Avaya Interaction Center User Manual
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Avaya Interaction Center User Manual

Avaya Interaction Center User Manual

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Avaya™ Interaction Center
Release 6.0
Avaya Agent User's Guide
DXX-1001-03
Issue 1.0
June 2002

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Summary of Contents for Avaya Interaction Center

  • Page 1 Avaya™ Interaction Center Release 6.0 Avaya Agent User’s Guide DXX-1001-03 Issue 1.0 June 2002...
  • Page 2 Avaya National Customer Care Center Intervoice is a registered trademark of Intervoice-Brite, Inc. UNIX is a Avaya provides a telephone number for you to use to report problems or to ask registered trademark of The Open Group in the United States and other questions about your contact center.

  • Page 3: Table Of Contents

    Outbound List Processing ..........20 Avaya™ Outbound Contact Management ........21 Contact History Browser and EDU Viewer .
  • Page 4 Avaya Agent Stops Responding ........
  • Page 5 Contents Using Softphone with DEFINITY Switches ........82 Sending Numerical Information with DTMF .
  • Page 6 Deleting a Resource ..........161 6 Avaya Agent User’s Guide...
  • Page 7 Using Avaya Agent with Outbound Contact ........
  • Page 8 Comparing Avaya IC and Siebel Terms ........

  • Page 9: Before You Begin

    Caution: A caution points out actions that may lead to data loss or other serious problems. Contacting Technical Support If you are having trouble using Avaya software, you should: 1 Retry the action. Carefully follow the instructions in written or online documentation.
  • Page 10 CD-ROM. Readme File The Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software.
  • Page 11 Online copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a “Licensee”) is entitled to make this online documentation available on an internal network or “intranet” solely for the Licensee's use for internal business purposes.
  • Page 12 12 Avaya Agent User’s Guide...

  • Page 13: Overview

    Web Agent make it possible for you to interact with your contact center’s customers. You may use one or more of the following media or features of the Avaya Agent and the Web Agent: Telephony, Email Management, Web Management, Outbound List Processing, and Avaya™...

  • Page 14: Avaya Agent

    The Avaya Agent is the application that enables you to handle incoming and outgoing contacts with customers. The Avaya Agent is displayed as a framework that surrounds the desktop on your computer monitor. You may see one or all of the following components on the Avaya Agent on your desktop:...
  • Page 15 Avaya Agent The Avaya Agent with CallCenterQ in the desktop and the Email task list in the Media pane may look like this: CallCenterQ application running in Avaya Agent menu the desktop area button Media tab Status Control bar in...

  • Page 16: Using Avaya Agent With Multiple Languages

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

  • Page 17: Avaya Agent Status Control Bar

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

  • Page 18: Task Lists

    Task Lists Depending on your company and your responsibilities, you may see any or all of the following task lists in the Media pane of your Avaya Agent: “Using the Phone Task List,” on page 73 “Using the Email Task List,” on page 88 “Using the Chat Task List,”...

  • Page 19: Softphone

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

  • Page 20: Outbound List Processing

    The lists provide you with information like the following, which you can use during your interaction with the customer: Campaign name Marketing event List name Customer information 20 Avaya Agent User’s Guide...

  • Page 21: Avaya™ Outbound Contact Management

    Avaya Agent The out-of-the-box Outbound List Processing component is in the Outbound Lists pane of Avaya Agent. When you click the Outbound Lists tab, the default Outbound Lists tab looks like this: For information about using the Outbound List Processing component, see Chapter 8, “Managing...
  • Page 22 Disabled – The coffee cup toolbar button is greyed out, indicating that you have not joined a job. The Outbound Contact tab displays the following information: Customer information in the CallCenterQ Other contacts with this customer in the Contact History Browser Agent script on the Prompter tab 22 Avaya Agent User’s Guide...

  • Page 23: Contact History Browser And Edu Viewer

    EDU assigned to the contact by the Business Application. The bottom frame of the Avaya Agent also contains buttons that you use to access the following: Contact History Filter – Filters the records in the Contact History Browser to access only the historical information you need for the current customer contact.

  • Page 24: Web Agent

    When you log in to Avaya Agent, you log in to the Web Agent automatically. The Web Agent is minimized when you log in and appears as an icon in the Windows task bar, as shown in the following illustration.
  • Page 25 Web Agent Avaya Agent with the Web Agent and an active chat contact in the desktop looks like this: Softphone Phone task list Web Agent Email task list Chat task list EDU Viewer Contact History Browser and Prompter The appearance of the Web Agent changes, according to what you are doing. This section explains the features of the Web Agent window while you are handling email or chat contacts.

  • Page 26: The Web Agent While Handling Email

    Chapter 1 Overview The Web Agent While Handling Email If you are enabled for email, you will use the Web Agent together with the Avaya Agent to handle email contacts from customers. You will use two email views in the Web Agent: Email Preview –...
  • Page 27 Web Agent Resource Area – Frame of window that contains resources, previously prepared text responses, emails, and URLs (Internet addresses), which you can send to customers. It may contain folders for each of the following: Agent Resources, Global Resources, Email Templates, and Suggested Responses.

  • Page 28: The Web Agent While Handling Chat

    Company Logo – Area that displays a logo that represents a company. If your contact center supports different companies or tenants, the logo may change, according to the Web site from which the customer requested the current chat session. 28 Avaya Agent User’s Guide...
  • Page 29 Web Agent Chat Toolbars – The main chat toolbar contains buttons for controlling the current chat session. Additional toolbars are added when you conduct a Chat & Phone or a Chat & VoIP session. See “Chat Toolbars,” on page Send Bar – Buttons for sending a URL that opens in your customer’s browser and for sending the text you entered in the Text Entry area to your customer.

  • Page 30: The Web Agent In Supervisor Mode

    The bottom of the Web Agent, as shown in the above illustration, contains a Status Bar with icons that show aspects of your current Web Agent status. The Status Bar remains the same, whether you are currently in Email mode or Chat mode. 30 Avaya Agent User’s Guide...
  • Page 31 Web Agent The following table describes the icons on the Web Agent Status Bar, from left to right. Icon Description Shows the status of your connection to the WebACD Server (Web Automatic Call Distribution Server) with the following colors: – Your Web Agent is not connected to the WebACD server.

  • Page 32: The Web Agent Information Bar

    (or folders). With the Filter option, you can limit the display to the types of resources you want to see. Note that a Resources toolbar above the Resource area has some additional commands related to resources. 32 Avaya Agent User’s Guide...

