact.

Barging-in on a voice contact

Before you begin
• Ensure that you log on to Agent Desktop.
• Ensure that you have agent-supervisor privileges.
• Ensure that you are observing a voice contact between an agent and a customer.

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 Joining two voice calls

About this task

You can barge-in on a voice contact, if you are observing a voice contact that needs immediate
supervisor attention. Using the Barge-in function, you can participate in a voice contact between the
agent and the customer.
Your actions do not affect the original voice contact or the normal connect and disconnect actions of
the agent and customer conversation.
By default, the agent or the customer on the voice contact hears a tone before you barge-in on a
voice contact.
Note:
An agent-supervisor can observe only incoming Contact Center voice contacts. Agent-
supervisors cannot Observe or Barge in on Outbound contacts or any other voice contacts.
Procedure
1. In the Supervisor Observe window, click Barge-in, to barge-in on a voice contact you are
observing.
2. Click Release when your conversation is complete.
The voice contact continues until either the agent or the customer releases the contact.

Joining two voice calls

About this task
If available, you can use call join to conference together two previously unrelated calls. Call join is
supported only when the unrelated calls to be joined are already present on Agent Desktop.
If you have a main call, a consult call, and an unrelated call, on the unrelated outgoing call, you can
join to either the main call or the consult call.

Procedure
1. Answer the first inbound voice call (from caller A).
2. Answer the second inbound voice call (from caller B).
3. On the active call (from caller B), click the Conference/Join button, and select the held or
active call from the list.
This action joins the first call and second call. Caller A and Caller B can now speak with each
other.

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Telephony

Making a call while on an existing voice call

About this task
Make a new voice call while you already have an existing voice call on Agent Desktop. The existing
call (work item) is automatically put on hold. You can work on one voice call at a time; the other calls
are placed on hold.

Procedure
1. On the Agent Desktop Action bar menu, click Originate Call.
2. In the Originate Call text box, enter the phone number to dial.
3. Click Originate Call again. The phone number is dialed. A new work item is added to the
work list and the call timer on the work item starts to increment.
After the second call or optionally a third call is originated, each call appears on Agent
Desktop individually. Agent Desktop automatically puts the existing call on hold.

Accepting an inbound voice call while on an existing

skillset voice call
About this task
Accept and work with a second telephone call. The relevant work item controls become active and
the call timer appears on the work item.
Procedure
On the Agent Desktop, select the new alerting work item and click the Accept work item
control.
The existing call (work item) is automatically put on hold. You can work on one voice call at a
time; the other calls are placed on hold.

Calling an agent using Contacts Presence

About this task
Call an agent’s default phone number after you confirm that the person is available by using
Contacts Presence.
Procedure
1. On the Agent Desktop, click Contacts Presence.
2. To call an agent from your list, click the My Contacts tab.

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 Searching for a contact in Phonebook

Or
To call an agent from an Instant Experts group, click the CC Contacts tab.
3. Select the name of the person you want to call, after confirming that they are available.
4. Click the Click-to-call icon or right-click the name of the person and click Call, and then click
the default phone number.
The default phone number is dialed.
5. Click Release when you complete the call.

Searching for a contact in Phonebook

About this task
You can use Phonebook to search the LDAP directory for a contact.
Procedure
1. On the Agent Desktop, click Phonebook.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.
2. Select the column name by which you want to search for a contact.
For example, if you want to search by First Name, select First Name from the drop-down
list.
The system displays all the visible columns of the Phonebook in the drop-down list.
3. In the search text input box, type the search text that corresponds to the field selected in the
drop-down list.
For example, if you select First Name, type John in the search input text box. The system
displays all the entries with the value John in the First Name column.

Calling an agent using Phonebook

About this task
You can use Phonebook to contact agents through the LDAP agent contact directory.
Procedure
1. On the Agent Desktop, click Phonebook.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.

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Telephony

2. Search for a contact.

For more information about searching for a contact, see Searching for a contact in
Phonebook on page 55.
3. Select a name, and click the Click to call icon under the Phone column.
The system dials the phone number stored in LDAP.
4. Click Release when you complete the call.

Filtering contacts using Phonebook

About this task
You can use Phonebook to filter contacts in the LDAP directory.
The LDAP directory contains a lot of contacts. You can filter contacts based on the following three
types of users:
• Favorites
• Speed Dials
• Custom Contacts
You can tag a contact as favorite or add a contact to the speed dial list. For more information, see
Tagging a contact in Phonebook on page 57.
Custom contacts are contacts that you add to Phonebook. For more information, see Adding a
custom contact on page 58.
Procedure
1. On the Agent Desktop, click Phonebook.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.
2. From the Filter drop-down list, select the type of contact based on which you want to filter
the contacts.
You can choose from the following types:
• Favorite
• Speed Dial
• Custom Contacts
The system displays the list of contacts based on the type of contact you choose.
3. Click Reset to clear the filter and return to the unfiltered Phonebook list of contacts.

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 Tagging a contact in Phonebook

Tagging a contact in Phonebook

About this task
You can tag a contact in Phonebook as Favorite or Speed Dial. Use tagged contacts to filter and
search for contacts effectively. Administrators set the maximum number of contacts that you can
add as favorites or add to the speed dial list.
Procedure
1. On the Agent Desktop Top bar menu, click the Phonebook icon.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.
2. In the Phonebook grid, select the row for the contact that you want to tag and right-click the
row.
3. Select Favorite or Speed Dial.
If you select Favorite, the system adds a star icon to the contact. The system displays the
star icon in the Tagged column.
If you select Speed Dial, the system adds a dial pad icon to the contact. The system
displays the dial pad icon in the Tagged column.
If you select Favorite and Speed Dial, the system adds the star and the dial pad icons to the
contact. The system displays the star and the dial pad icons in the Tagged column.

Configuring the display of columns in Phonebook

About this task
You can configure the display of your Phonebook by selecting the columns that you want to display
in the Phonebook grid. You can order and sort the columns. You can also decide how many records
you want to view per page in the phonebook.
Procedure
1. On the Agent Desktop, click Phonebook.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.
2. To select the columns that you want to display in Phonebook, right-click the column
headings row and select Configure Columns in the Phonebook grid.
The system displays the Column Configuration window.
3. To add a column to the list that is displayed in the Phonebook grid, select the column title
from the Available list.
4. Click Add >.

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Telephony

The column title moves to the Displayed list.

5. To remove a column from the list that is displayed in the Phonebook grid, select the column
title from the Displayed list.
6. Click < Remove.
The column title moves to the Available list.
7. To arrange the columns in the Phonebook grid, select the column title under the Displayed
list and click Move Up or Move Down in the Column Configuration window.
You can also arrange the columns in the Phonebook by dragging the column in the
Phonebook grid.
8. Click Save.
The system saves the settings and displays the Phonebook grid based on your settings.
9. To sort the columns in the Phonebook grid, click the column heading.
For example, if you click the Display Name column header, the system sorts the contacts
alphabetically according to the display name.
10. To change the number of records that are displayed per page in Phonebook select the
number of records from the Records per page drop-down list.
By default, the system displays 20 records per page.
11. To navigate through the pages of Phonebook, click the arrows that are present on the
bottom-right of the Phonebook grid to move to the Next, Previous, First, and Last page.

Adding a custom contact

Before you begin
You can create custom contacts only if administrators have enabled creating custom contacts.
About this task
Custom contacts are contacts that you require, which are not present in the LDAP directory. The
number of contacts that you can add to Phonebook depends on the number that administrators
allow.
Procedure
1. On the Agent Desktop Top bar menu, click the Phonebook icon.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.
2. Right-click on any cell in the Phonebook grid.
3. Select New Contact.
The system displays the New Contact dialog box.

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 Editing a custom contact

4. Fill in the details for the new contact.

The Display Name field is mandatory. You can also set the new contact as favorite or add
the new contact to your speed dial list by selecting the Favorite or Speed Dial check box.
5. Click Save.
The system adds the new contact in the Phonebook grid.

Editing a custom contact

About this task
You can edit the details of only the contacts that you have added to Phonebook.
Note:
You cannot edit an LDAP contact.
Procedure
1. On the Agent Desktop Top bar menu, click the Phonebook icon.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.
2. Right-click on any cell in the Phonebook grid.
3. Select Edit Contact.
The system displays the Edit Contact dialog box.
4. Update the details that you need to change for the custom contact.
5. Click Save.

Deleting a custom contact

About this task
You can delete only the contacts that you add to Phonebook.
Note:
You cannot delete an LDAP contact.
Procedure
1. On the Agent Desktop Top bar menu, click the Phonebook icon.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.

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Telephony

2. Right-click on any cell in the Phonebook grid.

3. Select Delete Contact.
The system displays a Delete dialog box.
4. Click Yes to confirm the deletion of the contact.
Note:
You can also delete a custom contact by selecting the row and pressing Delete on the
keyboard.

Using the Call History tab

Before you begin
• You can view and delete the call history only if administrators allow you to.
About this task
You can view the call history for the calls that you have made, received and missed in the Call
History tab of Phonebook. The number of calls that you can view in the Call History tab depends
on the number set by administrators.
The Call History tab lists the name, number, date, time and duration of the call. By default, the Call
History tab displays the calls in the descending order based on time. Therefore, the Call History
tab displays the last call first.
The Call History tab also displays the type of call. Outbound calls, inbound calls, and missed calls
are the three types of calls. The Call History tab displays the type of call using icons in the first
column of the Phonebook data grid.
If agents miss calls, the Call Log icon on the Agent Desktop Action bar displays a red-circular icon
with the number of calls that the agent has missed. The number increases for every missed call.
Agents can log out of Agent Desktop or click the Call Log icon and open the Call History tab to
clear the missed-call indicator.
Procedure
1. On the Agent Desktop Action bar menu, click the Call Log icon.
Or
On the Agent Desktop Action bar menu, click the Phonebook icon and then click the Call
History tab.
2. To filter calls based on the type, select the call type from the drop-down list present at the
top of the Call History grid.
Select one of the following:
• Inbound
• Missed

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 Using the Call History tab

• Outbound
3. To sort the columns in the Phonebook grid, click the column heading.
For example, if you click the Name column header, the system sorts the contacts
alphabetically according to the name of the contact.
4. To create a custom contact, click the Add a Custom Contact (+) icon.
The system displays the New Contact dialog box with the Display Name and the Phone
fields prepopulated.
For more information, see Adding a custom contact on page 58.
5. To make a call directly from the Call History tab, select a name and click the Click to call
icon under the Phone column.
The system dials the phone number stored in LDAP.
For more information, see Calling an agent using Phonebook on page 55.
6. To erase the call history, click Erase Call History.
7. To delete individual calls from the log either right-click on the call and select Delete.
Or
Select a call and press Delete on the keyboard.

