Avaya NN44400-114 User Manual

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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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Copyright © 2010 Avaya Inc. All Rights Reserved.
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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
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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
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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
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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
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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.
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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
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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)
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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.
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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)
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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)
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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)
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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:
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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.
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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.
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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.
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Agent Desktop User Interface
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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
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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--
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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.
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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.
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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.
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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:AgentID@mydomain.com or Username@company.com).
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.
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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
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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--
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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--
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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--
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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
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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.
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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.
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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--
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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.
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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.
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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
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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--
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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--
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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--
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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)
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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--
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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.
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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--
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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.
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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.
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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--
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Outbound calls and callbacks
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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.
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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)
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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.
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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).
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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.
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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:
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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.
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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.
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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--
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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.
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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.
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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--
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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
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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.
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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.
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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.
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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
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Predictive Outbound
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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
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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.
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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)
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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--
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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--
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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.
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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--
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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
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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--
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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.
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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.
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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--
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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--
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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--
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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--
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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.
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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--
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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--
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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--
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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.
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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--
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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--
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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--
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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.
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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--
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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--
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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--
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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
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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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Short Message Service text message
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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Short Message Service text message
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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Short Message Service text message
4 Select the External tab if you want to transfer the SMS text message to outside
the Contact Center.
5 In the Agent Note box, type a brief note about the reason for the transfer. 6 Click Transfer.
--End--
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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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Web communications

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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