Avaya NN44400-114 User Manual

Avaya Aura™

Agent Desktop

NN44400-114

Document status: Standard
Document issue: 02.05
Document date: 2 December 2010
Product release: Release 6.0/6.1
Job function: Fundamentals
Type: Technical Publication
Language type: English

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Content s

New in this release 7

Features 7

Other changes 10

Introduction 11
Agent Desktop User Interface 13

Work item paradigm 14
Top bar 1 4
Work list window 15
Action bar 16
User preferences 17

Using your Agent Desktop 19

Installing the Agent Desktop 19
Starting the Agent Desktop 20
Creating a shortcut to the Agent Desktop 21
Logging on to Agent Desktop when using a desktop phone 21
Logging on to Agent Desktop when using the softphone 22
Logging on to Agent Desktop of a SIP-enabled contact cent er 23
Changing your password 24
Muting and unmuting when using the softphone 25
Changing the audio settings for softphone 25
Configuring the audio devices for softphone 26
Changing your status to Ready 26
Changing your status to Not Ready 27
Accessing online help 27
Logging off from Agent Desktop 28

Telephony 29

Accepting a call 30
Declining a call 31
Entering an activity code 31
Placing a call on hold 32
Releasing a call on hold 32
Transferring a call 33

Improved user interface 7
Multiplicity 7
New contact types 8
Agent statistics 8
E-mail editor improvements 8
E-mail auto suggest 9
New usage modes 9
Web communications improvements 10

Windows 7 support 10

NN44400-114 Contact Center Agent Desktop 2 December 2010 3

Contents

Conferencing in another agent 33
Conferencing in a supervisor 3 4
Ending a call 34
Calling your supervisor 34
Making a call 35
Using DTMF digits 35
Using the Emergency key 36
Observing a call 36
Barging in on a call 37
Ending your observation 38

Outbound calls and callbacks 39

Accepting an outbound contact 40
Declining an outbound contact 41
Placing an outbound call 41
Using a script 42
Recording the result 42
Ending the call 43
Scheduling a callback 43
Calling the customer 44

Predictive Outbound 47

Changing to Ready status 49
Changing to Not Ready status 50
Changing to Not Ready status when on a contact 51
Handling a Predictive or Progressive call 51
Handling a Paced call 52
Handling a Preview call 52
Handling a manual call 53
Cancelling a call 53
Transferring a call 54
Conferencing in another agent 56
Hanging-up and leaving a conference call 57
Ending a contact 58
Originating a call 59
Scheduling a callback 59
Handling a standard callback call 61
Handling a non-standard callback call 62

E-mail 65

Accepting an incoming contact 68
Declining an incoming contact 68
Verifying customer information 69
Replying to an e-mail message 69
Creating an e-mail message 71
Using the address book to reply to a contact 72
Removing a name from the recipient list 72

4 NN44400-114 Contact Center Agent Desktop 2 December 2010

Contents

Creating a template response 73
Defining your default template folder 73
Using a template response 74
Defining your default attachment folder 74
Adding an attachment to your e-mail response 74
Viewing e-mail attachments 75
Removing an attachment from an e-mail response 75
Using the spelling checker 76
Closing the e-mail contact 77
Postponing work on a contact 77
Following up on a contact 78
Transferring a contact within the contact center 78
Transferring a contact outside the contact center 79
Printing contact details 79

Fax message 81

Accepting an incoming fax message 81
Declining an incoming fax message 82
Reviewing a fax message 82
Replying to a fax message 82
Closing a fax message 83
Transferring a fax message 84

Scanned document 85

Accepting an incoming scanned document message 85
Declining an incoming scanned document message 86
Reviewing a scanned document message 86
Replying to a scanned document message 87
Closing a scanned document message 87
Transferring a scanned document 88

Voice mail messages 89

Accepting an incoming voice mail message 89
Declining an incoming voice mail message 90
Listening to a voice mail message 90
Replying to a voice mail message 91
Closing a voice mail message 91
Transferring a voice mail message 92

Short Message Service text message 93

Accepting an incoming SMS text message 93
Declining an incoming SMS text message 94
Replying to an SMS text message 94
Using the spelling checker 95
Closing an SMS text message contact 96
Transferring an SMS text message 96

Web communications 99

Accepting a Web communications contact 100

NN44400-114 Contact Center Agent Desktop 2 December 2010 5

Contents

Customizing a tab name 101
Declining a Web communications contact 101
Sending a chat message 102
Adding an auto-phrase to a chat message 102
Pushing a Web page to a customer 102
Transferring a chat session 103
Conferencing a chat session 104
Ending the Text Chat sessio n 104
Sending the chat log in an e-mail message 105

Instant messaging 107

Accepting an instant message 108
Declining an instant message 108
Sending an instant message 109
Using an auto-phrase 109
Using suggested Web pages 110
Using spelling checker in an instant message 110
Viewing personnel using Contacts Presence 110
Transferring an instant message using Contacts Presence 111
Consulting on an instant message using Contacts Presence 112
Conferencing an instant message using Contacts Presence 112
Transferring an instant message using the work item control 113
Consulting on an instant message using the work item control 113
Conferencing an instant message using the work item control 114
Ending an instant message 114

Agent Statistics 117

Accessing the Agent Statistics tab 118
Viewing the Skillset statistic chart 118
Viewing the Agent statistic chart 119
Enabling Service Level alerts 119
Using the Statistics Ticker 120

Customer and contact details 121

Creating a customer record 122
Searching for a customer 123
Adding or editing customer information 123
Viewing a CCT intrinsic 124
Copying a CCT intrinsic 124
Viewing the Auto Launch Application 125
Running a CCT intrinsic-associated application 125
Searching for a contact 126
Printing search results 127
Viewing a contact 127
Opening a contact 128
Closing contacts (supervisors only) 129

6 NN44400-114 Contact Center Agent Desktop 2 December 2010

New in this release

The following sections detail what is new in the Avaya Aura™ Agent Desktop
User Guide (NN44400-114).

• Features (page 7)

• Other changes (page 10)

Features

See the following sections for information about feature changes:

• Improved user interface (page 7)

• Multiplicity (page 7)

• New contact types (page 8)

• Agent statistics (page 8)

• E-mail editor improvements (page 8)

• E-mail auto suggest (page 9)

• New usage modes (page 9)

• Web communications improvements (page 10)

Improved user interface

The main Avaya Aura™ Agent Desktop user interface is based on a work item
paradigm. Each agent-to-customer interaction is a work item. W ork items appear
on the Agent Desktop work list. If you perform another interaction associated
with that work item (for example an IM consultation with an expert), then that
interaction is displayed as part of the original work item.

The work list window contains work items and buttons corresponding to the work
item. The buttons and functions change depending on the items in the work list
window. When a new contact arrives, Agent Desktop adds the new contact to
the work list.

• A work item is a unit of work that is a collection of interactions with other
parties. The party can be a customer, another agent, a supervisor or an
expert.

• A work list is a collection of work items.

Multiplicity

Agents who handle real-time voice contacts require dedicated interaction
between an agent and customer. To increase agent productivity for non
real-time contacts, agents can use Contact Center to simultaneously handle
multiple contacts.

NN44400-114 Contact Center Agent Desktop 2 December 2010 7

New in this release

New contact types

The administrator selects the contact types an agent can be presented with
while the agent is active on another contact. This is called interruptibility . Y ou can
receive a multimedia contact while you are working on a voice call, or, you can
receive a voice contact while you are working on a multimedia contact.

Agent Desktop supports Short Message Service text messaging, fax messages,
voice mail messages, and scanned documents.

Short Message Service (SMS) text messaging is a standardized
communications protocol for the exchange of short text messages between
SMS-enabled devices. SMS text messages from customers are forwarded by an
SMS gateway to an e-mail address within the contact center. The Contact
Center Multimedia E-mail Manager retrieves the SMS text message and queues
it to the appropriate skillset.

Fax messages from customers are forwarded by a fax server to an e-mail
address within the contact center. The Contact Center Multimedia E-mail
Manager retrieves the fax attachment in TIFF format and queues it to the
appropriate skillset.

Voice mail messages from custo mers are forwarded by a voice mail server to an
e-mail address within the contact center . Th e Contact Center Multimedia E-mail
Manager retrieves the voice mail attachment in WAV format and queues it to the
appropriate skillset.

A scanned document is an electronic version of a printed page or document.
Scanned documents from customers are forwarded by a document imaging
server to an e-mail address within the contact center. From here, the Contact
Center Multimedia E-mail Manager retrieves the scanned document attachment
in TIFF format and queues it to the appropriate skillset.

Agent statistics

Agent Desktop now displays skillset-related statistics. You can view skillset
related statistics on the action bar or in more detail in pie chart or bar chart format
in the Statistic control. Supervisors can display statistics for all skillsets in pie
chart or bar chart format.

E-mail editor improvements

The Agent Desktop e-mail editor supports the following features.

• Undo (Ctrl+z) support

• Colored text

• Highlighted text

• Ruled lines

8 NN44400-114 Contact Center Agent Desktop 2 December 2010

• Insert image links

• Hyperlinks

• Blind carbon copy (Bcc) is available only when using the e-mail address
book.

E-mail auto suggest

Agent Desktop now supports E-mail Auto Suggest.
When an incoming e-mail arrives at the contact center , the E-mail Manager uses

a set of rules to determine recommended replies for the e-mail message. The
suggested replies for the e-mail message are shown in order of relevance.

You can open the new e-mail, read it, and then choose a suggested reply to the
e-mail message. A preview of the suggested replies appears in the Auto
Suggestions pane, so you can choose the appropriate reply. After you choose a
reply, you can edit your e-mail response before sending it.

You can ignore the suggested replies and use the new Agent Desktop Auto
Suggestions pane to search for a more appropriate reply. You can search for
automatic suggestions across all categories or within a specific category with the
use of a keyword. To contribute towards the overall intelligence of the solution,
you can create new suggested replies for the customer.

New in this release

Suggested replies for e-mail messages are ranked in order of usefulness and
frequency of use. If you use the suggested reply , the ranking counter increments
and the reply moves higher in the suggestion list. If you edit the suggested reply,
the rank remains the same.

New usage modes

Agents can choose one of the following usage modes depending on their
location, phone, and network:

Note: The new usage modes are available only in Avaya Aura™ Agent Desktop
Release 6.1.

• Desk Phone: The Desk Phone mode allows agents to use the office phone
in a contact center environment. Agents can use the Desk Phone mode
when they are at the contact center and want to share control between the
office phone and the computer. While in Desk Phone mode, agents access
audio components from the office phone and visual components from the
computer. The Desk Phone mode is available if you are using Contact
Center with Avaya Communication Server 1000 or Avaya Aura™ Unified
Communications platform.

• My Computer: The My Computer mode (softphone) allows agents who are
on the move and want to access the telephone switch through the Internet to
establish a voice connection over a Voice over Internet Protocol (VoIP)

NN44400-114 Contact Center Agent Desktop 2 December 2010 9

New in this release

Web communications improvements

Other changes

network. You can make or receive voice calls through Agent Desktop using
a headset connected to your computer .The My Computer mode provides the
best IP audio quality that is possible with your connection speeds, computer
performance, and network setup. The My Computer mode is available if you
are using Contact Center with Avaya Aura™ Unified Communications
platform.

Agents using the Web communications feature to communicate directly with
customers in real time over the Internet, can now transfer or conference a chat
session.

Note: The Web communications improvements are available only in Avaya
Aura™ Agent Desktop Release 6.1.

See the following sections for information about changes that are not
feature-related:

• Windows 7 support (page 10)

Windows 7 support

Agent Desktop is now supported on the Microsoft Windows 7 operating system.

10 NN44400-114 Contact Center Agent Desktop 2 December 2010

Introduction

Avaya Aura™ Agent Desktop is a single-interface client application used to
interact with customers. Y ou can respond to cu stomer contacts through a variety
of media, including phone, outbound contacts, e-mail, Web communication,
instant messaging, fax, scanned documents and SMS text messages. Agent
Desktop provides automation for customer responses to eliminate repetitive
actions, such as typing a common response in an e-mail message.

Agent Desktop supports the following contact types:

• Voice contacts

• E-mail messages

• Outbound contacts

• Web communications contacts

• Instant Messages

• SMS text messages

• Fax messages

• Scanned documents

Prerequisites

• Voice mail messages

Your administrator determines which type of contacts you can handle.
Agent Desktop uses Microsoft .NET Framework 3.5 Click Once Deployment

technology, which means that you can install and start the application by
entering a URL address in Windows Explorer or Internet Explorer.

• Ensure that you review the Contact Center installation procedures.

