Index - Avaya Interaction Center User Manual

I
NDEX
A
,
Active Contact Viewer 23 52
after call work 67
after email or chat work 155
Agent Blending
Outbound Contact and media channels
Agent Resources 100
157
creating
agent state 46
automatic mode 48
Aux-work 46
Available 46
changing all media channels
changing one media channel
–
Init. aux-work 46 47
manual mode 49
overview of 46
setting 46
status control bar 17
agents
43
ID field
,
outbound 179 199
password field 43
station ID field 43
,
aimagentcl.hta 124 148
16
always on top
19
answer button
answering
121
chat contacts
contacts in Siebel Call Center
email contacts 94
voice contacts 74
application focus 50
applications
42
logging in
opening focus 50
resizing 50
approving email 116
Aspect switch, Hold button with
Auto Answer 75
Auto-In work mode 84
48
automatic mode
Auto-Sync 129
Aux-work state 46
194
47
47
207
76
availability for contacts 45
agent state 46
channel load 49
contact loads (chat and email)
182
Outbound Contact
Available state 46
Avaya Agent
components 14
frame 45
free seating 42
logging in 41
logging out 45
menu 16
Outbound List Processing
overview 14
Prompter scripts 23
Softphone 79
17
Status Control bar
Web Agent 121
B
Business Applications
42
logging in
busy button 19
C
call list. See Phone task list.
calling customers
Outbound Contact 179
Outbound List Processing
calling lists
Outbound Contact 179
Outbound List Processing
calls, inbound. See voice contacts.
calls, outbound. See Outbound Contact or Outbound List Process-
ing.
campaign
outbound 22
68
category information
changing
agent state 46
49
channel load
channel loads 50
display of 18
setting 49
50
20
,
199 201
199
213