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Chapter 6: Telephony - Other Phone mode

This chapter describes tasks that are specific to handling incoming customer calls using Agent
Desktop in Other Phone mode at a remote location.
Avaya Contact Center Select (ACCS) supports the Remote Agent feature. This feature allows ACCS
agents at remote locations to use their existing third-party telephones in conjunction with Agent
Desktop.
When offsite agents log on to Agent Desktop in Other Phone mode the agent telephone rings. This
is a nail-up call, which agents must answer on their telephone to complete the logon to Agent
Desktop. After the logon completes, the agent phone is nailed-up and agents must use Agent
Desktop for all subsequent telephony operations. When the agent logs out of ACCS by using the
Log Out button on Agent Desktop, ACCS disconnects the nailed-up call.
Important:
You must use Agent Desktop to perform telephony tasks. If you transfer or disconnect the
nailed-up call using your telephone, you must complete troubleshooting tasks to reinitiate and
answer the nail-up call.
If the agent disconnects the nailed-up call while active on a customer call, ACCS automatically
reinitiates the nailed-up call to the telephone. If the agent disconnects the nailed-up call while idle,
ACCS reinitiates the nailed-up call when the next customer call is presented.
The procedures in this chapter apply only to voice contacts received by remote agents. For
information about all of the telephony tasks you can perform using Agent Desktop, see the
Telephony chapter. Multimedia contact types appear to a remote agent in exactly the same way as
they do to an onsite agent.
Telephone behavior
The telephone displays information when a call presents to the agent. Typically, for agents using
Agent Desktop in Other Phone mode, the agents voice URI appears on the telephone as the calling
party. The telephone does not display information for Contact Center calls.

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 Logging on to Agent Desktop in Other Phone mode

Logging on to Agent Desktop in Other Phone mode

About this task
Log on to Agent Desktop in Other Phone mode to receive calls at an offsite location. When you log
on to Agent Desktop in Other Phone mode, your telephone rings. You must answer this call to
complete the logon to Agent Desktop.
The system automatically configures your status to Not Ready. Change your status to Ready to
indicate that you are available to handle all media types for which you are licensed and configured.
If you are assigned to a skillset for a particular contact type, you can receive and create contacts in
that contact type.
Procedure
1. Start Agent Desktop.
2. On the Agent Desktop Top bar, from the Status list, select Login.
3. Click the Telephony tab.
4. Select Other Phone from the Place and receive calls using drop-down list.
The Telephone at drop-down list appears.
5. From the Telephone at list, select the offsite telephone number at which you want to take
calls. If configured, you can type a telephone number.
6. If you are configured to handle Multimedia contacts (such as email), on the Multimedia tab,
type your ID and Password.
7. Click Login.
The status icon changes to Not Ready, and the Teleworker Status is yellow. Your offsite
telephone rings.
8. Answer your offsite telephone for your logon to complete.
The Teleworker Status icon changes to green.

Accepting a call in Other Phone mode

Before you begin
• Ensure that you have set your status to Go Ready.
About this task
Accept and work with telephone calls. The relevant work item controls become active and the call
timer appears on the work item.
If your administrator has configured Contact Center to run in Call Force Delay mode, you must
handle all contacts presented to you.

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Telephony - Other Phone mode

Procedure
On Agent Desktop, select the new alerting work item and click the Accept work item control.
The left pane of Agent Desktop shows the customer details and history of all past calls with
the contact.

Transferring a call in Other Phone mode

About this task
You can transfer a call to another agent using a supervised transfer. In a supervised transfer, the
call is placed on hold, and you speak to the third party before you complete the transfer. You can
also transfer the call without speaking to the third party.
Note:
If you are transferring a call to a voice mail system, you must ensure that the correct DTMF
tones are transferred to the voice mail system.
Procedure
1. On the work item, click Transfer.
2. In the Transfer window, Supervised Transfer is automatically selected.
3. Select Enter Value and type the number to which you want to transfer the call.
Or
Select Phonebook to open Phonebook and transfer the call using the click-to-transfer
feature of Phonebook.
The active call is placed on hold and the call is placed to a third party. While you speak with
the third party, both the Transfer and Hold buttons on the phone flash to indicate that you
have a customer on hold and that you must complete the transfer.
Important:
If you use the Enter Value option to transfer a call to another agent, you must use the
Contact Center number of the agent. This number appears beside the agent name on
the Agent Desktop Top bar. Do not type an agent’s third-party telephone extension
number when you use the Enter Value option.
4. Speak to the third party if necessary or before the third party answers the call, click
Complete Transfer.
The call is transferred to the third party and is dropped from your phone.

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 Conferencing in another agent in Other Phone mode

Conferencing in another agent in Other Phone mode

About this task
You can conference another agent, if you want the agent to join your current call.
Procedure
1. On the work item, click Conference to place the customer on hold and open the Conference
window.
2. In the Conference window, select Enter Value and type the number of the agent to
conference into the call.
Or
Select Phonebook to open Phonebook and conference in another agent using the click-to-
conference feature of Phonebook.
Important:
If you use the Enter Value option to conference in another agent, you must use the
Contact Center number of the agent. This number appears beside the agent name on
the Agent Desktop Top bar. Do not type an agent’s third-party telephone extension
number when you use the Enter Value option.
3. Click OK to begin the conference.
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.

Recovering the nailed-up call

About this task
If the Teleworker Status icon is red, you must click the icon to reestablish the nailed-up call. If no
nailed-up call exists, you cannot receive or make voice calls. Multimedia contacts are unaffected.
Note:
In certain scenarios, you must log out of Agent Desktop and log on again in Other Phone mode
to reinitiate the nail-up call. If Agent Desktop displays a Teleworker Connection Inactive
warning message, you must change your status to Not Ready, log out of Agent Desktop, and
log on again.
Procedure
1. If the Teleworker Status icon is red or a Warning: Not Connected message appears on
Agent Desktop, click on the Teleworker Status icon.

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Telephony - Other Phone mode

The system attempts to reinitiate the nail-up call to the third-party telephone and the
Teleworker status icon changes to yellow.
2. Answer the call on your offsite telephone.
The Teleworker status icon changes to green, and you can now handle voice calls again.

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Chapter 7: Outbound calls and callbacks

This chapter describes how to handle outbound calls and callbacks using the Agent Desktop.
The campaign administrator creates Outbound campaigns. When a campaign runs, the system
pushes outbound contacts to your desktop in the same way that the system presents voice or
multimedia contacts. When you accept an outbound contact, you are actively working on a call.
When you accept an outbound contact, the Agent Desktop displays the customer information and
any other information related to the campaign. Some campaigns include a script that you need to
follow, during the call.
If the campaign administrator selects manual agent dial, you can call the customer after you review
the customer and campaign information. If the campaign administrator selects auto dial, the system
automatically places the call for you after a defined number of seconds.
You use the Agent Desktop interface to perform the following outbound tasks:
• Accept and decline the incoming contact
• Make an outbound call
• Review and update customer information
• Follow a script
• End a call and assign a disposition code
• Schedule a callback
• Call the customer
You can also use the Agent Desktop to create a callback. Both customers and agents can create
scheduled callbacks. If your Contact Center is licensed for Web communications, a customer can
request a call from an agent through a Customer Interface Web site. From the Web site, the
customer can specify the reason they are requesting the callback, as well as a date and time for the
call.
An agent can schedule a callback to a customer using the Schedule Callback button. The
Schedule Callback feature is available only if your Contact Center is licensed for outbound contacts.
However, a scheduled callback is not associated with an outbound campaign.
At the specified date and time, Agent Desktop presents the contact to an agent with the appropriate
skillsets. To perform a callback, a supervisor must assign an agent the skillset to handle outbound
contacts.

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Outbound calls and callbacks

Accepting an outbound contact

Before you begin
• Ensure that you have set your status to Ready.
• Ensure that you have a skillset designated to handle outbound contacts.
About this task
Use the Agent Desktop interface to accept and handle outbound campaigns, one call at a time.
Your outbound administrator can configure the outbound calls in the following ways:
• Place the call immediately after you accept a call
• Place the call after a specified number of seconds
• Enable the agent to make the call
Administrators can configure Agent Desktop to give audio and visual alerts when a contact is
presented.
Procedure
On the Agent Desktop work item, click Accept.
When you accept an incoming contact, you connect to the customer. Agent Desktop displays
the customer details and the defined script for the call. The call is dialed according to the
settings in the outbound campaign, and the call timer appears on the status bar.

Declining an outbound contact

About this task
You can decline an outbound contact if you want to reject the contact. Change your status to Not
Ready if you are unavailable to handle contacts.
Procedure
On the Agent Desktop work item, click Reject.

Placing an outbound call

Before you begin
• Understand how to use a script.
• Understand how to record the result of a call.
About this task
You must accept or open an outbound contact before you place an outbound call. After accepting or
opening an outbound contact, you can then review the customer details and the outbound contact

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 Using a script

script. Your outbound administrator can configure outbound calls to be made immediately after you
accept a call, or specify a number of seconds before the call is placed.
After you accept or open an outbound contact, you can call the customer and perform the following
tasks:
• Verify customer information. After you successfully place the call, confirm that you have
reached the correct customer by reviewing the contact information with the customer.
• Follow the script or complete the questionnaire, if applicable.
• Complete the call and assign a disposition code. Schedule a callback if required, enter
applicable notes, and save the call results.
Procedure
1. On the Agent Desktop Action bar menu, click the Initiate Call button.
2. In the Enter Destination window, click the Originate Call icon to dial the default customer
telephone number.
3. If you get to speak with the customer, proceed with the call using a script, if applicable.
4. If you do not get to speak with the customer, record the result of the call to update the
contact with the appropriate disposition code, reschedule the call, and add applicable notes,
if required.
5. Verify the customer information and update customer contact fields, if required.

