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Avaya NN44400-114 manuel d'utilisation

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Table des matières du manuel d’utilisation

  • Page 1

    Av aya Aura™ Agent Desktop NN44400-1 14 Document status: S tandard Document issue: 02.05 Document date: 2 December 2010 Product release: Release 6.0/6.1 Job function: Fundamentals T ype: T echnical Publication Language type: English[...]

  • Page 2

    Copyright © 2010 A v aya Inc. All Rights Re served. Notices While reasonable efforts have been ma de to e nsure that the informati on in this docu ment is complete and accurate at the time of printing, A vaya assumes no lia bil ity for any errors. A vaya reserves the righ t to make changes and correc tions to the informatio n in this document with[...]

  • Page 3

    NN44400-114 Contact Ce nter Agent Deskt op 2 December 2010 3 Content s New in this release 7 Features 7 Improved user interface 7 Multiplicity 7 New contact types 8 Agent statistics 8 E-mail editor im provements 8 E-mail auto su ggest 9 New usage modes 9 Web com munications improveme nts 10 Other chang es 10 Windows 7 support 10 Introduction 11 Age[...]

  • Page 4

    Contents 4 NN44400-114 Contac t Center Agent Desktop 2 Dec ember 2010 Conferencing in another agen t 33 Conferencin g in a supe rv isor 34 Ending a call 34 Calling your supervisor 34 Making a ca ll 35 Using DTMF digits 35 Using the Emergency key 36 Observing a call 36 Barging in on a call 37 Ending your ob servation 38 Outbound calls and callbacks [...]

  • Page 5

    NN44400-114 Contact Ce nter Agent Deskt op 2 December 2010 5 Contents Creating a templa te re sp on se 73 Defining you r defaul t template folder 73 Using a template response 74 Defining you r default a ttachment folder 74 Adding an attachme nt to your e -mail response 74 Viewin g e- mail attachment s 75 Removing an att achment from an e-mail resp [...]

  • Page 6

    Contents 6 NN44400-114 Contac t Center Agent Desktop 2 Dec ember 2010 Customizing a tab name 101 Declining a Web comm unications contact 101 Sending a chat message 102 Adding an auto-p hr as e to a ch at m ess ag e 102 Pushing a W eb page to a customer 102 T ransferring a chat session 103 Conferencin g a chat se ssion 104 Ending the T ext Chat ses [...]

  • Page 7

    NN44400-114 Contact Ce nter Agent Deskt op 2 December 2010 7 New in this release The following sections det ail what is new in the A vaya Aura™ Agent Desktop User Guide (NN44400-1 14). • Features (page 7) • Other changes (page 10) Features See the following sections for infor mation about feature changes: • Improved user interface (page 7) [...]

  • Page 8

    New in this release 8 NN44400-114 Contac t Center Agent Desktop 2 Dec ember 2010 The administrator select s the cont act types an agent can be presented wit h while the agent is active on another cont act. This is called interruptibility . Y ou can receive a multimedia contact while you are working on a voice call, or , you can receive a voice cont[...]

  • Page 9

    NN44400-114 Contact Ce nter Agent Deskt op 2 December 2010 9 New in this release • Insert image links • Hyperlinks • Blind carbon copy (Bcc) is available only when using the e-mail address book. E-mail auto suggest Agent Desktop now support s E-mail Auto Suggest. When an incoming e-mail arrives at the cont act center , the E-mail Manager uses[...]

  • Page 10

    New in this release 10 NN44400-114 Contac t Center Agent Desk top 2 December 2010 network. Y ou can make or receive voice calls through Agent Desktop using a headset connected to your computer .The My Computer mode provides the best IP audio quality that is possible with your connection speeds, computer performance, and network setup. The My Comput[...]

  • Page 11

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 11 Introduction Avaya Aura™ Agent Desktop is a single- inte rface client application used to interact with customers. Y ou can respond to cu stomer conta cts through a variety of media, including phone , outbound c ontact s, e-mail, Web communication, instant messaging, fax, scann ed doc[...]

  • Page 12

    Introduction 12 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Navigation • Agent Desktop Use r Interface (page 13) • Using your Agent Desktop (page 19) • T elephony (page 29) • Outbound calls and callbacks (p age 39) • E-mail (pag e 65) • Fax message (page 81) • Scanned document (p age 85) • V oice mail messages (page 8[...]

  • Page 13

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 13 Agent Desktop User Interface Use Agent Desktop to handle voice, e-mail, outbound, Web communications, instant messagin g, voice mail, fax, scanned document s, and SMS text message contact s. Use Agent Desktop in the following situations: • to handle voice cont acts when Agent Desktop [...]

  • Page 14

    Agent Desktop User Inte rface 14 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Wo rk item p aradigm The main Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. W ork items appear on the Agent Desktop work list. If you perform ano ther interaction associated with that work i[...]