• Supported Operating Systems:
— Windows XP Professional SP2 or later
— Windows Vista SP2 or later
— Windows 7

• Ensure that the following are installed on the client machine:
— Microsoft Internet Explorer 7.0 or later
— Microsoft .NET Framework 3.5
— Windows Installer 3.1 Redistributable (v2)
— Microsoft Visual C++ 2005 SP1 Redistributable Package (x86)

NN44400-114 Contact Center Agent Desktop 2 December 2010 11

Introduction

Navigation

• Agent Desktop User Interface (page 13)

• Using your Agent Desktop (page 19)

• Telephony (page 29)

• Outbound calls and callbacks (page 39)

• E-mail (page 65)

• Fax message (page 81)

• Scanned document (page 85)

• Voice mail messages (page 89)

• Short Message Service text message (page 93)

• Web communications (page 99)

• Agent Statistics (page 117)

• Instant messaging (page 107)

• Customer and contact details (page 121)

12 NN44400-114 Contact Center Agent Desktop 2 December 2010

Agent Desktop User Interface

Use Agent Desktop to handle voice, e-mail, outbound, Web communications,
instant messaging, voice mail, fax, scanned documents, and SMS text me ssage
contacts. Use Agent Desktop in the following situations:

• to handle voice contacts when Agent Desktop is installed on a
Communication Control Toolkit server

• to handle voice contacts, outbound contacts (voice calls from you to
customers), e-mail messages, or Web communications contacts when
Agent Desktop is installed on a Contact Center Multimedia server

• to work with the Microsoft Office Communications Server to handle voice and
instant messaging in a SIP-enabled contact center

This chapter describes the main user interface of the Agent Desktop applicatio n.
There are three main sections to the Agent Desktop user interface:

Example of Agent Desktop layout

Navigation

1 Top bar (page 14)
2 Work list window (page 15)
3 Action bar (page 16)

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

• Work item paradigm (page 14)

• Top bar (page 14)

• Work list window (page 15)

• Action bar (page 16)

• User preferences (page 17)

NN44400-114 Contact Center Agent Desktop 2 December 2010 13

Agent Desktop User Interface

Work item p aradigm

The main Agent Desktop user interface is based on a work item paradigm. Each
agent-to-customer interaction is a work item. Work items appear on the Agent
Desktop work list. If you perform another interaction associated with that work
item (for example, an IM consultation with an expert), then that interaction is
displayed as part of the original work item.

The work list consists of work items and control buttons corresponding to the
work item. The controls and functions change depending on the work list window
behavior. Wh en a new cont a ct arrives, Agen t Desktop adds the new cont act as
a work item to the work list.

Top bar

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

Example of Top bar layout

The agent status icon appears on the top left corner of the Agent Desktop Top
bar. It shows the agent status, agent name, agent login ID, and agent dialable
number.

The Top bar has the following icons:

Top bar icons

Icon Name Description

Mute / Unmute Place the call on mute while using the

computer (softphone) to place and
receive calls. Use the same button to
unmute.

Terminal action Access Emergency, Observe and

Intrinsics controls

User preferences Access user preferences and change

audio settings for the softphone.
Agent status Select agent status
Help Access help information

Use the Terminal Action menu to perform the following tasks:

14 NN44400-114 Contact Center Agent Desktop 2 December 2010

Terminal Action Menu

Command Description

Observe Used by supervisors or agent-supervisors to listen

Emergency Immediately connect with your supervisor in case of

Work list window

The work list window contains work items and control buttons corresponding to
the work item. The controls and functions change depending on the information
in the work list window. The top right corner of the work list window has work item
controls. These controls are common to all work items on the work list. When a
new contact arrives, Agent Desktop adds the new cont act as a wo rk item to the
work list.

The following figure shows the work list windows and controls.

Agent Desktop User Interface

in on a contact.

emergency. SIP-enabled contact cen ter does no t
support this feature.

Example of work list layout

The illustrated work list shows three work items:

1 A voice call work item, at the top of the work list.
2 An Instant Message (IM) work item, in the middle of the work list.
3 An e-mail work item, at the bottom of the work list. The e-mail is on hold.

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

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

NN44400-114 Contact Center Agent Desktop 2 December 2010 15

Agent Desktop User Interface

Work item controls

Each work item has a number of contact-related controls. These co ntrols change
depending on the work list window behavior and contact type.

Examples of work item controls

Voice IM E-mail Name Description

Only appropriate controls are displayed on work items. Voice-related controls
are displayed on a voice work item. IM related controls are displayed on IM work
item.

Accept Accept the work item.
Release Release or reject the work item.
Hold Place the work item on hold.
Transfer Transfer the work item contact.
Conference Conference the work item.
Activity code Set the work item activity code.
Work item details Read work items details.

Action bar

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

Example of Action bar layout

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

Action bar commands

Icon Name Description

Customer Details View customer details.
Contact Presence Contact presence.
Initiate Contact Start a new work item.
Call Supervisor Call your supervisor.
DTMF Generate DTMF tones.

16 NN44400-114 Contact Center Agent Desktop 2 December 2010

Action bar commands

Icon Name Description

User preferences

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

Use the Audio Settings page, under the User Preferences menu, to adjust
playback and record volume and select playback and record devices, while
using the computer (softphone) to place and receive calls.

Agent Desktop User Interface

Contact Search Search for contacts.
Customer Search Search for customers.
Schedule Callback Schedule callback.
Agent Statistics Display agent statistics scroll bar.

NN44400-114 Contact Center Agent Desktop 2 December 2010 17

Agent Desktop User Interface

18 NN44400-114 Contact Center Agent Desktop 2 December 2010

Using your Agent Desktop

This chapter describes how to install and configure Avaya Aura™ Agent
Desktop.

Navigation

• Installing the Agent Desktop (page 19)

• Starting the Agent Desktop (page 20)

• Creating a shortcut to the Agent Desktop (page 21)

• Logging on to Agent Desktop when using a desktop phone (page 21)

• Logging on to Agent Desktop when using the softphone (page 22)

• Logging on to Agent Desktop of a SIP-enabled contact center (page 23)

• Changing your password (page 24)

• Muting and unmuting when using the softphone (page 25)

• Changing the audio settings for softphone (page 25)

• Configuring the audio devices for softphone (page 26)

• Changing your status to Ready (page 26)

• Changing your status to Not Ready (page 27)

• Accessing online help (page 27)

• Logging off from Agent Desktop (page 28)

Installing the Agent Desktop

Install the Agent Desktop if you are starting the application for the first time or if
you are starting the application following installation of an upgrade or a patch.

Prerequisites

• Ensure that the administrator has configured your Windows User ID in
Communication Control Toolkit (CCT) and that you have a valid user ID,
password, and domain to use with Agent Desktop.

Procedure steps

Step Action

1 In Windows Explorer or Internet Explorer, type the HTTP address (URL)

provided by your system administrator. The URL format is <Contact Center
Multimedia servername>/agentdesktop. If you do not use Multimedia

NN44400-114 Contact Center Agent Desktop 2 December 2010 19

Using your Agent Desktop

Starting the Agent Desktop

Prerequisites

functionality then the URL is <Communication Control Toolkit servername>/
agentdesktop.

2 Click Launch Agent Desktop.
3 Click Install.

--End--

Start the Agent Desktop when you are ready to open the application.

• Ensure that you install Agent Desktop. See Installing the Agent Desktop

(page 19).

• Ensure that the administrator configured your Windows User ID in
Communication Control Toolkit (CCT) and that you have a valid user ID,
password, and domain for use with Agent Desktop.

Procedure steps

Step Action

1 In Windows Explorer or Internet Explorer, enter the HTTP address (URL)

provided by your system administrator. The URL format is <Contact Center
Multimedia servername>/agentdesktop.

2 Click Launch Agent Desktop.

OR
Click Start, All Programs, Avaya, Agent Desktop.

The Agent Desktop toolbar appears. If a CCT Connection Failure message
appears stating the automatic login to CCT using you r Windows logon identity
failed, your Windows User ID is not configured on CCT. Click Retry to enter
valid User Credentials or click Cancel to exit the application.

Procedure job aid

If you log on to the Agent Desktop to handle Predictive Outbound contacts, a
delay can occur before you can log on to the required applications. If the delay
occurs after the agent logs on to Contact Center Manager Server or Contact
Center Multimedia, and before logging on to the Predictive Outbound skillset,
ensure that CPSEE Application server name is in the hosts file of the client
machine.

--End--

20 NN44400-114 Contact Center Agent Desktop 2 December 2010

Creating a shortcut to the Agent Desktop

Create a shortcut to the Agent Desktop to quickly access the application with out
manually entering the URL.

Prerequisites

• Ensure that you install Agent Desktop. See Installing the Agent Desktop

(page 19).

Procedure steps

Step Action

1 Click Start, All Programs, Avaya.
2 Right-click Agent Desktop.
3 Select Send To, Desktop (create shortcut).

--End--

Using your Agent Desktop

Logging on to Agent Desktop when using a desktop phone

Log on to the Agent Desktop after you start the Agent Deskt op application. While
you log on, you can choose between a desktop phone and a softphone based
on your usage mode. The system automatically configures your status to Not
Ready . Change your st atus to Ready to indicate that you are available to handle
all media types for which you are licensed and configured. If you are assigned
to a skillset for a particular contact type, you can receive and create contacts in
that contact type.

Procedure steps

Step Action

1 Start the Agent Desktop.
2 If you have Hot Desking enabled, type your workstation name at the prompt.
3 On the Agent Desktop Top bar, from the Status list, select Login.
4 Click the Telephony tab.
5 Select Desktop Phone from the Place and receive calls using drop-down

list.

A logon prompt does not appear. Y our logon ID is automatically filled in based
on the Communication Control Toolkit implementation for your contact center.

NN44400-114 Contact Center Agent Desktop 2 December 2010 21

Using your Agent Desktop

V ariable definitions

Description Value

ID (Multimedia) Your logon ID appears in the ID box, based on your

Password (Multimedia) Initially, for multimedia agents, your password is the same as

The system verifies your logon ID and automatically logs you on to the Agent
Desktop application.

6 If you are configured to handle Multimedia contacts (such as e-mail), in the

Multimedia tab, type your ID and Password.

7 Click Login.

The status icon changes to Not Ready.

--End--

Communication Control Toolkit configuration.

your Agent Logon ID. You must chang e your password using the
steps in Changing your password (page 24). The system verifies
your password and logs you on to the Agent Desktop application.
The Logged Out button changes to Logged In.

Logging on to Agent Desktop when using the softphone

Log on to the Agent Desktop after you start the Agent Deskt op application. While
you log on, you can choose between a desktop phone and a softphone based
on your usage mode. The system automatically configures your status to Not
Ready . Change your st atus to Ready to indicate that you are available to handle
all media types for which you are licensed and configured. If you are assigned
to a skillset for a particular contact type, you can receive and create contacts in
that contact type. Softphone login is available only in Avaya Aura™ Agent
Desktop Release 6.1.

Procedure steps

Step Action

1 Start the Agent Desktop.
2 If you have Hot Desking enabled, type your workstation name at the prompt.
3 On the Agent Desktop Top bar, from the Status list, select Login.
4 Click the Telephony tab.
5 Select My Computer from the Place and receive calls using drop-down list.
6 If your user profile is saved locally on the PC running Agent Desktop, click

Load saved profile.

22 NN44400-114 Contact Center Agent Desktop 2 December 2010

Using your Agent Desktop

7 If you create a new user profile, enter your Extension, Password, Server

Address and License Type and then click Save this profile.

8 If you are configured to handle Multimedia contacts (such as e-mail), in the

Multimedia tab, type your ID and Password.

9 Click Login.

The status icon changes to Not Ready and a My Computer (softphone)
Registered message appears on the Top Bar of the Agent Desktop. The
Registered message means that you can now place and receive calls using
your computer (softphone). Call control on th e computer (softphone) is exactly
the same as using a desktop phone.

--End--

V ariable definitions

Description Value

Extension The extension number appears in the Extension box, based on

your configuration.
Password The password for the extension.
Server Address The server address of the telephony switch.
License Type The Contact Center license type.
ID (Multimedia) Your logon ID appears in the ID box, based on your

Communication Control Toolkit configuration.
Password (Multimedia) Initially, for multimedia agents, your password is the same as

your Agent Logon ID. You must chang e your password using the

steps in Changing your password (page 24). The system verifies

your password and logs you on to the Agent Desktop application.

The Logged Out button changes to Logged In.

Logging on to Agent Desktop of a SIP-enabled contact center

Log on to the Agent Desktop after you start the Agent Desktop application. When
you log on, the system automatically configures your status to Not Ready.
Change your status to Ready to indicate that you are available to handle all
media types for which you are licensed. If you are assigned to a skillset for a
particular contact type, you can receive and cre ate contact s in that contact typ e.

Procedure steps

Step Action

1 Start the Agent Desktop.
2 On the Agent Desktop Top bar, from the Status list, select Logged Out.

NN44400-114 Contact Center Agent Desktop 2 December 2010 23

Using your Agent Desktop

V ariable definitions

Description Value

Sign-in name User name (for example, agent5001).

3 In the Enter Login details window, perform one of the following tasks:

• If your user profile is configured in Office Communicator (OC) and OC is

installed on the PC running Agent Desktop, ensure that the information in
the Sign- in name, Password, Domain, Uri, and Server name or IP fields
is correct.

• If your user profile is saved locally on the PC running Agent Desktop, click
Load saved profile.

• If you create a new user profile, enter your Sign-in name, Password,
Domain, Uri, and Server name or IP, and then click Save this profile.

4 Click OK.
5 If an OC client runs on the PC running Agent Desktop, a warning message

appears. Click Yes to close the OC client.

--End--

Password Password.
Domain The Windows domain in which the user name and password are

configured in Active Directory.

Uri The SIP URI of the Windows user (for example,

sip:[e-mail] or [e-mail]).

Server name or IP The Fully Qualified Domain Name (FQDN) of the Office

Communications Server (OCS) in the Domain (for example,
OCS_Server.mydomain.com).

Changing your password

Change your password from the default password if you are an agent who
handles multimedia contacts. The default password is the same as your Agent
Logon ID.