Using a script
About this task
Use a script if the campaign administrator has assigned an agent script to the outbound campaign.
The content of the agent script depends on the campaign. The script can contain an introduction, a
conclusion, and a number of questions or suggested phrases. As you progress through the script,
you can record your answers or comments directly on the Call Script tab. The customer responses
are saved automatically.
Note:
If the campaign administrator does not assign an agent script to the outbound campaign, the
Call Script tab does not appear.
Procedure
1. On the Agent Desktop, click the Call Script tab.
2. Read the introduction to the customer.
3. Read each question present in the script to the customer.

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Outbound calls and callbacks

4. Record the customer responses by using one of the three methods defined on the Call
Script tab (the customer responses are saved automatically):
• Select an option from the list. Depending on the outbound campaign, you can read the
options to your customer and then select the option based on the customer's response.
• Select an option.
• Type the customer comments in a text box.
5. To disconnect from the call, click Release.

Recording the result

About this task
Record the result of a call by selecting a disposition code at the end of each outbound call. The
campaign administrator defines disposition codes to use for each campaign. The disposition codes
can be different for every campaign.
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 Busy). If the call was not completed, or if the customer requests for callback, you
can schedule a callback.
Procedure
1. Click the Disposition codes tab.
2. Select the disposition code that most accurately reflects the result of your call.

Ending the call

About this task
End the call after you verify the customer details, answer all the questions in the outbound script,
and record a disposition code.
The script questions and answers are saved in the multimedia database, if the disposition code is
configured to do the same. Contact your supervisor or administrator for more information about
which disposition codes to select.
If the call is incomplete, or the customer requests a callback, you can schedule a callback.
Procedure
Click Finish.

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 Scheduling a callback

Scheduling a callback
Before you begin
• Ensure that you are not working on another contact.
• Identify a customer for a scheduled callback.
About this task
Schedule a callback if you made a call from your desktop and the customer was not available. You
can also schedule a callback in response to an email message or telephone request from a
customer. A scheduled callback outbound contact is not pegged against an outbound campaign.
Note:
If you schedule a callback to occur less than 10 minutes after the original call, in certain
scenarios the callback does not occur precisely at the scheduled time. The callback occurs a
few minutes after the scheduled time.
Procedure
1. Click Schedule Callback.
2. In the Schedule Callback window, select a skillset from the list to direct the contact to the
agent with the most appropriate skills.
3. Select either an active agent for the call, or choose a specific agent from a list of all agents.
4. In the Subject box, type a subject for the callback.
5. In the Time box, select the time to perform the callback.
6. In the Date box, select the date to perform the callback.
The dates appear according to the configuration set by your administrator.
7. In the Reason box, type additional information about the contact or the customer. Only
agents and supervisors can view the information in the Reason box.
8. Click Send.
The scheduled callback is entered into the database, ready to be routed when the selected
date and time occurs. The scheduled callback is presented to the same agent who
generates the callback.

Calling the customer manually

Before you begin
• Ensure that you are assigned to an outbound skillset.

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Outbound calls and callbacks

About this task

With an outbound campaign contact, your administrator can configure the call to be automatically
dialed when you accept the contact. However, a scheduled callback contact cannot be configured to
be dialed automatically. You must manually place the call after you review the contact information.
Procedure
1. When the contact is presented to your desktop, click Accept.
2. On the Agent Desktop Action bar menu, click Initiate Call to dial the default customer
telephone number, which is displayed in the text box beside the Initiate Call button.
3. In the Enter Destination dialog box, click the Originate Call icon to dial the default customer
telephone number.
4. When you complete the call, click Release.
5. If required by your supervisor, enter an activity code in the Activity Code box, and then
press Enter.

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Chapter 8: Email

Use Agent Desktop to perform the following tasks when you handle an email message:
• Accept or decline the incoming email contact
• Review and update customer information
• Send a reply
• Add an attachment
• Add inline images into an email message
• Insert a template or auto signature
• Forward an email message
• Finish an email message
• Spell check an email message
• Postpone work on a contact
• Follow up on a contact
• Transferring a contact
• Print contact details
• Send an email message to an agent using the Phonebook
• Approve or reject an email (if assigned to approval skillsets)
• Redrafting an email (rejected email messages)
You can also use Agent Desktop to create a new email message.
Important:
Contact Center limits the To, CC, and BCC fields to 4096 characters. If you exceed this limit,
Agent Desktop truncates the address fields.

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Email

Figure 7: Example of email toolbar

The Agent Desktop email editor offers improved email editing, formatting feature buttons, and
management in HTML format email messages. The following formatting buttons are added to the
email toolbar at the bottom of the email toolbar:
• Style
• Text font
• Text size
• Bold text
• Italic text
• Underlined text
• Align text left
• Align text center
• Align text right
• Justify text
• Numbers
• Bullets
• Increase text indent
• Decrease text indent
• Undo (Ctrl+z)
• Redo (Ctrl+y)
• Highlight text
• Change text color
• Horizontal line-rule support
• Insert hyperlink
• Insert inline image
These formatting and additional insertion buttons are only displayed on the email editor toolbar,
when the email message is created using the HTML format. Email messages created with the plain
text format do not support text formatting.

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 Blind carbon copy (Bcc:) is available only when using the email Address Book.
The following table describes the email feature buttons:

Table 5: Email editing and formatting controls

Control Name of the Function

Control
Bold Bold the selected text

Italic Italicize the selected text

Underline Underline the selected text

Left Align text with left margin

Center Center text

Right Align text with right margin

Justify Justify text

Numbers Numbered list items

Bullets Bulleted list items

Indent Indent selected text

Outdent Outdent selected text

Undo Undo last change

Redo Redo the last change

Color Change color of selected text

Link Insert a hyperlink

Image Insert an inline image

Insert a file Insert an email attachment

SpellCheck Spell check the email message

Insert Signature Insert a signature to the email message

Insert a Template Email templates

Rule Adds a continuous line under the selected location

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Email

Control Name of the Function

Control
Highlight Highlights selected text with a color chosen from the color
palette

Supervisor approval of email messages

Supervisors can approve or reject the email messages that agents send to customers, before the
email reaches the customers. The approver of the email messages is the supervisor assigned to the
approval skillset of the contacts that the agent handles. The approval process applies to email
contacts only and does not apply to other contact types such as Fax, Scanned Documents, and
SMS.
Based on your quality assurance requirements, regulatory requirements or agent training
requirements, some or all of the email messages are sent for supervisor approval before sending
the email messages to the customer.
Administrators can configure email messages targeted for supervisor approval on a per skillset
basis or per agent basis. Email messages that are sent for approval are dependent on the
percentages set by administrators on skillset basis and on agent basis. For example, administrators
can configure that 50% of all the email messages from a particular skillset, such as
EM_Default_Skillset, require supervisor approval and 100% of the email messages sent by new
agents require supervisor approval.
Agents can pull contacts for approval. Administrators must restrict this by configuring skillset
partitions. Agents can also belong to the skillset that approves email messages. Therefore,
administrators must configure the approval process in a way that restricts agents from approving
email messages.
Administrators can configure up to five levels of supervisor approval before email messages are
sent to the customer. The email message is sent to a hierarchy of supervisors before the final
approval is granted.
Agent Desktop follows the following process for the supervisor approval of email messages:
• When an agent sends an email message, the email message is marked for approval and
returned to the queue to a predetermined skillset for approval. The approval skillset is staffed
by supervisors who review the agent response. This process is exactly the same as the current
process of an agent sending an email. The agent has no indication that the contact the agent is
handling is a part of an approval process. For more information, see Creating an email
message on page 80 or Replying to an email message on page 79.
Note:
Agents cannot request approval of email messages. Administrators cannot configure
keywords to trigger the approval process.

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 Accepting an incoming email message

• If the supervisor approves the email, the email is either marked for sending to the customer, or
returned to the queue marked for approval. The email is then targeted to the next approval
skillset in the hierarchy. For more information, see Approving email messages on page 90.
• If the supervisor rejects the email, the email is marked as rejected and returned to the queue
targeted to the previous skillset in the rejection hierarchy till it reaches the originator for
redrafting. The supervisor must add review comments so that the originator can redraft the
email message. For more information, see Rejecting an email message sent for approval on
page 91 and Redrafting a rejected email message on page 92.
Note:
Only the originator of the email message can edit or redraft the email message.
Supervisors at all levels can add review comments only.

Accepting an incoming email message

About this task
Accept an incoming email message, when you are ready to receive the customer's email, display
customer details and begin contact with a customer. The Agent Desktop displays the customer
details and the call timer appears on the work item. The new incoming email message is presented
as a new work item in the Work List window.
Procedure
On the Agent Desktop, click Accept.
The email message opens in the E-mail Display panel.
The customer details associated with the email message appears in the bottom left-hand
corner of the Customer Details panel.

Declining an incoming email message

About this task
Decline an incoming email message if you cannot handle the email message. The new incoming
email message disappears from your work list.
Procedure
On the Agent Desktop, click Reject.

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Email

Verifying customer information

About this task
Verify customer information by reviewing the information that is displayed in the left side of the
Customer Details window. The Customer Details window displays information such as the customer
details and the history of recent customer interactions.
If you accept a contact, or choose to read a contact, a maximum of 15 contacts appear before your
selection and a maximum of 15 contacts appear after your selection on the History tab. Use the
navigation arrow buttons to scroll through the contacts that appear in the customer history. A page
shows a maximum of 31 contacts. The status bar indicates the contacts you are viewing and the
total number of contacts in the history list.
You can use the Customer Details — History pane to view the details of previous interactions with
the customer, including automatic responses sent and the content of previous email messages.
Procedure
1. On the Agent Desktop, in the Customer Details window, click the Details tab to verify
customer contact information.
2. Click the History tab to view the details of previous interactions with the customer for all the
Multimedia types.
3. Click the CI Details tab to view the Customer Interface Web site details.

Resetting customer password

About this task
You can reset the customer password, if a customer requests for a change of password.
Procedure
1. On the Agent Desktop Action bar, click Customer Search.
2. Type a name in the Search field in the last name, first name format.
The search field is not case-sensitive.
3. Click Search.
The list scrolls to the appropriate name or the closest match.
4. Select the customer whose password you want to change.
5. Click the CI Details tab and select Reset Password.

