Originating An Outbound Email - Avaya Interaction Center User Manual

A customer sends a frequently asked question (FAQ) about cameras, for example. You apply a
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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.
To resolve an email:
1 Become familiar with the email statuses that are available to you before you need to use them.
Ask your administrator for information, or click the Resolve button in the Email Preview mode
and read the description of each status.
2 When you receive an email contact that you need to resolve because it fits one of the statuses,
display the email in the Email Preview mode.
3 Click Resolve.
A dialog box is displayed asking you to select a status to apply to this message.
4 If the email is in a language that is not the primary language used at your company, select the
language from the Filter by Language drop-down menu.
5 Read the description of each status.
6 If an email template is displayed in the scroll box at the bottom of the dialog box, read the
message for each status to see if it is an appropriate response to this email.
7 Select the status that is appropriate for this email, and click Resolve.
The Email Management software carries out the action that is associated with this status. The
dialog box closes and the email contact is removed from your Email task list.

Originating an Outbound Email

You may occasionally want to originate an email, that is, to send an email that is not a reply to an
incoming customer email. For example, you may want to ask a question of your supervisor or
another agent.
To originate an outbound email:
1 If the Web Agent is not currently displayed, click the Web Agent button in the task bar.
2 In the Web Agent, select Tools > Compose Email.
Tip: You may see strings of characters within the messages that you do not
understand. These character strings may be variables, that is, character strings that
stand for information that changes automatically when the template is used. For
example, the %date% character string may be a date variable that will change to the
current date and %customername% may change to the current customer's name
whenever you use this resource.
Originating an Outbound Email
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