  • Page 15

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 15 Agent Desktop User Interface Wo rk list window The work list window cont ain s work items and control b uttons correspond ing to the work item. The controls and fu nctions change depending on the information in the work list window . The top right corner of the work list window has work[...]

  • Page 16

    Agent Desktop User Inte rface 16 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Work item controls Each work item has a number of con tact-rela ted controls. These controls change depending on the work list window behavior and cont act type. Only appropriate controls are displayed on work items. V oice-related controls are displayed on [...]

  • Page 17

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 17 Agent Desktop User Interface User preferences Use the User Settings p age, under the User Preferences menu, to select template locations, enable the spellin g checker , define an e-mail signature, or change your password . Use the Audio Settings p age, under the User Preferences menu, t[...]

  • Page 18

    Agent Desktop User Inte rface 18 NN44400-114 Contac t Center Agent Desk top 2 December 2010[...]

  • Page 19

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 19 Using your Agent Desktop This chapter describes how to inst all and configure Avaya Aura™ Agent Desktop. Navigation • Inst alling the Agent Desktop (page 19) • S tarting the Agen t Desktop (page 20) • Creating a shortcut to the Agent Desktop (p age 21) • Logging on to Agent De[...]

  • Page 20

    Using your Agent Desktop 20 NN44400-114 Contac t Center Agent Desk top 2 December 2010 functionality then the URL is <Communication Control T oolkit servername>/ agent desktop. 2 Click Launch Agent Desktop . 3 Click Install . --End-- S t arting the Agent Desktop S tart the Agent Desktop whe n you are ready to open the application. Prerequisit[...]

  • Page 21

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 21 Using your Agent Des ktop Creating a shortcut to the Agent Desktop Create a shortcut to the Agent Desktop to quickly access the application without manually entering the URL. Prerequisites • Ensure that you insta ll Agent Desktop. See Installin g the Agent Desktop (page 19) . Procedur[...]

  • Page 22

    Using your Agent Desktop 22 NN44400-114 Contac t Center Agent Desk top 2 December 2010 The system verifies your logon ID and automatically logs you on to the Agent Desktop application. 6 If you are configured to handle Mu ltimedia contacts (such as e-mail), in t he Multimedi a tab, type your ID and Password . 7 Click Login . The st atus icon change[...]

  • Page 23

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 23 Using your Agent Des ktop 7 If you create a new user profile, enter your Exte nsion , Password , Server Address and License T ype and then click Save this profile . 8 If you are configured to handle Mu ltimedia contacts (such as e-mail), in t he Multimedi a tab, type your ID and Passwor[...]

  • Page 24

    Using your Agent Desktop 24 NN44400-114 Contac t Center Agent Desk top 2 December 2010 3 In the Enter Login det ails window , perform one of the following tasks: • If your user profile is configured in Office Communicator (OC) and OC is installed on the PC running Agent Desktop, ensure that the information in the Sign-in name , Password , Domain [...]

  • Page 25

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 25 Using your Agent Des ktop 2 Select the Preferences tab. 3 Near the bottom of the Preferences tab, in th e Password section, select Change Password . 4 In the Current Password box, type yo ur curre nt pa ssword. 5 In the New Password box, type your new passwor d. Y our new password canno[...]

  • Page 26

    Using your Agent Desktop 26 NN44400-114 Contac t Center Agent Desk top 2 December 2010 1 On the Agent Desktop T op bar menu, click User Preferences, Audio Settings . 2 In the Audio Settings tab, in the Vo l u m e section, adjust the Playback slider to set the volume for all sound output through your computer speakers or headph ones. 3 Select the Mu[...]

  • Page 27

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 27 Using your Agent Des ktop 1 On the Agent Desktop T op bar menu, click the S tatus icon. 2 Select Go Ready . Agent Desktop places you in Ready st at us. The statu s icon changes to green and the T op bar displays the Ready status. --End-- Changing your st atus to Not Ready Change your st[...]

  • Page 28

    Using your Agent Desktop 28 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Logging off from Agent Desktop Log off from Agent Desktop when you are re ady to exit the application. A warning message appears asking you to confirm that you want to close the Agent Desktop and log of f. Prerequisites Ensure that you do not have a conta ct open[...]

  • Page 29

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 29 T elephony This chapter describes how to handle incoming telephone calls from customers by using Avaya Aura™ Agen t Desktop. Y ou can use the Agent Desktop to perform the following tele phony tasks: • Accept and decline incoming cont acts. • Enter an activity code. • Place and r[...]

  • Page 30

    Telephony 30 NN44400-114 Contac t Center Agent Desk top 2 December 2010 • Enter DTMF Digits Navigation • Accepting a call (p age 30) • Declining a call (page 31) • Entering an activity code (p age 31) • Placing a call on hold (p age 32) • Releasing a call on hold (p age 32) • T ransferring a call (page 33) • Conferencing in another [...]