  • Page 33: The Web Agent Toolbars

    Web Agent Tools menu – A set of commands that help you do your work. The Agent Home command opens your Internet browser to Web pages designed for agents. The commands in the middle section of the menu are all related to the Web sites that customers visit. One command takes you to the current customer’s DataWake record, which lists the URLs the customer has visited since they opened their browser.
  • Page 34 (FAQs) on the Web Self-Service pages or submit your own documents to these pages. Your documents will be reviewed by an administrator and may be accepted or Agent Home Page rejected. 34 Avaya Agent User’s Guide...
  • Page 35 Web Agent Email Toolbars The email toolbar has a different set of buttons, depending on whether you are looking at the customer’s email (in Email Preview mode) or composing an email reply (in Email Compose mode). Email Toolbar in Preview Mode When you click an email contact in your Email task list, the Web Agent displays the customer’s email in Email Preview mode, as indicated by the tab above the email.
  • Page 36 Displays the Unified Agent Directory (UAD) so you can transfer this email contact. You can transfer it to a queue and let Avaya IC route the email to the first available agent in that queue. You may also be able to transfer it to a particular agent, supervisor, or external agent.
  • Page 37 Web Agent Button Action Displays a dialog box where you can locate a file and attach it to the current email reply. Attach Displays a dialog box that helps you check the spelling of the current email reply, interactively. Note: You can set a preference to have this spelling dialog box come up automatically after you click Send.
  • Page 38 Displays the Unified Agent Directory (UAD) so you can transfer this chat contact. You can transfer it to a queue and let Avaya IC route the chat to the first available agent in that queue. You may also be able to transfer it to a particular agent, supervisor, or external agent.
  • Page 39 Web Agent Resource Toolbar Resources in the Web Agent are previously prepared text, emails, and URLs (Internet addresses) that you can send to customers whenever the information is needed. This saves you the time and the tedium that it would take to type the same information repeatedly. The Resources toolbar sits above the Resource area on the left side of the Web Agent.
  • Page 40 Chapter 1 Overview 40 Avaya Agent User’s Guide...

  • Page 41: Managing Avaya Agent

    Logging In and Logging Out You must log in to Avaya Agent for every work session and log out to end the session. You must use a login ID and password to log in. You may need to choose a new password within certain...

  • Page 42: Logging In To Avaya Agent

    Note: For information about your login ID and password, see your administrator. When you log in to Avaya Agent, you also log in automatically to your other Avaya applications, such as an Avaya Business Application and Web Agent. Within Avaya Agent, you also log in to either Avaya™...
  • Page 43 Outbound Contact. 5 Check your Avaya Agent Status Bar, located at the top right of your screen, to confirm that you do not have all zeros for your channel loads. Your channel loads are the number of contacts in a media channel (Voice, Email, or Chat) that you can handle at the same time.

  • Page 44: Logging In And Out Of Media Channels

    Logging In and Out of Media Channels When you log in to Avaya Agent, you log in to all the media channels (Voice, Email, or Chat) for which you are enabled. However, you can also log in and out of individual media channels if you want to limit your contacts to one or two channels at a particular time.

  • Page 45: Logging Out Of Avaya Agent

    Note: Only log out of a media channel if instructed to do so by your administrator or if you will be handling automated outbound calls using Outbound Contact. 3 In the Avaya Agent Login dialog box, enter your login ID, password, and any other information required for the media channel.

  • Page 46: Changing Your Agent State

    Chapter 2 Managing Avaya Agent Changing Your Agent State You can make yourself available or unavailable to receive voice, email, or chat contacts or to make outbound calls. Your current state of availability to handle contacts is called your agent state.
  • Page 47 Changing State Across All Media Channels Your mode of operation determines how much control you have over your agent state. Depending on how Avaya Agent is configured, you may work in either of the following modes of operation: Manual mode Automatic mode In automatic mode, the Agent button is the only one you can click.

  • Page 48: Manual Mode

    Set your channel load To enter manual mode: 1 Right-click in the Avaya Agent Status Control bar. 2 Click Options in the menu to open the Channel Load dialog box. 3 In the Channel Load dialog box, select the Manual Mode check box.

  • Page 49: Setting Your Channel Loads

    To set your channel loads: 1 Right-click a media channel button in the Avaya Agent Status Control bar. 2 Click Options from the pop-up menu. The Channel load dialog box is displayed.

  • Page 50: Opening An Application Focus

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

  • Page 51: Viewing Customer And Contact Information

    The task lists in the Media pane display the basic information about each contact. The Contact pane that is displayed near the bottom of the Avaya Agent contains three areas where you can access more detailed information: The EDU Viewer displays detailed information about the active contact, including the creation date and time.

  • Page 52: Viewing Active Contact Information

    Chapter 2 Managing Avaya Agent Viewing Active Contact Information You can use the EDU Viewer for most information about your active contacts. You may need to check the Active Email Viewer to see all active email contacts. Using the EDU Viewer Information When you select a contact in a task list, the EDU Viewer brings the tab containing information about the active contact to the front.

  • Page 53: Viewing Contact History Information

    Avaya Agent automatically brings the tab for the active contact to the front of the Contact History Browser. To view information about another contact, click the appropriate tab. To view more details of a previous contact, double-click the email or chat contact in the Contact History Browser.
  • Page 54 Chapter 2 Managing Avaya Agent To filter contacts in the Contact History Browser: 1 Click the Contact History Filter button. This is the top button between the two boxes of the Contact pane. The Contact History Filter dialog box is displayed.

  • Page 55: Reloading Layouts In The Edu Viewer

    Note: Only use the EDUViewer - Reset command if your administrator instructs you to do so. To clear your current contacts: 1 Right-click in an empty part of the Avaya Agent. 2 Click EDUViewer - Reset from the menu. 3 Click OK.

  • Page 56: Using The Unified Agent Directory

    Chapter 2 Managing Avaya Agent 2 Click EDUViewer - Reload Layouts from the menu. The revised templates are loaded onto your system. 3 Click OK. Using the Unified Agent Directory The Unified Agent Directory (UAD) is a directory full of information about resources in your contact center.
  • Page 57 Using the Unified Agent Directory You can use the UAD in various ways, depending on how it is set up at your contact center and what you want to do. An agent is using the UAD in the following illustration to initiate a voice contact: Task description Site menu...

  • Page 58: Looking Up Information

    “Filtering Data Displayed in Tabs,” on page 60 “Updating UAD Information,” on page 66 To display the UAD, click the Directory button on the Avaya Agent. Your UAD may have the following tabs: Queues tab – The UAD always has a Queues tab. When this tab is selected, the UAD displays queues.
  • Page 59 Find Option,” on page To look up agent information in the Agents tab of the UAD: 1 Click the Directory button in the Avaya Agent Media pane. The UAD is displayed. Your Unified Agent Directory may look like this when you open it.
  • Page 60 Chapter 2 Managing Avaya Agent 2 Click the Agents tab (or the tab of a workgroup, if you have one you want to use). The tenant and workgroups that you belong to, and the agents within these groups, are displayed in a tree structure in the left side of the window. A house icon represents tenants and an icon of a folder beside an agent represents workgroups.
  • Page 61 Using the Unified Agent Directory To filter queue or agent information: 1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD). 2 Click View > Filter. The Filter dialog box is displayed. Note: If you do not see a Filter item in the UAD View menu, or if the Filter item is not enabled, your contact center does not use this feature.
  • Page 62 Chapter 2 Managing Avaya Agent b If you want to narrow your search to display only external agents or supervisors, select Specific Agents and then select either of those check boxes, or both check boxes. Note: The Devices selection is related to the display of the Queues tab, not the Agents tab.
  • Page 63 Using the Unified Agent Directory To look up agent information with the Find option: 1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD). 2 Click View > Find. The Specify Search Criteria dialog box is displayed.
  • Page 64 Chapter 2 Managing Avaya Agent c If you want to include agents who are currently Available, Busy (in Aux-work), or Logged Out, select those agent states. 5 Skills tab – If you want to search for agents with certain skills, such as agents who speak...
  • Page 65 Using the Unified Agent Directory 7 Click Search Now whenever you have entered all the desired search criteria. When the search is complete, the dialog box expands to display your search results. Search status Search criteria Save name Results Tip: You can always see the status of your searches by looking at the Search Status near the top of the dialog box.