If you forget your password, contact your administrator who can reset your
password on the Contact Center Multimedia server.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click User Preferences.

24 NN44400-114 Contact Center Agent Desktop 2 December 2010

2 Select the Preferences tab.
3 Near the bottom of the Preferences tab, in the Password section, select

Change Password.
4 In the Current Password box, type your current password.
5 In the New Password box, type your new password. Your new password

cannot be the same as your Agent Logon ID.

6 In the Confirm Password box, retype your new password.
7 Click Save.

--End--

Muting and unmuting when using the softphone

Use the mute function when you want to prevent other parties from listening to
your conversation or to avoid the background noise during an active call.

Using your Agent Desktop

Note: The mute function is available only for the My Computer mode.

Procedure steps

Step Action

1 On an active call or during conference, perform any one of the following

actions:

• To mute the call, in the Top bar, click Mute.

The Mute button changes to Unmute, and other listeners can no longer hear

any background noise.

• To mute the call, in the Top bar, click Unmute.

The Unmute button changes to Mute, and the callers can hear you speaking.

--End--

Changing the audio settings for softphone

You can adjust the audio settings for playback and record if you are using your
computer (softphone) to place and receive calls.

Procedure steps

Step Action

NN44400-114 Contact Center Agent Desktop 2 December 2010 25

Using your Agent Desktop

Configuring the audio devices for softphone

1 On the Agent Desktop Top bar menu, click User Preferences, Audio

Settings.
2 In the Audio Settings tab, in the Volume section, adjust the Playback slider

to set the volume for all sound output through your computer speakers or

headphones.
3 Select the Mute check box below the Playback slider to eliminate any sound

output through your computer speakers or headph ones.
4 Adjust the Record slider to set the recording volume of all sound transmitted

through a microphone to your computer.
5 Select the Mute check box below the Record slider to eliminate any sound

being sent to your computer through the microphone.

--End--

You can configure the audio playback and recording hardware if you are using
your computer (softphone) to place and receive calls.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click User Preferences, Audio

Settings.
2 In the Audio Settings tab, in the Audio Devices section, select the audio

playback hardware on your local system from the Playback Device list.
3 Select the audio record hardware on your local system from the Record

Device list.

Changing your status to Ready

Change your status to Ready when you are available to create or receive
contacts.

When you change your status to Ready in a SIP-enabled Contact Center, your
Contacts Presence status automatically changes to Available.

Procedure steps

Step Action

--End--

26 NN44400-114 Contact Center Agent Desktop 2 December 2010

1 On the Agent Desktop Top bar menu, click the Status icon.
2 Select Go Ready.

Agent Desktop places you in Ready status. The status icon changes to green

and the Top bar displays the Ready status.

Changing your status to Not Ready

Change your status to Not Ready when you can create new contact s, but cannot
receive them. If your administrator configured Not Ready reasons, you can
select a reason when you change your status to Not Ready.

When you change your status to Not Ready in a SIP-enabled contact center,
your Contacts Presence status automatically changes to Do Not Disturb.

Your supervisor or administrator provides the activity codes for the Not Ready
reasons. The activity codes defined in Contact Center Manager Server appear
in the Agent Desktop list. Alphanumeric codes are available.

Using your Agent Desktop

--End--

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click the Status icon.
2 Click Go Not Ready.

Agent Desktop places you in Not Ready status. The status icon changes to

orange and the Top bar displays the Not Ready status.

Accessing online help

Access online help when you need immediate help to perform tasks. Agent
Desktop includes online help for both agents and supervisors.

Note: Pressing the F1 key will display the online help.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click the Help icon, click Show Help.

--End--

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 27

Using your Agent Desktop

Logging off from Agent Desktop

Prerequisites

Procedure steps

Log off from Agent Desktop when you are ready to exit the application.
A warning message appears asking you to confirm that you want to close the

Agent Desktop and log off.

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

Step Action

1 On the Agent Desktop Top bar menu, click the Status icon.
2 Click Log Out.

Agent Desktop logs you off. The status icon changes to red and the Top bar

displays the Logged Out status.

--End--

28 NN44400-114 Contact Center Agent Desktop 2 December 2010

Telephony

This chapter describes how to handle incoming telephone calls from customers
by using Avaya Aura™ Agent Desktop.

You can use the Agent Desktop to perform the following telephony tasks:

• Accept and decline incoming contacts.

• Enter an activity code.

• Place and release a call on hold.

• Transfer a call to another party.

• Conference a call.

• Make a call.

• End a call.

• Call a supervisor.

• Handle an emergency.
Although you can use your phone to perform cert ain t asks, A vaya recommends

that you use Agent Desktop to perform all telephony tasks, such as logging on
or off, changing your ready status, accepting or rejecting a call, placing a
customer on hold, transferring a customer , calling a su pervisor, and releasing a
call.

In a SIP-enabled contact center there are some telephony tasks that are not
available on the agent phones. You must perform the following telephony tasks
using Agent Desktop:

• Enter Activity codes

• Call a supervisor

• Observe a call (Supervisor only)

• Barge-In on a call (Supervisor only)
You can perform all other telephony tasks using Agent Desktop, or the phone.

These tasks are:

• Accept and decline incoming contacts

• Place and release a call on hold

• Transfer a call to another party

• Conference a call

• Make a call

• End a call

NN44400-114 Contact Center Agent Desktop 2 December 2010 29

Telephony

Navigation

• Enter DTMF Digits

• Accepting a call (page 30)

• Declining a call (page 31)

• Entering an activity code (page 31)

• Placing a call on hold (page 32)

• Releasing a call on hold (page 32)

• Transferring a call (page 33)

• Conferencing in another agent (page 33)

• Conferencing in a supervisor (page 34)

• Ending a call (page 34)

• Calling your supervisor (page 34)

• Making a call (page 35)

• Using DTMF digits (page 35)

• Using the Emergency key (page 36)

• Observing a call (page 36)

• Ending your observation (page 38)

• Barging in on a call (page 37)

Accepting a call

Accept and work with telephone calls. The relevant work item controls become
active and the call timer appears in the work item.

If your administrator configured your contact center to run in Force Call mode,
you must handle all contacts presented to you.

Prerequisites

• Ensure that you are in Ready state.

• Ensure that you have a skillset designated to handle telephone calls.

Procedure steps

Step Action

1 On the Agent Desktop, select the new alerting work item and click the Accept

work item control.

30 NN44400-114 Contact Center Agent Desktop 2 December 2010

Declining a call

Decline a call if you want to reject the contact and place the cont act back in the
queue. The contact is then queued to another agent and your status becomes
Not Ready. You cannot receive new incoming contacts until you change your
status to Ready.

Prerequisites

• Ensure that you are in Ready state.

• Ensure that you have a skillset designated to handle telephone calls.

Procedure steps

Step Action

1 On the Agent Desktop, select the new work item and click Reject.

Telephony

--End--

Entering an activity code

Enter one or more activity codes during your calls by using the Agent Desktop
Top work item activity in-line command. Activity codes provide a method to track
the time that agents spend on various types of calls. For exa mple, you can use
an activity code to track sales calls by entering that activity code in the Agent
Desktop during sales-related calls.

Activity codes are also used to enter Not Ready reasons. You can select Activity
Codes when you are handling a contact. You can select Not Ready codes when
your status is Not Ready.

Your supervisor or system administrator provides activity codes. You can use
alphanumeric codes. Activity codes that are defined in Contact Center Manager
Server appear on the Agent Desktop list. If a new activity code is added while
you are logged on to the Agent Desktop, you must log off the Agent Desktop and
log on again before you can select the new code from the list.

--End--

The Activity Code box appears on the W ork Item, based on your cont act center
configuration. If you launch Agent Desktop from the Contact Center Multimedia
server the Activity Code box will be populated with default values, otherwise you
must enter the Activity Codes your Administrator or Supervisor gives you.

NN44400-114 Contact Center Agent Desktop 2 December 2010 31

Telephony

Placing a call on hold

Procedure steps

Step Action

1 Select the work item.
2 Click the Activity Code work item in-line command.
3 In the Activity Code box, select or type your Activity Code.

--End--

Place a call on hold to interrupt your current call. When you want to speak to the
caller again, release the call from hold.

The contact timer on the work item changes to oran ge characters while the work
item is on hold.

Procedure steps

Step Action

1 On the work item, click Hold.

Releasing a call on hold

Release a call that you placed on hold when you want to speak to the caller
again.

Procedure steps

Step Action

1 On the work item, click Unhold.

The call is taken off hold, the status bar color changes to green.

--End--

--End--

32 NN44400-114 Contact Center Agent Desktop 2 December 2010

Transferring a call

You can transfer a call to another agent using a supervised transfer or a blind
transfer. In a supervised transfer , the call is placed on hold, and you speak to the
third party before you complete the transfer. In a blind transfer, which is the
default option, you transfer the call without speaking to the third party.

Attention: The blind transfer option on Agent Desktop toolbar is greyed out in
a SIP-enabled contact center. However you can complete the transfer before
the third party answers the call (perform a blind transfer) using the ste ps in this
procedure.

Attention: If you are transferring a call to a voice mail system, you must
ensure that the correct DTMF tones are transferred to the voice mail system.

Procedure steps

Step Action

1 On the work item, click Transfer.
2 In the Transfer window, Supervised Transfer is automatically selected.
3 In the Number to Transfer box, type the number to which you want to transfer

Telephony

the call.

The active call is placed on hold and a call is placed to the third party. While

you speak with the third party , the Transfer and Hold buttons on the phone both

flash to indicate that you have a customer on hold and that you must complete

the transfer.

4 Before the third party answers the call, click OK.

The call is transferred to the third party and is dropped from your phone.

Conferencing in another agent

Conference in another agent if you want to speak to your customer and another
agent.

Procedure steps

Step Action

1 On the work item, click Conference to place the customer on hold and open

the Conference window.
2 In the Conference window, in the Number box, type the number o f the agent

to conference into the call.

--End--

3 Click OK to begin the conference.

NN44400-114 Contact Center Agent Desktop 2 December 2010 33

Telephony

Conferencing in a supervisor

4 Speak with the agent, if necessary, before you conference in the customer.
5 Click Conference again to take the customer off hold and conference in the

customer and the other agent.

--End--

Conference in a supervisor if you want to speak to your customer and your
supervisor.

Procedure steps

Step Action

1 On the Agent Desktop Action bar menu, click Supervisor to place the

customer on hold and conference in your supervisor.

2 Speak to your supervisor, if necessary , before you conference in the customer.

Ending a call

Procedure steps

3 Click Conference again to take the customer off hold and conference in the

customer and your supervisor.

--End--

End a call when a call is completed. If you were in Ready status before the call,
you automatically return to Ready when you terminate the call. If you require
time to perform call wrap-up tasks before you accept another call, change your
status to Not Ready and enter a Not Ready Reason Code in the Code field of
the Top bar. Not Ready Reason codes are defined by the administrator.

Step Action

1 On the work item, click Release.

--End--

Calling your supervisor

You can call your supervisor if you are not currently handling a call.

34 NN44400-114 Contact Center Agent Desktop 2 December 2010

Procedure steps

Making a call

Telephony

To call a supervisor when you are on a call, see Conferencing in a supervisor

(page 34).

Step Action

1 On the Agent Desktop Action bar menu, click Supervisor.

--End--

Make a call using Agent Desktop. Ensure that you follow the steps based on the
type of phone number you want to call:

• the default phone number

• a new external phone number

• a new internal phone number

Procedure steps

Step Action

1 On the Agent Desktop Action bar menu, click Initiate Call.
2 In the text box to the left of Initiate Call, enter the phone number to dial.
3 Click Initiate Call again.

4 Click Release when you complete the call.
5 If required by your supervisor , enter an activity code in the Activity Code box,

Using DTMF digits

Use the Dual-tone Multifrequency feature (DTMF) if, during a call, you must
navigate through a contact center menu or dial numbers to access voice
messages.

The phone number is dialed. A new work item is added to the work list and the

call timer on the work items starts to increment.

and then press Enter.

--End--

Procedure steps

Step Action

NN44400-114 Contact Center Agent Desktop 2 December 2010 35

Telephony

Using the Emergency key

1 On the Agent Desktop Action bar menu toolbar, click the DTMF option.
2 Enter the numbers on the keypad that appears.

--End--

Use the Emergency key if you require immediate assistance from your
supervisor while handling a call. For example, if you talk to a customer who
suddenly threatens you, you may want to add your supervisor to the call
immediately . The caller is not placed on hold when the supervisor is conferenced
in an emergency.

Attention: Emergency key is not supported in SIP-enabled contact centers.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click Emergency.

Observing a call

Observe a call when a supervisor or agent-supervisor wants to liste n in on a call.
In a SIP-enabled contact center , both the observe and barge-in functions can be
used to listen in on a call. When using the observe function, the supervisor or
agent-supervisor can listen to a call without being heard. When using the
barge-in function, the supervisor or agent-supervisor can participate in a call
between the agent and the customer.

The agent or customer on the call cannot hear the supervisor join or leave the
call. The supervisor or agent-supervisor actions do not affect the or iginal call or
the normal connect and disconnect actions of the agent and customer
conversation.

An agent-supervisor can handle calls and be a supervisor to other agents. Only
one supervisor at a time can observe a call, and the supervisor can observe only
one call at a time.

Your supe rvisor is added to the call immediately an d conferenced in with both

you and the customer.

