Avaya Interaction Center, Interaction Center 6.0 User Manual

Download

Page 1

Avaya™ Interaction Center

Release 6.0 Avaya Agent User’s Guide

DXX-1001-03

Issue 1.0

June 2002

Page 2

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Preventing Toll Fraud

“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at +1 800 643 2353.

Providing Telecommunications Security

Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of your company's telecommunications equipment) by some party.

Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll-facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).

Your Responsibility for Your Company's Telecommunications Security

The final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your:

• Avaya-provided telecommunications systems and their interfaces

• Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products.

Avaya National Customer Care Center

Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121.

Ordering Information

Avaya Publications Center Voice: +1 800 457 1235 International Voice: 410 568 3680 Fax: +1 800 457 1764 International Fax: 410 891 0207 Email: [email protected]

Write: GlobalWare Solutions Attention: Avaya Account Manager 200 Ward Hill Avenue Haverhill, MA 01835 USA

Order: Document No. DXX-1001-03, Issue 1.0, June 2002

To order product documentation online, go to

http://www.avayadocs.com, click on Online Services, and select the appropri-

ate product group.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to the “Limited Use Software License Agreement” or other applicable documentation provided with your package to establish the terms of the limited warranty.

Avaya Web Page

http://www.avaya.com

Trademarks

Avaya, Conversant, CustomerQ, Definity, DefinityOne, Nabnasset, Quintus, and WebQ are registered trademarks or trademarks of Avaya Inc. in the United States or other countries or both.

Portions of Avaya Interaction Center include technology used under license as listed below, and are copyright of the respective companies and/or their licensors:

ActivePerl is a trademark of ActiveState Tool Corp. This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Cognos, Impromptu and Powerplay are registered trademarks of Cognos Incorporated. YACC++ is a registered trademark of Compiler Resources, Inc. APEX, ComponentOne, VideoSoft, True DBGrid, VSVIEW, SizerOne, VS-OCX, VSFlexGrid, VSFORUM, VSREPORTS, VSDOCX, VSSPELL, and TrueDBList are either registered trademarks or trademarks of ComponentOne LLC. CT Connect, Dialogic, Intel, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Hummingbird is a registered trademark of Hummingbird, Ltd. SearchServer is a trademark of Hummingbird, Ltd. RISC System/6000 and DirectTalk/2 are trademarks of International Business Machines Corporation in the United States or other countries or both. IBM, OS/2, AS/400, CICS, WebSphere, CT, VisualAge, and DirectTalk are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Lotus and Lotus Sametime are trademarks or registered trademarks of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both. VisualX is a registered trademark of Intergroup Technologies, Inc. ActiveX, Visio, Internet Explorer, Windows, Windows NT, Windows 2000, Win32s, SQL Server, Visual Basic, Visual C++, Outlook, and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. TimesTen is a registered trademark of TimesTen Performance Software. Oracle is a registered trademark, and Oracle8i and Oracle® SQL/Services are trademarks or registered trademarks of Oracle Corporation. Rogue Wave and .h++ are registered trademarks of Rogue Wave Software Inc. SourcePro is a trademark of Rogue Wave Software, Inc. Siebel is a trademark of Siebel Systems, Inc. BasicScript is a registered trademark of Summit Software Company. Sun, iPlanet, Java, Solaris JRE, J2EE, JavaServer Pages, and all Java-based trademarks are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. SPARC is a registered trademark of SPARC International, Inc. Products bearing SPARC trademarks are based on an architecture developed by Sun Microsystems, Inc. In3D is a trademark of Visual Insights, Inc. InstallShield® is a registered trademark and service mark of InstallShield Software Corporation in the United States and/or other countries. ORBacus is a trademark of IONA Technologies PLC. Formula One is a licensed trademark and Tidestone Technologies, Inc. Visual Components, First Impression, and VisualSpeller are registered trademarks of Tidestone Technologies, Inc. JRun is a trademark of Macromedia, Inc. in the United States and/or other countries. Intervoice is a registered trademark of Intervoice-Brite, Inc. UNIX is a registered trademark of The Open Group in the United States and other countries. Acrobat is a registered trademark of Adobe Systems.

Other product and brand names are trademarks of their respective owners.

Acknowledgment

This document was written by the CRM Information Development group of Avaya

Page 3

BEFORE YOU BEGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

VERVIEW. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Using Avaya Agent with Multiple Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Avaya Agent Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Avaya Agent Status Control Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Task Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Softphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Outbound List Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Avaya™ Outbound Contact Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Contact History Browser and EDU Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Prompter Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Web Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

The Web Agent While Handling Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

The Web Agent While Handling Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

The Web Agent in Supervisor Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

The Web Agent Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

The Web Agent Information Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Web Agent Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

The Web Agent Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

2MANAGING AVAYA AGENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Logging In and Logging Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Logging In to Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Logging In and Out of Media Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Logging Out of Avaya Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

CONTENTS

Page 4

4 Avaya Agent User’s Guide

Contents

Setting Your Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Changing Your Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Manual Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Automatic Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Setting Your Channel Loads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Opening an Application Focus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Viewing Customer and Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Viewing Active Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Viewing Contact History Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Reloading Layouts in the EDU Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Clearing Current Contacts in the EDU Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Reloading EDU Viewer Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Using the Unified Agent Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Looking Up Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Updating UAD Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Using Screen Pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

Wrapping Up Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Using the WrapUp Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Using a WrapUp Prompter Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Avaya Agent Stops Responding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Avaya Agent Stops Responding with Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . 72

3MANAGING INBOUND VOICE CONTACTS . . . . . . . . . . . . . . . . . . . . . . . 73

Using the Phone Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Handling a Basic Voice Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Handling Contacts With Auto Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Handling Contacts Without Auto Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Placing a Voice Contact on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Transferring a Voice Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Using the Softphone Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Refreshing Your Softphone Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Reconnecting to Your Physical Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Initiating a Voice Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Page 5

Issue 1.0 June 2002 5

Contents

Using Softphone with DEFINITY Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Sending Numerical Information with DTMF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Entering Reasons for Becoming Unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Using the Auto-In Work Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Handling Two Voice Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

4MANAGING EMAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Being Alerted to a New Email Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Using the Email Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Icons in the Email Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Text in the Email Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Viewing Email History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Composing a Normal Email Reply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Addressing Emails with the UAD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Using Resources in Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Using Global, Agent, or Email Template Resources in an Email . . . . . . . . . . . . . . . 101

Using Suggested Responses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Sending an Email to an External Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Transferring an Email Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Deferring an Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Saving a Draft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Forwarding an Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Spell Checking Your Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Requesting More Information from Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Responding to an Email Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Resolving an Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Originating an Outbound Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Approving or Rejecting an Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Handling a Rejected Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Using Multiple Languages with Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Wrapping Up and Completing an Email Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Page 6

6 Avaya Agent User’s Guide

Contents

5MANAGING CHAT SESSIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Being Alerted to a New Chat Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Using the Chat Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Handling a Basic Chat Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Sharing Browsers with a Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Technical Issues with Shared Browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Using Auto-Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Pushing a Web Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Helping Your Customer Enter Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Using Resources in a Chat Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Spell Checking Your Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Using the Phone in a Chat Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Handling a Chat & Phone Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Handling a Chat & VoIP Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Transferring a Chat Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Handling a Join Us Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Handling Simultaneous Chat Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Monitoring a Chat Session (Supervisors Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Starting a Lotus Sametime Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Viewing the Customer’s DataWake Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Escalation Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Browse Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Using Multiple Languages in Chat Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Wrapping Up and Completing a Chat Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

6PERFORMING CHAT & EMAIL TASKS. . . . . . . . . . . . . . . . . . . . . . . . . 155

Managing Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Resource Types and Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Creating New Agent Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Creating New Global Resources (Supervisors Only) . . . . . . . . . . . . . . . . . . . . . . . . . 160

Editing Your Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Deleting a Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Page 7

Issue 1.0 June 2002 7

Contents

Viewing Your Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Organizing Your Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Importing Migrated Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Setting Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

User Interface Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Contact Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Email Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Chat Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Other Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Using Web Self-Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Finding Documents in Web Self-Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Submitting Documents to Web Self-Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Viewing, Editing, or Deleting Your Proposed Documents . . . . . . . . . . . . . . . . . . . . 175

Approving or Rejecting Documents (Supervisors Only) . . . . . . . . . . . . . . . . . . . . . . 176

Viewing Your Own DataWake Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

7MANAGING OUTBOUND CONTACT CALLS . . . . . . . . . . . . . . . . . . . . . 179

Using Avaya Agent with Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Getting Started with Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Logging In to Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Making Yourself Available for Outbound Contact Calls . . . . . . . . . . . . . . . . . . . . . . 182

Joining Outbound Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Previewing a Customer’s Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Proceeding Through Agent Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Identifying an Unsuccessful Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Managing the Conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Leaving Outbound Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Logging Out of Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Agent Blending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Releasing You from Outbound Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

“Acquiring” You from Media Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Task Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Performing an Outbound Contact Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Page 8

8 Avaya Agent User’s Guide

Contents

8MANAGING OUTBOUND LISTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Overview of Outbound List Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Making Calls with Outbound Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

9USING AVAYA AGENT WITH SIEBEL . . . . . . . . . . . . . . . . . . . . . . . . . 203

Comparing Avaya IC and Siebel Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Logging In to Siebel Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Logging Out of Siebel Call Center with Pop-Up Menu . . . . . . . . . . . . . . . . . . . . . . . 206

Logging In to Siebel Call Center with Pop-Up Menu . . . . . . . . . . . . . . . . . . . . . . . . 206

Answering Contacts with Siebel Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Handling Screen Pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Updating a Siebel Contact Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Answering a Chat Contact from a New Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Viewing Contact Information with Siebel Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Page 9

BEFORE YOU BEGIN

Typographical Conventions

This guide uses the following font conventions:

Notes, Tips, and Cautions

Note: A note calls attention to important information.

Tip: A tip offers additional how-to advice.

Caution: A caution points out actions that may lead to data loss or other serious problems.

Contacting Technical Support

If you are having trouble using Avaya software, you should:

1 Retry the action. Carefully follow the instructions in written or online documentation.

2 Check the documentation that came with your hardware for maintenance or hardware-related

issues.

Font Type Meaning

code This font signifies commands, information that you enter into the computer, or

information contained in a file on your computer.

italics This font is used to add emphasis to important words and for references to other chapter

names and manual titles.

It also indicates variables in a command string.

jump Blue text in online documents indicates a hypertext jump to related information. To view

the related material, click on the blue text.

Page 10

10 Avaya Agent User’s Guide

3 Note the sequence of events that led to the problem and the exact messages displayed. Have the

Avaya documentation available.

4 If you continue to have a problem, contact Avaya Technical Support by:

Logging in to the Avaya Technical Support Web site http://www.avaya.com/support/qq

Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays):

Toll free in the U.S. only: 1-888-TECH-SPT (1-888-832-4778)

Direct line for international and domestic calls: 512-425-2201

Direct line for faxes: 512-997-4330

Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information.

Product Documentation

Most Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the

Doc directory on the product CD-ROM. This PDF document is

also included on the separate documentation CD-ROM.

Readme File

The Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software.

Electronic Documentation

The electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM.

You can also view the documentation set online at http://www.avayadocs.com.

Page 11

Educational Services

Issue 1.0 June 2002 11

Printed Documentation

You can purchase printed copies of these manuals separately. For details, see “Ordering

Information” on the back of this manual’s title page.

License to Print the Electronic Documentation

Online copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a “Licensee”) is entitled to make this online documentation available on an internal network or “intranet” solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes.

Right-To-Print License Terms

Documents must be printed “as-is” from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked “For internal use only within <Licensee> only.” on the first page or cover (where <Licensee> is the name of Licensee). Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation. The copyrights to all documentation provided by Avaya are owned by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation.

Educational Services

Avaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us:

Through the web at http://www.avaya-learning.com/logon_form.asp

Over the telephone at 800-288-5327 (within the U.S.) +001 303-406-6089 (outside of the U.S.)

Through email at [email protected]

Page 12

12 Avaya Agent User’s Guide

Page 13

CHAPTER 1

OVERVIEW

The Avaya Agent, and its integrated component the Web Agent, are installed on your computer desktop, as part of the Avaya™ Interaction Center (Avaya IC) software suite. The Avaya Agent and Web Agent make it possible for you to interact with your contact center’s customers. You may use one or more of the following media or features of the Avaya Agent and the Web Agent: Telephony, Email Management, Web Management, Outbound List Processing, and Avaya™ Outbound Contact Management.

This chapter briefly describes how the Avaya Agent and the Web Agent display customer contacts to you for these media. Subsequent chapters present instructions on how to use the two software components to handle your customer contacts.

With the Avaya Agent and the Web Agent, you can interact with customers in the following ways:

Speak with customers whose inbound telephone calls are assigned to you (Telephony).

Speak with customers who are called on the telephone by the software (Outbound Contact Management).

Speak with customers whom you call on the telephone (Outbound List Processing).

Reply to customer emails (Email Management).

Chat with customers over the Web. If desired, speak to these customers on the phone while in a chat session with them, or share Internet browsers with them (Web Management).

Note: In this manual, the illustrations show the Avaya Agent framework displayed on the right side and across the bottom of the desktop. The frames, panes, and dialog boxes that you see on your desktop may look different from the illustrations. Contact your system administrator if you need help understanding the setup of Avaya Agent that you see on your desktop.

Page 14

Chapter 1 Overview

14 Avaya Agent User’s Guide

Avaya Agent

The Avaya Agent is the application that enables you to handle incoming and outgoing contacts with customers. The Avaya Agent is displayed as a framework that surrounds the desktop on your computer monitor. You may see one or all of the following components on the Avaya Agent on your desktop:

Media tab, which contains:

Task lists where you receive telephone calls, emails, and chat requests assigned to you

Softphone for speaking with customers who have called (inbound calls)

Outbound Lists tab for manual outbound calling

Outbound Contact tab for automated outbound calling

Contact History Browser for information about previous contacts your customers have had with your company

Prompter tab (located on the Contact History Browser) for scripts telling you what to say to customers

EDU (electronic data unit) Viewer for information about your current contacts

The Web Agent opens within the Avaya Agent framework when you handle emails and chat sessions. For overview information about the Web Agent, see “Web Agent,” on page 24.

You may also work with other Avaya applications, such as CallCenterQ, HRQ, and Siebel Call Center, which open within the Avaya Agent framework. Similarly, other applications that you work with, such as Microsoft Word, may be set to open within the Avaya Agent framework.

Tip: Press Alt+Tab to proceed through these applications while looking at the contact information displayed in the Avaya Agent. You can move the Avaya Agent behind the other applications by clicking to remove the check mark beside Always on Top in the Avaya Agent menu (see “Avaya

Agent Menu,” on page 16).