  • Page 66: Updating Uad Information

    Chapter 2 Managing Avaya Agent Deleting Search Results Tabs If you saved information you found in the Find option, new tabs were created in the UAD with the results. You can delete any tabs that were created this way. To remove search results tabs from the UAD: 1 Select the tab that you want to delete.

  • Page 67: Using Screen Pops

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

  • Page 68: Using The Wrapup Dialog Box

    Chapter 2 Managing Avaya Agent Using the WrapUp Dialog Box Most contact centers document the reason and outcome of customer contacts through the use of one or more of the following wrap-up fields: Category Reason Outcome The lists on the left side of the WrapUp dialog box contain information available for you to select, as shown in the following example.

  • Page 69: Using A Wrapup Prompter Script

    To close the WrapUp dialog box without adding information, click the Cancel button. Note: If your Avaya Agent is configured for more than one type of information, you may need to choose from all available lists before you can add the entries to the Selections list.
  • Page 70 Chapter 2 Managing Avaya Agent To wrap up a contact using the WrapUp Prompter script: 1 Click the HangUp button to complete the voice contact. You automatically enter the WrapUp state, and the WrapUp Prompter script opens in the Prompter tab of the Contact pane.

  • Page 71: Troubleshooting

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

  • Page 72: Avaya Agent Stops Responding With Outbound Contact

    Chapter 2 Managing Avaya Agent Avaya Agent Stops Responding with Outbound Contact If the Avaya Agent suddenly stops working or suddenly exits while you are making calls with Outbound Contact, take the following steps. To restore Avaya Agent and return to your Outbound Contact jobs: 1 Exit from Avaya Agent if it is running and if you exit.

  • Page 73: Managing Inbound Voice Contacts

    When customers make telephone calls that come in to the contact center, their calls are routed by the Avaya™ Interaction Center (Avaya IC) software to agents who are available to handle voice contacts. Voice contacts that are routed to you are displayed in your Phone task list.
  • Page 74 Even when it is not highlighted, you can tell which contact is the active contact by the angle bracket. If you see “CTI - Server Failure” in the Phone task list, contact your administrator. 74 Avaya Agent User’s Guide...

  • Page 75: Handling A Basic Voice Contact

    Handling a Basic Voice Contact Handling a Basic Voice Contact This section explains how to handle a basic incoming voice contact, under the following topics: Handling Contacts With Auto Answer Handling Contacts Without Auto Answer Placing a Voice Contact on Hold Transferring a Voice Contact Handling Contacts With Auto Answer If you have Auto Answer turned on, Softphone automatically answers an incoming voice contact...

  • Page 76: Placing A Voice Contact On Hold

    Select the first phone contact in the Phone task list. d Click Reconnect. e Continue your conversation with the first customer. 6 If the second customer is on hold, return to that customer as soon as possible. 76 Avaya Agent User’s Guide...

  • Page 77: Transferring A Voice Contact

    Handling a Basic Voice Contact For more complete information on handling two simultaneous phone calls, see “Handling Two Voice Contacts,” on page Transferring a Voice Contact At certain times, you may need to transfer a voice contact to another agent who is more qualified to handle it or to your supervisor to handle a customer who needs more attention.
  • Page 78 1 Tell the customer that you are going to transfer them to someone who will help them. 2 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD). The Site drop-down menu displays the site where you are located. The Current Tasks drop- down menu displays your current voice contact.

  • Page 79: Using The Softphone Menu

    The Softphone menu is part of the Avaya Agent pop-up menu. You see this menu if you right-click (use the right mouse button to click) any blank section of Avaya Agent. The pop-up menu contains the following menu options:...

  • Page 80: Refreshing Your Softphone Data

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

  • Page 81: Initiating A Voice Contact

    Lists”. To initiate a call: 1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD). 2 Select <New Call> from the Current Tasks menu, if this option is not already displayed. 3 If you know the telephone number of the person you want to call, enter that number in the To box at the bottom of the UAD.

  • Page 82: Using Softphone With Definity Switches

    9 Click Initiate (or Dismiss if you change your mind and do not want to make the call). 10 When you are finished speaking, click the Softphone HangUp button. Using Softphone with DEFINITY Switches If your Softphone system uses an Avaya™ DEFINITY telephone switch, you may need to do the following tasks: Softphone’s DTMF (Dual-Tone Multi-Frequency)

  • Page 83: Sending Numerical Information With Dtmf

    To send numerical information with DTMF: 1 In Avaya Agent, click the DTMF button. 2 In the Dial Pad dialog box, enter the numbers in either of the following ways: Click in the entry field. Then type the digits on your keyboard.

  • Page 84: Entering Reasons For Becoming Unavailable

    The operation does not take effect, however, until you complete the call. For example, while on a call, you can click the Agent button in the Avaya Agent to change your agent state to Aux-work. You are placed in Aux-work only after the current call is completed.
  • Page 85 Presets from your physical telephone while your voice contact is in the InCall state do not work. If your Avaya Agent is not configured for WrapUp, you cannot set a WrapUp preset on your physical telephone while in automatic mode. (For an explanation of automatic and manual modes, see “Changing State Across All Media Channels,”...

  • Page 86: Handling Two Voice Contacts

    By following this example, you can take two incoming voice contacts using the Softphone telephony buttons. The following example assumes that you are using Avaya Agent with CallCenterQ as your Business Application. A voice contact comes into the contact center. Your Softphone is in the Ready state.

  • Page 87: Managing Email

    Some customers send email from the company’s Web site while others send it from a corporate or personal mail account. The email is routed by the Avaya™ Interaction Center (Avaya IC) software to agents who are available to handle email. Email contacts that are routed to you are displayed in your Email task list.

  • Page 88: Being Alerted To A New Email Contact

    Email that customers send from the company Web site may be routed to you whenever you are available for email. Depending on how the Avaya IC software has been set up at your contact center, you may be alerted to an incoming email in two ways: By a sound.