--End--

36 NN44400-114 Contact Center Agent Desktop 2 December 2010

Prerequisites

• Ensure that your contact center is SIP-enabled.

• Ensure that you log on to Agent Desktop.

• Ensure that you have either supervisor or agent-supervisor privileges.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click Observe.

In the Assigned Agents box, the green circle indicate s the assigned agents that

are ready to receive calls, and the red circle indicates the assign ed agents that

are not ready to receive calls.

2 In the Supervisor Control dialog box, under Curr ent Agent Cont act s, select

the call that you want to observe.

3 Click Observe.

Telephony

4 Accept the call ringing on your Agent Desktop.

Barging in on a call

Barge in on a call if you are observing a call that needs immediate supervisor
attention. When using the barge-in function, the supervisor or agent-supervisor
can participate in a call between the agent and the customer.

The agent or customer on the call cannot hear the supervisor join or leave the
call. The supervisor or agent-supervisor actions do not affect the or iginal call or
the normal connect and disconnect actions of the agent and customer
conversation.

Procedure steps

Step Action

1 In the Supervisor Control dialog box, click Barge-In.

A new call is presented on the Agent Desktop

is not a Contact Center call, so the agent does not need to be ready. The call

connects the supervisor or agent-supervisor to the selected Agent call.

--End--

of the supervisor. The new call

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 37

Telephony

Ending your observation

End your observation when you no longer need to observe the agent and
customer conversation. The agent and the customer on the call cannot hear the
supervisor join or leave the call. The supervisor or agent-supervisor actions do
not affect the original call or the normal connect and disconnect actions of the
agent and customer conversation.

Procedure steps

Step Action

1 On the work item, click Release.

--End--

38 NN44400-114 Contact Center Agent Desktop 2 December 2010

Outbound calls and callbacks

This chapter describes how to handle outbound calls and callbacks by using
Avaya Aura™ Agent Desktop.

The campaign administrator creates Outbound campaigns. When a campaign
runs, the system pushes outbound contacts to your desktop in the same way that
the system presents voice or multimedia contacts. When you accept an
outbound contact, you are actively working on a call.

When you accept an outbound contact, the Agent Desktop displays the
customer information and any other information related to the campaign. Some
campaigns include a script for you to follow during the call.

If the campaign administrator selects manual agent dial, you can call the
customer after you review the customer and campaign information. If the
campaign administrator selects autodial, the system automatically places the
call for you after a defined number of seconds.

You use the Agent Desktop interface to handle an outbound call:

• Accept the incoming contact.

• Review and update customer information.

Navigation

• Follow a script.

• Assign a disposition code.
You can also use the Agent Desktop to create a callback. Both customers and

agents can create scheduled callbacks. If your Contact Center is licensed for
Web communications, a customer can request a call from an agent through a
Customer Interface Web site. From the Web site, the customer can specify the
reason they are requesting the callback, as well as a date and time for the call.

An agent can schedule a callback to a customer using the Schedule Callback
button. The Schedule Callback feature is available only if your Contact Center is
licensed for outbound contacts. However , a scheduled callback is not associated
with an outbound campaign.

At the specified date and time, Agent Desktop presents the cont act to an age nt
with the appropriate skillsets. To perform a callback, an agent must be assigned
a skillset to handle outbound contacts.

• Accepting an outbound contact (page 40)

• Declining an outbound contact (page 41)

NN44400-114 Contact Center Agent Desktop 2 December 2010 39

Outbound calls and callbacks

• Placing an outbound call (page 41)

• Using a script (page 42)

• Recording the result (page 42)

• Ending the call (page 43)

• Scheduling a callback (page 43)

• Calling the customer (page 44)

Accepting an outbound contact

Use the Agent Desktop interface to accept and handle outbound campaigns one
call at a time.

Your outbound administrator can configure the outbound calls to be made
immediately after you accept a call, specify a number of seconds before the ca ll
is placed, or enable the agent to make the call.

By using the Contact Center Manager Administration, an administrator can
configure the Agent Desktop to give visual and audible alerts when a cont act is
presented. For more information about these features, see Avaya Aura™
Contact Center Server Administration (NN44400-610).

Prerequisites

• Ensure that you are in Ready state.

• Ensure that you have a skillset to handle outbound contacts.

Procedure steps

Step Action

1 On the Agent Desktop work item, click Accept.

When you accept an incoming contact, you connect to the customer. The

Agent Desktop expands to show the customer details and the defined script for

the call, the call is dialed according to the settings in the outbound campaign,

and the call timer appears on the status bar .

--End--

40 NN44400-114 Contact Center Agent Desktop 2 December 2010

Declining an outbound contact

You can decline an outbound contact if you are unavailable to accept a call.
Change your status to Not Ready if you are unavailable to handle contacts.

Procedure steps

Step Action

1 On theAgent Desktop work item, click Reject.

Placing an outbound call

Place an outbound call by accepting or opening an outbound contact. You can
then review the customer details and outbound contact script. Your outbound
administrator can configure the outbound calls to be made immediately after you
accept a call, or specify a number of seconds before the call is placed.

Outbound calls and callbacks

--End--

After you accept or open an outbound contact, you can call the customer and
perform the following tasks:

• Verify customer information. After you successfully place the call, confirm
that you have reached the correct customer by reviewing the contact
information with the customer.

• Follow the script or complete the questionnaire, if applicable.

• Complete the call and assign a disposition code, schedule a callback if
required, enter any applicable notes, and save the call results.

Prerequisites

• Understand how to use a script.

• Understand how to record the result of a call.

Procedure steps

Step Action

1 On the Agent Desktop Action bar menu, click Initiate.
2 In the Enter Destination window, click OK to dial the default customer

telephone number.

3 If you can speak with the customer, proceed with the call by using a script, if

applicable.

4 If you cannot speak with the customer, record the result of the call to update

the contact with the appropriate disposit ion code, reschedule the call, and add
any applicable notes.

NN44400-114 Contact Center Agent Desktop 2 December 2010 41

Outbound calls and callbacks

5 Verify the customer information and update any customer contact fields

Using a script

Use a script if the campaign administrator assigned an agent script to the
outbound campaign. The content of your script depends on the campaign. The
script can contain an introduction, a conclusion, and a number of questions or
suggested phrases. As you progress through the script with the customer, you
can record your answers or comments directly on the Script Qu estions tab. The
customer responses are saved automatically.

Attention: If the campaign administrator did not assign an agent script to the
outbound campaign, the Script Questions tab does not appear.

required.

--End--

Procedure steps

Step Action

1 On the Agent Desktop, click the Script Questions tab.
2 Read the introduction to the customer.
3 Read each question in the script to the customer.
4 Record the customer responses by using one of the thre e methods defined on

the Script Questions tab (the customer responses are saved automatically):

• Select an option from the list. Depending on the outbound campai gn, you

• Select an option.

• Type the customer comments in a text box.

5 To disconnect from the call, click Release.

Recording the result

Record the result of a call by selecting a disposition code at the end of each
outbound call. The campaign administrator defines disposition codes to use for
each campaign. The disposition codes can be different in every campaign.

can read the options to your customer to select the appropriate response.

--End--

42 NN44400-114 Contact Center Agent Desktop 2 December 2010

Some disposition codes indicate that the call was completed (for example, Not
Interested or Sale Made), while other disposition codes indicate that the call was
not completed (for example, No Answer or Number Busy). If the call was not
completed, or the customer requested a callback, you can schedule a callback.

Procedure steps

Step Action

1 Click the Disposition codes tab.
2 Select the disposition code that most accurately reflects the result of your call.

Ending the call

End the call after you verify the customer details, answer all of the questions in
the script, and record a disposition code.

Outbound calls and callbacks

--End--

If the disposition code is configured to do so, the script questions and answers
are saved in the multimedia database. Contact your supervisor or administrator
for more information about which disposition codes to select.

If the call is incomplete, or the customer requests a callback, you can schedule
a callback.

Procedure steps

Step Action

1 Click Finish.

Scheduling a callback

Schedule a callback if you made a call from your desktop and the customer was
not available. You can also schedule a callback in response to an e-mail
message or telephone request from a customer . A scheduled callback outbound
contact is not pegged against an outbound campaign.

--End--

Prerequisites

• Ensure that you are not working on another contact.

• Ensure that your telephony toolbar is open.

NN44400-114 Contact Center Agent Desktop 2 December 2010 43

Outbound calls and callbacks

• Identify a customer for a scheduled callback.

Procedure steps

Step Action

1 Click Schedule Callback.
2 In the Schedule Callback window, select a skillset from the list to direct the

3 Select either an active agent for the call, or choose a specific agent from a list

4 In the Subject box, type a subject for the callback.
5 In the Time box, select the time to perform the callback.
6 In the Date box, select the date to perform the callback.
7 In the Reason box, type additional information about the contact or the

8 Click Send.

contact to the most appropriate agent skills.

of all agents.

customer. Only agents and supervisors can view the information in the
Reason box.

The scheduled callback is entered into the d atabase, rea dy to be routed wh en
the selected date and time occurs.

Calling the customer

Call a customer when you need to manually place a call. With an outbound
campaign contact, your administrator can configure the call to be automatically
dialed when you accept the contact. A scheduled callback contact cannot be
configured to be dialed automatically . You must manually place the call after you
review the contact information.

Prerequisites

• Ensure that you are assigned to an outbound skillset.

Procedure steps

Step Action

1 When the contact is presented to your desktop, click Accept.
2 On the Agent Desktop Action bar menu, click Originate Call to dial the default

customer telephone number as displayed in the text box to the left of the

Originate Call button.

--End--

3 In the Enter Destination dialog box, click OK to dial the default customer

telephone number.

44 NN44400-114 Contact Center Agent Desktop 2 December 2010

Outbound calls and callbacks

4 When you complete the call, click Release.
5 If required by your supervisor , enter an activity code in the Activity Code box,

and then press Enter.

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 45

Outbound calls and callbacks

46 NN44400-114 Contact Center Agent Desktop 2 December 2010

Predictive Outbound

This chapter describes how to handle Predictive Outbound contacts by using
Avaya Aura™ Agent Desktop.

Administrators create Outbound campaigns using the customer database,
custom scripts, and Predictive Outbound settings that determine how calls are
presented to agents with Predictive skillsets. Based on how the Administrator
configures the campaign, calls can be dialed by the system or by the agent and
presented to the agent automatically or with time for the agent to preview the
contact.

The Predictive Outbound feature requires additional hardware and software.
You can use the Predictive Outbound features to perform the following

telephone tasks:

• Accept incoming contacts.

• Cancel incoming contacts.

• Place a call on hold.

• Transfer a call to another party.

• Transfer a contact to another agent, skillset or work session.

• Conference a contact (call and data).

• End a contact (call and data).

• Schedule a callback.

There are five dialing options in Predictive Outbound for delivering contacts to
the Agent Desktop. The dialing option used is determined by the Administrator
during configuration of the campaign that is routing the contact to the Agent
Desktop. The five dialing options are as follows:

• Predictive: Contact Center sends a record to the dialer for automatic
outbound processing. The contact is displayed on the Agent Desktop and the
customer simultaneously receives the call. The agent cannot cancel the
contact or dial the number.

• Paced: Contact Center presents a record to the agent for review while the
customer is being dialed. The agent cannot cancel the contact or dial the
number.

• Preview: Contact Center presents a record to the agent for review. After a
configured period of time passes, the system dials the default number for th e
customer. Before this period of time passes, the agent can cancel the
contact or manually dial the number.

NN44400-114 Contact Center Agent Desktop 2 December 2010 47

Predictive Outbound

Prerequisites for Predictive Outbound

• Progressive: Similar to the Predictive dialing option, Contact Center sends a
record to the dialer for automatic outbound processing. The contact is
displayed on the Agent Desktop and the customer simultaneously receives
the call. The agent cannot cancel the contact or dial the number. Unlike the
Predictive dialing option, Contact Center prevents the number of calls in
progress from exceeding the number of idle agents.

• Manual: Contact Center presents a record to the agent for review. No time
limit is given. The agent can cancel the contact or manually dial the number.
This dialing option is manual.

Attention: Do not perform telephony tasks by using a mixture of steps on your
telephone and the telephony toolbar. For example, do not place a call on hold
using your telephone and then retrieve the call by clicking Unhold on the
toolbar.

• Y ou must have the hardware and sof tware required to configure and use the
Predictive Outbound feature.

Navigation

• You must have configured agents with Predictive skillsets.

• If Microsoft Internet Explorer Enhanced Security is enabled on your
computer, you must add the Predictive Outbound application server to your
list of trusted sites.

• Changing to Ready status (page 49)

• Changing to Not Ready status (page 50)

• Changing to Not Ready status when on a contact (page 51)

• Handling a Predictive or Progressive call (page 51)

• Handling a Paced call (page 52)

• Handling a Preview call (page 52)

• Handling a manual call (page 53)

• Cancelling a call (page 53)

• Transferring a call (page 54)

• Conferencing in another agent (page 56)

• Hanging-up and leaving a conference call (page 57)

• Ending a contact (page 58)

• Originating a call (page 59)

• Scheduling a callback (page 59)

48 NN44400-114 Contact Center Agent Desktop 2 December 2010

• Handling a standard callback call (page 61)

Changing to Ready status

Change to Ready status after you log on to Agent Desktop or any time you are
ready to accept contacts.

Procedure steps

Step Action

1 From the Agent Desktop application, click the status drop do wn icon .
2 Click Go Ready.

The agent status changes to Ready.