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 Replying to an email message

Replying to an email message

Before you begin
• Ensure that you understand how to use the address book to reply to a contact. See Using the
address book to reply to a contact on page 81.
• Ensure that you understand how to create a template response. See Using a template
response on page 83.
• Ensure that you understand how to add attachments to an email message. See Adding an
attachment to your email response on page 84.
• Ensure that you understand how to use the spell check feature. See Using the spelling
checker on page 86.
About this task
Reply to an email message when a customer sends an email message to the Contact Center
requesting a response. Create a response to a customer in the same format as the original request.
You can use several features (present in the following list) on the Agent Desktop interface to help
you to create your email 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 email message in the Agent Note box as a reference for later
communications with the customer. The customer does not see the information present in the Agent
Note box.
Procedure
1. On the Agent Desktop, in the Email window, click Reply.
2. In the E-mail Response window, accept the default To email address. The default email
address is the address from which the message was sent.
Or
Click To to add a email address of the customer, which is other than the default email
address.
Or
Click Cc to add other email addresses from the corporate address book or multimedia
database.
3. In the Subject box, either 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.

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Email

• Add a template response.

5. If you use the HTML format for creating the email message, and you want to make the text
bold, underline, or italics, select the text, and click the appropriate button to apply formatting.
You cannot format a plain text email message.
6. 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.
7. To perform a spell check, click the SpellCheck icon.
8. To insert an automatic signature to the email message, click the Insert Signature icon.
9. To add an attachment to the email response, click Insert a file.
10. In the Agent Note box, type additional information about the contact or the customer, if
required.
Only agents and supervisors can view the information in the Agent Note box.
11. Click Send.
12. Close the contact.
If required, select a reason for closing the contact.

Creating an email message

Before you begin
• Ensure that you are assigned to an email skillset.
About this task
Create an email message to send to a customer.
Procedure
1. On the Agent Desktop Action bar, select Initiate Email.
2. In the To box, enter the email address of the customer.
If additional addresses are required add them to the Cc box.
3. Click Create Email.
4. In the Subject box, type the subject of the message.
5. In the body text box, add the email response. You can add the response using one or both of
the following methods:
• Type the message text.
• Add a template response.
6. To attach a file to the email message, click Insert a file.

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 Using the address book to reply to a contact

7. Select the appropriate skillset from the Skillset list.

8. In the Agent Note box, type additional information about the contact or the customer, if
required.
Only agents and supervisors can view the information in the Agent Note box.
9. Click Send.
The system searches the database for the customer's email address. If the customer does
not exist in the database, the system creates a new customer record, as well as a new
contact and response record. The contact closes automatically.

Using the address book to reply to a contact

About this task
Use the address book to search for an email address in the corporate address book or in the
customer database, when you use email to reply to a customer or transfer a contact. You can
search for addresses to add to the To, carbon copy (Cc), or blind carbon copy (Bcc) fields of your
email message. The address book can contain information from an external directory, a local
directory, or a customer database.
Procedure
1. In the email window, click To or Cc.
2. In the Select Names dialog box, from the Search for records from box, select the database
to search for customer address. Select either Customers or LDAP.
3. If you select Customers:
a. Define your search criteria and type a name in the Search field. The Search field is not
case-sensitive.
b. Click Search.
c. Select a name from the results list and click To, Cc, or Bcc to add the name to the
appropriate recipient list.
Note:
Alternatively, you can type a name in the Manually Insert Address box and click
To, Cc, or Bcc to add the name to the appropriate recipient list.
4. If you select LDAP:
Select a name from the list, and then click To, Cc, or Bcc to add the name to the
appropriate recipient list.
Note:
Alternatively, you can type a name in the Manually Insert Address box and click
To, Cc, or Bcc to add the name to the appropriate recipient list.

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5. After you select all the required recipients for the email message, click OK.

Removing a name from the recipient list

About this task
Remove a name from the recipient list if you do not want to send the email message to that
particular contact.
Note:
Removing a name from the recipient list does not remove the name from your address book or
database.
Procedure
Select the name from the To, Cc, or Bcc field, and then press Delete on your keyboard.

Creating a template response

About this task
Create and store your own templates to use predefined email messages or responses to standard
customer queries. You can use a part of or all of the template text as your email response.
Note:
Agent Desktop supports only text and HTML template files. You can use any editor to create a
template file, but ensure that you save the template file as a .txt or an .html file.
Procedure
1. Create the response message in a text editor, such as Notepad.
2. Click Save As.
3. Name the file using a descriptive name and ensure that the file name has a .txt or an .html
extension. For example, WarrantyURL.txt.
4. Navigate to the appropriate folder to store the template response file.
5. Save the file.

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 Defining your default template folder

Defining your default template folder

About this task
Define the location of the default template folder, if you want to use a template in an email response.
Procedure
1. On the Agent Desktop Top bar, click User Preferences.
2. Select the Preferences tab.
3. In the Default Template Location box, type the complete path to the template folder.
Or
Click Change to select a new folder location.
4. Click Save.

Using a template response

About this task
Use a template response that you previously created for responses to standard customer queries.
Procedure
1. In the email window, click Insert a Template.
2. Navigate to the template folder.
If you have defined a template folder in the user settings, the default template folder
automatically appears.
3. Select the template file, and then click Open to display the template text.
4. Edit the text in the body of the email message, if necessary.

Defining your default attachment folder

About this task
Define a default attachment folder in which to store files to add as attachments to email messages.
You can add a file from the Shared Files folder that your administrator creates, or you can attach
files by navigating to any other directory, folder, or subfolder on your computer.
Note:
You must save file attachments with UTF-8 encoding.

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Email

Procedure
1. On the Agent Desktop Top bar, click User Preferences.
2. Select the Preferences tab.
3. In the Default Attachment Location box, type the complete path to the folder containing the
attachment.
Or
Click Change to change the current folder location.
4. Click Save.

Adding an attachment to your email response

About this task
You can add one or more file attachments to an email message that you send to a customer.
Procedure
1. In the email window, click Insert a File.
2. Click Attach.
If you have 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 the appropriate directory or folder.
4. Locate and select the file to attach.
5. Click Open.

Viewing email attachments

About this task
Use the Contact Details window to view email attachments. The attachments can be based on the
accepted contact types (voice mail, fax, or scanned document).
Note:
Some browsers do not support some attachment formats.
Procedure
1. In the Contact Details window, click the History tab.
2. Double-click Attachments to view attachments in a new browser window.

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 Removing an attachment from an email response

Removing an attachment from an email response

About this task
You can remove one or more attachments from an email response to a contact.
Procedure
1. In the email window, click Remove.
2. In the Select Attachment(s) to remove list, select the attachment you want to delete.
Use Ctrl+click to select multiple attachments.
3. Click OK.

Adding inline images

About this task
You can add one or more inline images to an email message that you send to a customer.
Inline attachments display complete information within the body of the email. This makes the
information easily accessible to customers, even without explicitly opening the attachment. For
example, you can add a company logo as an inline image to increase brand awareness.
Note:
The inline image formats supported are .gif, .bmp, .jpg, and .png.
Procedure
1. On the email toolbar, click the Image icon.
2. In the body text box, position your cursor where you want to add your image.
3. Click Browse to locate and select the image.
Or
Type the path for the image in the Image Address (URL) box.
4. Optionally, enter the Alternate text for the image.
5. Select the appropriate alignment option, for the image, from the Align drop-down list.
6. Optionally, enter the Border value to create a border around the image.
7. Optionally, enter the Margin value to insert a margin around the image.
8. Click Insert Image.
The image is inserted at the cursor position.

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Email

Variable definitions
Name Description
Browse Browse to locate the inline image that you want to
include in the email message.
Image Address (URL) The URL for the inline image that you want to include
in the email message.
Alternate text The alternative text for the image.
Alternate text is what the customer sees if their email
client cannot display the image.
Align Alignment of the image. The options are inline, left
and right.
Border Border around the image. For example, enter 2, to
add a double-sized border around the image.
Margin Margin around the image.

Using the spelling checker

About this task
Use the spelling checker on the Agent Desktop interface to locate spelling errors in your email
message. You can enable or disable the automatic spell check feature.
You can use the User Settings window to select the default language for the spell checking
dictionary. You can also specify a spell check dictionary for a particular email message by selecting
a language from the list on the right side of the email toolbar.
The spell check feature highlights words in the email subject and body that are considered incorrect
and presents alternatives, which you can accept or ignore. If you accept the change, the new
spelling replaces the original word. If you ignore the change, the original spelling is retained. The
spell check feature closes automatically when it cannot find any more misspelled words.
Note:
The spell check feature does not check spelling in attachments.
Procedure
1. Once you complete typing your email message, click the SpellCheck icon.
2. If the spell check feature highlights a word, perform one of the following steps:
• Click Ignore to keep the original spelling of the word.
• Click Ignore All to keep the original spelling of all instances of the word.
• Click Add to add the selected word to the dictionary.
• Click Replace to replace the word with the suggested text.

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 Closing the email contact

• Click Replace All to replace all instances of the word with the suggested text.
• Click Options to configure conditions for the spell check feature, such as ignoring words
with digits, words in uppercase, and words with HTML tags.
• Click Cancel to terminate the spell check.

Closing the email contact

About this task
Close the email 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
1. Click Close to complete the contact.
2. Select one of the configured Closed Reason codes that best describes the reason you
closed your email contact.

Postponing work on a contact

Before you begin
• If you have started on an email message and the work is postponed, the content of the email
message is lost. Therefore, copy and save text from an email message to have the information
available when the contact becomes active again.
About this task
Postpone work on a contact if you are waiting for further information about the contact.
Note:
If you postpone an email for less than 10 minutes, in certain scenarios the email does not
reopen precisely at the scheduled time. The email reopens a few minutes after the scheduled
time.
Procedure
1. Click Reschedule to postpone work on the contact.
You still own the contact and can continue to work on the contact when it is rescheduled to
you.
2. In the Present Contact at dialog box, enter the time and date to reopen the contact.
The default Pending timer is configured in the Contact Center Multimedia Administrator. The
contact reopens when the Pending timer expires.