  • Page 89: Icons In The Email Task List

    Using the Email Task List A good deal of information about your email contacts is displayed in the small space of the Email task list by visual cues, including icons and text. Icons in the Email Task List If you pay attention to the icons in the task list, you can see at a glance a lot of useful information. There are three columns of icons in the Email task list, which are as follows: First column –...

  • Page 90: Text In The Email Task List

    An email alert, notifying you that an email requested from a customer or an external agent is overdue. A reply from an automatic response email that was sent to the customer from the Avaya IC system. The third column indicates the current status of each email contact, as shown in the following table.

  • Page 91: Viewing Email History

    Viewing Email History Viewing Email History If you want to see tracking information about an email contact in your contact list or copies of recent emails sent by the current customer, you can use the Email History dialog box, which has the following tabs: Tracking History –...
  • Page 92 4 To see complete technical information about the routing of any email selected in the table, click the Header check box. When there is a problem, this information may be helpful for supervisors or administrators. 92 Avaya Agent User’s Guide...
  • Page 93 Viewing Email History 5 To see copies of emails this customer sent to your company in the recent past, click the Customer History tab. Select any email in the box at the top to see a copy of the email itself in the scroll box at the bottom, as shown in the following illustration.

  • Page 94: Composing A Normal Email Reply

    After you become available, any email contacts that are routed to you show up in the Email task list. 2 In Avaya Agent, select a contact in the Email task list. If there is more than one contact, the contacts are listed in reverse chronological order, that is, with the oldest contact at the top.
  • Page 95 Composing a Normal Email Reply 5 To begin your reply, click one of the two reply buttons in the email toolbar: Reply to customer – Addresses your reply to the sender of the email and no one else. Reply to all – Addresses your reply to the sender of the email and to all the people listed in the Cc (Copy) or Bcc (Blind Copy) fields of the message you are replying to.
  • Page 96 Your response is sent to the customer. The window switches to the WrapUp state. The email you just sent is still displayed, but now it is read-only. 14 If you see information in the Prompter window in Avaya Agent, fill in any requested information as appropriate. For information about filling in a Prompter script, see “Using a...

  • Page 97: Addressing Emails With The Uad

    Addressing Emails with the UAD Addressing Emails with the UAD When you address emails to people at your contact center, the Unified Agent Directory (UAD) can help you find and add the addresses quickly and easily, and without errors. The UAD opens in a special Email Addressing mode for this purpose.
  • Page 98 3 If the queue or person you are looking for is not located in your site, select the name of the site from the Site drop-down menu. If you do not know where the queue or person is located, select All Sites. 98 Avaya Agent User’s Guide...
  • Page 99 Addressing Emails with the UAD 4 Navigate through the Queues, Agents, or any other tab available to you, opening groups as necessary, until you find the queue or person to whom you want to address this email. In the following illustration, the administrator has been selected in the To field: 5 Select the desired name and then click the To, Cc, and Bcc button to add that person’s email address to the box on the right side of the window.

  • Page 100: Using Resources In Email

    Suggested Responses – (If your company is not using the Content Analyzer, you never see this folder.) This folder is for email resources that are created by an Avaya software product, called the Content Analyzer, in response to a particular email. When these resources exist, you must consider using them before you consider using resources in any of the other folders.

  • Page 101: Using Global, Agent, Or Email Template Resources In An Email

    Caution: You may be able to send a resource directly to the customer by double-clicking it, depending on the way Avaya IC has been configured at your contact center. If double-clicking sends a resource to the customer, be careful not to double-click before you are ready.

  • Page 102: Using Suggested Responses

    9 Click Send when you are ready to send the message. Using Suggested Responses Suggested Responses are generated automatically, either by Avaya IC or by software called the Avaya™ Contact Analyzer. The software is guessing that these responses may appropriately answer the current customer’s question.

  • Page 103: Sending An Email To An External Agent

    Sending an Email to an External Agent 4 If you see a Suggested Responses folder, look at the responses with the highest scores first. The responses with the highest scores are displayed at the top of the list. Note: If you do not see a Suggested Responses folder, no Suggested Responses have been created for this message.
  • Page 104 9 Click Ok to add the email address of the selected agent to your email. 10 Write a message to the external agent in the Message Comments box, explaining briefly what information the customer needs. 11 Click OK. 12 Click Send when you are ready to send this email. 104 Avaya Agent User’s Guide...

  • Page 105: Transferring An Email Contact

    Transferring an Email Contact Transferring an Email Contact In most cases, you try to help your customers yourself (see “Using Resources in Email,” on page 100). But in some cases, you may not be able to handle a customer’s problem. In those cases, you may want to transfer the email contact to another agent or supervisor.

  • Page 106: Deferring An Email

    2 When you are ready to finish and send your reply to the deferred email, click it in your Email task list. The Email Compose window opens with the message that you deferred. This is now an active email contact. 106 Avaya Agent User’s Guide...

  • Page 107: Saving A Draft

    Saving a Draft Saving a Draft When you begin to reply to an email but cannot finish your reply at the moment, you can click the Save button to save it as a draft. This saves the contents of your reply, and leaves the Email Compose window for the reply as a tab so you can return to it.
  • Page 108 8 If you want to forward this email to anyone who is not in the UAD, type their address in the appropriate field. 9 Click Send when you are ready to forward this email to all the included addresses. 108 Avaya Agent User’s Guide...

  • Page 109: Spell Checking Your Emails

    Spell Checking Your Emails Spell Checking Your Emails Spelling errors can make your messages difficult to read and can sometimes lead customers to misunderstand what you type. Moreover, they often give customers an unfavorable impression of you or the company you represent. Therefore, you should use the Spell Checker to check the spelling of emails that you compose.
  • Page 110 Options button to bring up a dialog box like that shown in the following illustration in which you can select items for the Spell Checker to ignore. 6 When you are finished checking this message, click Cancel. Your email is sent and the Spell Checker closes. 110 Avaya Agent User’s Guide...

  • Page 111: Requesting More Information From Customer

    Requesting More Information from Customer Requesting More Information from Customer Occasionally a customer may send you an email with incomplete information. For example, the customer wanted to place an order but forgot to include a ZIP code in the shipping address. In this case, you send a special type of email asking for the missing information.

  • Page 112: Resolving An Email

    You apply a Rejection status. A copy of an email template is sent to tell the customer that they cannot receive support to help them solve their problem until they purchase a product. 112 Avaya Agent User’s Guide...

  • Page 113: Originating An Outbound Email

    Originating an Outbound Email A customer sends a frequently asked question (FAQ) about cameras, for example. You apply a Camera status. A copy of an email template is sent to describe the cameras that they may buy. You may need to ask your administrator or supervisor what types of messages you should resolve and what statuses you should apply to them.
  • Page 114 Site drop-down menu. If you are not certain which tenant or workgroup the person belongs to, select All Sites. 114 Avaya Agent User’s Guide...
  • Page 115 Originating an Outbound Email b Navigate through the tree structure on the left. Click on the plus icon (+) beside the name of any tenant or workgroup to display its contents. Use the scroll bars as necessary to see more information.