Procedure job aid

Predictive Outbound

--End--

Predictive Outbound statuses

Predictive Outbound status Description Actions Allowed

Not Ready The agent cannot receive contacts.

This is the initial status following
agent logon.

Ready The agent can receive a contact. Click Not Ready.

Talking The agent is connected to a contact. Click Transfer, Conference, Hold,

Preview The agent has received a contact on

the Agent Desktop and is previewing
the contact before dialing, canceling,
or receiving the contact.

Preview(Paced) The agent has received a contact on

the Agent Desktop and is previewing
the contact before the system
automatically connects the call.

Preview(Manual) The agent has received a contact on

the Agent Desktop and is previewing
the contact before dialing or
canceling.

Click Ready.
Log off Agent Desktop.

Log off Agent Desktop.

Consult, Not Ready (pending),
Callback, Disposition, or Hangup.

Dial the contact’s phone number.
Cancel the contact.
Receive the call when the timer

expires.
None.

Dial the contact’s phone number.
Cancel the contact.

NN44400-114 Contact Center Agent Desktop 2 December 2010 49

Predictive Outbound

Predictive Outbound statuses

Predictive Outbound status Description Actions Allowed

Preview Callback The agent has received a callback

contact on the Agent Desktop and is
previewing the contact before
dialing, canceling, or receiving the
contact.

Preview Callback(Manual) The agent has received a callback

contact on the Agent Desktop and is
previewing the contact before dialing
or canceling.

Wrapup This status appears if:

- the agent hangs up on the contact

- the contact hangs up on the agent

- the DN disconnects

Talk Customer Hold The agent is consulting with another

agent while the customer is on hold.

Voice Only The agent is being consulted. Click Leave Conference or Hold.
Conferenced(Owner) The agent is consulting with another

agent and a customer.

Dial the contact’s phone number.
Cancel the contact.
Receive the call when the timer

expires.
Dial the contact’s phone number.
Cancel the contact.

Click Disposition, Originate,
Callback, Not Ready (pending),
or Hangup (if a secondary call is
connected).

Click Hangup, Callback, Not
Ready (pending), Transfer, or
Conference.

Click Leave Conference,
Disposition, Hold, or Not Ready
(pending).

Conferenced(Passive) The agent is being consulted by

another agent and a customer.

ConferencedExt(Owner) The agent is consulting with an

external party outside the Contact
Center and a customer.

Changing to Not Ready status

Change to Not Ready status to indicate that you are not ready to accept
contacts.

Prerequisites

• Ensure that you have no active contact.

Procedure steps

Step Action

1 From the Agent Desktop application, click the status drop do wn icon .

Click Hangup or Hold.

Click Leave Conference,
Disposition, Hold, or Not Ready
(pending).

50 NN44400-114 Contact Center Agent Desktop 2 December 2010

2 Click Go Not Ready.

The agent status changes to Not Ready.

--End--

Changing to Not Ready status when on a contact

Change to Not Ready status while still on a contact to indicate that you will not
be ready to accept contacts when the current contact is completed.

Prerequisites

• Ensure that you have an active contact.

Procedure steps

Step Action

1 From the Agent Desktop application, click the status drop do wn icon .

Predictive Outbound

2 Click Go Not Ready.

The button changes to Not Ready and pending not ready appears in title bar.
The agent status change remains pending and does no t change to Not Ready
until the current contact ends.

--End--

Handling a Predictive or Progressive call

Handling a Predictive or Progressive call involves the same procedure for the
agent. However, the Administrator can use Progressive calls to prevent the
system from dialing calls that exceed the number of Idle agents.

Predictive and Progressive calls are delivered to your Agent Desktop
automatically. The customer is on the line and the customer details and call
script appear on your Agent Desktop.

Prerequisites

• Ensure that you are in Ready status.

Procedure steps

Step Action

1 Respond to the call when it is presented to you.

Your agent status is Talking.

NN44400-114 Contact Center Agent Desktop 2 December 2010 51

Predictive Outbound

Handling a Paced call

Prerequisites

Procedure steps

--End--

Handling a paced call enables you to preview a call while it is being dialed by the
system. You cannot cancel the call or dial the customer’s phone number.

• Ensure that you are in Ready status.

Step Action

1 Preview the Customer Details and the call script that appear on the Agent

Desktop.

Your agent status is Preview(Paced).

2 Respond to the call when it is presented to you.

Your agent status is Talking.

Handling a Preview call

Handling a Preview call enables you to preview a call before you or the system
dials the customer’s phone number. You have a predefined time period to
preview the contact. Before this time period expires, you can dial the customer’s
phone number or cancel the contact. When the Preview time period expires, the
system dials the customer and presents the call to you.

Prerequisites

• Ensure that you are in Ready status.

Procedure steps

Step Action

1 Preview the customer details and the call script that appears on the Agent

Desktop.

Your agent status is Preview. The Preview time period begins to time down
and the Time Remaining is displayed in the Preview Contact dialog box.

--End--

2 Choose one of the following actions:

52 NN44400-114 Contact Center Agent Desktop 2 December 2010

• Select one of the customer phone numbers that appears in the Preview

• Click Cancel to cancel the contact.

• Respond to the call when the Preview time period expires and the system

If you or the system dials the customer, your agent status is Talking. If you
Cancel the contact, your agent status is Ready.

Handling a manual call

Handle a manual call using a procedure similar to handling a Preview call.
However, a manual call is ha ndled through the phone switch and not through the
Predictive Outbound features.

Predictive Outbound

Contact dialog box, and click Dial to call the customer.

automatically presents the call to you.

--End--

Prerequisites

• Ensure that you are in Ready status.

Procedure steps

Step Action

1 Preview the customer details and the call script that appears on the Agent

Desktop.

Your agent status is Preview(Manual).

2 Choose one of the following actions:

• Select one of the customer phone numbers that appears in the Preview

• Click Cancel to cancel the contact.

If you dial the customer, your agent st atus is T alking. If you Cancel the cont act,
your agent status is Ready.

Contact dialog box, and click Dial to call the customer.

--End--

Cancelling a call

Cancel a call if you want to reject a contact and place the contact back in the
queue.

NN44400-114 Contact Center Agent Desktop 2 December 2010 53

Predictive Outbound

Prerequisites

Procedure steps

You can cancel only Preview or manual Predictive Outbound calls.

• Ensure that you are in Ready status.

• Ensure that you have a Predictive skillset designated for handling telephone
calls.

Step Action

1 Preview the customer details and the call script that appears on the Agent

Desktop.

Your agent status is Preview or Preview(Manual).

2 In the Preview Contact dialog box, click Cancel.

The contact is returned to the queue.

--End--

Transferring a call

You can transfer a call to another agent in your Contact Center. Transferring a
call requires several steps, particularly if the agent to whom you want to transfer
a call is not in Ready status when the initial request is made. When you select
an agent (or skillset, work session, or phone) and click Consult, a request to
connect to the agent is generated. Following the request, one of the following
occurs.

• If the requested agent is not logged on, the consult attempt fails immediately .
The originating agent can try to transfer the call to another agent or can click
Close to cancel the request.

• If the requested agent is logged on, but not in Ready status, the consult
attempt fails immediately. The originating agent can try to transfer the call to
another agent or can click Close to cancel the request.

• If the requested agent is logged on, but not in Ready status, and does not
become available after 60 seconds, the request times out. The originating
agent can try to transfer the call to another agent or can click Close to cancel
the request.

• At any time while the request is being made, the originating agent can click
Cancel to cancel the request. All other buttons on the T ransfer dialog box are
disabled while the request is being made.

54 NN44400-114 Contact Center Agent Desktop 2 December 2010

An agent with Predictive Outbound skillsets can encounter the following
scenarios during a call transfer:

• If an agent in a Predictive Outbound skillset performs a supervised transfer
to an invalid or busy phone number , the agent hears a busy signal. To avoid
a call disconnect, the agent must not complete the transfer if there is a busy
signal. The agent must confirm that the third party is available before a
transfer completion.

Prerequisites

• Ensure that the agent to which you want to transfer a call has a Predictive
skillset and they are in Ready status.

Procedure steps

Step Action

1 On the Agent Desktop Predictive Outbound Voice Path work item, click

Transfer.

2 In the Transfer dialog box, select whether to transfer the call by Skillset,

Agent, Work Session, or Phone number, and then select the party to whom

you want to transfer the call from the updated list of available options.

OR
Type a phone number in the Number to Dial field.

Predictive Outbound

Attention: In manual mode, if you press the Transfer/Conference buttons on the

phone, the Transfer/Confere nce dialog box does not appear on Agent Desktop as it
does for other modes of predictive outbound.

3 Click Consult.

If the requested agent is available, Consult changes to Transfer. A voice
connection is established between the originating agent and the consulted
agent. The customer is placed on Hold. The originating agent’s status is Talk
Customer Hold. The consulted agent’s status is Voice Only.

4 Speak to the consulted agent an d provide any information needed before

completing the transfer.

5 Click Transfer.

The transfer is completed. If the call is transferred to another agent, the
originating agent is in Ready status and the consulted agent is in Talking
status. If the call is transferred to an external party, the originating agent is in
Wrapup status.

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 55

Predictive Outbound

Conferencing in another agent

You can conference in another agent in your Contact Center. Conferencing in
another agent involves several steps, particularly if the agent you want to
conference in is not in Ready status when you make the initial request. When
you select an agent (or skillset, work session, or phone) and click Consult, a
request to connect to the agent is generated. Following the request, one of the
following occurs.

• If the requested agent is not logged on, the consult attempt fails immediately .
The originating agent can try to conference in another agent or can click
Close to cancel the request.

• If the requested agent is logged on, but not in Ready status, the consult
attempt fails immediately. The originating agent can try to conference in
another agent or can click Close to cancel the request. The originating agent
can add the customer to the call and begin the conference by clicking the
Conference button. The originating agent’s status is Conferenced(Owner).
The consulted agent’s status is Conferenced(Passive).

• If the requested agent is logged on, but not in Ready status, and does not
become available after 60 seconds, the request times out. The originating
agent can try to conference in another agent or can click Close to cancel the
request.

• At any time while the request is made, the originating agent can click Cancel
to cancel the request. All other buttons on the Conference dialog box are
disabled while the request is being made.

If an agent in a predictive outbound skillset initiates a conference call to an
invalid or busy phone number, the agent hears a busy signal. To avoid a call
disconnect, the agent must not complete a conference call if there is a busy
signal. The agent must confirm that the third party is available before completing
a conference call.

Prerequisites

• Ensure that the agent you want to conference in has a Predictive skillset and
they are in Ready status.

Procedure steps

Step Action

1 On the Agent Desktop work item, click Conference.
2 In the Conference dialog box, select whether you conference to an agent by

Skillset, Agent, Work Session, or Phone number, and then select the party

you want to conference in from the updated list of available options.

OR
Type a phone number in the Number to Dial field.

56 NN44400-114 Contact Center Agent Desktop 2 December 2010

Predictive Outbound

Attention: In manual mode, if you press the Transfer/Conference buttons on the

phone, the Transfer/Conference dialog box will not appear on Agent Desktop as it does
for other modes of predictive outbound.

3 Click Consult.

If the requested agent is available, Consult changes to Conference. A voice
connection is established between the originating agent and the consulted
agent. The customer is placed on Hold. The originating agent’s status is Talk
Customer Hold. The consulted agent’s status is Voice Only.

4 Speak to the consulted agent an d provide any information needed before

adding the customer to the conference call.

5 Click Conference.

The conference call is active. The originating agent is in Talking status. The
consulted agent is in Talking status.

--End--

Hanging-up and leaving a conference call

Hangup on a call with the customer, and depending on the call and agent state,
leave a conference call with another agent.

Procedure steps

Step Action

1 On the Agent Desktop Predictive Outbound voice path work item, click hang

up/leave conference.

Hang up and Leave Conference disconnects the agent from the call.

--End--

Procedure job aid

Options when ending a call

Predictive Outbound status Result when hangup is clicked

Talking The agent is disconnected from the customer and enters Wrapup

status.
Wrapup
(available if a second call is

connected)

The call is disconnected.

NN44400-114 Contact Center Agent Desktop 2 December 2010 57

Predictive Outbound

Options when ending a call

Predictive Outbound status Result when hangup is clicked

Talk Customer Hold
(available for an agent who initiated

a consultation and placed the
customer on Hold)

Voice Only
(available for an agent being

consulted)
Conferenced(Passive)
(available for an agent that has

been conferenced)
Conferenced(Owner) The agent is disconnected from both parties and the control of the

ConferencedExt(Owner) (available
for an agent that initiated a
conference)

The agent being consulted is disconnected. The remaining agent is

reconnected with the customer and returns to Talking status.

The agent being consulted is disconnected and returns to Ready

status. The remaining agent remains connected with the customer.

The agent being consulted is disconnected. The remaining agent

remains connected with the customer.

call is passed to the other conferenced agen t.

The agent is disconnected from the external party and the customer.

They still must disposition the contact.

Ending a contact

End a contact with the customer.

Procedure steps

Step Action

1 On the Agent Desktop Predictive Outbound Voice Path work item, click

2 Select a disposition code from the Disposition Codes dialog.
3 Click OK.

Disposition Contact.

Hangup and Leave Conference disconnects the agent from the call.

If the customer call is still connected both the contact and the customer call are
disconnected.