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Email

3. In the Agent Note field, add a note to the contact to remind yourself why the contact is in the
Pending state.
You can view the pending contact in the History tab.

Following up on a contact
About this task
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
1. Click Follow-up.
The email display control appears.
2. Perform the necessary follow-up action.

Transferring a contact within the Contact Center

About this task
Transfer a contact to another skillset or to a specific agent within the Contact Center.
When you transfer a contact to a skillset or an agent, you also transfer ownership of the contact.
The system automatically forwards the entire contact, including any attachments, to the new agent.
You can also add additional information for the contact.
Procedure
1. Click Transfer.
2. Click the Skillset tab to assign the contact to any agent with a particular skillset.
Or
Click the User tab to assign the contact to a specific agent.
3. Select the skillset or agent to which you want to transfer the contact.
4. In the Agent Note box, type additional information about the reason for the transfer.
5. Click Transfer.

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 Transferring a contact outside the Contact Center

Transferring a contact outside the Contact Center

About this task
Transfer a contact to an email address outside the Contact Center for consultation.
When you transfer a contact to an external email address, you must manually add any attachments
you want to send with the email message.
Procedure
1. Click Transfer.
2. Click the External tab.
3. Enter the email address to which you want to transfer the contact.
Or
Click To to select an address from the corporate address book.
4. In the Agent Note box, type additional information about the reason for the transfer.
5. To add an attachment, click Attach.
6. Click Transfer.

Printing contact details

About this task
Print a summary of the interaction with a contact. All information that is displayed in the bottom-left
of the email or Outbound contact window gets printed. Print Preview is also supported.
Procedure
Click Print Contact.

Sending an email message to an agent using Phonebook

About this task
You can use Phonebook to send an email message to an agent through the LDAP agent contact
directory.
The LDAP directory contains a lot of contacts. You can filter contacts based on the following three
types of users:
• Favorites
• Speed Dials
• Custom Contacts

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Email

Once you filter contacts, it becomes easier to search for the contact and send an email message to
that contact. For more information, see Filtering contacts using Phonebook on page 56.
Procedure
1. On the Agent Desktop, click Phonebook.
The system displays the Phonebook tab. The Phonebook tab displays a list of entries from
the LDAP agent contact directory.
2. Search for a contact.
For more information about searching for a contact, see Searching for a contact in
Phonebook on page 55.
3. Select a name, and click the Click to email icon under the Email column.
The systems displays the email window with the default address of the agent in the To
address field.
4. In the Subject box, type the subject of the email message.
5. In the Body text box, type the message text.
6. To add a file to the email message, click Insert a file.
7. Click Send.

Approving email messages

Before you begin
• Ensure that administrators have assigned supervisors to the approval skillset of contacts that
the agent handles.
• Ensure that the administrators have configured the approval hierarchy for email messages.
About this task
A supervisor receives an email message for approval when an agent replies to a contact or sends
an email message. The email message is marked for approval and returned to the queue to a pre-
determined skillset for approval. The agent has no indication that the contact the agent is handling is
part of an approval process.
Agent Desktop presents the supervisor with the option to approve or reject the email message.
Supervisors can view existing review comments and enter additional review comments.
Procedure
1. Accept the incoming email message. See Accepting an incoming email message on
page 77.
2. Review the email message under the Proposed Email section.
3. In the Customer Details window, click the Review tab to view previously entered review
comments.

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 Rejecting an email message sent for approval

In the Review tab, you can also view the ID and the name of the previous supervisors, the
time of approval, and the hierarchy level.
4. In the Review Comments field, add your comments for the email message.
5. Click Approve.
The email is either marked for sending to the customer, or returned to the queue marked for
approval and targeted to the next approval skillset in the hierarchy, depending on the
approval hierarchy set up by the administrator.
The system displays the Approval Confirmation dialog box.
6. Click Yes.

Rejecting an email message sent for approval

Before you begin
• Ensure that administrators have assigned supervisors to the approval skillset of contacts that
the agent handles.
• Ensure that the administrators have configured the rejection hierarchy for email messages.
About this task
A supervisor can reject an email message that is sent for approval.
Procedure
1. Accept the incoming email message. See Accepting an incoming email message on
page 77.
2. Review the email message under the Proposed Email section.
3. In the Customer Details window, click the Review tab to view previously entered review
comments.
In the Review tab, you can also view the ID and the name of the previous supervisors, the
time of approval or rejection, and the hierarchy level.
4. In the Review Comments field, add your comments for the email message.
5. Click Reject.
The email is marked as rejected and returned either to the originator or to the queue targeted
to the previous skillset depending on the rejection hierarchy set up by the administrator. The
email message is sent through the rejection hierarchy to the originator for a redraft of the
email message. If a rejection hierarchy is set up by your administrator, supervisors at each
level must approve the rejection.
The system displays the Rejection Confirmation dialog box.
6. Click Yes.

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Email

Redrafting a rejected email message

About this task
The agent (originator of the email message) receives the rejected email message. The agent must
redraft the email message and resubmit the email for approval. Agents can redraft the email
message based on the comments added by the supervisors. The agent can also add additional
comments for supervisors. After the agent redrafts the email message, the email must go through
the complete approval hierarchy.
Note:
Only the originator of the email message can edit or redraft the email message. Supervisors at
all levels can add review comments to the email message only.
Procedure
1. Accept the incoming email message. See Accepting an incoming email message on
page 77.
2. In the Customer Details window, click the Review tab to review the comments added by the
supervisors.
In the Review tab, you can also view the ID and the name of the supervisor, the time of
rejection, and the hierarchy level.
3. Under Proposed Email, click Redraft to rewrite the email message based on the comments
added by the supervisors.
4. (Optional) In the Agent Note field, type additional information about the contact or the
customer.
Only agents and supervisors can view the information in the Agent Note box.
5. In the Review Comments field, add your comments for the supervisors.
6. Click Send.
7. Click Close.
The email is returned to the queue marked for approval and targeted to the next approval
skillset in the hierarchy, depending on the approval hierarchy set up by the administrator.

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Chapter 9: Fax message

This chapter describes how to perform fax message tasks. Use Agent Desktop to perform the
following tasks when you handle a fax message:
• Accept or decline the incoming fax message
• Review the fax message
• Send a reply
• Close a fax message
• Transfer a fax message
Fax messages from customers are forwarded by a fax server to an email address within the Contact
Center. The fax is sent to an appropriate skillset queue. If you are assigned to this skillset, then the
fax message is presented to you. You reply to the fax message by sending an email message back
to the fax server. The fax server then sends the reply fax to the customer.

Prerequisites
Procedure
• Ensure that your status is set to Ready.
• Ensure that you are assigned to a skillset for handling fax messages.

Accepting an incoming fax message

About this task
Accept an incoming fax message to view the message. The Agent Desktop presents this new fax
message as a new work item in the Work List window.
Procedure
On the Agent Desktop work list, select the new fax message work item, and click Accept.
The fax message opens in the fax display panel.

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Fax message

Declining an incoming fax message

About this task
Decline an incoming fax message if you cannot handle the fax message. The new incoming fax
message disappears from your work list.
Procedure
On the Agent Desktop, select the new fax message work item and click Reject.

Reviewing a fax message

Before you begin
• Ensure that you have accepted a fax message and opened it in the fax viewer.
About this task
Use the Agent Desktop fax viewer to review a fax message.
Procedure
1. On the Agent Desktop fax viewer, click Navigate to view all the pages of the fax message.
2. Click Rotation to rotate the fax message.
3. Click Zoom to magnify the fax message.

Replying to a fax message

Before you begin
• Ensure that you understand how to use the spell check feature. See Using the spelling
checker on page 86.
About this task
Reply to a fax message when a customer sends a fax message to the Contact Center requesting a
response. You reply to a fax message by sending an email message to a fax server. The fax server
then sends the reply fax back to the customer.
Procedure
1. After you review the customer contact, click Reply.
2. In the Fax Response window, accept the default email address that appears in the To box.
The default email address is the same email address from which the message was sent.
3. In the Subject box, either accept the subject currently displayed or edit the subject.

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 Closing a fax message

4. Type the reply in the email editor text box.

5. If you use the HTML format for creating the email message, and you want to make the text
bold, underline, or italics, select the text, and click the appropriate button to apply formatting.
You cannot format email messages that are created in plain text.
6. To perform a spell check, click the SpellCheck icon.
7. To insert an automatic signature to the fax message, click the Insert Signature icon.
8. In the Agent Note box, type additional information about the contact or the customer.
Only agents and supervisors can view the information in the Agent Note box.
9. Click Send.
10. Close the contact.
If required, select a reason for closing the contact.

Closing a fax message

About this task
Close a fax message 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
1. Click Finish to complete the fax message.
2. Select one of the configured Closed Reason codes that best describes the reason you
closed your fax message.

Transferring a fax message

About this task
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.
Procedure
1. Click Transfer.
2. Click the Skillset tab to assign the contact to any agent with a particular skillset.
Or
Click the User tab to assign the fax message to a specific agent.

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Fax message

3. Select the skillset or agent to which you want to transfer the contact.
4. In the Agent Note box, type additional information about the reason for the transfer.
5. Click Transfer.

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Chapter 10: Scanned document

This chapter describes how to perform tasks to handle scanned documents. Use Agent Desktop to
perform the following tasks when you handle a scanned document message:
• Accept or decline an incoming scanned document
• Review the scanned document
• Reply to a scanned document
• Close the scanned document
• Transfer a scanned document
A scanned document is an electronic version of a printed page or document. Scanned documents
are forwarded in the TIFF format, in a Contact Center, by a document imaging server to an email
address. You can reply to the scanned document by sending an email message to a printer. The
printed email message is then sent back to the customer.

Prerequisites
Procedure
• Ensure that your status is set to Ready.
• Ensure that you are assigned to a skillset for handling scanned documents.

Accepting an incoming scanned document message

About this task
Accept an incoming scanned document message to view the message. The Agent Desktop
presents this new scanned document as a new work item in the Work List window.
Procedure
On the Agent Desktop work list, select the new scanned document work item, and click
Accept.
The scanned document opens in the document display panel.