  • Page 116: Approving Or Rejecting An Email

    If the email has attachments, are they appropriate? 5 If your answer to all of the previous questions is yes and you do not see any other problems with the email, do the following: a Click Accept from the drop-down menu. 116 Avaya Agent User’s Guide...
  • Page 117 Approving or Rejecting an Email b Click Send. The email is sent directly to the customer. 6 If you see problems with the email, do the following: a Click Reject from the drop-down menu. The Information Bar changes to indicate that you rejected the agent’s message. b Write a message explaining to the agent exactly what they need to do to make the email reply acceptable.

  • Page 118: Handling A Rejected Email

    7 Read the entire message to check it again. Make any necessary changes. 8 When you are ready to send the message, click Send. Depending on the setup at your contact center, the message is either sent back to an Approver or sent to the customer. 118 Avaya Agent User’s Guide...

  • Page 119: Using Multiple Languages With Email

    Using Multiple Languages with Email Using Multiple Languages with Email You may receive emails in a language that is not your primary language. If you know the language well, you may reply in that language. Check with your administrator if the language is not displayed properly.

  • Page 120: Wrapping Up And Completing An Email Contact

    Web Self-Service database. (See “Using Web Self-Service,” on page 172.) 5 Click the Complete button in the email toolbar. The email contact is completed. It is removed from your Email task list. 120 Avaya Agent User’s Guide...

  • Page 121: Managing Chat Sessions

    (or a chat session with a phone call or VoIP call). A request for a chat session becomes a chat contact and is routed by the Avaya™ Interaction Center (Avaya IC) to agents who are available to handle chat. Chat contacts that are routed to you are displayed in your Chat task list.

  • Page 122: Being Alerted To A New Chat Contact

    With chat, it is particularly important to respond quickly. Depending on how the Avaya IC software has been set up at your contact center, you may be alerted to a new chat contact in two ways: By a sound.

  • Page 123: Using The Chat Task List

    Using the Chat Task List Using the Chat Task List The Chat task list displays all the chats that are currently assigned to you. Your Chat task list may be located near the bottom of your Media pane. Your Chat task list may look something like this: Oldest contact Chat contacts currently assigned to you Customer question (empty when...

  • Page 124: Handling A Basic Chat Session

    When customers visit the Avaya™ Interaction Center (Avaya IC) Web site that you are supporting, they can click buttons to ask for different types of help. If they click a Chat button, they are prompted to log in either with their user name and password or as a guest.
  • Page 125 Handling a Basic Chat Session 3 If the File Download dialog box is displayed, click “Open this file from its current location,” as shown in the following illustration. Then click OK. An Internet browser icon is added to your Windows Task Bar. This is the browser you will use for Shared Browsing with your first chat customer.
  • Page 126 “Using Resources in a Chat Session,” on page 133. 6 Put your cursor in the Text Entry area and type a message in response to your customer’s question. 126 Avaya Agent User’s Guide...
  • Page 127 7 When you are ready to send your message to the customer, click either the Say button or the Enter key, depending on the configuration of Avaya IC on your desktop. Note: If the Spell check before a “Say” preference has been selected (see “Chat...

  • Page 128: Sharing Browsers With A Customer

    Note: You can use the three Shared Browsing features when multiple agents are in the session. The first agent in the chat session is in charge of the Auto-Sync session. All agents can push pages and collaborate on form filling. 128 Avaya Agent User’s Guide...

  • Page 129: Technical Issues With Shared Browsing

    Sharing Browsers with a Customer Technical Issues with Shared Browsing You need to be aware of the technical issues in this section so that you can explain them to your customers when necessary. Customers Using Netscape 6.0 and Netscape 6.2.1 Chat customers who are using Netscape 6.0 through Netscape 6.2.1 cannot share browsers with you.
  • Page 130 You can easily start another session with this customer whenever you want by clicking the Auto-Sync button again. Tip: If you begin a chat session with another customer before you complete the chat session you are currently handling, another browser will open for the second customer. 130 Avaya Agent User’s Guide...

  • Page 131: Pushing A Web Page

    To push a Web page to your customer: 1 Type a complete URL in the Text Entry area. It must begin with http://, https://, or ftp://. Example of an incomplete URL: www.avaya.com Example of a complete URL: http://www.avaya.com 2 Click the Push URL button.
  • Page 132 Tip: When your customer clicks the button, the page you are viewing may no longer be the same as your customer’s page. In this case, ask your customer to click the Send Page button again. 132 Avaya Agent User’s Guide...

  • Page 133: Using Resources In A Chat Session

    Using Resources in a Chat Session Using Resources in a Chat Session Resources are previously prepared text, emails, or URLs that you can send repeatedly to different customers by chat or email. Resources save you the time and tedium of typing the same things again and again.
  • Page 134 Tip: You may also be able to send a resource directly to the customer by double- clicking it, depending on the way Avaya IC has been configured at your contact center. If double-clicking sends a resource to the customer, be careful not to double- click before you are ready.

  • Page 135: Spell Checking Your Messages

    Spell Checking Your Messages Spell Checking Your Messages Spelling errors can make your messages difficult to read and can sometimes lead customers to misunderstand what you type. Because you want to type fast, it is difficult not to make many spelling errors in a chat session.

  • Page 136: Using The Phone In A Chat Session

    Customers whose connection to the Internet is over their telephone line may prefer this type of call because it makes it possible for them to continue browsing the Web site as they speak to you. 136 Avaya Agent User’s Guide...

  • Page 137: Handling A Chat & Phone Session

    Responding to a Chat & Phone Request Initiating a Chat & Phone Request You use the Softphone interface in the Avaya Agent to control the telephone call portion of a Chat & Phone session. For information on handling a call with Softphone, see “Handling a Basic Voice...
  • Page 138 For example, you may type, “I think it will be easier for you to explain how I can help you over the telephone. Would you like me to call you?” 138 Avaya Agent User’s Guide...
  • Page 139 If necessary, you can change the number in the text box or enter a new one. 5 Look at the Phone channel button in the Avaya Agent. If the button has a yellow X, click the button to make yourself available.

  • Page 140: Handling A Chat & Voip Session

    2 Type a message to the customer in the Text Entry area and click Say to send the message. For example, you may say, “Hello, Maria. This is John at XYZ Tech Support. I see that you want me to call you with VoIP. Are you familiar with VoIP calls?” 140 Avaya Agent User’s Guide...
  • Page 141 Their audio device is not already in use, such as playing music. 4 If necessary, put on your headphones. 5 Look at the Phone channel button in the Avaya Agent. If the button has a yellow X, click the button to make yourself available.