  • Page 31

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 31 Telephony --End-- Declining a call Decline a call if you want to reject t he cont act and place t he cont act back in the queue. The cont act is then queued to another agent and your stat us becomes Not Ready . Y ou cannot receive new incoming cont acts until you change your status to R[...]

  • Page 32

    Telephony 32 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Procedure step s Ste p A ct i on 1 Select the work item. 2 Click the Activity Code work item in-line command. 3 In the Activity Co de box, select or type your Activity Code. --End-- Placing a call on hold Place a call on hold to interrupt your curr ent call. When you want to sp[...]

  • Page 33

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 33 Telephony T ransferring a call Y ou can transfer a call to another agent using a supervised transfer or a blind transfer . In a supervised transfer , the call is placed on hold, and you speak to the third party before you complete the transfer . In a blind transfer , which is the defaul[...]

  • Page 34

    Telephony 34 NN44400-114 Contac t Center Agent Desk top 2 December 2010 4 S peak w ith the age nt, if necess ary , bef ore you co nference in th e customer . 5 Click Conference again to t ake the customer off hold and conference in the customer and the other agent. --End-- Conferencing in a supervisor Conference in a supervisor if you want to speak[...]

  • Page 35

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 35 Telephony T o call a supervisor when you are on a call, see Conferencing in a supervisor (page 34) . Procedure step s Ste p A ct i on 1 On the Agent Desktop Action bar men u, click Supervisor . --End-- Making a call Make a call using Agent Desktop. Ensure that you follow the steps based[...]

  • Page 36

    Telephony 36 NN44400-114 Contac t Center Agent Desk top 2 December 2010 1 On the Agent Desktop Action bar men u toolbar , click the DTMF option. 2 Enter the numbers on the keyp ad that appears. --End-- Using the Emergency key Use the Emergency key if you require immediate assistance fr om your supervisor while handling a call. F or example, if you [...]

  • Page 37

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 37 Telephony Prerequisites • Ensure that your cont act center is SIP-enabled. • Ensure that you log on to Age nt Desktop. • Ensure that you have either supervisor or agent-supervisor privileges. Procedure step s Ste p A ct i on 1 On the Agent Desktop T op bar menu, click Observe . In[...]

  • Page 38

    Telephony 38 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Ending your observation End your observation when you no longer need to ob serve the agent and customer conversation. The agent and the customer on the call cannot hear the supervisor join or leave the call. The supervisor or agent-supervisor actions do not affe ct the original[...]

  • Page 39

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 39 Outbound calls and callbacks This chapter describes how to han dle outbound calls and callbacks by using Avaya Aura™ Agent Desktop. The campaign administrator creates Outbound camp aigns. When a campaign runs, the system pushes outbound cont acts to your desktop in the same way tha t [...]

  • Page 40

    Outbound calls and callba cks 40 NN44400-114 Contac t Center Agent Desk top 2 December 2010 • Placing an outbound call (p age 41) • Using a script (page 42) • Recording the result (page 42) • Ending the call (page 43) • Scheduling a callback (p age 43) • Calling the customer (p age 44) Accepting an outbound cont act Use the Agent Deskto[...]

  • Page 41

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 41 Outbound calls a nd callbacks Declining an ou tbound cont act Y ou can decline an outbound cont act if you are unavailable to accept a call. Change your st atus to Not Ready if you are u navailable to handle cont acts. Procedure step s Ste p A ct i on 1 On theAgent Desktop work item, cl[...]

  • Page 42

    Outbound calls and callba cks 42 NN44400-114 Contac t Center Agent Desk top 2 December 2010 5 V erify the customer information and update an y customer conta ct fields required. --End-- Using a script Use a script if the camp aign administrator assigned an agent script to the outbound campa ign. The content of your script depen ds on the campaign. [...]

  • Page 43

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 43 Outbound calls a nd callbacks Some disposition codes indicate that the ca ll was completed (for example, Not Interested or Sale Made), while o ther dis position codes indicate that the call was not completed (for example, No Answer o r Number Busy). If the call was not completed, or the[...]

  • Page 44

    Outbound calls and callba cks 44 NN44400-114 Contac t Center Agent Desk top 2 December 2010 • Identify a customer for a scheduled callback. Procedure step s Ste p A ct i on 1 Click Schedule Callback . 2 In the Schedule Callback window , select a skillset from the list to direct the contact to the most app ropriate agent skills. 3 Select either an[...]

  • Page 45

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 45 Outbound calls a nd callbacks 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 . --End--[...]

  • Page 46

    Outbound calls and callba cks 46 NN44400-114 Contac t Center Agent Desk top 2 December 2010[...]

  • Page 47

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 47 Predictive Outbound This chapter describes how to han dle Pr edictive Outb ound contact s by using Avaya Aura™ Agent Desktop. Administrators create Outbound camp aigns using the customer dat abase, custom scripts, and Predictive Outbound settings that determine ho w calls are presente[...]