Page 15

Avaya Agent

Issue 1.0 June 2002 15

The Avaya Agent with CallCenterQ in the desktop and the Email task list in the Media pane may look like this:

CallCenterQ application running in the desktop area

Contact History Browser

Avaya Agent menu button

Status Control bar in Media pane

EDU Viewer

Media tab

Email task list

Phone task list

Chat task list

Page 16

Chapter 1 Overview

16 Avaya Agent User’s Guide

Using Avaya Agent with Multiple Languages

You may be able to communicate with customers in more than one language. The main features of the Avaya Agent and the Web Agent in which you may be able to use more than one language are as follows:

CallCenterQ application

Unified Agent Directory

Chat

Spell checking of email and chat contents

Auto-Sync and Page Push

Global Resources and Agent Resources

Email Templates

Suggested Responses

Web Self-Service database

DataWake

Chat transcripts that are emailed to customers

Avaya Agent Menu

You access the Avaya Agent menu by clicking the Avaya Agent button at the top of the right frame. The Avaya Agent menu includes the options shown in the following illustration and described in the following table:

Page 17

Avaya Agent

Issue 1.0 June 2002 17

Avaya Agent Status Control Bar

When either the Media tab or the Outbound Contact tab of the Avaya Agent is selected, you see a Status Control bar with icons or buttons that display or control your current state and the work you can do.

The Status Control bar displays different icons and buttons, depending on whether the Media tab or the Outbound Contact tab is selected.

Media Tab

When the Media tab is selected, the Status Control bar displays an Agent button and a button (or icon) for each inbound media channel (Voice, Email, and Web Chat). (A button is different from an icon. You can press a button, which has a frame around it, to control your status. An icon does not have a frame around it and you cannot press it.)

The text below the Status Bar displays the following information:

Your login ID

Your channel load in the media channels (the maximum number of customer contacts of each media channel that you can handle at a time)

Menu Item Action

Always on top When this item has a check mark, it ensures that the Avaya Agent always

remains on top of other applications on your desktop. If you want the Avaya Agent to go behind other applications, click this menu item to remove the check mark.

Focuses Lets you select a new Business Application focus to display on your desktop. A

focus is a window containing information that you use to complete a particular job. For example, CallCenterQ is a focus containing information you use when you respond to a request from a customer. It includes Request, Fulfillment, Order Entry, Locator, Task, Returns, Customer, and Prompter information.

Help Displays the Avaya Agent online help.

About Avaya Agent Displays information about this Avaya Agent application release.

Minimize Minimizes the Avaya Agent. To restore the Avaya Agent, click the Avaya Agent

icon on the Windows task bar.

Exit Closes Avaya Agent, the Web Agent, and all open Avaya focuses.

Page 18

Chapter 1 Overview

18 Avaya Agent User’s Guide

In the example below, Agent01 is currently available for Voice, Email, and Chat. This agent can handle up to one voice contact, one email contact, and three chat contacts at the same time.

Outbound Contact Tab

Click the Outbound Contact tab to see a Status Control bar with buttons related to outbound jobs.

The Status Control bar buttons indicate whether you are available to handle outbound calls and identify the activities that you can complete during the call. The buttons guide you through the process of handling calls to customers that Outbound Contact Management initiates.

For more information on agent states, see “Changing Your Agent State,” on page 46. For more information on channel loads, see “Setting Your Channel Loads,” on page 49.

Task Lists

Depending on your company and your responsibilities, you may see any or all of the following task lists in the Media pane of your Avaya Agent:

“Using the Phone Task List,” on page 73

“Using the Email Task List,” on page 88

“Using the Chat Task List,” on page 123

When incoming contacts are assigned to you, they are displayed in the appropriate task list. The task list also displays relevant information, such as the time the contact was assigned to you and the state of the contact. Some of the information is indicated by the icons that represent the contacts.

Tip: If you select a contact and hold your mouse over it for a moment, you will see a “tool tip” with some of the same information about the contact. This tool tip may be easier to read than the information within the task list and it may contain additional information.

Agent button

Channel loads

vaya

gent

button

Page 19

Avaya Agent

Issue 1.0 June 2002 19

To begin responding to an incoming contact, you must select the contact in the task list and double-click.

Softphone

Softphone makes it possible for you to perform standard telephone operations using your computer instead of a physical telephone. Your Softphone interface is in the Media pane of Avaya Agent. This interface contains the Phone task list and the telephony buttons that you use to manage your incoming and outgoing voice contacts.

The out-of-the-box Softphone interface in the Media pane is shown in the following illustration. Your Softphone may resemble the following illustration, or it may have a different set of buttons.

With the telephony buttons, you can perform various Softphone functions. These buttons can include:

Answer

Hang Up

Hold

Reconnect

Ready

Busy

Directory

Telephony buttons may be available or unavailable to you, depending on the current state of the active voice contact and on your agent state. For example, the Hold and Hang Up buttons are available only if the active voice contact is in an InCall state. If it is not in an InCall state, the Hang Up button is disabled (greyed out), and the Hold button is either disabled or replaced by the Reconnect button.

Hang up voice contact and enter WrapUp state

Phone task list with information about current voice contacts

Put voice contact on hold

Display Unified Agent Directory (UAD)

Page 20

Chapter 1 Overview

20 Avaya Agent User’s Guide

By clicking the Directory button, you can access the Unified Agent Directory (UAD). From the UAD, you can do such things as transfer a voice, email, or chat contact; set up a conference call; initiate a telephone call to a colleague; look up agent information; address an email to a colleague.

For information about the UAD, see “Using the Unified Agent Directory,” on page 56. For information about using the Softphone, see “Handling a Basic Voice Contact,” on page 75.

Outbound List Processing

The Outbound List Processing component is available through the Outbound Lists tab, which is beside the Media tab. Outbound List Processing gives you access to customer lists that you use with customer contact campaigns, such as outbound calling campaigns to notify customers about upcoming sales and marketing events.

Your system administrator creates the outbound lists in CallCenterQ, which then passes the lists to the Outbound Lists pane. Each outbound list contains a group of customers that are related in some way, such as customers located in the same area, or customers who have purchased the same product. The lists provide you with information like the following, which you can use during your interaction with the customer:

Campaign name

Marketing event

List name

Customer information

Page 21

Avaya Agent

Issue 1.0 June 2002 21

The out-of-the-box Outbound List Processing component is in the Outbound Lists pane of Avaya Agent. When you click the Outbound Lists tab, the default Outbound Lists tab looks like this: For information about using the Outbound List Processing component, see Chapter 8, “Managing

Outbound Lists”.

Avaya™ Outbound Contact Management

Avaya™ Outbound Contact Management (Outbound Contact) automates outbound calling activities. The software runs outbound jobs that dial customer telephone numbers and display customer information for you. A job is a list of customers to be called. When you join a job, you manage automated outbound calls. With Outbound Contact, you can spend more time helping customers and less time trying to call them.

Page 22

Chapter 1 Overview

22 Avaya Agent User’s Guide

The Outbound Contact Management component is available through the Outbound Contact tab. The Outbound Contact tab display looks like this:

Outbound Contact Management enables and disables Status Control Bar buttons to guide you through the tasks as you handle calls. The coffee cup icon identifies your current agent state and indicates whether you are available to speak with customer. Your agent state can be one of the following three positions:

Off Break (Available) – The coffee cup toolbar button is raised, indicating that you are available to handle outbound calls and speak with customers.

On Break (Unavailable) – The coffee cup toolbar button is depressed, indicating that you are unavailable to handle outbound calls or speak with customers.

Disabled – The coffee cup toolbar button is greyed out, indicating that you have not joined a job.

The Outbound Contact tab displays the following information:

Customer information in the CallCenterQ

Other contacts with this customer in the Contact History Browser

Agent script on the Prompter tab

Page 23

Avaya Agent

Issue 1.0 June 2002 23

For more information about using Outbound Contact Management, see Chapter 7, “Managing

Outbound Contact Calls”. For information about setting your agent state, see “Changing Your Agent State,” on page 46.

Contact History Browser and EDU Viewer

You use the Contact History Browser and the EDU (electronic data unit) Viewer to locate information about the contacts in your task lists. Each tab in the Contact History Browser contains the history of a current contact in your task lists. Each tab in the EDU Viewer contains information about a different current contact in your task lists. The EDU Viewer identifies each contact by the EDU assigned to the contact by the Business Application.

The bottom frame of the Avaya Agent also contains buttons that you use to access the following:

Contact History Filter – Filters the records in the Contact History Browser to access only the historical information you need for the current customer contact.

Active Contact Viewer – Displays information about an active email contact from the same customer that was assigned to another agent.

Prompter Scripts

Your system administrator develops Prompter scripts to assist you while you handle contacts. Each script is designed to provide a consistent method for you and other agents to communicate with customers. It ensures that you obtain information from customers and give them other information, as your company requires. Prompter scripts may contain statements for you to say to customers. They may also contain radio buttons and text fields you use to indicate a customer’s answers, and a selection of reasons that explain the customer’s question and how you handled the contact.

You may use Prompter scripts to do the following:

Collect information about customers

Provide answers and information to customers

Enter wrap-up information about a contact with a customer

Contact a customer for a marketing or sales campaign

Each answer that a customer gives determines the next step in a Prompter script. For example, if a customer calls with a problem about a product they purchased from your company, the script is different for a customer who has a valid product warranty than for a customer who does not.

A Prompter script may be displayed automatically at certain times, for example when you answer a customer contact or when you press the Next Call button in the Outbound Lists pane.

Page 24

Chapter 1 Overview

24 Avaya Agent User’s Guide

As shown in the following example from a Prompter wrap-up script, Prompter scripts are displayed in the Prompter pane. In the out-of-the-box Avaya Agent, the Prompter pane is displayed in the frame that runs across the bottom of your desktop.

Web Agent

The Web Agent is the component of Avaya IC that makes it possible for you to interact with customers using Email Management or Web Management. With Web Management, you conduct a chat session with customers. While in a chat session, you can use the following features:

Text Chat (exchanging typed messages with your customer in real-time)

Voice Chat (talking to your customer, using either Chat & Phone or Chat & VoIP)

Shared Browsing (viewing the same Web pages with your customer, using the Auto-Sync, Page Push, and Collaborative Form Filling features)

Customers send an email or initiate a chat session by clicking an appropriate button on your company’s Web site. According to your availability for email or chat, some of these emails and chat requests are assigned to you as email contacts or chat contacts. When you double-click a contact in your Email task list or your Chat task list, the Web Agent is displayed. The Web Agent is where you compose your email responses and conduct your chat sessions.

When you log in to Avaya Agent, you log in to the Web Agent automatically. The Web Agent is minimized when you log in and appears as an icon in the Windows task bar, as shown in the following illustration.

You can click the Web Agent icon to restore the Web Agent to its normal size at any time. The Web Agent also opens whenever you click an email contact or a chat contact in the task lists in Avaya Agent.

Page 25

Web Agent

Issue 1.0 June 2002 25

Avaya Agent with the Web Agent and an active chat contact in the desktop looks like this:

The appearance of the Web Agent changes, according to what you are doing. This section explains the features of the Web Agent window while you are handling email or chat contacts. The section contains the following topics:

The Web Agent While Handling Email

The Web Agent While Handling Chat

The Web Agent in Supervisor Mode

The Web Agent Status Bar

The Web Agent Information Bar

Web Age n t M en us

The Web Agent Toolbars

Contact History Browser and Prompter

EDU Viewer

Web Agent

Softphone

Email task list

Chat task list

and Phone task list

Page 26

Chapter 1 Overview

26 Avaya Agent User’s Guide

The Web Agent While Handling Email

If you are enabled for email, you will use the Web Agent together with the Avaya Agent to handle email contacts from customers. You will use two email views in the Web Agent:

Email Preview – This is a read-only view of the customer’s email. If you click the Reply, Reply to All, or Forward buttons in the email toolbar, the view changes to the Email Compose mode.

Email Compose – This is where you write a reply to an email, forward an email you have received, or originate an email.

You can switch between the two views by clicking the Preview tab or the Compose tab. If you are handling multiple emails simultaneously, each email will have its own Compose tab for your reply.

The following illustration shows an email reply that an agent is composing in the Web Agent.

The features of the Web Agent window that are common to the Preview and Compose views are as follows:

Menu Bar – The names of three menus containing commands: Contact, Resources, and Tools. Click the name of a menu to open it and display the commands.

Main Toolbar – Buttons below the menu bar for quick access to frequently used commands. The toolbar remains the same, whether you are currently in Email mode or a Chat mode. See

“The Main Toolbar,” on page 34.

Resource Toolbar and Filters – Buttons for resource-related commands and a Filter menu for displaying only the type of resources you want to see. See “Resource Toolbar,” on page 39.

Message Composition area

Information Bar

Tabs for active email

Status Bar

Main toolbar

Resource toolbar

and filters

Resource area

Email Compose toolbar

and menu

UAD buttons

Resource preview scroll box

Page 27

Web Agent

Issue 1.0 June 2002 27

Resource Area – Frame of window that contains resources, previously prepared text responses, emails, and URLs (Internet addresses), which you can send to customers. It may contain folders for each of the following: Agent Resources, Global Resources, Email Templates, and Suggested Responses.

Resource Preview Scroll Box – When you select a resource from a folder and then click the Preview Contents check box, a scroll box displays the contents of the resource.

Information Bar – An area that displays important information about the current email. If you switch to a chat contact, it displays information about your active chat. See “The Web Agent

Information Bar,” on page 32.

Status Bar – Icons that indicate certain aspects of your current Web Agent status. See “The Web

Agent Status Bar,” on page 30.

The following areas are displayed only in Email Preview mode:

Company Logo – Area that displays a logo that represents a company. If your contact center supports different companies or tenants, the logo may change, according to the Web site from which the customer sent the active email.

Email Preview Toolbar – Toolbar with buttons that let you perform various actions to the email, such as reply to, forward, defer, resolve, or transfer the email, or view previous emails this customer sent to the contact center. See “Email Toolbars,” on page 35.

Customer Email Header Area – Information about the customer’s email, consisting of the email address of the customer, any other addresses to which the email was sent, the date and time the email was sent, and the subject that the customer entered for the email. UAD buttons display the Unified Agent Directory to let you find and add addresses of people in your company. For detailed technical information on how the email was routed, click the Headers button.

Customer Message Area – Box where you can read the customer’s email. You cannot edit the text in the message in Email Preview mode.

The following areas are displayed only in Email Compose mode:

Email Compose Toolbar – The Email Compose toolbar contains buttons that let you perform various actions to the email, such as reply to, forward, defer, resolve, or transfer the email, or view previous emails this customer sent to the contact center. See “Email Toolbars,” on

page 35.

Drop-down Menu and Send Button – The menu lets you choose whether this is a normal reply, a message to an external agent, or a request to the customer for additional information. (An external agent is a person outside the company who has been designated as a subject matter expert who can help customers when agents request their assistance.) The Send button sends the email that is currently in the Message Composition area to the addresses in the header fields.

Outbound Email Header Area – Tab that displays information about the email you are composing, with the addresses to which the email will be sent and the subject of the message.

Attachments Area – Tab that lets you attach files to the email and displays information about any files you have attached.

Page 28

Chapter 1 Overview

28 Avaya Agent User’s Guide

Message Composition Area – Area where you compose an email. It may contain the message that you are replying to in addition to the message that you compose.

The Web Agent While Handling Chat

The following illustration shows the Web Agent window during a chat session.

The features of the Web Agent window in Chat mode are as follows:

Menus – The names of menus that contain commands. Click the name of a menu to open it and display the commands.