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Scanned document

Declining an incoming scanned document message

About this task
Decline an incoming scanned document message if you cannot handle the message. The new
incoming scanned document message disappears from your work list.
Procedure
On the Agent Desktop, select the new scanned document work item and click Reject.

Reviewing a scanned document message

Before you begin
• Ensure that you have accepted a scanned document and opened it in the document viewer.
About this task
Use the Agent Desktop document viewer to review a scanned document message.
Procedure
1. On the Agent Desktop document viewer, click Navigate to view all the pages of the
document.
2. Click Rotation to rotate the scanned document.
3. Click Zoom to magnify the scanned document.

Replying to a scanned document message

Before you begin
• Ensure that you understand how to use the spell check feature. See Using the spelling
checker on page 86.
About this task
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 email
message to a printer. The printed email message is then sent back to the customer.
Procedure
1. After you review the customer contact, click Reply.
2. In the Response window, accept the default email address that appears in the To box.
The default email address is the same email address from which the message was sent.
3. In the Subject box, either accept the subject currently displayed or edit the subject.

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 Closing a scanned document message

4. Type the reply in the email editor text box.

5. If you use the HTML format for creating the email message, and you want to make the text
bold, underline, or italics, select the text, and click the appropriate button to apply formatting.
You cannot format email messages that are created in plain text.
6. To perform a spell check, click the SpellCheck icon.
7. To insert an automatic signature to the message, click the Insert Signature icon.
8. In the Agent Note box, type additional information about the contact or the customer.
Only agents and supervisors can view the information in the Agent Note box.
9. Click Send.
10. Close the contact.
If required, select a reason for closing the contact.

Closing a scanned document message

About this task
Close the scanned document message 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
1. Click Finish to complete the scanned document message.
2. Select one of the configured Closed Reason codes that best describes the reason you
closed your scanned document message.

Transferring a scanned document

About this task
Transfer a scanned document to another skillset or to a specific agent within the Contact Center.
When you transfer a scanned document to a skillset or agent, you also transfer ownership of the
contact.
Procedure
1. Click Transfer.
2. Click the Skillset tab to assign the contact to any agent with a particular skillset.
Or

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Scanned document

Click the User tab to assign the scanned document to a specific agent.
3. Select the skillset or agent to which you want to transfer the contact.
4. In the Agent Note box, type additional information about the reason for the transfer.
5. Click Transfer.

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Chapter 11: Voice mail messages

This chapter describes how to perform tasks to handle voice mail messages. Use Agent Desktop to
perform the following tasks when you handle a voice mail message:
• Accept or decline the incoming voice mail message
• Listen to a voice mail message
• Reply to a voice mail message
• Close a voice mail message
• Transfer a voice mail message
In the Contact Center voice mail messages are forwarded by a voice mail server to an email
address as a .wav attachment. The voice mail message is then sent to an appropriate skillset
queue. If you are assigned to the skillset that handles voice mail message, then the voice mail
message is presented to you.

Prerequisites
Procedure
• Ensure that your status is set to Ready.
• Ensure that you are assigned to a skillset for handling voice mail messages.

Accepting an incoming voice mail message

About this task
Accept an incoming voice mail message to view the message. The Agent Desktop presents this new
voice mail message as a new work item in the Work List window.
Procedure
On the Agent Desktop work list, select the new voice mail message work item, and click
Accept.
The voice mail message opens in the email display panel. The voice mail is a .wav
attachment present in this email.

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Voice mail messages

Declining an incoming voice mail message

About this task
Decline an incoming voice mail message if you cannot handle the voice mail message. The new
incoming voice mail message disappears from your work list.
Procedure
On the Agent Desktop, select the new voice mail message work item and click Reject.

Listening to a voice mail message

Before you begin
• Ensure that you have accepted a voice mail message and opened it in the email viewer.
• Ensure you have a media player that supports .wav file format audio files.
About this task
Use the default Windows Media player to listen to a voice mail message.
Procedure
1. On the Agent Desktop email viewer, under Attachments, double-click the .wav attachment
to open it in your default media player.
2. Listen to the voice mail message.

Replying to a voice mail message

Before you begin
• Ensure that you obtain the customer's contact details from the voice mail or from the Customer
Details panel.
About this task
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 calling back the customer.
Procedure
1. On the Agent Desktop Action bar menu, click Initiate Call.
2. In the text box to the left of Initiate Call, enter the phone number to dial.
3. Click Initiate Call again.
The phone number is dialed. A new work item is added to the work list and the call timer on
the work items starts to increment.

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 Closing a voice mail message

4. Click Release when you complete the call.

5. If required by your supervisor, type an activity code in the Activity Code box, and then press
Enter.

Closing a voice mail message

About this task
Close the voice mail message 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
1. Click Finish to complete the voice message.
2. Select one of the configured Closed Reason codes that best describes the reason you
closed your voice mail message.

Transferring a voice mail message

About this task
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 an agent, you also transfer ownership of the
contact.
Procedure
1. Click Transfer.
2. Click the Skillset tab to assign the contact to any agent with a particular skillset.
Or
Click the User tab to assign the voice mail message to a specific agent.
3. Select the skillset or agent to which you want to transfer the contact.
4. In the Agent Note box, type additional information about the reason for the transfer.
5. Click Transfer.

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Chapter 12: Short Message Service text
message

This chapter describes how to perform tasks to handle Short Message Service (SMS) text message
tasks. Use Agent Desktop to perform the following tasks when you handle an SMS text message:
• Accept or decline the incoming SMS text message
• Send a reply
• Check the spelling of an SMS text message
• Close an SMS text message contact
• Transfer an SMS text message
SMS text messages from customers are forwarded by an SMS gateway to an email address within
the Contact Center. The SMS text message is then sent to an appropriate skillset queue. If you are
assigned to the skillset that handles SMS text messages, then the SMS text message is presented
to you.

Prerequisites
Procedure
• Ensure that your status is set to Ready.
• Ensure that you are assigned to a skillset for handling SMS text messages.

Accepting an incoming SMS text message

About this task
Accept an incoming SMS text message to display customer details and begin contact with a
customer. The Agent Desktop displays the customer details and the call timer appears on the work
item. The new incoming SMS text message is presented as a new work item in the Work List
window.

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 Declining an incoming SMS text message

Procedure
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 text message appears in the bottom-left hand corner of the
Customer Details panel.

Declining an incoming SMS text message

About this task
Decline an incoming SMS text message if you cannot handle the message.
Procedure
On the Agent Desktop, select the new SMS text message work item and click Reject.
The SMS text message work item is removed from the work list.

Replying to an SMS text message

About this task
Reply to an SMS text message when a customer sends an SMS text message to the Contact
Center requesting a response. Create a response to a customer in the same format as the original
request.
You can use several features on the Agent Desktop interface to help you to create your response:
• one or more response templates
• the spelling checker
You can add a comment to the message in the Agent Note box to provides reference for later
communications with the customer. The customer does not see the content of the Agent Note box.
Procedure
1. After you review the customer contact, click Reply.
2. In the E-mail Response window, accept the default To email address, with the same email
address from which the message was sent.
Or
Click To, Cc to add other email addresses from the corporate address book or multimedia
database.
3. In the Subject box, accept the subject currently displayed or edit the subject.

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Short Message Service text message

4. Add text to the reply using one or both of the following methods:
• Type the message text.
• Add a template response.
5. To perform a spell check, click the SpellCheck icon.
6. In the Agent Note box, type additional information about the contact or the customer.
Only agents and supervisors can view the information in the Agent Note box.
7. Click Send.
8. Close the contact.
If required, select a reason for closing the contact.

Using the spelling checker

About this task
Use the spell check feature on the Agent Desktop interface to locate spelling errors in your
message. You can enable or disable the automatic spell check feature.
You can use the User Settings window to select a default language for the spell check dictionary.
You can also specify a spell check dictionary for a particular email message by selecting a language
from the list on the right side of the toolbar.
The spell check feature highlights words in the SMS text message subject and body that are
considered incorrect and presents alternatives, which you can accept or ignore. If you accept the
change, the new spelling replaces the original word. If you ignore the change, the original spelling is
retained. The spell check feature closes automatically when it cannot find any more misspelled
words.
Procedure
1. Once you complete typing your SMS text message, click the SpellCheck icon.
2. If the spell check feature highlights a word, perform one of the following steps:
• Click Ignore to keep the original spelling of the word.
• Click Ignore All to keep the original spelling of all instances of the word.
• Click Add to add the selected word to the dictionary.
• Click Replace to replace the word with the suggested text.
• Click Replace All to replace all instances of the word with the suggested text.
• Click Options to configure conditions for the spell check feature, such as ignoring words
with digits or words in uppercase.
• Click Cancel to terminate the spell check.

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 Closing an SMS text message contact

Closing an SMS text message contact

About this task
Close the SMS text message 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
1. Click Finish to complete the contact.
2. Select one of the configured Closed Reason codes that best describes the reason you
closed your SMS text message.

Transferring an SMS text message

About this task
Transfer an SMS text message to another skillset or to a specific agent within the Contact Center.
When you transfer an SMS text message to a skillset or an agent, you also transfer ownership of the
contact.
Procedure
1. Click Transfer.
2. Click the Skillset tab to assign the contact to any agent with a particular skillset.
Or
Click the User tab to assign the contact to a specific agent.
3. Select the skillset or agent to which you want to transfer the SMS text message.
4. Select the External tab if you want to transfer the SMS text message outside the Contact
Center for consultation.
5. In the Agent Note box, type additional information about the reason for the transfer.
6. Click Transfer.

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Chapter 13: Web communications

This chapter describes how to perform the tasks to handle text chat sessions. It describes how to
use the following Web communications features to communicate directly with customers in real time
over the Internet using Agent Desktop:
• Accept or decline an incoming contact
• Customize a tab name
• Review and update customer information
• Send an automated response
• Push a Web page
• Transfer a chat session
• Conference a chat session
• Observe a Web Communications contact (Agent-supervisor only)
• Barge-in on a Web Communications contact (Agent-supervisor only)
• Check whether the customer’s browser is still connected
• Check the time of the most recent customer action and whether the customer is currently
typing a message
• Respond to the customer (email or voice) if more information or clarification is needed
• End a chat session
• Send the chat log in an email message

Accepting a Web communications contact

Before you begin
• Ensure that your status is set to Ready.
• Ensure that you are assigned to a skillset for handling Web communications.
About this task
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 Desktop to
conduct a two-way conversation by exchanging messages.