  • Page 48

    Predictive Outbound 48 NN44400-114 Contac t Center Agent Desk top 2 December 2010 • Progressive: Similar to the Predictive dialing option, Cont act Center sends a record to the dialer for automatic outboun d processing. The contact is displayed on the Agent Desktop and the customer simu ltaneou sly receives the call. The agent cannot cancel th e [...]

  • Page 49

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 49 Predictive Outbound • Handling a stand ard callback call (p age 61) Changing to Ready st atus Change to Ready sta tus after you log on to Agent Desktop or any time you are ready to accept cont acts. Procedure step s Ste p A ct i on 1 From the Agent Desk to p ap plic at ion , click th [...]

  • Page 50

    Predictive Outbound 50 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Changing to Not Ready st atus Change to Not Ready st atus to indicate that you are not ready to accept contact s. Prerequisites • Ensure that you have no active cont act. Procedure step s Ste p A ct i on 1 From the Agent Desk to p ap plic at ion , click th e status [...]

  • Page 51

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 51 Predictive Outbound 2 Click Go Not Ready . The agent st a tus changes to Not Ready . --End-- Changing to Not Ready st atus when on a cont act Change to Not Ready st atus while still on a contact to indicate that you will not be ready to accept cont acts when the current cont act is comp[...]

  • Page 52

    Predictive Outbound 52 NN44400-114 Contac t Center Agent Desk top 2 December 2010 --End-- Handling a Paced call Handling a paced call ena bles you to previe w a call while it is being dialed by the system. Y ou cannot cancel the call or dial th e customer ’s phone numbe r . Prerequisites • Ensure that you are in Ready st atus. Procedure step s [...]

  • Page 53

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 53 Predictive Outbound • Select one of the customer phon e numbers that appears in the Preview Cont act dialog box, and click Dial to call the customer . • Click Cancel to cancel the co ntact. • Respond to the call whe n the Preview time period expires and the system automatically pr[...]

  • Page 54

    Predictive Outbound 54 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Y ou can cancel only Preview or manual Predictive Outbound calls. Prerequisites • Ensure that you are in Ready st atus. • Ensure that you have a Predictive skillse t designated for handling telephone calls. Procedure step s Ste p A ct i on 1 Preview the customer d[...]

  • Page 55

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 55 Predictive Outbound An agent with Predictive Outbound skillset s can encounter the following scenarios during a call transfer: • If an agent in a Predictive Outbound skillset performs a supervised transfer to an invalid or busy phon e number , the agent hears a busy signal. T o avoid [...]

  • Page 56

    Predictive Outbound 56 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Conferencing in another agent Y ou can conference in another agent in your Cont act Center. Conferencing in another agent involves several step s, particularly if the agent you want to conference in is not in Ready statu s when you make the initial request. When you s[...]

  • Page 57

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 57 Predictive Outbound Attention: In man ual mode, if you press the T ransfer/Conference buttons on the phone, the T ransfer/C onference dialog box will not appear on Agent Desktop as it does for other modes o f predictive ou tbound. 3 Click Consult . If the requested agent is available, C[...]

  • Page 58

    Predictive Outbound 58 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Ending a cont act End a contact with the customer . Procedure step s Ste p A ct i on 1 On the Agent Desktop Predictive Out bound V oice Path work item, click Disposition Cont act . Hangup and Leave Conference disconnect s the agent from the call. 2 Select a dispositio[...]

  • Page 59

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 59 Predictive Outbound Procedure job aid Originating a call Y ou can originate a call to a customer when you are in W rapup status. Prerequisites • Ensure that you are in W rapup stat us. Procedure step s Ste p A ct i on 1 Click Initiate a Call . 2 Select one of the customer phon e numbe[...]

  • Page 60

    Predictive Outbound 60 NN44400-114 Contac t Center Agent Desk top 2 December 2010 1 Click Schedule Callback . 2 In the Schedule Callback wind ow , select a Date and Time for the callback. 3 Select whether the time for the callback is based on the Agent Local T ime or the Customer Time . 4 Select one of the customer phon e numbers in the Phone list [...]

  • Page 61

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 61 Predictive Outbound Handling a st andard callback call Handling a S tandard callback call is simila r to handling a no rmal call in each mode of predictive (Manual, Pa ced, Prev ie w , Progressive and Predictive) ap art from memo text. A cont act is presented to an agent as a result of [...]

  • Page 62

    Predictive Outbound 62 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Y ou can preview or cancel or dial the customer's p hone number if the cont act presented to the agent is a Preview or manual cont act. Prerequisites • Ensure that you are in Ready st atus. • The work session on CPSEE Application se rver is active. Procedure [...]

  • Page 63

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 63 Predictive Outbound 2 Choose one of the following actions: • Select one of the customer phon e numbers that appears in the Preview Cont act dialog box, and click Dial to call the customer . • Click Cancel to cancel the co ntact. • Respond to the call whe n the Preview time period [...]