  • Page 142: Transferring A Chat Contact

    “Looking Up Agents with the Find Option,” on page 62 to find the agent. Then return to Step 4 of the procedure below to complete the transfer. You can transfer a chat to a person but not to a queue. 142 Avaya Agent User’s Guide...
  • Page 143 Transferring a Chat Contact To transfer a chat contact: 1 Tell your chat customer that you are going to transfer them to someone who will be able to help them. 2 Click the Transfer Current Contact button in the Web Agent to display the UAD. If the UAD has an Agents tab, that tab is selected in the scroll box on the left.

  • Page 144: Handling A Join Us Conference

    Before you begin, ask your administrator for the URL for Join Us conferences. To handle a Join Us conference: 1 Chat with your customer about having someone they know join the chat session. (These instructions refer to this person as your customer’s “friend.”) 144 Avaya Agent User’s Guide...
  • Page 145 Handling a Join Us Conference 2 Explain to your customer that their friend must visit a chat room on at a specific Web address (URL) and must enter a specific password. Ask your customer which of the following methods they want you to use to give their friend the URL and the password they will need to join the chat: You send the information to your customer and the customer passes it on to their friend.

  • Page 146: Handling Simultaneous Chat Sessions

    4 Whenever you have a chance to return to the original customer, click that customer’s contact in the Chat task list. The Web Agent changes to display information about this contact, including the transcript of your previous conversation. 146 Avaya Agent User’s Guide...

  • Page 147: Monitoring A Chat Session (Supervisors Only)

    1 If you want to give your full attention to monitoring a chat session, you may want to set your availability for voice, chat, and email to 0 in Avaya Agent. Tip: If you prefer to monitor while you handle a chat session of your own or reply to an email, you can do this.
  • Page 148 Monitoring panel. When you see a small arrow with a point at each end, drag the edge of the panel down, as far as you want. You can drag the edge back in similar manner. 148 Avaya Agent User’s Guide...

  • Page 149: Starting A Lotus Sametime Session

    Mode button to close the panel, or click an icon at the root level in the Monitoring panel. Starting a Lotus Sametime Session Lotus Sametime™ is a real-time collaboration program that is integrated into Avaya IC. If your administrator indicates that you are to use Sametime, you can start a Sametime session with your current chat customers.

  • Page 150: Viewing The Customer's Datawake Record

    A dialog box is displayed with a link to the escalation page from which the customer requested the chat session. Note: When no chat contact is being handled, the DataWake option is disabled, and nothing happens when you click the DataWake button. 3 Click the link to see the page. 150 Avaya Agent User’s Guide...

  • Page 151: Browse Pages

    Viewing the Customer’s DataWake Record Browse Pages You may also want to see the browse pages the customer was visiting before they requested a chat. Typically, these are your company’s Web Self-Service pages, the pages from which a customer sent an email or requested a chat session, or product description pages. In some cases, they may include sites external to the company Web site.

  • Page 152: Using Multiple Languages In Chat Sessions

    Below is a Web Agent displaying a chat session an agent is having with a customer in Chinese: Tip: If you use another language, you may want to create some Agent Resources in that language. “Managing Resources,” on page 155. 152 Avaya Agent User’s Guide...

  • Page 153: Wrapping Up And Completing A Chat Contact

    A WrapUp dialog box may be displayed for you to fill in information about this contact. Or you may see a Prompter script displayed in the Avaya Agent. Tip: You can set a preference to control whether this dialog box is displayed whenever you wrap up a chat contact.
  • Page 154 Chapter 5 Managing Chat Sessions 154 Avaya Agent User’s Guide...

  • Page 155: Performing Chat & Email Tasks

    The tasks are managing your resources, importing migrated resources from a previous release of the Avaya™ Interaction Center, setting preferences, and using Web Self-Service. The chapter includes the following topics:...

  • Page 156: Resource Types And Examples

    Web site. In most email programs, if you send the resource to an email customer, the customer’s browser opens to the Web site when they click the URL. Example: A URL resource named “Shopping Mecca Catalog” might be http://www.shoppingmecca.com/catalog/ 156 Avaya Agent User’s Guide...

  • Page 157: Creating New Agent Resources

    Managing Resources Tip: You can use a File Transfer Protocol (FTP) site as a URL resource, so that customers can go to the site to download files. When you create such a URL, begin it with ftp:// Example: A URL resource named “XYZ ftp site” could take the customer to an ftp site at your company. The contents of the URL resource might look like the following: ftp://ftp.XYZsupport.com/special Creating New Agent Resources...
  • Page 158 5 Enter a unique name to identify this resource in the Name field. 6 Press the Tab key to place your cursor at the top left of the scroll box. Follow the step below that applies to the type of resource you are creating. 158 Avaya Agent User’s Guide...
  • Page 159 Managing Resources 7 URL resource – Type the entire URL, beginning with , or . Do http:// https:// ftp:// not type any text other than the URL. If you do not begin the address correctly, you will not see an error message at this time. However, you will see an error message when you try to send it to a customer.

  • Page 160: Creating New Global Resources (Supervisors Only)

    Resources folder are saved on a shared drive that has been set up for this purpose. Usually, this is the Global_resources.xml file. Agents should be able to see the resources you create the next time they log in. 160 Avaya Agent User’s Guide...

  • Page 161: Editing Your Resources

    Managing Resources Editing Your Resources You can change any part of a resource that you have created, such as the tenancy, language, name, or contents. (You can only change Global Resources if you are a supervisor.) To edit a resource: 1 Right-click the resource you want to edit.
  • Page 162 Language – Displays only the resources for a specified language. Text Resources – Displays only text resources. URL Resources – Displays only URL resources. Email Resources – Displays only Email resources. Note: You cannot filter Suggested Responses or Email Templates. 162 Avaya Agent User’s Guide...

  • Page 163: Organizing Your Resources

    Managing Resources To view the contents of a resource without opening it, click the Preview Content check box at the lower part of the Resources area, as shown in the following illustration. Use the vertical and horizontal scroll bars to see more of the resource. Organizing Your Resources You can create folders and subfolders to keep your Agent Resources organized.

  • Page 164: Importing Migrated Resources

    Importing Migrated Resources Administrators of your contact center may have set up resources with version 5.6 of Avaya IC. If your administrator asks you to import these “migrated” resources, take the following steps. Otherwise, you should ignore this section.

  • Page 165: Setting Preferences

    2 Click the Import resource file button. The Open dialog box is displayed. 3 If you had agent resources in the previous version of Avaya IC, do the following: a Navigate through your folder until you find your resource file. Agent resources have a .WAC at the end of their filenames.

  • Page 166: User Interface Preferences

    User Interface preferences are related to the display of the Web Agent. The changes you make in the User Interface tab do not take effect in the Web Agent until you log out and log back in again. 166 Avaya Agent User’s Guide...
  • Page 167 Setting Preferences You may see two parts of this dialog box, Client Settings and Font Settings. The Client Settings include: Use large icons for menus and buttons – With large icons, it is easier to see what the icons represent. Word-wrap text –...

  • Page 168: Contact Preferences

    Display a confirmation before wrapping a contact – If you select this option, whenever you click the Wrap button, a dialog box asks you to confirm that you want to wrap up the email contact or chat contact. This prevents you from accidentally ending the session with your customer. 168 Avaya Agent User’s Guide...