Main Toolbar – Buttons below the menu bar for quick access to frequently used commands for email or chat. See “The Main Toolbar,” on page 34.

Resource Toolbar and Filters – Buttons for resource-related commands and a Filter menu for displaying only the type of resources you want to see. See “Resource Toolbar,” on page 39.

Resource Area – Pane that contains resources, which are previously prepared text responses, emails, and URLs (Internet addresses) that you can send to customers. The resource area may contain folders for each of the following: Agent Resources, Global Resources, Email Templates, and Suggested Responses.

Resource Preview Scroll Box (not shown) – When you select a resource from a folder and then click the Preview Contents check box, a scroll box displays the contents of the resource.

Company

Resource

Text Entry area

Main Toolbar

Menu Bar

Send bar

Status Bar

Transcript area

Customer

Question

logo

Area

Resource Toolbar

Information bar

Resource filters

Page 29

Web Agent

Issue 1.0 June 2002 29

Chat Toolbars – The main chat toolbar contains buttons for controlling the current chat session. Additional toolbars are added when you conduct a Chat & Phone or a Chat & VoIP session. See

“Chat Toolbars,” on page 37.

Send Bar – Buttons for sending a URL that opens in your customer’s browser and for sending the text you entered in the Text Entry area to your customer.

Information Bar – An area that displays important information about your active chat session. If you switch to an email contact, it displays information about your active email. See “The

Web Agent Information Bar,” on page 32.

Customer Question – Area that displays the original question typed by the customer on the Web site. This area also displays other information about the customer and the site from which the customer requested the chat. This information can also help you identify guest users (people who log on to the company Web site without a user account).

Transcript Area – Area that displays the chat conversation that has occurred so far between you and the customer.

Text Entry – Area where you enter text or URLs to send to the customer.

Status Bar – Icons that indicate certain aspects of your current Web Agent status.

Page 30

Chapter 1 Overview

30 Avaya Agent User’s Guide

The Web Agent in Supervisor Mode

If you are a supervisor, you can click the Supervisor Mode button whenever you want to monitor a chat session. The Web Agent displays a Supervisor Mode panel, as shown in the following illustration, showing all the chat sessions that agents in your workgroup are currently conducting.

When you select the session you want to monitor, the Transcript and Text Entry areas display the chat session. See “Monitoring a Chat Session (Supervisors Only),” on page 147 for more information.

The Web Agent Status Bar

The bottom of the Web Agent, as shown in the above illustration, contains a Status Bar with icons that show aspects of your current Web Agent status. The Status Bar remains the same, whether you are currently in Email mode or Chat mode.

Current chat sessions

Agent

Workgroup

Customer

Your workgroup

Your login ID and status

Your current chat contact load

Connection to Email Server

Your supervisor’s login ID and status

Your current email contact load

Connection to WebACD Server

Page 31

Web Agent

Issue 1.0 June 2002 31

The following table describes the icons on the Web Agent Status Bar, from left to right.

Icon Description

WebACD Connection status

Shows the status of your connection to the WebACD Server (Web Automatic Call Distribution Server) with the following colors:

Red – Your Web Agent is not connected to the WebACD server.

Orange – Your Web Agent is in the process of connecting to the WebACD server.

Green – Your Web Agent is connected to the WebACD server.

Email Server Connection status

Shows the status of your connection to the Email Server, which handles your email contacts. The colors are the same as for the WebACD Server.

Supervisor status

If you are an agent, shows your supervisor’s login ID and indicates whether the supervisor is currently online. The supervisor icon has a stripe on the shirt so you can distinguish it from your own icon. The shirt color indicates your supervisor’s login status, as follows:

Grey – Your supervisor is not online.

Red with yellow stripe – Your supervisor is online.

If you are a supervisor, the Status Bar does not have a Supervisor icon.

Workgroup

The name of the workgroup to which you belong. The icon does not change color.

Agent status

Displays your login ID and login status with the following shirt colors:

Grey – You are not logged in to the Web Agent.

Red/Yellow – You are logged in and available to take at least one contact.

Chat status

Shows your availability for chat and, if you are available, your chat channel load (the maximum number of chat customers you can currently handle at the same time). Zero means that you are currently unavailable to help chat customers. The icon does not change color.

Email status

Shows your availability for email and, if you are available, your email channel load (the maximum number of email customers you can currently handle at the same time). Zero means that you are currently unavailable to receive email contacts. The icon does not change color.

Page 32

Chapter 1 Overview

32 Avaya Agent User’s Guide

The Web Agent Information Bar

The Web Agent has an Information Bar to call your attention to important information, whether you are in an email contact or a chat contact. The Information Bar may display messages like the following:

“New inbound email from a customer.”

“New chat request from customer.”

“This email will be sent to customer.”

“Response rejected during quality assurance.”

“Transfer request successful.”

Web Agent Menus

The Web Agent has three menus, available from the menu bar at the top of the window: Contact, Resources, and Tools. Many of the menu options perform the same action as buttons in the toolbars.

Tip: You can use shortcut keys to access menus and their options quickly. To open a menu, press the Alt key and then the letter that is underscored in the menu name (Alt-T opens the Contact menu, Alt-R opens the Resources menu, and Alt-O opens the Tools menu). When the menu opens, you can use the shortcut key beside the option you want to select.

The menus are as follows:

Contact menu – This menu displays commands related to chat and email contacts. The Print command prints whatever is displayed in the current window. When you have an active chat contact, you can use the Auto-Sync, Join Us, and Lotus Sametime (if installed) commands. See

Chapter 5, “Managing Chat Sessions” for information on these features. You can use the Spell

Check option at any time to check an email or a chat. You can use options to transfer, wrap, and complete a contact.

Resources menu – A set of commands related to resources (pre-written text, URLs, and emails) that you can send to customers. With one set of options, you can create, delete, save, and view your own Agent resources. With the Expand All and Collapse All options, you can determine whether you view all resource folders or only the main folder (or folders). With the Filter option, you can limit the display to the types of resources you want to see. Note that a Resources toolbar above the Resource area has some additional commands related to resources.

Page 33

Web Agent

Issue 1.0 June 2002 33

Tools menu – A set of commands that help you do your work. The Agent Home command opens your Internet browser to Web pages designed for agents. The commands in the middle section of the menu are all related to the Web sites that customers visit. One command takes you to the current customer’s DataWake

record, which lists the URLs the customer has visited since they opened their browser. One command opens your browser to the customer Web Self-Service site where you can submit a document to be included on the database of frequently asked questions (FAQ). Another command lets you search the FAQ database for information. The Preferences command displays the preferences dialog box where you can customize the look of the Web Agent and set various options related to chat and email.

The Web Agent Toolbars

The Web Agent has several toolbars containing buttons that you can click to perform commands. The main toolbar is always present near the top of the Web Agent. The other toolbars depend on your current customer interaction. There are toolbars for the following:

Email Toolbars

Chat Toolbars

Voice Chat Toolbars

Resource Toolbar

Tip: Any time you do not remember what a button does, hold your cursor over the button for a moment. The Web Agent displays either the name or a description of the button, as shown in the following illustration. It also shows the keyboard shortcut that you can use to perform that command, such as pressing the Control key, the Alt key, and then the letter “c” to switch to Chat Management.

Page 34

Chapter 1 Overview

34 Avaya Agent User’s Guide

The Main Toolbar

You use the main toolbar in the Web Agent for both Email Management (email) and Web Management (chat). The buttons in the main toolbar let you quickly access frequently used commands that are also available in the menus. The buttons in the main toolbar, from left to right, are as follows:

Button Action

Chat Mode

Switches the Web Agent to the Chat mode. If a chat contact is selected in the Chat task list, the current chat session is displayed. If you are currently handling more than one chat session, you can switch from one session to another by changing the chat contact that is selected in the Chat task list.

Chat & Phone Mode

Switches the Web Agent to the Chat & Phone mode. This makes it possible for you to speak with a customer over the telephone while the customer remains in the chat session with you.

Chat & VoIP Mode

Switches the Web Agent to the Chat & VoIP Mode. This makes it possible for you to speak with your customer through a connection between your telephone and the customer’s Internet connection. While you speak with each other, you and your customer remain in the chat session together.

Email Mode

Switches the Web Agent to the Email Mode. If an email contact is selected in the Email task list, the current email is displayed. The email may be displayed in Email Preview mode or Email Compose mode, depending on your latest view of this email. If you are currently handling more than one email, you can switch from one email to another by changing the email contact that is selected in the Email task list.

Supervisor Mode

(Supervisors only. If you are not a supervisor, the button is disabled.) In this mode, a panel displays icons for the chat sessions that agents in your workgroup are currently conducting.

Agent Home Page

Opens your Internet browser and displays the Agent Home page, where you can search for documents to the frequently asked questions (FAQs) on the Web Self-Service pages or submit your own documents to these pages. Your documents will be reviewed by an administrator and may be accepted or rejected.

Page 35

Web Agent

Issue 1.0 June 2002 35

Email Toolbars

The email toolbar has a different set of buttons, depending on whether you are looking at the customer’s email (in Email Preview mode) or composing an email reply (in Email Compose mode).

Email Toolbar in Preview Mode

When you click an email contact in your Email task list, the Web Agent displays the customer’s email in Email Preview mode, as indicated by the tab above the email. This is a read-only view of the email. Above the tab is the Email Preview toolbar. The buttons in this toolbar, from left to right, are as follows:

Button Action

Prints a paper copy of the text that is currently displayed in the Information Bar, the Header fields, and the Message Composition Area.

Displays the Email Compose mode of the Web Agent window. The default window in Email Compose mode is a Normal Reply, which addresses your reply to the sender of the email, and no one else. You can change this to Send to External Agent or Request Additional Information to compose those special types of email.

Reply to All

Displays the Email Compose mode of the Web Agent window and addresses your reply to the sender of the email and to all the people listed in the Cc (Copy) or Bcc (Blind Copy) fields of the message you are replying to.

Forward

Forwards a copy of this email to the people whose addresses you enter in the To, Cc, and Bcc fields. See

“Forwarding an Email,” on page 107 for information.

Resolve

Lets you apply a status to the email. For example, you may use a status of Dismiss if a customer sends you a “thank you” and all the customer’s questions have been

answered. See

“Resolving an Email,” on page 112 for information.

Email History

Displays a dialog box with information about a specific email or information about any previous emails sent from the current customer’s email address. You can also see copies of the emails. See “Viewing Email History,” on page 91 for more information.

Page 36

Chapter 1 Overview

36 Avaya Agent User’s Guide

Email Toolbar in Compose Mode

When you are viewing an incoming email in Email Preview mode and you click Reply or Reply to All, the Web Agent displays the email in Email Compose mode, as indicated by the tab above the email. This is where you compose your reply to the customer. Above the tab is the Email Compose toolbar. The buttons in this toolbar, from left to right, are as follows:

Transfer

Displays the Unified Agent Directory (UAD) so you can transfer this email contact. You can transfer it to a queue and let Avaya IC route the email to the first available agent in that queue. You may also be able to transfer it to a particular agent, supervisor, or external agent. For information, see “Transferring an Email Contact,” on page 105.

Defer

Puts the current email message on hold, giving you a chance to research the customer’s question or problem. The message you have composed is saved as a draft. For more information, see “Deferring an Email,” on page 106.

Wrap

Puts you in WrapUp state. While in WrapUp state, you cannot receive another email contact to replace this contact. You may be asked to fill out information about this email contact while you are in WrapUp state. For more information, see “Wrapping

Up and Completing an Email Contact,” on page 120.

Complete

Closes this email contact and removes it from the Email task list. For more information, see “Wrapping Up and Completing an Email Contact,” on page 120.

Button Action

Prints a paper copy of the text that is currently displayed in the Information Bar, the Header fields, and the Message Composition Area.

Save Draft

Saves a draft of the current email reply that you are composing. Note: Immediately after you save a draft, if you want to leave the email for a period of time and come back to it, use the Defer button.

Cancel

Cancels and deletes the email reply that you are composing.

Button Action

Page 37

Web Agent

Issue 1.0 June 2002 37

Chat Toolbars

When you are engaged in a chat session, the main chat toolbar is located on the right side of the Web Agent above the chat transcript area. This toolbar contains buttons you use to control the chat session. The buttons in the toolbar, from left to right, are as follows:

Attach

Displays a dialog box where you can locate a file and attach it to the current email reply.

Spell Check

Displays a dialog box that helps you check the spelling of the current email reply, interactively. Note: You can set a preference to have this spelling dialog box come up automatically after you click Send. See “Setting Preferences,” on page 165.

Email History

Button Action

Prints a paper copy of the text that is currently displayed in the Information Bar, the Transcript area, and the Text Entry area.

Start Auto-Sync

(You see this button when Auto-Sync is off.) Starts an Auto-Sync session so that your customer’s browser will display the same Web pages as your browser as you navigate through Web pages. See “Using Auto-Sync,” on page 129 for more information.

Stop Auto-Sync (You see this button when Auto-Sync is on.) Stops an Auto-Sync session.

Join-Us

Starts a Join Us session in which friends of your customer can join the chat session. See

“Handling a Join Us Conference,” on page 144 for more information.

Button Action

Page 38

Chapter 1 Overview

38 Avaya Agent User’s Guide

Voice Chat Toolbars

When you are in a chat session, you can handle two types of “Voice Chat”:

Chat & Phone – You and your chat customer speak to each other over the telephone.

Chat & VoIP – You speak to your chat customer over your telephone while your customer speaks to you over the Internet.

When you click the Chat & Phone button or the Chat & VoIP button to use those features, the chat toolbar displays a toolbar for those features. The Chat & VoIP toolbar is shown in the above illustration.

Sametime

Starts a Lotus Sametime session with your current chat customer. You can only use Sametime if it is installed and configured on your desktop. See “Setting Preferences,” on

page 165.

Spell Check

Displays a dialog box that helps you check the spelling of text that you have typed in the Text Entry area before you send it. Note: You can set a preference to have this spelling dialog box come up automatically after you click Say. See “Starting a Lotus Sametime Session,” on page 149.

Transfer

Displays the Unified Agent Directory (UAD) so you can transfer this chat contact. You can transfer it to a queue and let Avaya IC route the chat to the first available agent in that queue. You may also be able to transfer it to a particular agent, supervisor, or external agent. For information, see “Transferring a Chat Contact,” on page 142.

Wrap

Puts you in WrapUp state. While in WrapUp state, you cannot receive another chat contact to replace this contact. You may be asked to fill out information about this chat contact while you are in WrapUp state. For more information, see “Wrapping Up and

Completing a Chat Contact,” on page 153.

Complete

(This button is only available after you have wrapped up the contact.) Closes this chat contact and removes it from the Chat task list. For more information, see “Wrapping Up

and Completing a Chat Contact,” on page 153.

Button Action

Page 39

Web Agent

Issue 1.0 June 2002 39

Resource Toolbar

Resources in the Web Agent are previously prepared text, emails, and URLs (Internet addresses) that you can send to customers whenever the information is needed. This saves you the time and the tedium that it would take to type the same information repeatedly. The Resources toolbar sits above the Resource area on the left side of the Web Agent. The buttons in this toolbar, from left to right, are as follows:

Button Action

Save

Saves the resources that you have created or modified.