  • Page 64

    Predictive Outbound 64 NN44400-114 Contac t Center Agent Desk top 2 December 2010[...]

  • Page 65

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 65 E-mail This chapter describes h ow to perform e-mail t asks by using the Av aya Aura™ Agent Desktop: • Accept the incoming e-mail cont act. • Review and update customer information. • Send a reply . • Add an att achment. • Insert a template or autosignature. • Forward an e[...]

  • Page 66

    E-mail 66 NN44400-114 Contac t Center Agent Desk top 2 December 2010 • Horizontal line -rule supp ort • Insert image links • Insert hyperlink • T ext jus tification • Numbered lists • Bulleted list s These formatting and add itional insertion buttons are o nly displayed on the e-mail editor toolbar when HTML format e-mail is selected. P[...]

  • Page 67

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 67 E-mail The following tab le shows the e-mail feature button s. Navigation • Accepting an incoming cont act (page 68) • Declining an incoming contact ( page 68) • Creating an e-mail message (p age 71) • V erifying customer information (page 69) • Replying to an e-mail message ([...]

  • Page 68

    E-mail 68 NN44400-114 Contac t Center Agent Desk top 2 December 2010 • Using a template response (p age 74) • Defining your default att achment folder (p age 74) • Adding an attachment t o your e-mail respon se (pag e 74) • Viewing e -mail attachme nts (p age 75) • Removing an attachment fro m an e-mail response (p age 75) • Using the s[...]

  • Page 69

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 69 E-mail Procedure step s Ste p A ct i on 1 On the Agent Desktop, click Reject . --End-- V erifying customer info rmation V erify customer information by viewing the left side of the Custome r Details window , which shows customer details, the history of recen t customer interactions, and[...]

  • Page 70

    E-mail 70 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Y ou can use several features in the Agent Desktop inte rface to create your e-mail 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 Y ou can also [...]

  • Page 71

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 71 E-mail 7 T o change the text size, select the text and click the u p arro w to increase the font size, or click the do wn arrow to decrease th e font size. 8 T o perform a spell check, click the Check S pelling icon. 9 T o add an atta ch ment to the e-mail response, click Insert a file.[...]

  • Page 72

    E-mail 72 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Using the address book to reply to a cont act Use the address book to search for an e-mail add ress in the co rporate addre ss book or in the customer dat abase when you use e-mail to reply to a customer or transfer a cont act. Y ou can search for addresses to add to the T o, carb[...]

  • Page 73

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 73 E-mail 1 Select the name from the To , Cc , or Bcc field, and then pr ess Delete on your keyboard. --End-- Creating a template response Create and store your own templates to use predefined messages or responses to typical customer queries. Y ou can use p art of all of the template text[...]

  • Page 74

    E-mail 74 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Using a template response Use a template response that you p reviously created for responses to typical customer queries. Procedure step s Ste p A ct i on 1 In the e-mail window , click Insert T emplate . 2 Navigate to the template folder . If you defined a template fo lder in the[...]

  • Page 75

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 75 E-mail Procedure step s Ste p A ct i on 1 Click Insert File . 2 Click Atta ch . If you defined an attachment folder in the user setting s, t he default attachment folder automatically appears. 3 T o add a file from a di fferen t location, navigate to the appropria te directory or folder[...]

  • Page 76

    E-mail 76 NN44400-114 Contac t Center Agent Desk top 2 December 2010 3 Click OK . --End-- Using the spelling checker Use the spelling checker on the Agent Desktop interfa ce to locate spelling errors in your e-mail message. Y ou can enable or disable the automatic spell-check feature. Y ou can use the User Settings win dow to select a default langu[...]

  • Page 77

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 77 E-mail Closing the e-mail cont act Close the e-mail cont act when the cont act is complete. When you close a contact, select a Closed Reason code. The Closed Reason codes that ap pear are applicable to the cont act type being closed. Procedure step s Ste p A ct i on 1 Click Close to com[...]

  • Page 78

    E-mail 78 NN44400-114 Contac t Center Agent Desk top 2 December 2010 Following up on a cont act Follow up on a contact af ter you comple te a contact but want to perf orm a follow-up action, for example, to transfer a conta ct to another agent. Procedure step s Ste p A ct i on 1 Click Follow-up . The e-mail display control appear s. 2 Perform the n[...]

  • Page 79

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 79 E-mail T ransferring a cont act ou tside the cont act center T ransfer a contact to an e-mail a ddress outs ide the Contact Center for consultation . When you transfer a cont act to an exte rnal e- mail address, you must manually add any attachment s you want to send with the e-mail. Pr[...]

  • Page 80

    E-mail 80 NN44400-114 Contac t Center Agent Desk top 2 December 2010[...]