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 Accepting a Web communications contact

A customer requests a chat session by clicking the Text Chat icon on the Web site. The customer is
presented with a form to fill in and select the appropriate skillset, subject, and objective for their chat
session. The customer is then placed into Web-on-hold, or a similar treatment configured in your
Contact Center, while waiting for an agent to accept their chat request.
The text chat frame displays a complete record of the conversation as well as any URLs that you
previewed or pushed to the customer. Each chat message can contain up to 4045 characters.
The Agent Desktop can be configured to give audio and visual alerts when a contact is presented.
These features are configured by an administrator, using the Contact Center Multimedia
Administration tool.
After you accept the contact, you can view the customer details and a history of all past interactions
with the Contact Center in the left pane, such as the most recent message sent by the customer,
whether the customer’s browser is still connected to the session, and whether the customer is
currently typing a message. The right pane of the Agent Desktop shows the tools used for Web
communications:
• Send the Message — Add the comments from the Chat box to the Conversation frame.
• Push the URL — Send a selected URL to the customer’s browser.
• Add the selected auto-phrase — Add the selected auto-phrase to the Conversation frame.
• Select the text alignment — Change the alignment of text from left to right to right to left and
vice versa.
• E-mail chat log — Select this check box to email a copy of the chat log to the customer.
Procedure
On the work item, click Accept.
Note:
Your site administrator configures the maximum number of additional contacts you can
manage.

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Web communications

Example

Customizing a tab name

About this task
If you have multiple Web communications contacts, you can customize the tab name to identify the
received contact.
Procedure
1. On the Agent Desktop right panel, double-click the required tab.
2. Type the <contact name>.

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 Declining a Web communications contact

Variable definitions
Name Description
<contact name> The keyword you use to identify the customer. For
example, the first name or the last name.

Declining a Web communications contact

About this task
Decline a Web communications contact when you are not available to chat with a customer and you
want to return the contact to the queue.
Procedure
On the work item, click Reject.
The contact returns to the queue and into Web-on-hold. Your status is set to Not Ready.
Note:
If two or more Web communications contacts are simultaneously presenting to the agent
on Agent Desktop and one Web communications contact is rejected, all contacts are
rejected.

Sending a chat message

About this task
Send a chat message to communicate privately with a customer in real time over the Internet.
Procedure
1. Type the message.
2. Click the Send the Message icon.
Your name or agent label appears in the Conversation frame, followed by your message.

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Web communications

Adding an auto-phrase to a chat message

About this task
Add an automatic phrase to a chat message when you want to select a commonly-used phrase from
a configured list.
Procedure
1. Select the Add the selected auto-phrase icon.
2. Select the auto-phrase to use from the list.
The automatic phrase is added to the Chat text box. When the chat message is completed
and saved, the automatic phrase is added to the Conversation frame and the text chat log.

Pushing a Web page to a customer

About this task
Push a Web page to a customer’s browser, if you decide that a Web page can assist with the
contact. Use the Page Push feature to push a Web page. The customer can also push a Web page
to your browser.
Page Push has the following limitations:
• Some Web pages do not appear the same when pushed to another person’s browser. For
example, in case of Web pages that can be personalized to display weather or news, each
person sees their own version of the page.
• Dynamic pages that are customized through the use of cookies can appear differently since
you and the customer both have separate cookies. Cookies are never shared by you or the
customer.
• Framed pages cannot be pushed completely. The URL defining the frameset is pushed, but the
individual URLs in each frame are not pushed.
• After a page is pushed, if either you or the customer follows a link to another page, the other
person does not see that change.
• If you and the customer both click the Push the selected web page icon at approximately the
same time, you both see the form that was pushed last. However, both URLs appear in the text
chat log.
Procedure
1. Select the Push the selected web page icon.
2. Type the URL you want to send.
3. Select the URL to send.
OR
Select a predefined URL to send.

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 Performing a Web Communications transfer to a skillset

The page is pushed to the customer’s browser and the URL is added to the Conversation
frame and the text chat log.

Performing a Web Communications transfer to a skillset

About this task
You can transfer a Web Communications (WC) contact to a skillset, if your administrator allows.
The agent who answers the transferred contact views all the messages that were previously sent by
the customer and the previous agent. The agent can also view the transfer details such as:
• the agent who transferred the contact
• the skillset from which the contact is transferred
• the skillset to which the contact is transferred
• the reason for transferring (if the agent who transferred the contact provides the reason)
Important:
You cannot transfer a contact to a skillset that does not have active agents.
Procedure
1. Click Consult/Transfer.
2. In the left pane, under Transfer to, select the skillset from the drop-down list.
3. Optionally, enter the reason for transfer under Transfer Reason.
The agent that answers the transferred contact can view the transfer details, including the
reason for the transfer.
4. Click Transfer.
Agent Desktop refreshes the list of agents active on the selected skillset and queues the
contact to the selected skillset.

Transferring a chat session

About this task
Transfer a chat session to another available agent. You can transfer a chat session only once.
Procedure
1. Click Consult.
2. In the left pane, under Transfer to, select the skillset from the drop-down list.
3. Click the appropriate agent name.

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Web communications

4. Click Consult.
The Conversation window splits into two. In the Consult Text Chat window, you can inform
the agent about the reason for the transfer.
Note:
The conversation between the agent and the customer is visible to the consulted agent.
5. Click Complete Transfer.
The chat session is now transferred to the other agent and it is no longer displayed on your
Agent Desktop. Your status is set to Ready.

Conferencing a chat session

About this task
Conference a chat session to another available agent. You can conference only one agent into a
chat session.
Procedure
1. Click Consult.
2. In the left pane, under Transfer to, select the skillset from the drop-down list.
3. Click the appropriate agent name.
4. Click Consult.
The Conversation window splits into two. In the Consult Text Chat window, you can inform
the agent about the reason for the conference.
Note:
The conversation between the agent and the customer is visible to the consulted agent.
5. Click Complete Conference.
The Consult Text Chat window closes and the original Conversation window reappears.
When the agent who was added to the conference begins typing, it is visible to all three
participants.
Note:
On Agent Desktop, for the agent who initiated the conference, the Consult button is not
visible for the entire duration of the Web communications contact. The agent cannot
initiate another consult during this period.
6. When you want to leave the conference, click Close.
A message appears in the Conversation window that indicates when a participant leaves the
conference.

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 Observing a Web Communications contact

Observing a Web Communications contact

Before you begin
• Ensure that you log on to the Agent Desktop.
• Ensure that you have agent-supervisor privileges.
About this task
An agent-supervisor can observe an agent-customer Web Communications contact. When an
agent-supervisor starts observing a Web Communications contact, the agent receives a notification
that an agent-supervisor is observing the contact. The agent can continue the conversation without
interference from the agent-supervisor. The customer does not receive a notification and is not
aware that an agent-supervisor is observing the contact.
Note:
You must log on to the Agent Desktop to observe a Web Communications contact.
When you are observing a contact, only the agent already interacting with the contact can set an
activity code for that contact.
Procedure
1. On the Agent Desktop Top bar menu, click Observe.
The Agent Desktop displays the Supervisor Observe window.
2. Under Filter, select the Item as Contact Type with the Value as Webcomms.
In the Contacts list, the red flag indicates the contacts whose intrinsic values are exceeding
the threshold defined by your administrator in the CCMM Administration tool.
3. Click the contact to view the intrinsics for that contact.
The intrinsics are assigned with priority 1 to 5. Contacts exceeding threshold limits for high
priority intrinsics, appear higher in the Contacts list.
Note:
Administrators must configure intrinsic priorities in the CCMM Administration tool.
4. Select a Web Communications contact and click Observe.
The Agent Desktop displays the Customer Text Chat window.
Note:
When using the Observe function, you cannot participate in the Web Communications
contact. Use the barge-in function to participate in the Web Communications contact.
See Barging-in on a Web Communications contact on page 116.
5. Click Close when you finish observing the Web Communications contact.

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Web communications

Barging-in on a Web Communications contact

Before you begin
• Ensure that you log on to the Agent Desktop.
• Ensure that you have agent-supervisor privileges.
• Ensure that you are observing a Web Communications contact between an agent and a
customer.
About this task
An agent-supervisor can participate in an agent-customer Web Communications contact.
Note:
You must log on to the Agent Desktop to barge-in on a Web Communications contact. You can
barge-in on a Web Communications contact only after you have observed that Web
Communications contact.
When you barge-in on a contact, only the agent already interacting with the contact can set an
activity code for that contact.
Procedure
1. In the Supervisor Observe window, click Barge-in, to barge-in on a Web Communications
contact you are observing.
Note:
The Barge-in button for an agent is enabled only after you observe the agent’s Web
Communications contact. To observe a Web Communications contact, see Observing a
Web Communications contact on page 115.
The Agent Desktop displays the Customer Text Chat window.
2. In the Text box, type your message to the customer.
3. Click Send.
Your name or agent label appears before your message in the Conversation frame.
4. Click Close when your conversation is complete.
The agent-customer Web Communications contact continues until all the agents or the
agent-supervisors have left the Web Communications contact or the customer leaves the
Web Communications contact.

Ending the Text Chat session

About this task
End the text chat session when the contact is completed. The text chat history is saved
automatically and can be printed.

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 Sending the chat log in an email message

Procedure
1. Click Finish.
2. In the Notes box, type additional information about the contact.
3. If Closed Reasons are required, select one of the configured Closed Reason codes that
best describes the reason you closed your text chat session.
4. Click Close.
5. Repeat step 1 to step 4 to close each additional Web communications contact.

Sending the chat log in an email message

About this task
If your Contact Center is licensed for email, you can send a copy of the completed text chat log by
email to the customer.
Procedure
Below the Conversation window, select the Envelop icon or the check box next to it, to email
the chat log to the customer.