Collapse All

Hides all resource folders under the single folder that contains them.

Expand All

Shows all resource folders and all their contents (subfolders and the resources themselves).

View

When you select a resource and then this button, the Resource dialog box opens to display the contents of the resource. You cannot modify the resource when you select this option.

Edit

When you select a resource and then this button, the Resource dialog box opens and lets you modify the contents of the resource if you want.

Delete

When you select a resource and then this button, the resource is deleted.

Page 40

Chapter 1 Overview

40 Avaya Agent User’s Guide

Page 41

CHAPTER 2

MANAGING AVAYA AGENT

This chapter provides you with step-by-step instructions for tasks that you do in Avaya Agent. These tasks apply to the three media channels (Voice, Email, and Chat).

The tasks include:

Logging In and Logging Out

Setting Your Availability

Opening an Application Focus

Viewing Customer and Contact Information

Reloading Layouts in the EDU Viewer

Using the Unified Agent Directory

Using Screen Pops

Wrapping Up Contacts

The chapter concludes with a Troubleshooting section with information about what to do if the Avaya Agent software stops responding.

Note: Depending on how your system administrator defined Avaya Agent for your company, some of the Avaya Agent components discussed in this chapter may not be available to you.

Logging In and Logging Out

You must log in to Avaya Agent for every work session and log out to end the session. You must use a login ID and password to log in. You may need to choose a new password within certain periods of time, such as every 30 days.

Page 42

Chapter 2 Managing Avaya Agent

42 Avaya Agent User’s Guide

Your Avaya Agent and Avaya™ Business Applications may use “free seating.” With free seating, your personal settings and preferences are attached to your login ID and password. Therefore, you can log in to different workstations at your contact center, and Avaya Agent and your Avaya Business Applications will open with your personal settings and preferences.

Caution: With free seating, you should only log in to one workstation at a time. If you want to change from one workstation to another, be sure to log out of the first workstation before you log in to the second one.

Note: For information about your login ID and password, see your administrator.

When you log in to Avaya Agent, you also log in automatically to your other Avaya applications, such as an Avaya Business Application and Web Agent. Within Avaya Agent, you also log in to either Avaya™ Outbound Contact Management (Outbound Contact) or the media channels (Voice, Email, and Web Chat).

Logging In to Avaya Agent

To log in to Avaya Agent:

1 Double-click the Avaya Agent icon on your desktop.

If your desktop does not have an Avaya Agent icon, click Start > Programs > Avaya Interaction Center 6.0 > <name of the Business Application, such as CallCenterQ, CustomerQ, or HRQ>. Your login dialog box may look like this:

This area displays any status messages generated when you log in.

Page 43

Logging In and Logging Out

Issue 1.0 June 2002 43

2 In the Avaya Agent Login tab, enter your login ID and your password in the appropriate text

box.

Tip: The IC Data Source field has been set for you. You can ignore this field unless system administrators indicate that you should change it.

Note: You may be required to change your password.

Avaya Agent automatically adds your login ID and password to the appropriate text boxes in the other tabs to log you in to the other channels.

3 If your system includes Softphone, you may need to complete the additional fields in the

Softphone tab. These fields may include the following:

4 Click OK.

If your login ID and password are valid, Avaya Agent is displayed on your desktop. Status messages show the progress of your login.

Note: To use Outbound Contact, you must log in to Avaya Agent at the workstation that has the Phone Type assigned to your login ID. Contact your administrator if you cannot log in to Outbound Contact.

5 Check your Avaya Agent Status Bar, located at the top right of your screen, to confirm that you

do not have all zeros for your channel loads. Your channel loads are the number of contacts in a media channel (Voice, Email, or Chat) that you can handle at the same time.

Note: If your channel loads across all available channels are set to zero, contact your system administrator to make sure that the servers are running. If the servers are running, re-set your channel load (see “Setting Your Channel Loads,” on page 49).

Field Name Field Description

Agent ID Logs you on to the telephone switch and makes sure that all voice contacts

assigned to your Agent ID are sent to your telephone.

Agent Password Confirms your identity to the Automatic Call Distributor (ACD) telephone system.

Station ID Identifies the station or equipment number of your telephone.

Page 44

Chapter 2 Managing Avaya Agent

44 Avaya Agent User’s Guide

Logging In and Out of Media Channels

When you log in to Avaya Agent, you log in to all the media channels (Voice, Email, or Chat) for which you are enabled. However, you can also log in and out of individual media channels if you want to limit your contacts to one or two channels at a particular time. For example, you may want to log in to the voice channel and log out of email and chat channels. Then you will receive new voice contacts only.

The login and logout options in the Avaya Agent pop-up menu change, depending on your current state in a media channel. For example, if you are logged in to the Email media channel, you see the Email Logout option in the menu, not the Email Login option.

Tip: If you are logged in to either email or chat, you can see the following Web Agent icon displayed in the task bar. You can double-click this icon at any time to bring up the Web Agent.

Note: When you log in to Outbound Contact, you cannot log in to the channels on the Media tab. For more information, see “Logging In to Outbound Contact,” on page 181 and “Logging Out of

Outbound Contact,” on page 194.

To log in or out of a media channel:

1 Right-click any blank area of Avaya Agent to display the pop-up menu, shown in the following

illustration.

Note: If you are logged in to a channel, the menu option for that channel says “Login.” If you are logged out of the channel, the menu option says “Logout.”

2 From the pop-up menu, click one of the following:

Email - Login (or Logout) – Lets you log in to (or log out of) the email channel and respond to email contacts.

Softphone - Login (or Logout) – Lets you log in to (or log out of) the voice (telephony) channel and respond to voice contacts.

Click the appropriate menu option to log in or out of a media channel

Page 45

Setting Your Availability

Issue 1.0 June 2002 45

Web - Login (or Logout) – Lets you log in to (or log out of) the chat channel and respond to chat contacts.

Note: Only log out of a media channel if instructed to do so by your administrator or if you will be handling automated outbound calls using Outbound Contact.

3 In the Avaya Agent Login dialog box, enter your login ID, password, and any other information

required for the media channel.

4 Click OK.

Logging Out of Avaya Agent

When you log out of Avaya Agent, you automatically log out of all your Avaya applications also. You may need to enter the reason that you are logging out of Avaya Agent.

To log out of Avaya Agent:

1 Click the Avaya Agent button at the top of the Avaya Agent.

2 Select Exit from the Avaya Agent menu.

3 If a Logout dialog box is displayed, select a reason. Then click OK.

Setting Your Availability

At any point in time, you are either available or unavailable to handle contacts in the media channels. If you are available, contacts are assigned to you by the system.

You can set two basic types of availability:

Your channel loads – The maximum number of contacts you can handle in a media channel at any one time. For example, if you have a channel load of 3 emails, you could have a maximum of three emails assigned to you at one time.

Your agent state – Whether you are available at a particular moment to handle contacts. Agent states are Available, Aux-work (Busy), and Init. aux-work (Transition between Available and Aux-work). Your agent state may apply to all media channels or to a single media channel.

You control your channel loads and your agent state through the Avaya Agent media frame, shown below

Right-click a channel button (voice, email, or chat) to

Maximum channel loads

change a channel load.

Page 46

Chapter 2 Managing Avaya Agent

46 Avaya Agent User’s Guide

Changing Your Agent State

You can make yourself available or unavailable to receive voice, email, or chat contacts or to make outbound calls. Your current state of availability to handle contacts is called your agent state.

The Agent button in the Status Control bar indicates your current agent state. If you are in automatic mode, when you click the Agent button, you set your agent state for all channels simultaneously. See “Changing State Across All Media Channels,” on page 47 for more information.

If your administrator has given you permission to enter manual mode, you can also change your agent state for single channels individually. This would allow you to click media channel buttons to make yourself Available for one channel (Voice, for example), while you are in Aux-work (Busy) for other channels (Email and Web Chat, for example). See “Changing State in a Single

Media Channel,” on page 47 for more information.

The three agent states are shown in the following table:

For information on making yourself available for outbound calling through Outbound Contact, see

“Joining Outbound Jobs,” on page 182.

Agent State Agent Button Description

Available You are available to accept new contacts. In manual mode, some

media channels may be unavailable, as shown by an X on the buttons.

Aux-work (Busy) You are busy and are unavailable to accept contacts. In

automatic mode, you are unavailable in all media channels so the Agent button and all media channels have

an X. In manual

mode, the Agent button and any unavailable media channels have

an X.

Click to enter Aux-work when you go to lunch, handle Outbound Contact calls, research a customer’s problem, or do any activity where you cannot handle a contact. Wrapping up a contact is not

considered Aux-work.

Init. aux-work (Transition)

You are in a transition state between Available and Aux-work. For example, you have attempted to log out with one or more contacts that need to be wrapped up. In both automatic and manual modes, the Agent button has a grey X when you are in this state. At your contact center, you may need to enter the reason for entering Aux-work and wrap up all active contacts on your desktop.

Page 47

Setting Your Availability

Issue 1.0 June 2002 47

Changing State Across All Media Channels

Your mode of operation determines how much control you have over your agent state. Depending on how Avaya Agent is configured, you may work in either of the following modes of operation:

Manual mode

Automatic mode

In automatic mode, the Agent button is the only one you can click. Click the Agent button until the icon changes to the desired agent state. The other media channels change to the same state.

The Status Control bar for an agent in automatic mode set to Aux-work (Busy) in all media channels looks like this:

Changing State in a Single Media Channel

To change your agent state for one media channel (manual mode only):

Click the media channel button on the Status Control bar until the button changes to the desired agent state:

Available – The button does not have a yellow X.

Aux-work (Busy) – The button has a yellow X.

Init. aux-work (Transition) – The button has a grey X as your state changes between Available and Aux-work.

Right-click the media channel button in the Status Control bar. Then click the pop-up menu option to change your agent state for that media channel.

The pop-up menu options change according to your agent state for each media channel.

Click one of these menu options to change your agent state for that media channel

Page 48

Chapter 2 Managing Avaya Agent

48 Avaya Agent User’s Guide

Manual Mode

If your administrator has given you permission to use manual mode, you can set your agent state and channel loads manually. This means that you can reduce your channel loads if you want. In manual mode, you can also change each of the Voice, Email, and Web Chat channels individually from Available to Busy, and from Busy to Available. In other words, you can be Busy in one channel while Available in other channels.

You must select a check box to enter manual mode. When you are in manual mode, the Status Control bar contains channel buttons that you can click. The following illustration shows the Status Control bar in manual mode:

In manual mode, you can do the following things:

Set your agent state across all media channels

Set your agent state for only one media channel

Set your channel load

To enter manual mode:

1 Right-click in the Avaya Agent Status Control bar.

2 Click Options in the menu to open the Channel Load dialog box.

3 In the Channel Load dialog box, select the Manual Mode check box.

4 Click Apply.

Note: If you cannot access the Manual Mode check box, your administrator has set your channel load. Contact your administrator for further assistance.

Automatic Mode

In automatic mode, when you click the Agent button, you can only change your agent state across all media channels at the same time. You cannot change your agent state for a single channel. Therefore, you are always in the same agent state in all media channels.

When you are in automatic mode, the Status Control bar on the Media tab has only button—the Agent button. The Voice, Email, and Web channels are icons that you cannot click.

Page 49

Setting Your Availability

Issue 1.0 June 2002 49

Setting Your Channel Loads

For each type of contact that you handle, you have a channel load, which is the number of contacts in that media channel that you are enabled to handle at one time. You may be able to adjust your channel loads, but they can never be higher than channel ceilings that your administrator set for you. (The channel ceiling is the absolute maximum number that you can ever handle at one time.)

For example, if your administrator has set up your account so that the channel ceiling for chat contacts is three, you may be able to set your chat channel load to three, two, one, or even zero. But with a ceiling of three, you can never handle four chat contacts.

To be able to adjust your channel loads, your user account must be set up for permission to work in manual mode. If you can select the Manual Mode check box in the Channel Load dialog box, that means that you have permission to adjust your channel load.

To set your channel loads:

1 Right-click a media channel button in the Avaya Agent Status Control bar.

2 Click Options from the pop-up menu.

The Channel load dialog box is displayed.

3 Select the Manual Mode check box if it is not already selected.

Note: If you cannot select the Manual Mode check box, you cannot adjust your channel load. Contact your administrator for further assistance.

Page 50

Chapter 2 Managing Avaya Agent

50 Avaya Agent User’s Guide

4 Enter the maximum number of contacts you want to be able to handle in the text box next to the

appropriate channels. Click the up arrow to increase the number or the down arrow to decrease the number.

If the number stops changing when you click the arrow, you have reached the ceiling that your administrator set for you. For example, you may not be able to set more than 1 or 2 chats.

If any field is disabled, you are not set up to handle sessions in that channel.

5 Click Apply.

The Avaya Agent Status Control bar shows the channel loads that you entered, which is the maximum number of contacts that you can handle for each channel. The following illustration of the Avaya Agent Status Control bar shows that the agent can handle a maximum of 1 voice contact, 1 email contact, and 1 chat contact.

The Web Agent Status Control bar shows your current contact loads for chat and email, as set by the program rules. The routing servers can reduce this number at any time according to program rules that consider the number and type of contacts you are handling, the number of contacts currently in the system, and so on. Therefore, the numbers can change while you are in your current login session. Your current contact loads as shown in the Web Agent may be less than the channel loads shown in the Avaya Agent. The following illustration of Web Agent Status Control bar icons indicate a current contact load of 0 emails and 1 chat session. At the current time, this agent cannot receive any email contacts, but later he may be able to receive one again.

Opening an Application Focus

You can open a new Avaya Business Application focus from the Avaya Agent menu. (A focus is a window containing information that enables you to complete a particular job.) The first time you open a focus, it is maximized to use all available desktop space. If you resize the focus and save the settings (from the application’s Focus menu), the focus automatically opens in the size that you specified whenever you open the focus.

Whenever you open Avaya Agent, your initial focus remains minimized on your task bar until Avaya Agent is running. Then the focus opens in the desktop.

If you open a new focus, it opens on top of any open focuses in your desktop. For example, if the Avaya Agent focus is open in CallCenterQ and then you open the Customer focus, the Customer focus opens on top of the Avaya Agent focus.

Page 51

Viewing Customer and Contact Information

Issue 1.0 June 2002 51

To open a new Avaya Business Application focus:

1 Click the Avaya Agent button.

2 In the Avaya Agent menu, click Focuses.

3 From the Focuses submenu, click the desired application focus.

Viewing Customer and Contact Information

When a contact arrives in the Avaya™ Interaction Center (Avaya IC) contact center, an electronic data unit (EDU) is created for that contact. The application then forwards the contact to an available agent, using the rules that have been set up by your system administrator.

The Avaya Agent on your desktop displays information about the currently active contacts that have been assigned to you. The task lists in the Media pane display the basic information about each contact. The Contact pane that is displayed near the bottom of the Avaya Agent contains three areas where you can access more detailed information:

The EDU Viewer displays detailed information about the active contact, including the creation date and time.

