Answering A Chat Contact From A New Customer - Avaya Interaction Center User Manual

For voice and email contacts, where Avaya Agent displays a contact record in Siebel Call Center,
the record opens with the following:
Unknown in the First Name field
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Contact in the Last Name field
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Unique contact information (depending on the type of contact):
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For voice contacts, the telephone number in the Work # field
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For email contacts, the email address in the Email field.
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Avaya Agent uses the unique contact information to link the Siebel contact record to the Avaya IC
contact history.
To update a contact record in Siebel Call Center:
1 In the First Name field, delete Unknown and enter the customer's first name.
2 In the Last Name field, delete Contact and enter the customer's last name.
3 Enter the customer's information in the remaining fields.
4 Click in an open grey area of the Contact section of Siebel Call Center to save the Siebel
contact record.

Answering a Chat Contact from a New Customer

In this example, Jane Connor logs in to the company Web site. Because this is the first time Jane
has asked for help and her license information is not easily available, she logs in as a "guest user."
She browses through the Help pages on the company Web site, but cannot find any information to
resolve her problem.
Jane Connor has a service agreement with the company, which gives her up to 10 hours free
support each year. Therefore, she decides to get help directly from the contact center, which
requires her to be a registered user. After a brief search, she locates her license information and
creates a customer record for herself on the company Web site. She then requests a chat contact
with an agent.
You are available for a chat, and Jane Connor's contact is routed to your Chat task list.
To answer the chat contact:
1 Double-click the chat contact in your Chat task list.
The Web Agent opens on your desktop and displays Jane Connor's chat contact.
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Answering Contacts with Siebel Call Center
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