  • Page 81

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 81 Fax message This chapter describes how to perfo rm fax message t asks. Use A vaya Aura™ Agent Desktop to perform the followi ng tasks when you handle a fax message: • Accept the incoming fax message. • Review the fax message. • Send a reply . • Forward a fax message. Fax messa[...]

  • Page 82

    Fax message 82 NN44400-114 Contac t Center Agent Desk top 2 December 2010 The fax message opens in the fax display panel. --End-- Declining an inco ming fax message Decline an incoming fax message if you cannot handle the f ax. Procedure step s Ste p A ct i on 1 On the Agent Desktop, select the ne w fax message work it em and click Reject . --End--[...]

  • Page 83

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 83 Fax message Prerequisites • Ensure that you underst and how to use the spell-check feature. See Using the spelling checker (p age 76) . Procedure step s Ste p A ct i on 1 After you review the customer contact, click Reply . 2 In the fax response windo w , ac cept the default To e-mail[...]

  • Page 84

    Fax message 84 NN44400-114 Contac t Center Agent Desk top 2 December 2010 T ransferring a fax message T ransfer a fax message to another skillset or to a specif ic agent in the cont act center . When you transfer a fax message to a skillset or agent, you also transfer the ownership of the cont act. Procedure step s Ste p A ct i on 1 Click T ransfer[...]

  • Page 85

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 85 Scanned document This chapter describes how to perfo rm scanned document t asks. Use Avaya Aura™ Agent Desktop to perform the following t asks when you handle a scanned document: • Accept an incoming scanned document. • Review the scanned document. • Reply to a scanned document.[...]

  • Page 86

    Scanned document 86 NN44400-114 Contac t Center Agent Desk top 2 December 2010 The scanned docu men t opens in the document display p anel. --End-- Declining an incoming s canned document message Decline an incoming scanned document message if you cannot handle the document. Procedure step s Ste p A ct i on 1 On the Agent Desktop, select the new sc[...]

  • Page 87

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 87 Scanned document Replying to a scanned document message Reply to an scanned document message when a customer sends a scanned document to the cont act center requesting a response. Y ou can reply to the scanned document by sending an e-mail message to a printer . The printed e-mail messa[...]

  • Page 88

    Scanned document 88 NN44400-114 Contac t Center Agent Desk top 2 December 2010 2 Select one of the configured Closed Reas on codes that best describ es the reason you closed your scanned documen t. --End-- T ransferring a scanned document T ransfer a scanned document to another skillset or to a specific agent within the contact center . When you tr[...]

  • Page 89

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 89 V oice mail messages This chapter describes how to perfo rm tasks t o handle voice mail messages. Use Avaya Aura™ Age nt Desktop to perform the following t asks when you handle a voice mail message: • Accept the incoming voice mail message. • Listen to a voice mail message. • Re[...]

  • Page 90

    Voice mail messages 90 NN44400-114 Contac t Center Agent Desk top 2 December 2010 The voice mail message opens in the e-ma il display panel. The voice mail is a .wav attachment to this e-mail. --End-- Declining an incomi ng voice mail message Decline an incoming voice mail message if you canno t handle the voice mail. Procedure step s Ste p A ct i [...]

  • Page 91

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 91 Voice mail messages Replying to a voice mail message Reply to an voice mail message when a customer sends a voice mail message to the contact center requesting a response. Y ou reply to a voice mail message by phoning the customer . Prerequisites • Ensure that you have the customer p [...]

  • Page 92

    Voice mail messages 92 NN44400-114 Contac t Center Agent Desk top 2 December 2010 T ransferring a voice mail message T ransfer a voice mail message to another ski llset or to a specific agent within the contact center . When you transfer a voice mail message to a skillset or agent, you also transfer ownership of the cont act. Procedure step s Ste p[...]

  • Page 93

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 93 Short Message Service text message This chapter describes how to perfo rm Short Message Service (SMS) text message tasks. Use A vaya Aura™ Agent Desktop to perform the following tasks when you handle an SMS text message: • Accept the incoming SMS text messag e. • Send a reply . ?[...]

  • Page 94

    Short Message Service t ext message 94 NN44400-114 Contac t Center Agent Desk top 2 December 2010 1 On the Agent Desktop work list, select the new SMS text messa ge work item, and click Accept . The SMS text message opens in the display p anel. The customer det ails for the SMS T est message opens in the botto m left hand Customer Details panel. --[...]

  • Page 95

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 95 Short Message Service text message other e-m ail addresses f rom the co rporate address book or multimed ia database. 3 In the Subject box, accept the subject curren tl y displayed or edit the subject. 4 Add text to the reply using one or both of the following methods: • T ype the m e[...]

  • Page 96

    Short Message Service t ext message 96 NN44400-114 Contac t Center Agent Desk top 2 December 2010 • Click Replace to replace the word with the suggested text. • Click Replace All to replace all inst ances of the word with the suggested text and to add the word to the dictionar y . • Click Options to configure conditio ns for th e sp ell-ch ec[...]