  • Page 169: Email Preferences

    Setting Preferences Email Preferences The options in the Email tab apply only to email you send from the Web Agent. The options are as follows: Spell check before sending an email – If you select this option, the Spell Checker is displayed whenever you press the Send button, reminding you to check the spelling of each email message and enabling you to correct any errors before the Email Management software sends the message to the customer.

  • Page 170: Chat Preferences

    Spell check before a “Say” – If you select this option, the Spell Checker is displayed whenever you press the Say button, so that you can check the spelling of each chat message and correct any spelling errors before the Web Management software sends the chat message to the customer. 170 Avaya Agent User’s Guide...

  • Page 171: Other Preferences

    Setting Preferences Enable “Away from Desk” message – If you select this option, whenever you have not responded to the customer within the specified period of time, a message is sent to the customer. This is useful if you plan to be available to handle multiple chat sessions or multiple channels (chat and email, for example) simultaneously.

  • Page 172: Using Web Self-Service

    For your telephone customers: Read to them the URLs or the contents of the appropriate documents Email them the URLs or the contents of the documents For all your customers: Create resources using the contents of the document 172 Avaya Agent User’s Guide...

  • Page 173: Finding Documents In Web Self-Service

    (such as New York or Boston), or a workgroup (such as Sales or Support). Tip: By default, your browser is displayed inside the Avaya Agent. To see more of your browser, open the Avaya Agent menu and select Always on Top to remove the check mark.

  • Page 174: Submitting Documents To Web Self-Service

    You can create the document on the Submit a Document page, paste an existing document into that page, or enter a URL that displays an HTML document located in the Avaya IC Web site directory. To submit a document for the Web Self-Service database: 1 In the Web Agent, click Tools >...

  • Page 175: Viewing, Editing, Or Deleting Your Proposed Documents

    Using Web Self-Service 7 Write unique title for this document in the Title field. 8 If the Language Specific Document Parts section, write a title for the document. 9 If the document is an HTML page set up for the Web site, click Internet Link. Then enter the URL with the complete address, such as http://<machine name>.<fully qualified domain name>...

  • Page 176: Approving Or Rejecting Documents (Supervisors Only)

    DataWake record, in order to see pages that you browsed earlier. To view your own DataWake record: 1 From the Web Agent, click Tools > DataWake. Your browser opens to the DataWake™ Summary page. 176 Avaya Agent User’s Guide...
  • Page 177 Viewing Your Own DataWake Record 2 In the Agent’s Current DataWake section, click Display Session. The DataWake record of your current browser session is displayed. 3 Click the links to view the desired information. Issue 1.0 June 2002...
  • Page 178 Chapter 6 Performing Chat & Email Tasks 178 Avaya Agent User’s Guide...

  • Page 179: Managing Outbound Contact Calls

    “jobs.” A job includes a list of customers to be called. As you carry out these jobs, you use areas of the Avaya Agent to help you manage your calls to customers. For example, you can view information about the customers in CallCenterQ and the...
  • Page 180 Job List bar Note: Your system administrator can customize the appearance, behavior, and positioning of Avaya Agent. Therefore, your desktop may look and function differently from the examples presented in this manual. The following frames in Avaya Agent help you manage your outbound calling activity: Outbound Contact pane –...

  • Page 181: Getting Started With Outbound Contact

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

  • Page 182: Making Yourself Available For Outbound Contact Calls

    The icon preceding the job name changes from a closed red lock to a coffee cup ready for you to go off break, as shown in the following illustration: After you join one or more jobs, you are ready to manage Outbound Contact calls. 182 Avaya Agent User’s Guide...

  • Page 183: Previewing A Customer's Information

    Proceeding Through Agent Tasks After you log in to Avaya Agent, you log in to the Outbound Contact channel. You handle most of the calling activity from the Status Control bar on the Outbound Contact tab.
  • Page 184 Outbound Contact displays the Wrapup Code dialog box for you to record the call result. Click OK. Complete the customer information, if necessary. Close Click Proceed on the toolbar to record the call result, and indicate that you are ready to speak with the next customer. Proceed 184 Avaya Agent User’s Guide...

  • Page 185: Identifying An Unsuccessful Call

    Proceeding Through Agent Tasks Button Action During the day, you can take a break, join additional jobs, or leave one or more jobs without logging out of the Outbound Contact. Click On Break on the toolbar to indicate that you want to change your calling activity from available to unavailable.

  • Page 186: Managing The Conversation

    After you receive a call, begin your conversation with the customer by reading the script associated with the job and recording the customer’s responses. Avaya Agent displays the script in the Prompter. You may need to click the Prompter to begin. The script text is based on your conversation and the customer’s responses to your questions.
  • Page 187 Proceeding Through Agent Tasks To reschedule a call: 1 Click the Reschedule button. The Reschedule Call dialog box is displayed, as shown in the following illustration: 2 On the Date and Time tab: To set the date, click the date on the calendar. To select a different month, click the left or right arrow button to scroll to the preceding or following month.
  • Page 188 A stray call can occur under the following conditions: You are not actively speaking with a customer, and a customer calls your extension Avaya Agent passes an inbound call to your extension through the Private Branch Exchange (PBX) You are reviewing customer record information You are on a break 188 Avaya Agent User’s Guide...
  • Page 189 Proceeding Through Agent Tasks Outbound Contact completes the fields on the Stray Call Information dialog box, as shown in the following illustration: The following table describes each field in the dialog box: Field Description Dialed Number The number that the caller dialed. Calling Number The caller's telephone number.
  • Page 190 8 Click Close to end this call. 9 In the WrapUp dialog box, select Stray Call and click OK. 10 Click the Outbound Contact tab in the Avaya Agent. 11 Click Proceed to prepare for the next call. Outbound Contact records the event and connects you with the next customer.
  • Page 191 Proceeding Through Agent Tasks Completing the Call Before you complete the call, you must end your conversation, record the customer’s responses, and update the customer information. To complete the call, you record the result of the call using an outcome code. To complete and end the call: 1 Click the Close button.
  • Page 192 After your break, you resume handling calls by “going off break.” To return to work: Click the Off Break button. Outbound Contact deactivates the button. The icon preceding the job in the Job Name list changes from a coffee cup to a lock. 192 Avaya Agent User’s Guide...

  • Page 193: Leaving Outbound Jobs

    The icon preceding the job in the Job Name list changes from a coffee cup to a closed red lock. You are still logged in to Avaya Agent. You can continue to use the channels on the Avaya Agent Media pane channels and Avaya applications.

  • Page 194: Logging Out Of Outbound Contact

    Logging Out of Outbound Contact After you leave one or more outbound jobs, you can log out of Outbound Contact using the Media tab and Agent menu. For more information on logging out of Avaya Agent, see “Logging Out of Avaya Agent,”...