--End--

58 NN44400-114 Contact Center Agent Desktop 2 December 2010

Procedure job aid

Options when ending a call

Predictive Outbound status Result when hangup is clicked

Talking The Disposition Codes dialog box appears.
Wrapup The Disposition Codes dialog box appears.
Conferenced(Owner) The Disposition Codes dialog box appears.
ConferencedExt(Owner) The Disposition Codes dialog box appears.

Originating a call

You can originate a call to a customer when you are in Wrapup status.

Prerequisites

• Ensure that you are in Wrapup status.

Predictive Outbound

Procedure steps

Step Action

1 Click Initiate a Call.
2 Select one of the customer phone numbers in the Select Destination box.

OR
Manually type a phone number in the Number To Dial box.

3 Click Dial.

Scheduling a callback

Schedule a callback when you want to arrange a callback with a customer fo r a
future date or time.

Prerequisites

• Ensure that you have a Predictive skillset designated to handle telephone
calls.

--End--

Procedure steps

Step Action

NN44400-114 Contact Center Agent Desktop 2 December 2010 59

Predictive Outbound

Procedure job aid

1 Click Schedule Callback.
2 In the Schedule Callback window, select a Date and Time for the callback.
3 Select whether the time for the callback is based on the Agent Local T ime or

the Customer Time.

4 Select one of the customer phone numbers in the Phone list

OR

Manually type a phone number in the Number box.
5 Select the Type of callback.
6 Select an Agent for the callback.
7 Type a note in the Memo box, if applicable to the callback.
8 Click OK.

--End--

Schedule Callback fields

Field Descriptions

Date Date for the scheduled callback.
Time Time for the scheduled callback.

The default for the scheduled callback is the
current contact center time plus 20 minutes.

Agent Local Time
or
Customer Time

Number Manual phone number to use for the callback. If a

Phone List of available phone numbers for the customer.

The location where the Date and Time apply.
Select Agent Local Time to use the Date and Time

of the contact center for the callback.
Select Customer Time to use the Date and Time of

the customer’s location for the callback.

manually entered phone number is in the Number
field, it is used instead of a phone number in the
phone list.

To use a select number in the phone list, ensure
that the Number field is empty.

60 NN44400-114 Contact Center Agent Desktop 2 December 2010

Predictive Outbound

Schedule Callback fields

Field Descriptions

Type Type of callback or Predictive Outbound campaign.

The type selected determines the Agent and Team
names that you can select. The callback types are:

• Standard: The callback goes to any available
agent in the original Predictive Outbound
campaign type.

• Personal: The callback goes to the agent
scheduling the callback, regardless of the
Predictive Outbound campaign type or Team
assigned.

• Enterprise Campaign: The callback goes to the
next available agent, if the agent scheduling
the callback is not available.

• Private Campaign: The callback goes to the
agent scheduling the callback.

• Enterprise Team: The callback goes to the
next available agent in the assigned team.

Agent Agent for the callback. The team selected

Team Team for the callback. The type of callback

Memo Memo text entered by the agent scheduling the

Handling a standard callback call

Handling a Standard callback call is similar to handling a normal call in each
mode of predictive (Manual, Paced, Preview, Progressive and Predictive) apart
from memo text. A contact is presented to an agent as a result of a scheduled
St a ndard callback type.

A Standard callback call is automatically delivered to your Agent Desktop. The
customer details and call script, including any memo notes entered when the
scheduled callback was created, appear on your Agent Desktop.

• Private Team: The callback waits for the agent
scheduling the callback to be assigned to the
team.

determines the agent names that can be selected.

determines the Team names that can be selected.

callback will appear at the bottom of the call script
when the callback contact is presented to an agent.

NN44400-114 Contact Center Agent Desktop 2 December 2010 61

Predictive Outbound

Prerequisites

Procedure steps

Handling a non-standard callback call

You can preview or cancel or dial the customer's phone number if the contact
presented to the agent is a Preview or manual contact.

• Ensure that you are in Ready status.

• The work session on CPSEE Application server is active.

Step Action

1 Respond to the call when it is presented to you.

Your agent status is Talking.

--End--

Handling a non-St andard callback call is similar to handling a Preview call for the
agent. A contact is presented to an agent as a result of a scheduled callback of
any of the following types:

• Personal

• Enterprise campaign

• Private campaign

• Enterprise team

• Private team
For any of these callback call types you can preview a call before you or the

system dials the customer’s phone number. You are given a predefined time
period to preview the contact. Before this time period expires, you can dial the
customer’s phone number or cancel the contact. When the Preview time period
expires, the system dials the customer and presents the call to you.

Prerequisites

• Ensure that you are in Ready status.

Procedure steps

Step Action

1 Preview the customer details and the call script that appears on the Agent

Desktop.

Your agen t status is Preview Callback. The Preview time pe riod begins to time
down and the Time Remaining is displayed in the Preview Contact dialog box.

62 NN44400-114 Contact Center Agent Desktop 2 December 2010

2 Choose one of the following actions:

• Select one of the customer phone numbers that appears in the Preview
Contact dialog box, and click Dial to call the customer.

• Click Cancel to cancel the contact.

• Respond to the call when the Preview time period expires and the system

automatically presents the call to you.

If you or the system dials the customer, your agent status is Talking. If you
Cancel the contact, your agent status is Ready.

--End--

Predictive Outbound

NN44400-114 Contact Center Agent Desktop 2 December 2010 63

Predictive Outbound

64 NN44400-114 Contact Center Agent Desktop 2 December 2010

E-mail

This chapter describes how to perform e-mail tasks by using the Avaya Aura™
Agent Desktop:

• Accept the incoming e-mail contact.

• Review and update customer information.

• Send a reply.

• Add an attachment.

• Insert a template or autosignature.

• Forward an e-mail message.

• Finish an e-mail message.

• Spell check an e-mail message.
You can also use Agent Desktop to create a new e-mail message.

Example of e-mail toolbar

The Agent Desktop e-mail editor offers improved e-mail editing, formatting
feature buttons and management in HTML-format e-mail messages. The feature
buttons are added to the bottom of the e-mail toolbar.

• Undo (Ctrl+z)

• Text font

•Text style

• Color text

• Bold text

• Italic text

• text indent

• Underlined text

• Highlighted text

NN44400-114 Contact Center Agent Desktop 2 December 2010 65

E-mail

• Horizontal line-rule support

• Insert image links

• Insert hyperlink

• Text justification

• Numbered lists

• Bulleted lists
These formatting and additional insertion buttons are only displayed on the

e-mail editor toolbar when HTML format e-mail is selected. Plain text format
e-mail do not support text formatting.

Blind carbon copy (Bcc:) is available only when using the e-mail Address Book.

66 NN44400-114 Contact Center Agent Desktop 2 December 2010

The following table shows the e-mail feature buttons.

E-mail editing and formatting controls

Control Function

Bold selected text
Italicize selected text
Underline selected text
Align text with left margin
Center text
Align text with right margin
Numbered list items
Bulleted list items
Indent selected text
Outdent selected text
Undo last change

E-mail

Navigation

Redo the last change
Change color of selected text
Insert a hyperlink
Insert a graphic
E-mail attachment
Spell check
E-mail signature
E-mail templates

• Accepting an incoming contact (page 68)

• Declining an incoming contact (page 68)

• Creating an e-mail message (page 71)

• Verifying customer information (page 69)

• Replying to an e-mail message (page 69)

• Using the address book to reply to a contact (page 72)

• Removing a name from the recipient list (page 72)

• Creating a template response (page 73)

• Defining your default template folder (page 73)

NN44400-114 Contact Center Agent Desktop 2 December 2010 67

E-mail

• Using a template response (page 74)

• Defining your default attachment folder (page 74)

• Adding an attachment to your e-mail response (page 74)

• Viewing e-mail attachments (page 75)

• Removing an attachment from an e-mail response (page 75)

• Using the spelling checker (page 76)

• Closing the e-mail contact (page 77)

• Postponing work on a contact (page 77)

• Following up on a contact (page 78)

• Transferring a contact within the contact center (page 78)

• Transferring a contact outside the contact center (page 79)

• Printing contact details (page 79)

Accepting an incoming contact

Accept an incoming contact to display customer details and begin cont act with a
customer. Agent Desktop expands to show the customer details and the call
timer appears in the work item. The new incoming e-mail is presented as a new
work item in the work list window.

Procedure steps

Step Action

1 On the Agent Desktop, click Accept.

The e-mail opens in the E-mail Display panel.
The customer details for the e-mail opens in the bottom left hand Customer
Details panel.

Declining an incoming contact

Decline an incoming contact if you cannot handle the call. The new incoming
e-mail disappears from the work list.

--End--

68 NN44400-114 Contact Center Agent Desktop 2 December 2010

Procedure steps

Step Action

1 On the Agent Desktop, click Reject.

Verifying customer information

Verify customer information by viewing the left side of the Customer Details
window, which shows customer details, the history of recent customer
interactions, and other information.

If you accept a contact, or choose to read a contact, a maximum of 15 cont act s
appear before your selection and a maximum of 15 contacts appear after your
selection on the History tab. Use the navigation arrow buttons to scroll through
the contacts that appear in the customer history. A page shows a maximum of
31 contacts. The st atus b ar indicate s t he cont acts you are viewing and the total
number of contacts in the history list.

E-mail

--End--

You can use the Customer History panel on the left pane of the Agent Desktop
window to view details of previous interactions with the customer, including
automatic responses sent and the content of previous e-mail messages.

Procedure steps

Step Action

1 On the Agent Desktop, click the Details tab to verify customer contact

information.

2 Click the History tab to view the various actions in the customer history,

including all Multimedia types.

3 Click the CI Details tab to view Customer Interface Web site details.

Replying to an e-mail message

Reply to an e-mail message when a customer sends an e-mail to the Contact
Center requesting a response. Create a response to a customer in the same
format as the original request.

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 69

E-mail

You can use several features in the Agent Desktop interface to create your
e-mail response in HTML or plain text:

• Auto suggestions

• the address book

• one or more response templates

• an automatic signature

• an attached file

• the spelling checker
You can also add a comment to an e-mail message in the Agent Note box for

reference for later communications with the customer. The customer does not
see the content of the Agent Note box.

Prerequisites

• Ensure that you understand how to use the address book to reply to a
contact. See Using the address book to reply to a contact (page 72).

• Ensure that you understand how to create a template response. See Using

a template response (page 74).

• Ensure that you understand how to use the spell-check feature. See Using

the spelling checker (page 76).

• Ensure that you understand how to add attachments to an e- mail message.
See Adding an attachment to your e-mail response (page 74).

Procedure steps

Step Action

1 After you review the customer contact, click Reply.
2 In the E-mail Response window , accept the default To e-mail address, with the

same e-mail address from which the message was sent, or click To, Cc to add
other e-mail addresses from the corporate address book or multimedia
database.

3 In the Subject box, accept the subject currently displayed or edit the subject.
4 Add text to the reply using one or both of the following methods:

• Type the message text.

• Add a template response.

5 To sign the e-mail or to insert an automatic signature, click the Insert

autosignature button.

6 If you use HTML text and you want to bold, underline, or italicize any text,

select the text and click the appropriate button to apply formatting. You cannot
format plain text.

70 NN44400-114 Contact Center Agent Desktop 2 December 2010

7 To change the text size, select the text and click the up arrow to increase the

font size, or click the down arrow to decrease the font size.

8 To perform a spell check, click the Check Spelling icon.
9 To add an attachment to the e-mail response, click Insert a file.
10 In the Agent Note box, type additional information about the contact or the

customer. Only agen t s and supervisors can view the information in the Agent

Note box.
11 Click Send.
12 Close the contact. If required, select a reason for closing the contact.

Creating an e-mail message

Create an e-mail message to send to a customer.

E-mail

--End--

Prerequisites

• Ensure that you are assigned to an e-mail skillset.

• Ensure that you are not currently handling a contact.

Procedure steps

Step Action

1 On the Agent Desktop Action bar, click Initiate Email.
2 In the text box, enter the e-mail address of the customer, and add additional

Cc addresses as required.
3 Click Create Email.
4 In the Subject box, type the message subject.
5 In the body text box, type the message text. You can type text or use a

template.

6 To insert a file, click Insert a file.
7 Select the appropriate skillset from the Skillset list.
8 In the Agent Note box, type information about the contact or the customer.

Only agents and supervisors can view the information in the Agent Note box.
9 Click Send.

The system searches the database for the customer e-mail address. If the

customer does not exist in the database, the system creates a new customer

record, as well as a new contact and response record. The contact closes

automatically.

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 71

E-mail

Using the address book to reply to a contact

Use the address book to search for an e-mail address in the corporate address
book or in the customer database when you use e-mail to reply to a customer or
transfer a contact. You can search for addresses to add to the To, carbon copy
(Cc), or blind carbon copy (Bcc) fields of your e-mail message. The address
book can contain information from an external directory, a local directory, or a
customer database.

Procedure steps

Step Action

1 In the e-mail window, click To, Cc.
2 In the Select Names dialog box, in the Search for records from box, select

the database to search.

The address book appears and displays a list of entries from the database in

the left pane, sorted alphabetically by last name.

3 Type a name in the search field in the following format: last name, first name.

The search field is not case-sensitive.

The list scrolls to the appropriate name or the closest match.

4 Select a name, and then click To, Cc, or Bcc to add the name to the

appropriate recipient list.

You can double-click on a name to add it to the To list.