The Contact History Browser provides information about previous contacts with the same customer.

The Active History Browser becomes available only when another agent is currently handling an email contact with the same customer. The Active History Browser provides information about the other active email contact or contacts.

To view the information in the Contact pane, click a contact in the task list to bring it into focus.

Contact History Filter

Active Contact ViewerContact History Browser

EDU Viewer

Page 52

Chapter 2 Managing Avaya Agent

52 Avaya Agent User’s Guide

Viewing Active Contact Information

You can use the EDU Viewer for most information about your active contacts. You may need to check the Active Email Viewer to see all active email contacts.

Using the EDU Viewer Information

When you select a contact in a task list, the EDU Viewer brings the tab containing information about the active contact to the front.

Using the Active Contact Viewer

Another agent may have deferred an email contact from a customer that you are handling by voice, email, or chat. The agent who has deferred the email plans to reply to the customer at a later time. The deferred email remains in the other agent’s Email task list. Deferred emails are not displayed in the Contact History Browser because they have not been completed.

You can see information about the deferred email contacts in the Active Contact Viewer. For each active email contact from that customer in another agent’s Email task list, the Active Contact Viewer di s p l a y s :

The date and time when the email contact was created

Whether there are any attachments

The contents of the “To” field

How many times the email contact has been forwarded

The sender’s email address

The subject line

If the customer has several active email contacts in the system, information about each contact is displayed in a separate tab.

To view information about a deferred email contact:

1 Double-click the new email contact to open it in your desktop and view information about that

contact in the EDU Viewer.

2 Click the Active Contact Viewer button, which is located between the two boxes in the Contact

pane.

Note: If the button is disabled, there is no other active email contact from the customer in the contact center.

If any deferred email contacts from this customer exist, the Active Contact Viewer dialog box opens and displays information about them.

Page 53

Viewing Customer and Contact Information

Issue 1.0 June 2002 53

Viewing Contact History Information

The Contact History Browser contains information about completed contacts that your current customer has had with the contact center. Contacts that have not yet been wrapped up are not listed.

The Contact History Browser contains a tab for each of your current contacts. Each tab contains the history of that contact, that is, the previous contacts the customer has had with the contact center. Avaya Agent automatically brings the tab for the active contact to the front of the Contact History Browser. To view information about another contact, click the appropriate tab. To view more details of a previous contact, double-click the email or chat contact in the Contact History Browser.

Note: Current information about an active customer contact does not appear in the Contact History Browser until you have wrapped up that contact.

The information you see depends on the type of contact:

Voice contact – Provides only the information shown in the Contact History Browser.

Email contact – When you double-click, displays the History dialog box, which contains two tabs:

Tracking Number History tab, which provides a more detailed description of each contact

Customer History tab, which provides a detailed customer history

Chat contact – When you double-click, displays your Internet browser and displays a transcript of the previous chat session.

Filtering Contact History Information

If the current customer has a large number of contacts in the Contact History Browser, you can use the Contact History Filter to filter records before they are displayed. For example, if you click Email in the Media Type filter and enter May 1, 2002 and May 31, 2002 in the Time filter, the Contact History Browser displays only email contacts received from a customer in the month of May.

You can filter and display records by:

Media type

Date and time the contacts were received

Last x contacts made by a customer (for example, the last five contacts)

Page 54

Chapter 2 Managing Avaya Agent

54 Avaya Agent User’s Guide

To filter contacts in the Contact History Browser:

1 Click the Contact History Filter button. This is the top button between the two boxes of the

Contact pane.

The Contact History Filter dialog box is displayed.

2 Select the Enable Filter check box for the desired filter or filters.

3 Complete the required fields for the selected filter or filters, as follows:

Media Type Filter – Select Phone, Email, or Web from the Media Name list.

If you want to view contacts of all media types, do not click this filter.

Time Filter – Click a start date and an end date in the drop-down lists.

Last N Contacts Filter – Enter a numerical value for the last number of contacts you want to view (for example, enter 10 to view the customer’s last ten contacts).

4 Click Set.

Clearing Contact History Filters

To clear all contact history filters:

1 Click the Contact History Filter button.

2 In the Contact History Filter dialog box, click Reset.

Page 55

Reloading Layouts in the EDU Viewer

Issue 1.0 June 2002 55

Reloading Layouts in the EDU Viewer

In addition to displaying details of your current contacts in your task lists, the EDU Viewer contains the instructions that the software uses to display them. (The instructions are not visible to you.)

If your administrator instructs you to clear all current contacts from the EDU Viewer or to reload updated layouts, you use options in a pop-up menu to do these tasks, as described in the following sections.

Clearing Current Contacts in the EDU Viewer

You use the EDUViewer - Reset command to clear all tabs of the EDU Viewer.

Note: Only use the EDUViewer - Reset command if your administrator instructs you to do so.

To clear your current contacts:

1 Right-click in an empty part of the Avaya Agent.

2 Click EDUViewer - Reset from the menu.

3 Click OK.

Reloading EDU Viewer Layouts

You use the EDUViewer - Reload Layouts command to reload the EDU Viewer formats onto your desktop after your administrator has changed them.

Note: Only use this command if your administrator instructs you to do so.

To reload the EDU Viewer formats:

1 Right-click an empty part of the Avaya Agent.

Page 56

Chapter 2 Managing Avaya Agent

56 Avaya Agent User’s Guide

2 Click EDUViewer - Reload Layouts from the menu.

The revised templates are loaded onto your system.

3 Click OK.

Using the Unified Agent Directory

The Unified Agent Directory (UAD) is a directory full of information about resources in your contact center. Depending on the set-up at your company, the UAD may contain information about the following:

Queues, which are groups of agents with certain similar skills or knowledge that are used for routing contacts

Agents, including:

Administrators

Supervisors

External agents, who are people, usually outside of your company, who possess special knowledge or skills

Agents with particular skills, such as speaking other languages or knowing a particular operating system

“Devices” that handle customers automatically, such as IVRs (Interactive Voice Response Units)

The UAD offers several methods of looking up information, such as using the Find dialog box to do a search for specific types of agents and saving your search as a new tab on the UAD. It is a good idea to become familiar with these methods. See “Looking Up Information,” on page 58.

Page 57

Using the Unified Agent Directory

Issue 1.0 June 2002 57

You can use the UAD in various ways, depending on how it is set up at your contact center and what you want to do. An agent is using the UAD in the following illustration to initiate a voice contact:

You can use the UAD for the following purposes:

“Looking Up Information,” on page 58

“Initiating a Voice Contact,” on page 81

“Transferring a Voice Contact,” on page 77

“Transferring a Chat Contact,” on page 142

“Sending an Email to an External Agent,” on page 103

“Transferring an Email Contact,” on page 105

“Originating an Outbound Email,” on page 113

Task description

Selected item

Text field for name, address, telephone number

Command buttons for various operations, depending on media and task you are performing

Tenant

Tabs

Workgroup

Agent

Site menu

Menu of current contacts

Page 58

Chapter 2 Managing Avaya Agent

58 Avaya Agent User’s Guide

Looking Up Information

Whether or not you are currently handling contacts, you can use the UAD to look up information about resources at your company. You may be able to find contact information, such as email addresses and phone numbers, of other agents, supervisors, external agents, or agents with particular skills.

This section explains how to look up information in the UAD, under the following topics:

“Looking Up Queues with the Queues Tab,” on page 58

“Looking Up Agents with the Agents Tab,” on page 59

“Looking Up Agents with the Find Option,” on page 62

“Filtering Data Displayed in Tabs,” on page 60

“Updating UAD Information,” on page 66

To display the UAD, click the Directory button on the Avaya Agent. Your UAD may have the following tabs:

Queues tab – The UAD always has a Queues tab. When this tab is selected, the UAD displays queues. For example, there may be a Hardware Sales queue, a Software Sales queue, a Hardware Support queue, and a Software Support queue, each containing agents who handle a particular type of customer.

Agents tab – The UAD on your desktop may or may not have an Agents tab. If the tab is present, it contains lists with many items of information about the Avaya IC users in your contact center.

Contact list tabs for individual workgroups – Your contact center may have set up contact list tabs in the UAD. Each contact list tab contains information about agents in a specific workgroup. For each agent, the contact list shows the agent’s login name, display name, and primary email address.

Looking Up Queues with the Queues Tab

The Avaya IC software routes incoming customer contacts to various queues. A queue is a group of agents with similar skills and knowledge assigned to handle specific types of customer contacts. For example, there may be a Hardware Sales queue, a Hardware Support queue, a Software Sales queue, and a Software Support queue, each containing agents who handle a particular type of customer.

The Queues tab of the UAD lists the queues that administrators at your contact center have set up in the database and marked for inclusion in the UAD (marked as “addressable”). Queues include agents enabled to handle a single media type (Voice, Email, or Chat) or the combination of Voice and Chat.

You use the Queues tab when you want to transfer a voice contact or email contact to a queue. The transfer will be assigned to the first available agent in that queue. (Chat is the exception. You cannot transfer a chat contact to a queue.) For information, see “Transferring an Email Contact,”

on page 105 or “Transferring a Voice Contact,” on page 77.

Page 59

Using the Unified Agent Directory

Issue 1.0 June 2002 59

By default, the Queues tab displays only the queues that handle the same media channels that you are currently handling. If you want to change what is displayed in the Queues tab, see “Filtering

Data Displayed in Tabs,” on page 60.

Looking Up Agents with the Agents Tab

If your UAD has an Agents tab, you can use it to look up information about people who work for the contact center. Typically, you will find the following types of information about each person who is listed in the Agents tab: General agent information (such as last name, first name, login ID)

Telephone numbers (such as primary, secondary, mobile, pager, and fax)

Email addresses (such as internal and personal)

If your UAD does not have an Agents tab, use the instructions in “Looking Up Agents with the

Find Option,” on page 62.

To look up agent information in the Agents tab of the UAD:

1 Click the Directory button in the Avaya Agent Media pane.

The UAD is displayed.

Your Unified Agent Directory may look like this when you open it.

Page 60

Chapter 2 Managing Avaya Agent

60 Avaya Agent User’s Guide

2 Click the Agents tab (or the tab of a workgroup, if you have one you want to use).

The tenant and workgroups that you belong to, and the agents within these groups, are displayed in a tree structure in the left side of the window. A house icon represents tenants and an icon of a folder beside an agent represents workgroups.

Note: A tenant may be a company, a location (such as New York or Boston), or a workgroup (such as Sales or Support).

3 If the person you are looking for does not belong to this tenant or these workgroups, make an

appropriate selection from the Site drop-down menu. If you are not certain which of these tenants and workgroups the person belongs to, select All Sites.

4 Navigate through the tree structure on the left. Click on the plus button (+) beside any tenant or

workgroup to display its contents. Use the scroll bars as necessary to see more information.

A red icon of a person represents an agent. There may be two side-by-side icons for an agent. Agents who have logged in have an agent state, and the first icon indicates that agent state, as follows:

Agent head with check mark = Available

Agent head with a yellow X = Aux-work (Busy)

Shaded out agent head = Logged-out

5 When you find the name of a person you want information about, right-click the name and click

Properties.

The Properties dialog box is displayed for this person.

6 Click the appropriate tab in the Properties dialog box to find the desired information about this

person.

Tip: If you leave the UAD open for awhile, the information may not be current. You can rightclick a workgroup and select Update to update the information in that workgroup. For more information, see “Updating UAD Information,” on page 66.

Filtering Data Displayed in Tabs

You can use the Filter dialog box to modify what you see in the Queues tab and the Agents tab of the UAD, as follows:

Queues tab – You can filter queues displayed in the Queues tab by media type only. By default, the Queues tab displays only the queues that handle the media that you are currently handling. For example, if you are currently handling a voice contact, you only see queues of agents who handle Telephony. If you are currently handling both Voice and Chat, you only see queues for those two media. If you change your active contact from one media type to another while displaying the UAD, the queues that you see change to that media type as well.

Agents tabs – You can filter agents displayed in the Agents tab by the media type that they handle, their current agent state, and their agent type.

Page 61

Using the Unified Agent Directory

Issue 1.0 June 2002 61

To filter queue or agent information:

1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD).

2 Click View > Filter.

The Filter dialog box is displayed.

Note: If you do not see a Filter item in the UAD View menu, or if the Filter item is not enabled, your contact center does not use this feature.

3 If you want to modify the display of the Queues tab, take the following steps:

a In the Media Type frame of the dialog box, select or de-select the types of media whose

queues you want to be displayed.

b In the Agent Type frame, select Specific Agents and then Device.

Note: This is the only selection that applies to the Queues tab. Any other selections in this dialog box are ignored when you select Device.

c Click Apply.

4 If you want to modify the display of the Agents tab, do the following:

a Click the Media Type check boxes as desired. Agents who handle the media types that are

checked will be displayed in the Agents tab.

Page 62

Chapter 2 Managing Avaya Agent

62 Avaya Agent User’s Guide

b If you want to narrow your search to display only external agents or supervisors, select

Specific Agents and then select either of those check boxes, or both check boxes.

Note: The Devices selection is related to the display of the Queues tab, not the Agents tab. External agents are people, usually outside of your company, who have possess special knowledge or skills. They have been appointed as external agents to assist agents with customer questions and problems.

c If you want to include only those agents who are currently Available, Busy (in Aux-work),

or Logged Out, select those agent states.

5 Click Apply.

The tabs are updated according to your selections.

Looking Up Agents with the Find Option

The Find option offers another method of looking up information about agents at your contact center. With this dialog box, you can search for agents in the following ways:

Media type (Voice, Email, or Chat)

Agent type (External, Supervisor, or Device)

Current agent state (Available, Busy, or Logged Out)

Skills (such as knowledge of a language or an operating system) and skill proficiencies

Personal information (First Name, Last Name, and so on)

The Find option finds three pieces of information about each agent: login ID, display name, and media types that are enabled.

You can save the results of each search as a tab that is added to the main UAD dialog box. The tab lists all the agents found in the search but provides only their login ID. This can help you find an agent for a specific need when you need one, such as an agent who is proficient in a specific language. For example, if you occasionally receive voice contacts from people who speak German, you could create a German tab for all available agents who speak German proficiently and who handle Voice. Then when you need to transfer a call to a German speaker, you can find one in your tab.

Note that the agent state is not updated in the tabs you create. An agent who was available when you created the tab may not be available when you use it later. See “Updating UAD Information,”

on page 66.

Page 63

Using the Unified Agent Directory

Issue 1.0 June 2002 63

To look up agent information with the Find option:

1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD).

2 Click View > Find.

The Specify Search Criteria dialog box is displayed.

Note: If you do not see a Find item in the UAD View menu, or if the Find item is not enabled, your contact center does not use this feature.

3 From the Site menu, select the location that you want to include in the search.

Tip: You can use any of the three tabs (Agents, Skills, or General) in the Specify Search Criteria dialog box to select the criteria that will be used to search for the person you are looking for. The tabs are cumulative, that is, the search will only find agents that meet the criteria you select in all the tabs when you click the Find Now button.