  • Page 195: Acquiring" You From Media Channels

    Outbound Contact “acquires” agents (makes the agents available for outbound calling again). Avaya Agent performs the following actions so that Outbound Contact can acquire you: Displays the word “Outbound” below the Status Control bar on the Media tab Resets your channel load for each channel to zero...

  • Page 196: Performing An Outbound Contact Job

    This job is set for predictive dialing. Outbound Contact calls each customer and connects you with the customer and their information immediately. During your conversation, you record their responses to the Show script. As you begin the day, you log in to Avaya Agent from the Start menu. 196 Avaya Agent User’s Guide...
  • Page 197 Performing an Outbound Contact Job 1 Double-click the Avaya Agent icon on the Windows task bar, or click Start > Programs > Avaya Interaction Center 6.0 > <name of the Business Application, such as CallCenterQ, CustomerQ, or HRQ>. The Avaya Agent Login dialog box is displayed.
  • Page 198 On the Outbound Contact tab, click Leave Job. Outbound Contact removes you from each job. As you leave a job, the software changes the icons that precede each job from a blue open lock to a red closed lock. 198 Avaya Agent User’s Guide...

  • Page 199: Managing Outbound Lists

    ANAGING UTBOUND ISTS The Outbound List Processing component of Avaya Agent handles customer lists for outbound campaigns that you dial manually. With Outbound List Processing, you initiate telephone calls using Softphone. Note: Do not confuse Outbound List Processing with Avaya™ Outbound Contact Management.
  • Page 200 Set the length of time between attempts to call a customer if the result of a call is Busy, Answering Machine, or No Answer Note: If your system administrator set up the list to coordinate with CallCenterQ, Avaya Agent also displays the associated CallCenterQ focus and the customer’s record information.

  • Page 201: Making Calls With Outbound Lists

    Outbound List Processing selects the first customer from the list and fills the Outbound Lists tab with the customer’s information. Depending on your system configuration, Avaya Agent may display the customer record information or leave the customer list information visible in the appropriate CallCenterQ focus.
  • Page 202 Chapter 8 Managing Outbound Lists 8 When you are finished, click the Done icon. 9 To call the next customer on your list, repeat from Step 3. 202 Avaya Agent User’s Guide...

  • Page 203: Using Avaya Agent With Siebel

    GENT WITH IEBEL If your contact center uses Avaya Agent with a Siebel eBusiness Application, you can use most of the instructions in previous chapters. However, some Avaya Agent tasks function differently with Siebel eBusiness Applications. Those tasks are presented in this chapter.
  • Page 204 Chapter 9 Using Avaya Agent with Siebel Avaya Agent looks like this with Siebel Call Center in the desktop: For information about using Siebel Call Center, see your Siebel Call Center documentation and online help. 204 Avaya Agent User’s Guide...

  • Page 205: Comparing Avaya Ic And Siebel Terms

    If you have a login ID or password for Siebel Call Center that is different from the login ID or password for Avaya Agent, you enter the Siebel login ID and password in a tab of the Avaya Agent Login dialog box.

  • Page 206: Logging Out Of Siebel Call Center With Pop-Up Menu

    Siebel Call Center opens minimized. Logging Out of Siebel Call Center with Pop-Up Menu You can use the Avaya Agent pop-up menu to log out of Siebel Call Center. You access the menu by right-clicking in a grey area of Avaya Agent.

  • Page 207: Answering Contacts With Siebel Call Center

    If your system restricts automatic screen pops to the first incoming contact or to contact activation, you can perform a manual screen pop for other new and inactive contacts in the Avaya Agent task lists. Siebel Call Center automatically displays the contact record for the contact that is active in Avaya Agent.

  • Page 208: Updating A Siebel Contact Record

    If you only have one contact, Avaya Agent automatically displays a screen pop. If you have more than one contact, Avaya Agent opens a dialog box where you can choose from a list of all contacts in your task lists.

  • Page 209: Answering A Chat Contact From A New Customer

    For voice contacts, the telephone number in the Work # field For email contacts, the email address in the Email field. Avaya Agent uses the unique contact information to link the Siebel contact record to the Avaya IC contact history.
  • Page 210 Chapter 9 Using Avaya Agent with Siebel Avaya Agent builds an activity for Jane Connor in Siebel Call Center, as shown in the following illustration. 2 In the Web Agent, read the customer’s question in the scroll box above the Transcript area. You may need to scroll to see the customer’s entire question.

  • Page 211: Viewing Contact Information With Siebel Call Center

    Activities areas with the contact information. Displays details of the current Avaya IC contact in a tab of the EDU Viewer in Avaya Agent. Displays details of previous contacts from the Siebel contact in a tab of the Contact History Browser in Avaya Agent.
  • Page 212 Chapter 9 Using Avaya Agent with Siebel The EDU Viewer and the Contact History Browser are located in the Contact pane of Avaya Agent, as shown in the following illustration. To view details of a previous contact, double-click a contact in the Contact History Browser. Avaya Agent displays the linked Siebel activity into Siebel Call Center, in addition to the actions described in “Viewing Contact Information with Siebel Call...

  • Page 213: Index

    Active Contact Viewer contact loads (chat and email) after call work Outbound Contact after email or chat work Available state Agent Blending Avaya Agent Outbound Contact and media channels components Agent Resources frame creating free seating agent state...
  • Page 214 (Outbound Contact) email automatic dialing Siebel Call Center predictive Contact History Browser preview chat contact Directory button email contact Do Not Call list filtering DTMF overview of sending numerical information voice contact Dual-Tone Multi-Frequency duration time 214 Avaya Agent User’s Guide...
  • Page 215 Outbound List Processing approving or rejecting Prompter WrapUp script attaching a file Softphone being alerted to a contact exiting canceling a reply Avaya Agent completing Siebel Call Center deferring until later external agents deleting a reply alerts related to Dismiss status...
  • Page 216 Avaya Agent preview menu bar, Web Agent logging in Message Center email logging out see Email Management outbound jobs migrated resources rescheduling calls minimize Scheduled Calls monitoring chat sessions Status Control bar 216 Avaya Agent User’s Guide...
  • Page 217 Softphone overview of reloading EDU Viewer layouts requesting more information outcome information requesting for second time overview of Avaya Agent rescheduling Outbound Contact calls resetting EDU Viewer layouts Softphone Page Push panes resolving email...
  • Page 218 Find option preference to check automatically finding agents with Find dialog box Status Bar, Web Agent icons in Status Control bar, Avaya Agent languages, searching for agents with stray calls looking up information in Suggested Responses opening supervisors...
  • Page 219 Index other user interface resources viewing setting agent state contact history – setting channel load contact information Status Bar customer information toolbars deferred emails in system viewing customer DataWake Siebel Call Center history viewing your DataWake voice chat Web chat. See chat. voice contacts answering Web Management.
  • Page 220 Index 220 Avaya Agent User’s Guide...

This manual is also suitable for:

Interaction center 6.0

Table of Contents