5 T o display additional det ails about any name that appears in the address book,

select the name, and then right-click Properties.

6 Click Close to close the Properties window and return to the address book.
7 After you select all required recipients for the e-mail message, click OK.

Removing a name from the recipient list

Remove a name from the recipient list if you do not want to send the e-mail to
the contact. Removing a name from your re cipient list does not remove the name
from your address book or database.

--End--

Procedure steps

Step Action

72 NN44400-114 Contact Center Agent Desktop 2 December 2010

1 Select the name from the To, Cc, or Bcc field, and then press Delete on your

keyboard.

Creating a template response

Create and store your own templates to use predefined messages or responses
to typical customer queries. You can use part of all of the template text as your
e-mail response.

Procedure steps

Step Action

1 Create the response message in a text editor, such as Notepad.
2 Click Save As.
3 Name the file using a descriptive name and ensure that the file name has a .txt

extension (for example, WarrantyURL.txt).

E-mail

--End--

4 Navigate to the folder in which to store the template response file.
5 Save the file.

Defining your default template folder

Define the location of the default template folder to use if you want to use a
template in an e-mail response.

Procedure steps

Step Action

1 On the Top bar, click User Preferences.
2 Select the Preferences tab.
3 In the Default Template Location box, type the complete path to the template

folder or click Change to select a new folder location.
4 Click Save.

--End--

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 73

E-mail

Using a template response

Use a template response that you previously created for responses to typical
customer queries.

Procedure steps

Step Action

1 In the e-mail window, click Insert Template.
2 Navigate to the template folder.

If you defined a template folder in the user settings, the default template folder

automatically appears.

3 Select the template file, and then click Open.
4 If necessary, edit the text in the body of the e-mail message.

--End--

Defining your default attachment folder

Define a default attachment folder in which to store files to add as attachments
to e-mail messages. You can add a file from the Shared Files folder that your
administrator creates, or you can navigate to any other directory, folder, or
subfolder on your computer and attach a file from there. You must save file
attachments with UTF-8 encoding.

Procedure steps

Step Action

1 On the Top bar, click User Preferences.
2 Select the Preferences tab.
3 In the Default Attachment Location box, type the p ath to the folder containing

the attachment, or click Change to change the current folder location.
4 Click Save.

--End--

Adding an attachment to your e-mail response

You can add one or more file attachments to an e-mail message that you send
to a customer.

74 NN44400-114 Contact Center Agent Desktop 2 December 2010

Procedure steps

Step Action

1 Click Insert File.
2 Click Attach.

If you defined an attachment folder in the user settings, t he default attachment

folder automatically appears.

3 To add a file from a different location, navigate to the appropriate directory or

folder.

4 Locate and select the file to attach.
5 Click Open.

Viewing e-mail attachments

View e-mail attachments that a customer a ttached, as well as any files that yo u,
or another agent attached, using the Contact Details window. The attachments
can also be based on the accepted contact types (voice mail, fax, or scanned
document).

E-mail

--End--

Attention: Some Internet browsers do not support some attachment formats.

Procedure steps

Step Action

1 In the Contact Details window, click the History tab.
2 Double-click Attachments to view attachments in a new browser window.

--End--

Removing an attachment from an e-mail response

You can remove one or more attachments from an e-mail response to a contact.

Procedure steps

Step Action

1 Click Remove.
2 In the Select Attachment(s) to remove list, select the attachment you want to

delete. Use Ctrl+click to select multiple attachments.

NN44400-114 Contact Center Agent Desktop 2 December 2010 75

E-mail

3 Click OK.

--End--

Using the spelling checker

Use the spelling checker on the Agent Desktop interface to locate spelling errors
in your e-mail message. You can enable or disable the automatic spell-check
feature.

You can use the User Settings window to select a default language for the spell
checking dictionary . Y ou can also specify a spell-check dictionary for a particular
e-mail message by selecting a language from the list on the right side of the
toolbar.

The spell-check feature highlights words in the e-mail subject and b ody that are
considered incorrect and presents alternatives, which you can accept or ignore.
If you accept the change, the new spelling replaces the original word. If you
ignore the change, the original spelling remains. The spell-check feature closes
automatically when it can find no more misspelled words.

Attention: The spell-check feature does not check spelling in attachments.

Procedure steps

Step Action

1 When you finish typing your e-mail message, click the spell-check icon.
2 If the spell-check feature highlights a word, perform one of the following steps:

• Click Ignore to keep the original spelling of the word.

• Click Ignore All to keep the original spelling of all instances of the word.

• Click Add to add the selected word to the dictionary.

• Click Replace to replace the word with the suggested text.

• Click Replace All to replace all instances of the word with the suggested

• Click Options to configure conditions for the spell-check feature, su ch as

• Click Cancel to terminate the spell-check feature.

text and to add the word to the dictionary.

to ignore words with digits, words in uppercase, and words with HTML
tags.

--End--

76 NN44400-114 Contact Center Agent Desktop 2 December 2010

Closing the e-mail contact

Close the e-mail contact when the contact is complete. When you close a
contact, select a Closed Reason code. The Closed Reason codes that appear
are applicable to the contact type being closed.

Procedure steps

Step Action

1 Click Close to complete the contact.
2 Select one of the configured Closed Reason codes that best describes the

reason you closed your e-mail message.

E-mail

--End--

Postponing work on a contact

Postpone work on a contact if you are waiting for further information for the
contact.

Prerequisites

• Copy and save text from an e-mail message to have the information
available when the contact becomes active again. Otherwise, if you started
an e-mail message and the work is postponed, the content of the e-mail
message is lost.

Procedure steps

Step Action

1 Click Reschedule to postpone work on the contact. You still own the contact

and can continue to work on the contact when it is rescheduled to you.

2 In the Present Contact at dialog box, enter the time and date to reopen the

contact.

The default Pending timer is configured in the Contact Center Multimedia
Administrator. The contact reopens when the Pending timer expires.

3 In the Agent Note field, add a note to the contact to remind yourself why the

contact is in Pending state. You can view the pending contact in the History
tab.

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 77

E-mail

Following up on a contact

Follow up on a contact after you complete a contact but want to perform a
follow-up action, for example, to transfer a contact to another agent.

Procedure steps

Step Action

1 Click Follow-up.

The e-mail display control appears.

2 Perform the necessary follow-up action on the contact.

--End--

Transferring a contact within the contact center

Transfer a contact to another skillset or to a specific agent within the Contact
Center.

When you transfer a contact to a skillset or agent, you also transfer ownership
of the contact. The system automatically forwards the entire contact, including
any attachments, to the new agent. You can also add new content to the contact.

Procedure steps

Step Action

1 Click Transfer.
2 Click the Skillset tab to assign the contact to any agent with a particul ar

skillset, or click the Agent tab to assign the contact to a specific agent.
3 Select the skillset or agent to which you want to transfer the contact.
4 In the Agent Note box, type a brief note about the reason for the transfer.
5 Click Transfer.

--End--

78 NN44400-114 Contact Center Agent Desktop 2 December 2010

Transferring a contact outside the contact center

Transfer a contact to an e-mail address outside the Contact Center for
consultation.

When you transfer a contact to an external e-mail address, you must manually
add any attachments you want to send with the e-mail.

Procedure steps

Step Action

1 Click Transfer.
2 Click the External tab.
3 Enter the e-mail address to which you want to transfer the cont act, or click To

to select an address from the corporate address book.

4 In the Agent Note box, type a brief note about the reason for the transfer.
5 To add an attachment, click Attach.
6 Click Transfer.

--End--

E-mail

Printing contact details

Print a summary of the interaction with a contact. All information shown in the
bottom left of the e-mail or outbound contact window print s. Print Preview is also
supported.

Procedure steps

Step Action

1 Click Print.

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 79

E-mail

80 NN44400-114 Contact Center Agent Desktop 2 December 2010

Fax message

This chapter describes how to perform fax message tasks. Use Avaya Aura™
Agent Desktop to perform the following tasks when you handle a fax message:

• Accept the incoming fax message.

• Review the fax message.

• Send a reply.

• Forward a fax message.
Fax messages from customers are forwarded by a fax server to an e-mail

address within the contact center. The fax is sent to an appropriate skillset
queue. If you are assigned to this skillset, then the fax message is presented to
you. Y ou reply to the fax message by sending a n e-mail message back to the fax
server. The fax server then sends the reply fax to the customer.

Prerequisites

• Ensure that your status is ready.

• Ensure that you have the assigned skillset to handle fax messages.

Navigation

• Accepting an incoming fax message (page 81)

• Declining an incoming fax message (page 82)

• Reviewing a fax message (page 82)

• Replying to a fax message (page 82)

• Closing a fax message (page 83)

• Transferring a fax message (page 84)

Accepting an incoming fax message

Accept an incoming fax message to view the message. Agent Desktop present s
this new fax message as a new work item in the work list window.

Procedure steps

Step Action

1 On the Agent Desktop work list, select the new fax message work item, and

click Accept.

NN44400-114 Contact Center Agent Desktop 2 December 2010 81

Fax message

Declining an incoming fax message

The fax message opens in the fax display panel.

--End--

Decline an incoming fax message if you cannot handle the fax.

Procedure steps

Step Action

1 On the Agent Desktop, select the new fax message work item and click

Reject.

--End--

Reviewing a fax message

Use the Agent Desktop fax viewer to review a fax message.

Prerequisites

• Ensure that you accepted a fax message and opened it in the fax viewer.

Procedure steps

Step Action

1 On the Agent Desktop fax viewer, click Navigate to view all the pages of the

fax message.

2 Click Rotation to rotate the fax message.
3 Click Zoom to magnify the fax message.

Replying to a fax message

Reply to a fax message when a customer sends a fax message to the Contact
Center requesting a response. Y ou reply to a fax message by se nding an e-mail
message to a fax server. The fax server then sends a fax back to the customer.

--End--

82 NN44400-114 Contact Center Agent Desktop 2 December 2010

Prerequisites

• Ensure that you understand how to use the spell-check feature. See Using

the spelling checker (page 76).

Procedure steps

Step Action

1 After you review the customer contact, click Reply.
2 In the fax response window, accept the default To e-mail address, with the

same e-mail address from which the message was sent.

3 In the Subject box, accept the subject currently displayed or edit the subject.
4 Type the reply in the e-mail editor text box.
5 To sign the e-mail or to insert an automatic signature, click auto signatur e.
6 If you use HTML text and you want to bold, underline, or italicize any text,

select the text, and click the appropriate button to apply forma tting. Y ou ca nnot
format plain text.

7 To perform a spell check, click Check Spelling.
8 In the Agent Note box, type additional information about the contact or the

customer. Only agen t s and supervisors can view the information in the Agent
Note box.

Fax message

9 Click Send.
10 Close the contact. If required, select a reason for closing the contact.

Closing a fax message

Close a fax message when the contact is complete. When you close a contact,
select a Closed Reason code. The Closed Reason codes that appear apply to
the contact type being closed.

Procedure steps

Step Action

1 Click Finish to complete the fax message.
2 Select a Closed Reason code that best describes the reason you closed your

fax message.

--End--

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 83

Fax message

Transferring a fax message

Transfer a fax message to another skillset or to a specific agent in the contact
center. When you transfer a fax message to a skillset or agent, you also transfer
the ownership of the contact.

Procedure steps

Step Action

1 Click Transfer.
2 Click the Skillset tab to assign the contact to any agent with a particul ar

skillset, or click the Agent tab to assign the fax message to a specific agent.
3 Select the skillset or agent to which you want to transfer the contact.
4 In the Agent Note box, type a brief note about the reason for the transfer.
5 Click Transfer.

--End--

84 NN44400-114 Contact Center Agent Desktop 2 December 2010

Scanned document

This chapter describes how to perform scanned document tasks. Use Avaya
Aura™ Agent Desktop to perform the following tasks when you handle a
scanned document:

• Accept an incoming scanned document.

• Review the scanned document.

• Reply to a scanned document.

• Forward a scanned document.
In the contact center, a scanned document is an electronic version of a printed

page or document. Scanned documents are forwarded in, TIFF format, by a
document imaging server to an e-mail address. You can reply to the scanned
document by sending an e-mail message to a printer. The printed e-mail
message is then sent to the customer.

Prerequisites

• Ensure that your status is Ready.

• Ensure that you are in a skillset to handle scanned documents.

Navigation

• Accepting an incoming scanned document message (page 85)

• Declining an incoming scanned document message (page 86)

• Reviewing a scanned document message (page 86)

• Replying to a scanned document message (page 87)

• Closing a scanned document message (page 87)

• Transferring a scanned document (page 88)

Accepting an incoming scanned document message

Accept an incoming scanned document message. Agent Desktop presents this
new scanned document as a new work item in the work list window.

Procedure steps

Step Action

1 On the Agent Desktop work list, select the new scanned document work item,

and click Accept.

NN44400-114 Contact Center Agent Desktop 2 December 2010 85

Scanned document

Declining an incoming scanned document message

Procedure steps

The scanned document opens in the document display panel.

--End--

Decline an incoming scanned document message if you cannot handle the
document.

Step Action

1 On the Agent Desktop, select the new scanned documen t work item and click

Reject.

--End--

Reviewing a scanned document message

Use the Agent Desktop viewer to review a scanned document message.

Prerequisites

• Ensure that you accepted a scanned document and opened it in the viewer.

Procedure steps

Step Action

1 On the Agent Desktop document viewer, click Navigate to view all the pages

of the document.

