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Chapter 6 Performing Chat & Email Tasks
Contact Preferences
The options in the Contact tab apply to both email and chat contacts. The options, as shown in the
following illustration, are as follows:
Wait for agent confirmation before accepting a contact – If you select this option, a dialog box,
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called a "screen pop," is displayed whenever a new email or chat contact arrives, allowing you
to accept or reject the contact. If you reject the contact when the dialog box is displayed, the
contact is assigned to another agent.
Alert with sound when a new contact arrives – If you select this option, a sound is played
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whenever a new email or chat contact is assigned to you. The sound is the Microsoft
Windows default beep, defined in the properties for system sounds in the Windows Control
Panel.
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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
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