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Index
A outbound .......................................................................67
release ..........................................................................48
accepting call ........................................................................... supervisor ..................................................................... 50
other phone mode ........................................................ 63 transfer ................................................................... 48, 64
activity code unhold ...........................................................................48
enter ............................................................................. 47 callback
add ........................................................................................... schedule ....................................................................... 71
custom contact ............................................................. 58 calling you supervisor .......................................................... 50
after call work item call join .................................................................................53
code ..............................................................................47 call on hold ...........................................................................48
Agent Desktop ..................................................................... 14 Change Agent State ............................................................ 33
action bar ......................................................................18 change password .................................................................24
creating a shortcut ........................................................ 15 chat message ..........................................................................
customer contact intrinsics ........................................... 20 add auto-phrase ......................................................... 112
home page ....................................................................25 send ............................................................................111
install ............................................................................ 14 clearing the barred status .................................................... 38
log off ............................................................................33 collecting log files
screen pop ....................................................................20 variable definitions ........................................................30
shortcut keys ................................................................ 21 conference ...............................................................................
start ...............................................................................14 another agent ......................................................... 49, 65
system tray icon ............................................................21 supervisor ..................................................................... 49
top bar .......................................................................... 17 configure display ......................................................................
user interface ................................................................16 Phonebook ................................................................... 57
user preferences ...........................................................19 contact .....................................................................................
Agent Desktop client ................................................................ follow up ....................................................................... 88
uninstall ........................................................................ 34 open ..............................................................................43
Agent Desktop dashboard ....................................... 23, 30, 31 postpone work .............................................................. 87
logging .......................................................................... 32 reply using address book ..............................................81
video ............................................................................. 31 search ...........................................................................41
Agent Desktop window settings view .............................................................................. 42
swapping panels ...........................................................26 contact details ......................................................................35
Agent statistic chart ................................................................. prerequisites ................................................................. 35
view .............................................................................. 28 print ...............................................................................89
Agent Statistics .................................................................... 21 contacts
Agent Statistics tab supervisor closing .........................................................43
access .......................................................................... 28 Contacts Presence
approval ................................................................................... call agent ...................................................................... 54
email messages ............................................................76 custom contact .........................................................................
approve email messages .....................................................90 add ................................................................................58
delete ............................................................................59
edit ................................................................................59
B customer ..................................................................................
barge-in .................................................................................... push web page ........................................................... 112
voice contact .................................................................52 search ...........................................................................36
web communications contact ..................................... 116 customer contact intrinsics .................................................. 20
view .............................................................................. 40
customer details ...................................................................35
C prerequisites ................................................................. 35
customer information
call ...........................................................................................
adding ...........................................................................37
accepting ...................................................................... 46
clearing the barred status ............................................. 38
decline .......................................................................... 46
editing ........................................................................... 37
end ..........................................................................50, 70
setting the barred status ............................................... 38
make .............................................................................50

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 Index

customer password ..............................................................78 I

customer record
create ............................................................................36 incoming contact
decline .......................................................................... 77
incoming fax message
D decline .......................................................................... 94
default attachment folder incoming scanned document message
define ............................................................................83 decline .......................................................................... 98
default template folder incoming SMS text message
define ............................................................................83 decline ........................................................................ 105
delete ....................................................................................... incoming voice mail message
custom contact ............................................................. 59 decline ........................................................................ 102
desktop phone ......................................................................... inline images
logging on to Agent Desktop ........................................ 15 add ................................................................................85
display variable definitions ........................................................86
work items window ....................................................... 25 install ........................................................................................
document purpose ................................................................. 9 Agent Desktop .............................................................. 14
DTMF digits ......................................................................... 51 intrinsic .....................................................................................
copy .............................................................................. 39
view .............................................................................. 39
E intrinsic-associated application ............................................ 40
introduction ..............................................................................
edit ...........................................................................................
prerequisites ................................................................. 13
custom contact ............................................................. 59
email .................................................................................... 73
accept ........................................................................... 77 L
email attachments ....................................................................
view .............................................................................. 84 log files .................................................................................30
email contact logging on to Agent Desktop ....................................................
close ............................................................................. 87 desktop phone .............................................................. 15
email message ......................................................................... Other Phone mode ....................................................... 63
add attachment .............................................................84
create ............................................................................80 N
remove attachment .......................................................85
reply ..............................................................................79 nailed-up call ............................................................................
send the chat log ........................................................ 117 recovering .....................................................................65
send using phonebook ................................................. 89 Not Ready status ................................................................. 27
email messages .......................................................................
approval ........................................................................76
Emergency key .................................................................... 51
O
observe ....................................................................................
F voice contact .................................................................52
observing .................................................................................
fax message ........................................................................ 93 web communications contact ..................................... 115
accept ........................................................................... 93 online help
close ............................................................................. 95 access .......................................................................... 32
prerequisites ................................................................. 93 other phone mode ................................................................62
reply ..............................................................................94 accepting call ................................................................63
review ........................................................................... 94 telephony ...................................................................... 62
transfer ......................................................................... 95 Other Phone mode ..................................................................
filter contacts ............................................................................ logging on to Agent Desktop ........................................ 63
phonebook ....................................................................56 oubound calls
Force Agent Log out ............................................................ 33 call customer ................................................................ 71
outbound call ....................................................................... 68
outbound callbacks .............................................................. 67
H outbound calls ......................................................................67
hold ...................................................................................... 48 recording the result .......................................................70

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Index

outbound contact S
accept ........................................................................... 68
decline .......................................................................... 68 scanned document .............................................................. 97
close ............................................................................. 99
prerequisites ................................................................. 97
P scanned document message ...................................................
panels ...................................................................................... accept ........................................................................... 97
swapping ...................................................................... 26 reply ..............................................................................98
panel swapping review ........................................................................... 98
Agent Desktop .............................................................. 20 transfer ......................................................................... 99
phonebook ............................................................................... screen pop ...............................................................................
call agent ...................................................................... 55 Agent Desktop .............................................................. 20
filter contacts ................................................................ 56 script .................................................................................... 69
search for a contact ...................................................... 55 search ......................................................................................
send email message .....................................................89 contact .......................................................................... 41
viewing contact history ................................................. 60 customer .......................................................................36
Phonebook ............................................................................... search for a contact .................................................................
configure display ...........................................................57 phonebook ....................................................................55
post call processing search results ..........................................................................
code ..............................................................................47 print ...............................................................................42
prerequisites ............................................................................ send .........................................................................................
contact details ...............................................................35 chat message ............................................................. 111
customer details ........................................................... 35 Service Level alerts
introduction ................................................................... 13 enable ...........................................................................29
scanned document ....................................................... 97 setting the barred status ...................................................... 38
sms text message .......................................................104 set work item display ...............................................................
voice mail message .................................................... 101 user preferences ...........................................................25
print .......................................................................................... shortcut keys ............................................................................
contact details ...............................................................89 Agent Desktop .............................................................. 21
search results ............................................................... 42 using ............................................................................. 26
skillset statistic chart ................................................................
view .............................................................................. 28
R sms text message ..............................................................104
accept ......................................................................... 104
Ready status ........................................................................27
close ........................................................................... 107
recipient list
prerequisites ............................................................... 104
remove name ................................................................82
transfer ....................................................................... 107
recovering ................................................................................
SMS text message ...................................................................
nailed-up call ................................................................ 65
reply ............................................................................105
redraft ......................................................................................
spell checker ........................................................................86
rejected email messages ..............................................92
Statistics Ticker ....................................................................29
redraft email messages ....................................................... 92
supervisor ................................................................................
rejected email messages .........................................................
approve email messages ..............................................90
redraft ........................................................................... 92
reject email messages ..................................................91
reject email messages ......................................................... 91
support
related documentation ........................................................... 9
contact .......................................................................... 11
reply .........................................................................................
swapping ..................................................................................
email message ............................................................. 79
panels ........................................................................... 26
fax message ................................................................. 94
system tray icon .......................................................................
scanned document message ........................................98
Agent Desktop .............................................................. 21
SMS text message ..................................................... 105
voice mail message .................................................... 102
reset .....................................................................................78 T
resetting customer password ...............................................78
review ...................................................................................... tab name
fax message ................................................................. 94 customize ................................................................... 110
scanned document message ........................................98 variable definitions ......................................................111
tag contact

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 Index

tag contact (continued) prerequisites ............................................................... 101

favorites ........................................................................ 57 reply ............................................................................102
speed dial ..................................................................... 57 transfer ....................................................................... 103
telephony ............................................................................. 45
other phone mode ........................................................ 62
template response ............................................................... 83
W
create ............................................................................82 web communications ......................................................... 108
Text Chat session accept ......................................................................... 108
end ..............................................................................116 conference ..................................................................114
third call appearance line .....................................................54 transfer ....................................................................... 113
three call appearance lines ..................................................54 transfer to skillset ........................................................113
transfer ..................................................................................... web communications contact ...................................................
call .......................................................................... 48, 64 barge-in ...................................................................... 116
contact outside the Contact Center .............................. 89 observing .................................................................... 115
contact within the Contact Center .................................88 Web communications contact
fax message ................................................................. 95 decline ........................................................................ 111
scanned document message ........................................99 window settings
sms text message .......................................................107 Agent Desktop .............................................................. 20
voice mail message .................................................... 103 window size and position
web communications .................................................. 113 Agent Desktop ........................................................ 20, 21
work item paradigm ............................................................. 16
U work list window ...................................................................17

uninstall ....................................................................................
Agent Desktop client .....................................................34
use
Agent Desktop configurable home page ...................... 25
user preferences ......................................................................
set work item display .................................................... 25
user to user information
modify ........................................................................... 40
view .............................................................................. 39
using ........................................................................................
shortcut keys ................................................................ 26

V
variable definitions ...................................................................
collecting and uploading log files ..................................30
verify customer information ..................................................78
videos .................................................................................. 10
view ..........................................................................................
Agent statistic chart ...................................................... 28
contact .......................................................................... 42
customer contact intrinsics ........................................... 40
email attachments ........................................................ 84
intrinsic ......................................................................... 39
skillset statistic chart .....................................................28
viewing contact history .............................................................
phonebook ....................................................................60
voice contact ............................................................................
barge-in ........................................................................ 52
observe .........................................................................52
voice mail message ........................................................... 101
accept ......................................................................... 101
close ........................................................................... 103
listen ........................................................................... 102

April 2014 Avaya Contact Center Select Agent Desktop Guide 121
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