2 Click Rotation to rotate the scanned docu ment.
3 Click Zoom to magnify the scanned document.

--End--

86 NN44400-114 Contact Center Agent Desktop 2 December 2010

Replying to a scanned document message

Reply to an scanned document message when a customer sends a scanned
document to the contact center requesting a response. You can reply to the
scanned document by sending an e-mail message to a printer. The printed
e-mail message is sent to the customer.

Prerequisites

• Ensure that you understand how to use the spell-check feature. See Using

the spelling checker (page 76).

Procedure steps

Step Action

1 After you review the customer contact, click Reply.
2 In the response window, accept the default To e-mail address, with the same

e-mail address from which the message was sent.

3 In the Subject box, accept the subject currently displayed or edit the subject.
4 Type the reply in the e-mail editor text box.
5 To sign the e-mail or to insert an auto signature, click auto signatu r e .

Scanned document

6 If you use HTML text and you want to bold, underline, or italicize any text,

select the text and click the appropriate button to apply formatting. You cannot
format plain text.

7 To perform a spell check, click Check Spelling.
8 In the Agent Note box, type additional information about the contact or the

customer. Only agen t s and supervisors can view the information in the Agent

Note box.
9 Click Send.
10 Close the contact. If required, select a reason for closing the contact.

Closing a scanned document message

Close the scanned document message when the contact is complete. When you
close a contact, select a Closed Reason code. The Closed Reason codes that
appear are applicable to the contact type being closed.

Procedure steps

Step Action

1 Click Finish to complete the scanned document.

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 87

Scanned document

Transferring a scanned document

Procedure steps

2 Select one of the configured Closed Reason codes that best describes the

reason you closed your scanned document.

--End--

Transfer a scanned document to another skillset or to a specific agent within the
contact center. When you transfer a scanned document to a skillset or agent,
you also transfer ownership of the contact.

Step Action

1 Click Transfer.
2 Click the Skillset tab to assign the contact to any agent with a particul ar

skillset, or click the Agent tab to assign the scanned document to a specific

agent.

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

--End--

88 NN44400-114 Contact Center Agent Desktop 2 December 2010

Voice mail messages

This chapter describes how to perform tasks to handle voice mail messages.
Use Avaya Aura™ Agent Desktop to perform the following tasks when you
handle a voice mail message:

• Accept the incoming voice mail message.

• Listen to a voice mail message.

• Reply to a voice mail message.
In the contact center voice mail messages are forwarded by a voice mail server

to an e-mail address as a .wav attachment. The voice mail message is then sen t
to an appropriate skillset queue. If you are assigned to this skillset, then the voice
mail message is presented to you.

Prerequisites

• Ensure that your status is Ready.

• Ensure that you have the assigned skillset to handle voice mail messages.

Navigation

• Accepting an incoming voice mail message (page 89)

• Declining an incoming voice mail message (page 90)

• Listening to a voice mail message (page 90)

• Replying to a voice mail message (page 91)

• Closing a voice mail message (page 91)

• Transferring a voice mail message (page 92)

Accepting an incoming voice mail message

Accept an incoming voice mail message to view the message. Agent Desktop
presents this new voice mail message as a new work item in the work list
window.

Procedure steps

Step Action

1 On the Agent Desktop work list, select the new voice mail message work item,

and click Accept.

NN44400-114 Contact Center Agent Desktop 2 December 2010 89

Voice mail messages

Declining an incoming voice mail message

Procedure steps

The voice mail message opens in the e-mail display panel. The voice mail is a

.wav attachment to this e-mail.

--End--

Decline an incoming voice mail message if you cannot handle the voice mail.

Step Action

1 On the Agent Desktop, select the new voice mail message work item and click

Reject.

--End--

Listening to a voice mail message

Use the default Windows Media player to listen to a voice mail message.

Prerequisites

• Ensure that you accepted a voice mail message and opened it in the e-mail
viewer.

• Ensure you have a media player that supports .wav file format audio files.

Procedure steps

Step Action

1 On the Agent Desktop e-mail viewer, under Attachments, double-click the

.wav attachment to open it in your default media player.

2 Listen to the voice mail message.

--End--

90 NN44400-114 Contact Center Agent Desktop 2 December 2010

Replying to a voice mail message

Reply to an voice mail message when a customer sends a voice mail message
to the contact center requesting a response. You reply to a voice mail message
by phoning the customer.

Prerequisites

• Ensure that you have the customer phone from the voice mail or from the
Customer Information panel.

Procedure steps

Step Action

1 On the Agent Desktop Action bar menu, click Initiate Call.
2 In the text box to the left of Initiate Call, enter the phone number to dial.
3 Click Initiate Call again.

The phone number is dialed. A new work item is added to the work list and the
call timer on the work items starts to increment.

4 Click Release when you complete the call.

Voice mail messages

5 If required by your supervisor, type an activity code in the Activity Code box,

and then press Enter.

Closing a voice mail message

Close the voice mail message when the contact is complete. When you close a
contact, select a Closed Reason code. The Closed Reason codes that appear
are applicable to the contact type being closed.

Procedure steps

Step Action

1 Click Finish to complete the voice message.
2 Select one of the configured Closed Reason codes that best describes the

reason you closed your voice mail message.

--End--

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 91

Voice mail messages

Transferring a voice mail message

Procedure steps

Transfer a voice mail message to another skillset or to a specific agent within the
contact center. When you transfer a voice mail message to a skillset or agent,
you also transfer ownership of the contact.

Step Action

1 Click Transfer.
2 Click the Skillset tab to assign the contact to any agent with a particul ar

skillset, or click the Agent tab to assign the voice mail message to a specific
agent.

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

--End--

92 NN44400-114 Contact Center Agent Desktop 2 December 2010

Short Message Service text message

This chapter describes how to perform Short Message Service (SMS) text
message tasks. Use Avaya Aura™ Agent Desktop to pe rform the following tasks
when you handle an SMS text message:

• Accept the incoming SMS text message.

• Send a reply.

• Forward an SMS text message.

• Check the spelling of an SMS text message.

SMS text messages from customers are forwarded by an SMS gateway to an
e-mail address within the contact center. The SMS text message is then sent to
an appropriate skillset queue. If you are assigned to this skillset, then the SMS
text message is presented to you.

Prerequisites

• Ensure that your status is Ready.

• Ensure that you have the assigned skillset to handle SMS text messages.

Navigation

• Accepting an incoming SMS text message (page 93)

• Declining an incoming SMS text message (page 94)

• Replying to an SMS text message (page 94)

• Using the spelling checker (page 95)

• Closing an SMS text message contact (page 96)

• Transferring an SMS text message (page 96)

Accepting an incoming SMS text message

Accept an incoming SMS text message to display customer details and begin
contact with a customer. Agent Desktop expands to show the customer details
and the call timer appears in the work item. The new incoming SMS text
message is presented as a new work item in the work list window.

Procedure steps

Step Action

NN44400-114 Contact Center Agent Desktop 2 December 2010 93

Short Message Service text message

1 On the Agent Desktop work list, select the new SMS text message work item,

and click Accept.

The SMS text message opens in the display panel.
The customer details for the SMS Test message opens in the bottom left hand
Customer Details panel.

Declining an incoming SMS text message

Decline an incoming SMS text message if you cannot handle the contact.

Procedure steps

Step Action

1 On the Agent Desktop, select the new SMS text message work item and click

Reject.

The SMS text message work item is removed from the work list.

--End--

Replying to an SMS text message

Reply to an SMS text message when a customer sends an SMS text message
to the contact center requesting a response. Create a response to a customer in
the same format as the original request.

You can use several features in the Agent Desktop interface to create your
response:

• one or more response templates

• the spelling checker

You can add a comment to the message in the Agent Note box for reference for
later communications with the customer . The customer does not see the content
of the Agent Note box.

Procedure steps

Step Action

1 After you review the customer contact, click Reply.

--End--

2 In the E-mail Response window , accept the default To e-mail address, with the

same e-mail address from which the message was sent, or click To, Cc to add

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other e-mail addresses from the corporate address book or multimedia
database.

3 In the Subject box, accept the subject currently displayed or edit the subject.
4 Add text to the reply using one or both of the following methods:

• Type the message text.

• Add a template response.

5 To perform a spell check, click Check Spelling.
6 In the Agent Note box, type additional information about the contact or the

customer. Only agen t s and supervisors can view the information in the Agent

Note box.
7 Click Send.
8 Close the contact. If required, select a reason for closing the contact.

--End--

Using the spelling checker

Use the spell-check feature on the Agent Desktop interface to locate spelling
errors in your l message. You can enable or disable the automatic spell-check
feature.

You can use the User Settings window to select a default language for the
spell-check dictionary. You can also specify a spell-check dictionary for a
particular e-mail message by selecting a language from the list on the right sid e
of the toolbar.

The spell-check feature highlights words in the SMS text message subject and
body that are considered incorrect and presents alternatives, which you can
accept or ignore. If you accept the change, the new spelling replaces the original
word. If you ignore the change, the original spelling remains. The spell-check
feature closes automatically when it can find no more misspelled words.

Procedure steps

Step Action

1 When you finish typing your SMS text message, click spell-check.
2 If the spell-check feature highlights a word, perform one of the following steps:

• Click Ignore to keep the original spelling of the word.

• Click Ignore All to keep the original spelling of all instances of the word.

• Click Add to add the selected word to the dictionary.

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• Click Replace to replace the word with the suggested text.

• Click Replace All to replace all instances of the word with the suggested

• Click Options to configure conditions for the spell-check feature, su ch as

• Click Cancel to terminate the spell-check feature.

Closing an SMS text message contact

Close the SMS text message when the contact is complete. When you close a
contact, select a Closed Reason code. The Closed Reason codes that appear
are applicable to the contact type being closed.

Procedure steps

Step Action

1 Click Close to complete the contact.

text and to add the word to the dictionary.

to ignore words with digits or words in uppercase.

--End--

2 Select one of the configured Closed Reason codes that best describes the

reason you closed your SMS text message.

Transferring an SMS text message

Transfer an SMS text message to another skillset or to a specific agent within
the contact center.

When you transfer an SMS text message to a skillset or agent, you also transfe r
ownership of the contact.

Procedure steps

Step Action

1 Click Transfer.
2 Click the Skillset tab to assign the contact to any agent with a particul ar

skillset, or click the Agent tab to assign the contact to a specific agent.
3 Select the skillset or agent to which you want to transfer the SMS text

message.

--End--

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4 Select the External tab if you want to transfer the SMS text message to outside

the Contact Center.

5 In the Agent Note box, type a brief note about the reason for the transfer.
6 Click Transfer.

--End--

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98 NN44400-114 Contact Center Agent Desktop 2 December 2010

Web communications

This chapter describes how to use the Web communications feature to
communicate directly with customers in real time over the Internet by using the
Avaya Aura™ Agent Desktop:

• Accept an incoming contact.

• Review and update customer information.

• Send an automated response.

• Push a Web page.

• Transfer a chat session.

• Conference a chat session.

• Check whether the customer’s browser is still connected.

• Check the time of the most recent customer action and whether the customer
is currently typing a message.

• Respond to the customer (e-mail or voice) if more information or clarification
is needed.

• End a chat session.

Navigation

This chapter describes how to perform the tasks for text chat sessions.

• Accepting a Web communications contact (page 100)

• Customizing a tab name (page 101)

• Declining a Web communications contact (page 101)

• Sending a chat message (page 102)

• Adding an auto-phrase to a chat message (page 102)

• Pushing a Web page to a customer (page 102)

• Transferring a chat session (page 103)

• Conferencing a chat session (page 104)

• Ending the Text Chat session (page 104)

• Sending the chat log in an e-mail message (page 105)

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Accepting a Web communications contact

Accept a Web communications contact to communicate privately with a
customer in real time over the Internet. An agent and a customer can use the
text chat component of the Agent Desktop to conduct a two-way conversation by
exchanging messages.

A customer requests a chat session by clicking a text chat icon on the W eb site.
The customer is presented with a form to fill in and can select the appropriate
skillset, subject, and objective for their chat session. The customer is then
placed into Web-on-hold, or a similar treatment configured in your contact
center, while waiting for an agent to accept their chat request.

The text chat frame displays a complete record of the conversation as well as
any URLs that you previewed or pushed to the customer. Each chat message
can contain up to 4045 characters.

Agent Desktop can be configured to give visual and audible alerts when a
contact is presented. These features are configured by an administrator, using
the Contact Center Multimedia Administrator. For information about enabling or
disabling these features, see Avaya Aura™ Contact Center Server
Administration (NN44400-610).

After you accept the contact, you can view the customer details a nd a history of
all past interactions with the contact center in the left pane, such as the most
recent message sent by the customer, whether the customer’s browser is still
connected to the session, and whether the customer is currently typing a
message. The right pane of Agent Desktop shows the tools used for Web
communications:

• Send the Message—Add the comments from the Chat box to the
Conversation frame.

• Push the URL—Send a selected URL to the customer’s browser.

• Add the selected auto-phrase—Adds the selected auto-phrase to the
Conversation frame.

• Select the text alignment—Change the direction of text from left to right to
right to left and vice versa.

• E-mail chat log—Select the check box to e-mail a copy of the chat log to the
customer.

Prerequisites

• Ensure that your status is set to Ready.

• Ensure that you have the skillset assigned to handle Web communications.

Procedure steps

Step Action

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