  • Page 97

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 97 Short Message Service text message 4 Select the External tab if you want to transfer the SMS text message to outside the Contact Center . 5 In the Agent Note box, type a brief no te about the reason f or the tran sfer . 6 Click T ransfer . --End--[...]

  • Page 98

    Short Message Service t ext message 98 NN44400-114 Contac t Center Agent Desk top 2 December 2010[...]

  • Page 99

    NN44400-114 Contact Ce nter Agent Deskt op 2 Dece mber 2010 99 W eb communications This chapter describes how to use the Web communications feature to communicate directly with customers in r eal time o ver the Interne t by using the Avaya Aura™ Agent Desktop: • Accept an incoming contact . • Review and update customer information. • Send a[...]

  • Page 100

    Web communications 100 NN44400-114 Contact Center Agent Desktop 2 December 2010 Accepting a W e b communications cont act Accept a Web communications cont act to communicate privately with a customer in real time over the Internet. An agent and a customer ca n use the text chat component of the Agent Desktop to co nduct a two-way conversation by ex[...]

  • Page 101

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 101 Web communications 1 On the work item, click Accept . Attention: Y our site administrator configure s the maximum number of ad ditional contact s you can manage. --End-- Customizing a t ab name If you have multiple IM Web communicatio n s contact s, customize the t ab name to identify th[...]

  • Page 102

    Web communications 102 NN44400-114 Contact Center Agent Desktop 2 December 2010 Sending a chat message Send a chat message to communicate privat ely with a cust omer in real time over the Internet. Procedure step s Ste p A ct i on 1 In the Chat box, type the text of your commen t s to the customer . 2 Click the Send the Message icon. Y our name or [...]

  • Page 103

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 103 Web communications • Dynamic p ages that are custo mized through the use of cookies can appear differently because you and the custom er each have sep arate cookies. Cookies are never shared by you and the custome r . • Framed pages cannot be pushed completely . Th e URL defining the[...]

  • Page 104

    Web communications 104 NN44400-114 Contact Center Agent Desktop 2 December 2010 The chat session is now transferred to the agent and is no longer displayed on your Agent Desktop. Y our status is set to Ready . --End-- Conferencing a chat session Conference a chat session to another av ailable agent. Y ou can conference on ly one agent into a chat s[...]

  • Page 105

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 105 Web communications 4 Click Close . 5 Repeat step 1 to step 4 to close each additional W eb communications contact. --End-- Sending the chat log in an e-mail message If your Contact Center is license d fo r e-mail, you can send a copy of the completed text chat log by e-mail to the custom[...]

  • Page 106

    Web communications 106 NN44400-114 Contact Center Agent Desktop 2 December 2010[...]

  • Page 107

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 107 Inst ant messaging Use the A vaya Aura™ Agent Deskt op Instant Me ssage (IM) window to communicate with customers over the In te rnet in real time. Y ou can use the Instant Message window to pe rform the following t asks: • Accept an instant message. • Decline an inst ant message. [...]

  • Page 108

    Instant messaging 108 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Using spelling checker in an inst ant message (p age 1 10) • Viewing p ersonnel using Contact s Presence (p age 1 10) • T ransferring an instant message using Cont acts Presence (page 1 1 1 ) • Consulting on an inst ant message us ing Cont acts Presen ce (page [...]

  • Page 109

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 109 Instant mess aging Procedure step s Ste p A ct i on 1 On the work item, click Reject . The conta ct is placed back in the queue. --End-- Sending an inst ant message Send a response to an insta nt message that you accepted from a customer . Procedure step s Ste p A ct i on 1 In the text b[...]

  • Page 110

    Instant messaging 110 NN44400-114 Contact Center Agent Desktop 2 December 2010 Using suggested W eb p ages Use a suggested W eb page to add a commonly used W eb page URL to an instant message. The administrator defines suggested W eb pages using the Contact Center Multimedia Administrat or . Procedure step s Ste p A ct i on 1 In the Conversation wi[...]

  • Page 111

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 111 Instant mess aging A site administrator can configure defa ult Inst ant Experts group s to load automatically af ter you log on to Agent Desktop. The name of the default Instant Expert groups have an underscore in front, for example, _autoload. Other skillset-associated and keyword-assoc[...]

  • Page 112

    Instant messaging 112 NN44400-114 Contact Center Agent Desktop 2 December 2010 Consulting on an inst ant m essage using Contact s Presence Consult on an instant message with another perso n after you confirm that the person is available by us ing Cont acts Presence. Procedure step s Ste p A ct i on 1 On the Agent Desktop, click Contact s Presence .[...]

  • Page 113

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 113 Instant mess aging 6 Click Complete Conference . The new Conversation window closes a nd the original Conversation window reappears. When the new person be gins typing, the par ticipant list above the text displays updated contact inform ation for all participants in the conference. 7 T [...]