Note: Go the appropriate step below about the tabs you want to use. Skip the steps about tabs you do not want to use.

4 Agents tab – Select all the criteria that you want to include in the Agents tab, as follows:

a In the Media Type section, select the media that agents you are looking for are enabled to

handle.

b In the Agent Type section, select External or Supervisor if you want to find only external

agents or supervisors. Select Device only if you want to find or non-human resource like an IVR queue.

Search Results Number will appear here. Change to a name for new tab.

Page 64

Chapter 2 Managing Avaya Agent

64 Avaya Agent User’s Guide

c If you want to include agents who are currently Available, Busy (in Aux-work), or Logged

Out, select those agent states.

5 Skills tab – If you want to search for agents with certain skills, such as agents who speak

certain languages or agents who support a certain operating system, click the Skills tab and do the following:

a If necessary, navigate through the folders.

b When you find the skill you want, double-click to select it.

The selected skill moves to the right side of the dialog box.

c Select a Range (> for greater than; = for equal to, or < for less than) and a Proficiency rating

(Expert, High, Low, or Medium) to indicate the level of proficiency you desire, by clicking in the appropriate columns to bring up a menu and making your selections.

6 General tab – If you want to find a specific person, click the General tab and enter any

information that you know about the person in the appropriate text box.

Note: The information is case-sensitive. If a person’s name is Bob, your search will not find him if you type

bob instead of Bob.

Search status

Proficiencies

Page 65

Using the Unified Agent Directory

Issue 1.0 June 2002 65

7 Click Search Now whenever you have entered all the desired search criteria.

When the search is complete, the dialog box expands to display your search results.

Tip: You can always see the status of your searches by looking at the Search Status near the top of the dialog box.

8 Look at the results of the search at the bottom of the dialog box. If you think that the results will

be useful another time, create a tab with this data, as follows:

a In the text box at the right side of the dialog box, where “Search #X” is displayed, select the

text and type over it to create a name for the new tab.

b Click Save Results.

A tab is added to the main screen of the UAD displaying the information found in the previous search.

9 If you did not get exactly the results you wanted, change any of your selections in the Specify

Search Criteria dialog box as desired. Then click the Find Now button again.

Caution: Use the New Search button only if you want to clear the previous search criteria and begin again.

Search status

Save name

Results

Search criteria

Page 66

Chapter 2 Managing Avaya Agent

66 Avaya Agent User’s Guide

Deleting Search Results Tabs

If you saved information you found in the Find option, new tabs were created in the UAD with the results. You can delete any tabs that were created this way.

To remove search results tabs from the UAD:

1 Select the tab that you want to delete.

2 Click View > Delete tab.

The tab is deleted.

Updating UAD Information

The information in the UAD changes over time. New queues or agents may be added, existing queues or agents may be removed, and information about agents may change. Agent state data changes frequently as agents log in and become available or unavailable for contacts.

If there is a delay between the time you first open the UAD and the time that you are ready to use it, the information may not be current. If you have left the UAD open for awhile, you should “refresh” it to get the most up-to-date information.

If your contact center is large, it may take a moment to refresh all the data. If you only need information about agents’ current availability, you may prefer to update agent state data only.

Refreshing the Entire UAD

To update all data displayed in the UAD:

1 Click View > Refresh.

The UAD brings in all the latest information.

Updating Agent State Only

To update agent state data in members of a group:

1 Right-click the name of a workgroup in the box on the left side of the UAD.

2 Select Update State from the pop-up menu.

The latest agent state information for members of this workgroup is displayed.

3 Repeat with other workgroups, as desired.

Page 67

Using Screen Pops

Issue 1.0 June 2002 67

Using Screen Pops

If your contact center has set them up, you may see screen pops, like the one in the following illustration, when new incoming contacts arrive in your task lists. If you click Yes in a screen pop, the new contact becomes active. If you are using a Business Application, such as CallCenterQ, information about that contact is automatically imported into your Business Application.

If you are already responding to a contact when the new contact arrives, and you click No in the screen pop, Avaya Agent does not display a second screen pop because the new screen pop might interrupt your current contact. You can manually display a screen pop for the second contact through the pop-up menu in the Avaya Agent Media pane.

Note: Depending on how your administrator configured your system, you may not see screen pops.

To perform a manual screen pop for an incoming contact:

1 Click the new contact to make it active.

2 Right-click in any open area of the Avaya Agent.

3 Click Screen Pop in the pop-up menu.

Avaya Agent opens the focus window (for example, the CallCenterQ Agent focus) with customer information about the incoming contact.

Wrapping Up Contacts

After you complete an incoming voice, email, or chat contact or an Outbound Contact call, your contact center may require you to wrap up the contact or call by entering information in a WrapUp dialog box or a Prompter script. The information you enter is added to the contact information in the database to assist the next agent who handles a contact from that customer. Because each contact center handles wrap-up information differently, your system administrator determines the following:

Whether you are automatically placed in the WrapUp state after completing a contact

Whether you enter information in a dialog box or click buttons in a script to enter customer and contact information

Whether you must record wrap-up information for every contact

Page 68

Chapter 2 Managing Avaya Agent

68 Avaya Agent User’s Guide

Using the WrapUp Dialog Box

Most contact centers document the reason and outcome of customer contacts through the use of one or more of the following wrap-up fields:

Category

Reason

Outcome

3 Click the right-arrow button to add this item to the Selections list.

4 Click OK.

To close the WrapUp dialog box without adding information, click the Cancel button.

Note: If your Avaya Agent is configured for more than one type of information, you may need to choose from all available lists before you can add the entries to the Selections list.

To de-select an item and remove it from the Selection list:

1 Click the item in the Selection list.

2 Click the left-arrow button.

3 Click OK.

Using a WrapUp Prompter Script

If your system is configured for a WrapUp Prompter script, the script is displayed in the Prompter pane when you wrap up a contact.

The WrapUp Prompter script contains a series of questions about contacts specifically designed by your company. You proceed through the script by clicking radio buttons, selecting check boxes, or typing text in fields to provide information about the contact. Generally, the answers to the script questions require you to select reason, category, and outcome information, similar to the information fields in the WrapUp dialog box (see “Using the WrapUp Dialog Box,” on page 68).

Note: Because WrapUp Prompter scripts are designed by your company, the script you follow may look and function differently from the example presented below.

Page 70

Chapter 2 Managing Avaya Agent

70 Avaya Agent User’s Guide

To wrap up a contact using the WrapUp Prompter script:

1 Click the HangUp button to complete the voice contact.

You automatically enter the WrapUp state, and the WrapUp Prompter script opens in the Prompter tab of the Contact pane.

2 If necessary, click the Prompter tab to bring it to the foreground of the Contact pane.

Follow the script, selecting or entering the appropriate information. The following illustration shows a Prompter script. Your script may not resemble this example.

Page 71

Troubleshooting

Issue 1.0 June 2002 71

Troubleshooting

On occasion, Avaya Agent may fail to work properly. Follow the set of instructions that applies to your situation to return your Avaya Agent to normal

Avaya Agent Stops Responding

Occasionally, you may have trouble with the display of the Avaya Agent. You may not be able to use the software as you usually do. You can restore the Avaya Agent to its normal condition by ending certain processes that your computer’s operating system uses to support the Avaya Agent.

You must have administrative privileges to do the following procedure. Contact your administrator if you do not have these privileges or if you need assistance with the following procedure. If you cannot get an administrator’s assistance, shut down your machine and restart it.

To restore the Avaya Agent to its normal condition:

1 Exit from the Avaya Agent if you can.

Note: If you cannot exit from the Avaya Agent, open the Windows Task Manager and end the application task.

2 Open the Windows Task Manager.

3 In turn, end the qui, vtel, and mshta processes.

4 Log in to the Avaya Agent.

5 If the Avaya Agent is too large, take the following steps:

a Hold your cursor over the Windows task bar until you see an arrow with two ends, one

pointing up and one pointing down.

b Click your mouse and drag the cursor upwards, until the task bar becomes larger.

c Repeat Step a.

d Click your mouse and drag the cursor downwards, until the task bar returns to its original

size.

The Avaya Agent should operate correctly and it should be the normal size again.

Page 72

Chapter 2 Managing Avaya Agent

72 Avaya Agent User’s Guide

Avaya Agent Stops Responding with Outbound Contact

If the Avaya Agent suddenly stops working or suddenly exits while you are making calls with Outbound Contact, take the following steps.

To restore Avaya Agent and return to your Outbound Contact jobs:

1 Exit from Avaya Agent if it is running and if you exit.

Note: If you cannot exit from the Avaya Agent, open the Windows Task Manager and end the application task.

2 Log in to Avaya Agent.

3 If you get an error message when trying to log back in, wait a moment and then try again.

4 Change your agent state for the incoming media channels.

5 Select and join jobs, as you did before.

Page 73

CHAPTER 3

MANAGING INBOUND VOICE CONTACTS

This chapter provides step-by-step instructions on using Avaya™ Computer Telephony for IC to manage your inbound telephone (voice) contacts.

When customers make telephone calls that come in to the contact center, their calls are routed by the Avaya™ Interaction Center (Avaya IC) software to agents who are available to handle voice contacts. Voice contacts that are routed to you are displayed in your Phone task list.

This chapter includes the following topics:

Using the Phone Task List

Handling a Basic Voice Contact

Initiating a Voice Contact

Using Softphone with DEFINITY Switches

Using the Phone Task List

When your contact center application forwards a voice contact to your desktop, the contact is displayed in the Phone task list, which is located in the Softphone interface, as shown in the following illustration:

The status of the new contact in the task list is Ringing.

Page 74

Chapter 3 Managing Inbound Voice Contacts

74 Avaya Agent User’s Guide

The Phone task list displays information about all voice contacts you are currently handling. Each entry in your Phone task list corresponds to a different voice contact. The information about each contact that is displayed in your Phone task list depends on the telephone switch used by your contact center. The Phone task list can display the following information about each contact:

Caller’s Number – Telephone number of the contact to whom you are speaking.

Call ID – Number that identifies the contact to the software.

Call State – State of the contact (such as Ringing, Ready, Busy, OnHold, InCall, WrapUp)

Note: The terms used to describe telephone states vary among contact centers and telephony equipment. For example, Ready may be known as Available. Busy may be known as Auxiliary Work or Idle. The WrapUp state may be known as After Call Work.

Time-in-call – The period of time that you have been on the call with the customer in minutes and seconds.

Tip: If you select a contact and hold your mouse over it for a moment, you will see a “tooltip” with some of the same information about the contact. This tooltip may be easier to read than the information within the task list and it may contain additional information.

You double-click a contact in the Phone task list to answer a call (unless you are using Auto Answer, which answers the call for you). Then you begin talking. The contact becomes highlighted in the task list. A closed angle bracket (<) shows that this is the active voice contact.

You use the buttons in Softphone to control the active voice contact. All Softphone buttons affect the active contact. For example, if you click the HangUp button, the system hangs up the active voice contact, but any other contacts in your Phone task list remain.

If you receive a second voice contact while you are still handling your first voice contact, you can select the second voice contact by clicking it one time. This allows you to see information about the second contact in the EDU Viewer or Contact History Browser while you are still engaged with your first contact.

If you double-click the second voice contact, it becomes the active contact, while the first contact is put on hold. You should tell your first customer that you will put them on hold before you double-click a second voice contact.

If you move your cursor away from the Phone task list, the current voice contact is no longer highlighted. Even when it is not highlighted, you can tell which contact is the active contact by the angle bracket.

If you see “CTI - Server Failure” in the Phone task list, contact your administrator.

Page 75

Handling a Basic Voice Contact

Issue 1.0 June 2002 75

Handling a Basic Voice Contact

This section explains how to handle a basic incoming voice contact, under the following topics:

Handling Contacts With Auto Answer

Handling Contacts Without Auto Answer

Placing a Voice Contact on Hold

Transferring a Voice Contact

Handling Contacts With Auto Answer

If you have Auto Answer turned on, Softphone automatically answers an incoming voice contact and makes that your active contact. Softphone does the following:

Answers the voice contact.

Makes it the active contact.

Highlights the contact in the list and adds an open angle bracket (>) to help you identify this as the active contact.

Changes the contact’s status in the Phone task list to InCall.

Opens the CallCenterQ Agent focus and displays the customer’s information.

To answer a new Softphone contact with Auto Answer turned on:

1 Begin speaking with the customer.

2 When you have finished the call, click the HangUp button in Softphone.

Handling Contacts Without Auto Answer

If you do not have Auto Answer turned on, follow this procedure.

To answer a new Softphone contact:

1 Double-click the new voice contact in the Phone task list.

2 Begin speaking with the customer.

3 When you have finished the call, click the HangUp button in Softphone.

Note: If you see “CTI - Server Failure” in the Phone task list, contact your administrator.

Page 76

Chapter 3 Managing Inbound Voice Contacts

76 Avaya Agent User’s Guide

Placing a Voice Contact on Hold

You can place a voice contact on hold while you look up information, answer another contact, or transfer the voice contact to another agent. The contact’s status in the Phone task list changes to On Hold, as shown in the following illustration:

A button in Softphone changes its label between Hold and Reconnect. When you click the Hold button, the label changes to Reconnect. When you click the Reconnect button, the label changes to Hold.

Note: If you are using an Aspect switch, you cannot use the Hold and Reconnect buttons. Instead, to put a current voice contact on hold and connect to a new voice contact, double-click the new contact. To reconnect to the first voice contact and put the second contact on hold, double-click the first contact.

To place a customer on hold while you speak to another customer:

1 Ask the customer with whom you are speaking if you may put them on hold for a moment.

2 Click the Hold button.

3 Double-click the new voice contact in the Phone task list.

4 Begin speaking with the second customer.

5 Return to the first customer as soon as possible, as follows:

a Either finish the call with the second customer or tell that customer you will put them on

hold.

b Click Hold if you did not finish the call with the second customer.

c Select the first phone contact in the Phone task list.

d Click Reconnect.

e Continue your conversation with the first customer.

6 If the second customer is on hold, return to that customer as soon as possible.

When you click this button to

reconnect to a customer

, the button

label changes to Hold.

Page 77

Handling a Basic Voice Contact

Issue 1.0 June 2002 77

For more complete information on handling two simultaneous phone calls, see “Handling Two

Voice Contacts,” on page 86.

Transferring a Voice Contact

At certain times, you may need to transfer a voice contact to another agent who is more qualified to handle it or to your supervisor to handle a customer who needs more attention.

You use the Unified Agent Directory (UAD) to transfer calls. The UAD opens with the following information:

The location name assigned to your contact center is displayed in the Site drop-down menu. The other site names so that you can transfer a call to agents at other locations.

The telephone number of the current contact is displayed in the Current Tasks field. This field lists all of your currently active contacts. When you complete a contact, it is removed from this list.

Note: Always tell the customer that you are transferring them before proceeding.

Transfer Options

The UAD provides the following call transfer options:

Blind Transfer – To transfer the call and have the telephone contact removed from your Phone task list immediately. The call waits in a queue until the agent to whom you transferred the call is available to answer it.

