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For more information about using Outbound Contact Management, see
Outbound Contact
Agent State," on page
Contact History Browser and EDU Viewer
You use the Contact History Browser and the EDU (electronic data unit) Viewer to locate
information about the contacts in your task lists. Each tab in the Contact History Browser contains
the history of a current contact in your task lists. Each tab in the EDU Viewer contains information
about a different current contact in your task lists. The EDU Viewer identifies each contact by the
EDU assigned to the contact by the Business Application.
The bottom frame of the Avaya Agent also contains buttons that you use to access the following:
Active Contact Viewer – Displays information about an active email contact from the same
customer that was assigned to another agent.
Prompter Scripts
Your system administrator develops Prompter scripts to assist you while you handle contacts. Each
script is designed to provide a consistent method for you and other agents to communicate with
customers. It ensures that you obtain information from customers and give them other information,
as your company requires. Prompter scripts may contain statements for you to say to customers.
They may also contain radio buttons and text fields you use to indicate a customer's answers, and
a selection of reasons that explain the customer's question and how you handled the contact.
You may use Prompter scripts to do the following:
Collect information about customers
n
Provide answers and information to customers
n
Enter wrap-up information about a contact with a customer
n
Contact a customer for a marketing or sales campaign
n
Each answer that a customer gives determines the next step in a Prompter script. For example, if a
customer calls with a problem about a product they purchased from your company, the script is
different for a customer who has a valid product warranty than for a customer who does not.
A Prompter script may be displayed automatically at certain times, for example when you answer
a customer contact or when you press the Next Call button in the Outbound Lists pane.
Calls". For information about setting your agent state, see
46.
Contact History Filter – Filters the records in the Contact History Browser to access only
the historical information you need for the current customer contact.
Avaya Agent
Chapter 7, "Managing
"Changing Your
Issue 1.0 June 2002
23
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