  • Page 114

    Instant messaging 114 NN44400-114 Contact Center Agent Desktop 2 December 2010 2 Determine the person with whom you want to co nsult, and confirm that the y are available. 3 Right-click the name of the pe rson and then click Consult . The person you want to consult must click Accept. Th e current instant message text then appears in th e person’ [...]

  • Page 115

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 115 Instant mess aging 1 Click Close . --End--[...]

  • Page 116

    Instant messaging 116 NN44400-114 Contact Center Agent Desktop 2 December 2010[...]

  • Page 117

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 117 Agent S t atistics Avaya Aura™ Agent Desktop displays live skillset relate d statistics. Age nts ca n display assigned skillset st at istics in pie chart or bar chart format. Supervisors can display st atistics for all skillset s. Agent Desktop S tatistics are generated by accessing th[...]

  • Page 118

    Agent Statis tics 118 NN44400-114 Contact Center Agent Desktop 2 December 2010 Prerequisites for Agent S t atistics • Ensure that you have a Cont act Cent er W eb S tatistics (CCWS) license. Attention: Support is not available for microbrowsers, such as those available for Win CE 2.0, WinTV , PDAs, or other port able devices. Navigation • Acces[...]

  • Page 119

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 119 Agent Statistics Procedure step s Ste p A ct i on 1 On the Agent Desktop statistics tab, select Conta ct s . 2 In the Skillset control, select the skillset to see the statistics. A chart is displayed in the char t area showing the st atistics. 3 Y ou can toggle between a pie and bar ch a[...]

  • Page 120

    Agent Statis tics 120 NN44400-114 Contact Center Agent Desktop 2 December 2010 Using the St atistics Ticker The Agent Desktop Action bar cont ains an Agent S tatistics T icker . The Agent S tatistics T i cker displays assigned sk illsets, contact s waiting (in square brackets ), and skillset name on a scrollin g display that loop s every 30 seconds[...]

  • Page 121

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 121 Customer and cont act det ails Use the Multimedia component to crea te, search, view , and edit customer and contact det ails. With Avaya Aura™ Ag ent Desktop, you can perform the following tasks: • Create a customer record. • Search for a customer . • Add or edit customer inform[...]

  • Page 122

    Customer and co ntact details 122 NN44400-114 Contact Center Agent Desktop 2 December 2010 • Opening a contact (p age 128) • Closing contact s (supervisors only) (page 129) Creating a customer record Create a customer record if the multimedia dat abase does not currently have information about a customer . Y ou can type the information directly[...]

  • Page 123

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 123 Custom er and con tact deta ils Searching for a customer Search for a customer to view or edit cust omer det ails or if you want to create or review a customer contact. Y ou can search for a customer based on one or more of the following criteria: •F i r s t n a m e • Last name • P[...]

  • Page 124

    Customer and co ntact details 124 NN44400-114 Contact Center Agent Desktop 2 December 2010 Prerequisites • Ensure that you have no customer records cu rrently open. Procedure step s Ste p A ct i on 1 Click the Det ails ta b of the Cu stomer Det ails pan e. 2 Click Edit to chang e the customer information or Add to add new information to the custo[...]

  • Page 125

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 125 Custom er and con tact deta ils 1 On the Agent Desktop window , click Customer Details . 2 In the Custom Fields section, click the Int rinsics tab. 3 Right-click the required CCT intrinsic. 4 Click Copy . --End-- V iewing the Auto La unch Application Y ou can view the Auto Launch Applica[...]

  • Page 126

    Customer and co ntact details 126 NN44400-114 Contact Center Agent Desktop 2 December 2010 --End-- Searching for a cont act Search for a contact to create or review a customer cont act. Y ou 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, great[...]

  • Page 127

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 127 Custom er and con tact deta ils 5 Click Search. 6 T o sort the search result s by a column, click the co lumn heading of the field by which you want to sort. 7 Double-click the cont act to open. --End-- Printing search result s Y ou can print the search results of either a custome r or c[...]

  • Page 128

    Customer and co ntact details 128 NN44400-114 Contact Center Agent Desktop 2 December 2010 3 View th e contac t de tails on the ri ght pane of the Agent D esktop win dow . --End-- Opening a contact Open a contact to ad d or edit information, to complete an outbound call, or to send a reply to an e-mail message. Y ou can open a contact only if you h[...]

  • Page 129

    NN44400-114 Contact Center Agent Deskt op 2 December 2010 129 Custom er and con tact deta ils Closing cont acts (supervisors only) Supervisors can close cont acts, if they want to remove a single cont act or a group of contact s, by changing the cont act status from Open to Closed. Y ou must enter a reason for closing cont acts. Prerequisites • E[...]

  • Page 130

    Customer and co ntact details 130 NN44400-114 Contact Center Agent Desktop 2 December 2010[...]