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Chapter 6 Performing Chat & Email Tasks
10 If this is an email resource and you want to attach a file or files to the resource, do the
following:
a Click the Attachments tab and then the Add Attachments (paper clip) button.
b Use the drop-down menu and the buttons at the top of the Open dialog box to locate a file
you want to attach. The file can be on your local hard drive or on any drive on the network
to which you have access.
c If you want to attach more files, click the Add Attachments button again.
d Click OK.
11 Read carefully everything that you have entered in the New Resource dialog box.
12 Click OK.
If you need to change anything in this resource after you click OK, right-click it and select Edit
Resource menu.
13 Click the Save Resources button in the Resources toolbar.
The resource is saved with your login ID so it will continue to be available to you until you
delete it.
Creating New Global Resources (Supervisors Only)
If you are a supervisor, you can create Global Resources for agents or groups of agents. You may
want to create separate resources for different tenants or agents in different language groups.
Follow the instructions in
necessary. Begin by selecting the Global Resources folder or any of its subfolders.
When you click Save in the Resources toolbar, the resources you created or modified in the Global
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
Tip: To spell check your resource, select the text that you have entered and click
Ctrl-C to copy it. Then select Tools > Compose Email. Put your cursor in the Text
Composition Area of the email and click Ctrl-V to paste the text. Click the Spell
Check button from the email toolbar and run the Spell Checker. After you correct any
errors, you can copy the message and paste it back into the New Resource dialog box.
"Creating New Agent Resources," on page
157, adapting them as
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