Answering Contacts With Siebel Call Center; Handling Screen Pops - Avaya Interaction Center User Manual

Answering Contacts with Siebel Call Center

When a contact arrives in your contact center, Interaction Center creates an EDU
(electronic data unit) for that contact. It then forwards the contact to the first available agent (using
the rules set up by your system administrator).
All of your contacts are delivered to the appropriate task list of your Media pane. When you
answer a contact, Avaya Agent looks up the record. It then places the information in a Contact
record in Siebel Call Center for the contact. For email and chat contacts, Avaya Agent uses the
subject line that customers typed in their email or their chat request.
If your system has no previous record for that contact, the Siebel contact opens as an Unknown
Contact. You must update that record with contact information before wrapping up the contact. For
more information, see
Avaya Agent automatically links the new Siebel contact with the Avaya IC contact. After you
close the contact, the system creates an Avaya IC contact history for the Siebel contact.
For more information about handling contacts in Avaya Agent, see:
"Handling a Basic Voice Contact," on page 75
n
"Composing a Normal Email Reply," on page 94
n
"Handling a Basic Chat Session," on page 124
n

Handling Screen Pops

Screen pops are dialog boxes that are displayed on your screen when an incoming Avaya IC
contact is assigned to you. The dialog box asks if you want to accept the contact at this time. When
the contact is a Siebel Call Center contact, if you click Yes in the screen pop, the Siebel contact
and associated activities are displayed in the Contact screen of Siebel Call Center, along with
customer information from the Avaya IC contact.
Depending on how the system administrator configured your system, Avaya Agent automatically
displays screen pops in Siebel Call Center with any of the following events:
First incoming contact – When the first contact is assigned to you after you logged in or after
n
you wrapped another contact. Screen pops are not automatically displayed for subsequent
contacts until you wrap the first contact.
Contact activation – When you activate a contact in Avaya Agent by double-clicking the
n
contact in your task list, or you take a voice contact off hold.
n Any incoming contact – When a contact arrives in a task list, whether you have another active
contact or not.
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.
"Updating a Siebel Contact Record," on page
Answering Contacts with Siebel Call Center
208.
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