Deferring An Email - Avaya Interaction Center User Manual

Chapter 4 Managing Email
8 Click Blind Transfer.
The email is transferred and the email contact is removed from your task list.
9 In the box on the right, select the queue or agent and click the Blind Transfer button.
The Email is transferred to the queue or agent that you specified. The contact is removed from
your Email task list.

Deferring an Email

When you need considerable time to find an answer to a customer's question or a solution to the
customer's problem, you can defer the email contact so that you can work on it at a later time.
When an email contact is deferred, another email contact can be routed to you in the place of the
deferred contact.
To defer an email:
1 Click the Defer button in the email Status Bar.
The message you have composed is saved as a draft. The email contact remains in your Email
task list. You are available for another email to replace this one. The wait time for the contact
continues to count while the contact is deferred.
The Email Compose window for this email goes away.
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