Conference – To transfer the call, have the ability to remain on the call with the customer and the selected agent, and have the ability to add other agents to the call.

Cons Transfer (Consultative Transfer) – To transfer the call and have the ability to speak as you transfer the telephone contact. You can introduce the customer to the other agent and explain the nature of the call.

You can transfer a call to:

A queue, which is a group of agents with similar skills, to route the transfer to anyone currently available in that queue

A specific agent

An agent with a specific skill, such as someone who speaks a particular language or supports a particular product

Multiple agents, by conference call

Note: If you want to transfer a call to someone with a particular skill, use the Find option instead of the following procedure. See “Looking Up Agents with the Find Option,” on page 62.

Caution: When using Outbound Contact, do not transfer a call to another outbound agent or create a conference call. See “Caution About Transferring a Call,” on page 190 for information.

Page 78

Chapter 3 Managing Inbound Voice Contacts

78 Avaya Agent User’s Guide

To transfer a call to a queue or an agent:

1 Tell the customer that you are going to transfer them to someone who will help them.

2 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD).

The Site drop-down menu displays the site where you are located. The Current Tasks dropdown menu displays your current voice contact.

3 If the queue or agent to whom you want to transfer the call is located at a different site, select

the site from the Site drop-down menu. Select All Sites if you do not know where the agent or queue is located.

4 Check that the contact that you want to transfer is displayed in the Current Tasks field. By

default, the Current Tasks field displays the telephone number of the current caller.

5 If you are certain you know the telephone number of an agent to whom you want to transfer the

voice contact, you can enter the number in the To field, and then skip to Step 9 in this procedure.

6 Click the Queues tab to transfer the call to the first available agent in a queue or the Agents tab

to transfer the call to a particular agent. Then follow the step below that applies to the tab you selected.

7 Queues tab – Double-click the name of the queue or agent you want (or select it and click the

>> button).

The name moves to the box on the right of the UAD.

Tip: If you discover that this is the wrong person, click the << button to remove the person from this box.

8 Agents tab – Open the tenant or workgroup to which the agent belongs. Then double-click the

name of the agent to whom you want to transfer the call to move the agent to the box on the right side of the UAD.

Tip: Tenants are represented by a house icon, workgroups are represented by an icon of a folder beside an agent head, and agents are represented by an agent head or two agent heads side-by-side.

Tip: If you do not see the name of the person you are looking for in the list, that person may not be logged in or may not be available for a telephone call.

Tip: If you are not certain about the name (login ID) of the person to whom you want to transfer the call, right-click the name. The Properties pop-up menu is displayed with only the menu title. Click this to display a dialog box with information about this person.

Page 79

Using the Softphone Menu

Issue 1.0 June 2002 79

9 Click one of the following buttons and follow the instructions for that button:

Blind Transfer – To transfer the call to the selected person and have the voice contact removed from your Phone task list immediately. The call waits in a queue until the agent to whom you transferred the call is available to answer it. If the agent is busy and cannot take the contact, you can cancel the transfer or remain in session with the call until the agent is available.

Conference – To transfer the call and have the ability to remain on the call with the customer and the selected agent or agents. In the dialog box that is displayed, click Complete to complete the transfer. To add more agents to the call, repeat the above procedures. Use the Softphone HangUp button to hang up whenever you want.

Cons Transfer (Consultative Transfer) – To transfer the call and have the ability to speak as you transfer the voice contact. You can introduce the customer to the other agent and explain the nature of the call. In the dialog box that is displayed, click Complete to complete the transfer. Use the Softphone HangUp button to hang up whenever you want.

Using the Softphone Menu

With the Softphone component of Avaya Agent, you can perform standard telephone functions without a physical telephone. The Softphone menu is part of the Avaya Agent pop-up menu. You see this menu if you right-click (use the right mouse button to click) any blank section of Avaya Agent. The pop-up menu contains the following menu options:

Softphone - Login/Logout

Softphone - Refresh

Softphone - Reset

This section explains the Refresh and Reset options. For information on logging in and out of Softphone, see “Logging In and Out of Media Channels,” on page 44.

Page 80

Chapter 3 Managing Inbound Voice Contacts

80 Avaya Agent User’s Guide

Refreshing Your Softphone Data

You use the Softphone - Refresh option in the pop-up menu to refresh the data in the WrapUp dialog box and, if it is used, the DEFINITY Log/Aux dialog box.

When you log in to Avaya Agent, the Softphone retrieves the data for the WrapUp and DEFINITY Log/Aux dialog boxes from the database and stores them in your workstation’s memory. Because administrators may make changes to the data during the course of the day, you may need to refresh your Softphone data frequently to ensure that you have access to the most current information.

To refresh your Softphone data:

1 Right-click in an empty part of the Avaya Agent frame.

2 In the pop-up menu, click Softphone - Refresh.

Your Softphone data is refreshed with the updated information.

3 Click OK.

Reconnecting to Your Physical Telephone

You use the Softphone - Reset option to re-establish and synchronize the connection between your Softphone and your physical telephone when communications are disrupted and your Softphone fails to function properly.

You can identify a communication failure when:

Softphone cannot perform a telephone operation.

Softphone appears to be “locked up” for any length of time.

Note: If your Softphone and your physical telephone are set differently, Softphone may become unresponsive when you use both your physical telephone and Softphone. To avoid this problem, ask your administrator to confirm that the preset state settings for your physical telephone and Softphone are identical.

To reset the communication between your Softphone and the telephone:

1 If you are in a voice contact, complete your voice contact with the physical telephone.

2 Set your agent state to Unavailable (see “Changing Your Agent State,” on page 46).

Note: The Softphone - Reset option clears all current activity from the Softphone and terminates all calls. You must complete Steps 1 and 2 before using Softphone Reset.

3 Right-click in an empty part of the Avaya Agent.

4 In the pop-up menu, click Softphone - Reset.

5 Click OK.

If this does not resolve the problem, contact your administrator.

Page 81

Initiating a Voice Contact

Issue 1.0 June 2002 81

Initiating a Voice Contact

If you are enabled for voice contacts, you can use your contact center telephones to make a voice contact. You can use the UAD to find the telephone number of another agent, supervisor, or external agent who works for your company.

Note: If you are looking for information about making outbound calls as part of your job duties, see Chapter 7, “Managing Outbound Contact Calls” or Chapter 8, “Managing Outbound Lists”.

To initiate a call:

1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD).

2 Select <New Call> from the Current Tasks menu, if this option is not already displayed.

3 If you know the telephone number of the person you want to call, enter that number in the To

box at the bottom of the UAD. Then skip to Step 9 of this procedure.

4 If you want to call a specific agent, and there is an Agents tab above the scroll box on the left

side of the UAD, click on that. If you do not see an Agents tab, search for the person as described in “Looking Up Agents with the Find Option,” on page 62 or “Filtering Data

Displayed in Tabs,” on page 60.

5 If the person is not located in your site, select the name of the site from the Site drop-down

menu. If you do not know where the person is located, select All Sites.

6 Navigate through the tree structure in the scroll box on the left. Click any group to display the

agents in that group. Use the scroll bar as necessary.

7 When you see the name of the person you want to call, you may want to check that this is the

correct person. To do so:

a Right-click the name and click Properties in the pop-up menu.

Page 82

Chapter 3 Managing Inbound Voice Contacts

82 Avaya Agent User’s Guide

b Click the Phone and E-mail tabs of the dialog box as necessary so you can check that this is

the person you want to call.

8 When you find the correct name, double-click the name to move it to the scroll box on the right.

9 Click Initiate (or Dismiss if you change your mind and do not want to make the call).

10 When you are finished speaking, click the Softphone HangUp button.

Using Softphone with DEFINITY Switches

If your Softphone system uses an Avaya™ DEFINITY telephone switch, you may need to do the following tasks:

Softphone’s DTMF (Dual-Tone Multi-Frequency)

DEFINITY reasons

The Auto-In work mode

Page 83

Using Softphone with DEFINITY Switches

Issue 1.0 June 2002 83

Sending Numerical Information with DTMF

If your Softphone uses a DEFINITY telephone switch, your administrator may have implemented DTMF. You use DTMF to enter numerical information, such as a customer’s account or identification number, on the numeric keypad of the Dial Pad dialog box. DTMF sends this numerical information to a selected device, such as an Interactive Voice Response (IVR) unit, as if you had dialed the tones on your telephone.

To send numerical information with DTMF:

1 In Avaya Agent, click the DTMF button.

2 In the Dial Pad dialog box, enter the numbers in either of the following ways:

Click in the entry field. Then type the digits on your keyboard.

Click the numeric buttons in the keypad window.

If you type an incorrect number, click the CE (Clear Entry) button to clear one number at a time or click the Clear button to completely clear everything that is displayed.

3 Click the Send button to transmit the number across the telephone line.

Page 84

Chapter 3 Managing Inbound Voice Contacts

84 Avaya Agent User’s Guide

Entering Reasons for Becoming Unavailable

If your Softphone uses a DEFINITY telephone switch, you may see a DEFINITY dialog box whenever you log out or click the Busy button on the Softphone.

In this dialog box, you must select a reason before you can log out or set your telephone to the Busy state.

To select a DEFINITY Reason:

1 Click the desired reason in the Select Reason field.

2 Click OK.

To clear the dialog box and select another reason, click the Cancel button.

Using the Auto-In Work Mode

This section applies to you only if you are using a DEFINITY telephone switch and you can set the Auto-In and Manual-In work modes. You may set these work modes by pressing buttons on your telephone, by entering codes on your telephone, or by using Softphone. The work modes have been set up at your contact center to correspond to agent states in specified ways. For example, the AuxWork button on the telephone corresponds, in part, to the Aux-work agent state. See the table below for the exact changes in agent state that happen when you push the work mode buttons.

The Auto-In work mode automatically assigns you to specific Automatic Call Distributor (ACD) queues. It makes you available immediately after the end of a call. Therefore, with Auto-In, you may get another call as soon as you hang up.

If you plan to take a break after your current call while in Auto-In mode, you can change your work mode or agent state while on the call. The operation does not take effect, however, until you complete the call. For example, while on a call, you can click the Agent button in the Avaya Agent to change your agent state to Aux-work. You are placed in Aux-work only after the current call is completed.

Page 85

Using Softphone with DEFINITY Switches

Issue 1.0 June 2002 85

In Auto-In mode, you cannot preset the Softphone while in a call to change from a Busy telephone state to an Available telephone state. You see an error message if you try to do this. You must reset the Softphone to change to and from the Aux-work state. See “Reconnecting to Your Physical

Telephone,” on page 80.

Be aware of the following issues when using Auto-In mode:

You should not use this mode when you are handling outbound calls.

If you are logged in to email or chat, you should log out of those media before using Auto-In.

Presets from your physical telephone while your voice contact is in the InCall state do not work.

If your Avaya Agent is not configured for WrapUp, you cannot set a WrapUp preset on your physical telephone while in automatic mode. (For an explanation of automatic and manual modes, see “Changing State Across All Media Channels,” on page 47.)

Other buttons you push on your physical telephone while wrapping up in automatic mode may not work.

If your system uses the WrapUp dialog box and you press the AutoIn and ManualIn buttons, a voice contact may be assigned to you while you are handling another call. You will see a WrapUp dialog box for the first call after it ends, but a second call may arrive before WrapUp is complete. This will not happen on subsequent calls.

The following table shows how your agent state changes when you press a telephone button in either manual or automatic mode.

Initial Agent State Phone Button Pushed Changed Agent State

Available AutoIn

ManualIn AfterCall AuxWork

No change No change No change Aux-work

Aux-work AutoIn

ManualIn AfterCall AuxWork

Aux-work Aux-work No change No change

Init aux-work AutoIn

ManualIn AfterCall AuxWork

Available Available No change No change

Outbound AutoIn

ManualIn AfterCall AuxWork

Available Available No change Aux-work

Page 86

Chapter 3 Managing Inbound Voice Contacts

86 Avaya Agent User’s Guide

Handling Two Voice Contacts

With Softphone, you can handle more than one incoming voice contact at the same time, using either the telephony buttons or keyboard shortcuts. By following this example, you can take two incoming voice contacts using the Softphone telephony buttons.

The following example assumes that you are using Avaya Agent with CallCenterQ as your Business Application. A voice contact comes into the contact center. Your Softphone is in the Ready state. CallCenterQ routes the voice contact to you. Your Phone task list displays the caller’s telephone number and the contact’s status as Ringing.

To answer two simultaneous voice contacts:

1 If Auto Answer is not turned on, double-click the contact to answer it manually.

2 Ask for information from the customer, who is following up on a previous contact. Use the

Contact History Browser to look up the record on the previous contact.

While you are looking up the customer’s history, another voice contact is assigned to you.

3 Click the Hold button to place the first voice contact on hold so that you can answer the second

voice contact.

4 Double-click the new incoming voice contact to answer it.

5 Click the Hold button to place the second voice contact on hold while you complete the first

voice contact.

6 To return to the first voice contact, select it in the Phone task list. Then click the Reconnect

button.

7 When you have completed the first voice contact, click the HangUp button.

8 If your company requires you to enter wrap-up information for each contact, you enter the

WrapUp state, and the WrapUp dialog box is displayed. Select the reason and click OK.

When you complete WrapUp, this information is entered into the customer’s record. (For more information about wrapping up contacts, see “Wrapping Up Contacts,” on page 67.)

9 Click the second voice contact in the Phone task list to make it the active contact. Click the

Reconnect button to speak to the customer.

If you do not have the information the customer needs, click the Directory button to open the UAD and transfer the second voice contact to another agent (see “Transferring a Voice Contact,” on

page 77).

Page 87

CHAPTER 4

MANAGING EMAIL

If your account is enabled for Email Management, you use the Web Agent to interact with customers by email.

Some customers send email from the company’s Web site while others send it from a corporate or personal mail account. The email is routed by the Avaya™ Interaction Center (Avaya IC) software to agents who are available to handle email. Email contacts that are routed to you are displayed in your Email task list.

This chapter explains the features you can use with Email Management under the following topics:

Being Alerted to a New Email Contact

Using the Email Task List

Viewing Email History

Composing a Normal Email Reply

Addressing Emails with the UAD

Using Resources in Email

Using Suggested Responses

Sending an Email to an External Agent

Transferring an Email Contact

Deferring an Email

Saving a Draft

Forwarding an Email

Spell Checking Your Emails

Requesting More Information from Customer

Responding to an Email Alert

Resolving an Email

Originating an Outbound Email

Approving or Rejecting an Email

Handling a Rejected Email

Page 88

Chapter 4 Managing Email

88 Avaya Agent User’s Guide

Using Multiple Languages with Email

Wrapping Up and Completing an Email Contact

Being Alerted to a New Email Contact

Email that customers send from the company Web site may be routed to you whenever you are available for email.

Depending on how the Avaya IC software has been set up at your contact center, you may be alerted to an incoming email in two ways:

By a sound. For information on changing the way that you are alerted, see “Contact

Preferences,” on page 168.

By a screen pop. This is a dialog box that asks if you want to suspend your other contacts to begin handling the new email contact. You may be able to control whether you receive this dialog box, with the “Wait for confirmation before accepting a contact” preference. For information, see “Contact Preferences,” on page 168.

Note: If you are alerted to an email contact but do not acknowledge it within a preset amount of time, the contact is assigned to another agent and removed from your Email task list. The amount of time is set by the administrator of the WebACD Server configuration.

Using the Email Task List

The Email task list displays the email contacts currently assigned to you. A typical Email task list is shown in the following illustration:

If you click a contact in the Email task list, it becomes selected. The subject line of the selected contact is displayed when you click the contact. All tasks that you perform to the email in the Web Agent apply to the selected email contact. (When you double-click a contact, the Web Agent window opens and displays this contact to the Email Preview mode.)

Subject line of selected email contact

Oldest contact

Page 89

Using the Email Task List

Issue 1.0 June 2002 89

A good deal of information about your email contacts is displayed in the small space of the Email task list by visual cues, including icons and text.

Icons in the Email Task List

If you pay attention to the icons in the task list, you can see at a glance a lot of useful information. There are three columns of icons in the Email task list, which are as follows:

First column – The icon in the first column is an envelope to indicate that this is an email. If the email has been transferred, an arrow is displayed to the side of the envelope.

Second column – The icons indicate the source of the email, such as a reply from an external agent or an email that has been rejected during Quality Assurance.

Third column – The icons in the third column show the status of the email, such as whether it is deferred or wrapped.

The icons in the first column of your Email task list tell you the state of each email contact, as shown in the following table:

The icons in the second column give you information on the source of each email contact. You may see icons representing the following sources:

Icon Description

The email contact is active.

You have transferred this email to your supervisor or to another agent. The contact remains in your task list until you wrap it up. Note: If “malformed error” is displayed when you transfer an email to another agent, contact your administrator to validate that this agent has been assigned a valid email address in IC Manager.

Icon Description

A reply to a normal email sent to the customer by the agent

A reply from an external agent

A reply from a customer to a request for additional information

A reply to an email you forwarded.

An email composed by another agent and forwarded to you for approval (Quality Assurance)

Page 90

Chapter 4 Managing Email

90 Avaya Agent User’s Guide

The third column indicates the current status of each email contact, as shown in the following table.

Text in the Email Task List

The following areas give you text information about a selected email contact:

Origin – The email address from which the email was sent.

Age – The length of time the contact has been assigned to you. The time runs continuously until you complete the contact.

Customer question – The text the selected customer typed in as the subject of their email.

An email rejected during Quality Assurance and sent to you for correction

A reply to an email that you originated.

An email alert, notifying you that an email requested from a customer or an external agent is overdue.

A reply from an automatic response email that was sent to the customer from the Avaya IC system.

Icon Description

New, unopened email contact.

Open, active email contact. This is the contact you are currently handling in the Web Agent.

Deferred email contact. You must return to it when you can and complete it.

Email contact in WrapUp state. You are wrapping up this email in the Web Agent.

Icon Description

Page 91

Viewing Email History

Issue 1.0 June 2002 91

Viewing Email History

If you want to see tracking information about an email contact in your contact list or copies of recent emails sent by the current customer, you can use the Email History dialog box, which has the following tabs:

Tracking History – Detailed tracking information about this email and other emails sent from this customer

Customer History – Copies of previous emails the customer has sent to your company and copies of the emails themselves

Note: Another agent may have deferred an email contact from this customer. You cannot see deferred email contacts in the Email History dialog box but you can see them in the Active Contact Viewer. It is a good idea to check the Active Contact Viewer when you are looking for information about a customer’s recent contacts. See “Viewing Active Contact Information,” on page 52.

To see the tracking history or previous emails of an email contact:

1 Display the email you want information about in the Email Preview mode.

2 Click the Email History button in the email toolbar to display the Email History dialog box.

The Email History dialog box opens with the Tracking History tab displayed.

3 To see the maximum amount of information in the Tracking History tab, do any of the

following:

To see all available information in a table column, hold your cursor at the right edge of any column title. When you see a two-sided arrow, click and drag to the right.

To see tracking information about past emails sent by this customer, click the View Full Email History check box.

Page 92

Chapter 4 Managing Email

92 Avaya Agent User’s Guide

4 To see complete technical information about the routing of any email selected in the table, click

the Header check box. When there is a problem, this information may be helpful for supervisors or administrators.

Page 93

Viewing Email History

Issue 1.0 June 2002 93

5 To see copies of emails this customer sent to your company in the recent past, click the

Customer History tab. Select any email in the box at the top to see a copy of the email itself in the scroll box at the bottom, as shown in the following illustration.

6 Check your dialog box to see the time range of the emails displayed. For example, the dialog

box may display emails that were received in the past three months. If you want to see emails that arrived before this time range, clear the check box to specify a longer time range.

Page 94

Chapter 4 Managing Email

94 Avaya Agent User’s Guide

Composing a Normal Email Reply

The following procedure explains how to compose a normal reply to a customer email using features available in the Email reply screen.

To compose a basic email reply to a customer:

1 Make sure that you are available to handle email by looking at the Email Channel button in

Avaya Agent. If the button shows a yellow X, click the button to make yourself available for email.

You are now available to receive the number of email contacts that is set for you in your channel load. See “Setting Your Channel Loads,” on page 49 for information about channel loads. After you become available, any email contacts that are routed to you show up in the Email task list.

2 In Avaya Agent, select a contact in the Email task list. If there is more than one contact, the

contacts are listed in reverse chronological order, that is, with the oldest contact at the top.

For information about the meaning of the icons, and the text displayed in the Origin and Time columns, see “Being Alerted to a New Email Contact,” on page 88.

The Web Agent window opens in the Email Preview mode to show you information about this email. The Information Bar displays “New inbound message from customer.”

3 Read the message using the scroll bar, if necessary, to see the entire message.

4 Before you begin your reply, you can use any of the following buttons in the email toolbar, as

needed. You can also return to this Preview tab later to use these buttons.

Print – Prints a paper copy of the text that is currently displayed in the Information Bar, the Header fields, and the Message Composition Area.

Resolve – Lets you apply a status to the email. See “Resolving an Email,” on page 112 for information.

Email History – Displays a dialog box with tracking information about this email or copies of previous emails sent from the current customer’s email address. See “Viewing Email

History,” on page 91 for more information.

Transfer – Displays the Unified Agent Directory so you can transfer this email contact to a particular agent, or transfer it to a queue and let Avaya IC route the email to the first available agent in that queue. For information, see “Transferring an Email Contact,” on

page 105.

Defer – Defers your reply to this email contact until a later time. The contact remains in your Email task list but you are available for another email to replace this one. For more information, see “Deferring an Email,” on page 106.

Wrap – Wraps up this email contact. See “Wrapping Up and Completing an Email Contact,”

on page 120 for information.

Complete – This button is only available when you are in WrapUp state.

Page 95

Composing a Normal Email Reply

Issue 1.0 June 2002 95

5 To begin your reply, click one of the two reply buttons in the email toolbar:

Reply to customer – Addresses your reply to the sender of the email and no one else.

Reply to all – Addresses your reply to the sender of the email and to all the people listed in the Cc (Copy) or Bcc (Blind Copy) fields of the message you are replying to. See Step 6 of this procedure for an explanation of these fields.

The window changes to the Email Compose mode where you will write your email reply. Note that the drop-down menu indicates that this is a Normal Reply.

6 If you want to add the email address of anyone in your company, so that they will receive a

copy of this email, add their email address easily to any of the address fields by using the UAD. See “Addressing Emails with the UAD,” on page 97 for information.

7 Look in the Resource area of the window to see if there are any Suggested Responses. If you

see Suggested Responses, refer to “Using Suggested Responses,” on page 102 for instructions about choosing a response or responses.

8 If you do not see Suggested Responses, look for any resources that are relevant to the

customer’s question in the Email Templates folder, Global Resources folder, or Agent Resources folder. For information on viewing resources, see “Viewing Your Resources,” on

page 161.

9 If you found a resource that you want to use, add it to your message. For information on adding

resources to an email, see “Using Resources in Email,” on page 100.

10 If you added a resource, read the message in the Message Composition area and modify it

appropriately, if necessary.

11 Type your message to the customer in the Message Composition area. Be sure that you address

the customer’s question or problem.

Tip: If you added a resource or an attachment, you may want to begin with a short introduction to explain the resource or the attachment.

12 Look over the buttons in the email toolbar to decide whether you want to execute any of the

commands before you send your message. The buttons are as follows:

Print – Prints a paper copy of the email as it is currently displayed.

Save – Saves a draft of your message. The contact remains in your Email task list. The next time you click this contact and then begin to reply to this customer’s email (by clicking Reply, Reply to All, or Forward), the Email Compose window opens with the message you saved.

Cancel – Cancels the reply. A dialog box asks if you wish to save a draft of the reply you are composing.

Page 96

Chapter 4 Managing Email

96 Avaya Agent User’s Guide

Add Attachments – Attaches a file from your computer’s hard drive or from the hard drive of any computer that you can access on the network. When you press the Attach button, a window is displayed where you can browse to the file and select it. You can click the View button to open the file in the program associated with that type of file on your computer. Contact your administrator if you do not know what type of file this is and you want to open it.

Spell Check – Helps you check and correct the spelling of your message. For information, see “Spell Checking Your Emails,” on page 109.

Tip: You can select an option in the Preferences dialog box (available under the Tools menu) to bring up the Spell Checker automatically before your messages are sent. If you select this option, you will not forget to spell check your messages. See

“Email Preferences,” on page 169.

13 When the message is complete, click the Send button.

If the “Spell check before sending an email” option is selected in your Preferences, the Spell Checker is displayed so you can check the spelling in your message. Check the spelling, referring to “Spell Checking Your Emails,” on page 109 if necessary.

If the Confirm Before Sending option is selected, a dialog box like the following asks if you are sure you want to send the message. Click Yes.

To change the preferences that determine whether the Spell Checker or the confirmation dialog box are displayed whenever you start to send an email, see “Setting Preferences,” on page 165.

Your response is sent to the customer. The window switches to the WrapUp state. The email you just sent is still displayed, but now it is read-only.

14 If you see information in the Prompter window in Avaya Agent, fill in any requested

information as appropriate. For information about filling in a Prompter script, see “Using a

WrapUp Prompter Script,” on page 69.

15 Wrap up and complete the email contact, using the following buttons:

Wrap – Puts you in WrapUp state. While in WrapUp state, you cannot receive another email contact to replace this contact. You may be asked to fill out information about this email contact while you are in WrapUp state.

Complete – Closes this email contact and removes it from the Email task list. For more information, see “Wrapping Up and Completing an Email Contact,” on page 120.

Page 97

Addressing Emails with the UAD

Issue 1.0 June 2002 97

Addressing Emails with the UAD

When you address emails to people at your contact center, the Unified Agent Directory (UAD) can help you find and add the addresses quickly and easily, and without errors. The UAD opens in a special Email Addressing mode for this purpose. This is useful for the following tasks:

Composing a Normal Email Reply

Sending an Email to an External Agent

Transferring an Email Contact

Forwarding an Email

Originating an Outbound Email

Note: In the Email Addressing mode, the UAD displays only queues and agents that are enabled for email and it contains only their email addresses.

Note: The following procedure explains how to add email addresses, not how to do other tasks such as transfer emails or send them to external agents. See the appropriate sections for those procedures.

Page 98

Chapter 4 Managing Email

98 Avaya Agent User’s Guide

To address an email using the UAD:

1 Display the email you are responding to in the Email Compose window.

2 Click the button beside the Cc or Bcc fields to display the UAD.

The UAD is displayed in Email Addressing mode, as shown in the following illustration:

The meaning of these fields is as follows:

To – If enabled, this field is for the address of anyone to whom you want to address this message directly.

Note: The “To” field is disabled for a Normal Reply and for a Request for Additional Information because the email is automatically addressed to the customer to whom you are replying.

Cc (Copy) – This field is for the address of any person (or any queue) that you want to receive a copy of this email.

Bcc (Blind Copy) – This field is for the address of any person (or any queue) that you want to receive a copy of this email, without anyone else seeing their address.

3 If the queue or person you are looking for is not located in your site, select the name of the site

from the Site drop-down menu. If you do not know where the queue or person is located, select All Sites.

Page 99

Addressing Emails with the UAD

Issue 1.0 June 2002 99

4 Navigate through the Queues, Agents, or any other tab available to you, opening groups as

necessary, until you find the queue or person to whom you want to address this email. In the following illustration, the administrator has been selected in the To field:

5 Select the desired name and then click the To, Cc, and Bcc button to add that person’s email

address to the box on the right side of the window. (You can double-click to automatically add the name to the To box.)

Note: The “To” field is disabled for a Normal Reply and for a Request for Additional Information because the email is automatically addressed to the customer to whom you are replying.

Note: If you want to remove a name you added to the right side of the window, select it and press the Delete key on your keyboard.

6 Repeat the above steps as desired to add the addresses of all the intended recipients to your

email.

7 Click Ok.

The email addresses are added to the email you are composing.

8 If you are doing any of the following tasks, return to the appropriate section to finish your

email and send it:

Page 100

Chapter 4 Managing Email

100 Avaya Agent User’s Guide

“Composing a Normal Email Reply,” on page 94

“Sending an Email to an External Agent,” on page 103

“Transferring an Email Contact,” on page 105

“Forwarding an Email,” on page 107

“Originating an Outbound Email,” on page 113

Using Resources in Email

Resources are previously prepared text, emails, and URLs (Internet addresses) that you can send repeatedly to different customers by chat or email. Resources save you the time and tedium of typing the same things again and again. Text and email resources may contain such things as greetings, closings, and answers to frequently asked questions. Email resources may have information already entered in the To, Cc, and Bcc fields, and they may contain attachments. URL resources may be links to company Web pages. For example a URL may link to a page about exchange policies.

When you are composing an email, you may see any or all of the following types of resource folders:

Global Resources – This folder is for email, text, and URL resources created for you and other agents by administrators or supervisors. If you are an agent, you cannot create or modify these resources.

Agent Resources – This folder is for email, text, and URL resources that you create for yourself. These resources are saved with your login ID. You are the only person who can see or use the resources you create.

Email Templates – This folder is for a type of email resources called email templates. These are created for you and other agents by administrators. An email template is a prewritten email response that becomes customized when you use it. For example, your current customer’s name and the current date may be automatically entered into the email resource whenever you use it. Your company may also send a copy of an email template when you apply a status to a customer’s email. For information, see “Resolving an Email,” on page 112.

Suggested Responses – (If your company is not using the Content Analyzer, you never see this folder.) This folder is for email resources that are created by an Avaya software product, called the Content Analyzer, in response to a particular email. When these resources exist, you must consider using them before you consider using resources in any of the other folders. For more information, see “Using Suggested Responses,” on page 102.

Migrated Resources – You see this folder after you import migrated resources. Your administrator will inform you if you need to do this. See “Importing Migrated Resources,” on

page 164.