Avaya Interaction Center 6.0 Manuals

Manuals and User Guides for Avaya Interaction Center 6.0. We have 2 Avaya Interaction Center 6.0 manuals available for free PDF download: User Manual, Programmer's Manual

Avaya Interaction Center 6.0 User Manual

Avaya Interaction Center 6.0 User Manual (220 pages)

Brand: Avaya | Category: Software | Size: 2.58 MB

Table of Contents

Table of Contents
3
Before You Begin
9
Contacting Technical Support
9
1 Overview

13
- Avaya Agent
  14
  - Using Avaya Agent with Multiple Languages
    16
  - Avaya Agent Menu
    16
  - Avaya Agent Status Control Bar
    17
  - Task Lists
    18
  - Softphone
    19
  - Outbound List Processing
    20
  - Avaya™ Outbound Contact Management
    21
  - Contact History Browser and EDU Viewer
    23
  - Prompter Scripts
    23
- Web Agent
  24
2 Managing Avaya Agent

41
- Logging in and Logging out
  41
- Setting Your Availability
  45
  - Changing Your Agent State
    46
  - Manual Mode
    48
  - Automatic Mode
    48
  - Setting Your Channel Loads
    49
- Opening an Application Focus
  50
- Viewing Customer and Contact Information
  51
  - Viewing Active Contact Information
    52
  - Viewing Contact History Information
    53
- Reloading Layouts in the EDU Viewer
  55
  - Clearing Current Contacts in the EDU Viewer
    55
  - Reloading EDU Viewer Layouts
    55
- Using the Unified Agent Directory
  56
  - Looking up Information
    58
  - Updating UAD Information
    66
- Using Screen Pops
  67
- Wrapping up Contacts
  67
  - Using the Wrapup Dialog Box
    68
  - Using a Wrapup Prompter Script
    69
- Troubleshooting
  71
  - Avaya Agent Stops Responding
    71
  - Avaya Agent Stops Responding with Outbound Contact
    72
3 Managing Inbound Voice Contacts

73
4 Managing Email

87
- Being Alerted to a New Email Contact
  88
- Using the Email Task List
  88
  - Icons in the Email Task List
    89
  - Text in the Email Task List
    90
- Viewing Email History
  91
- Composing a Normal Email Reply
  94
- Addressing Emails with the UAD
  97
- Using Resources in Email
  100
  - Using Global, Agent, or Email Template Resources in an Email
    101
- Using Suggested Responses
  102
- Sending an Email to an External Agent
  103
- Transferring an Email Contact
  105
- Deferring an Email
  106
- Saving a Draft
  107
- Forwarding an Email
  107
- Spell Checking Your Emails
  109
- Requesting more Information from Customer
  111
- Responding to an Email Alert
  111
- Resolving an Email
  112
- Originating an Outbound Email
  113
- Approving or Rejecting an Email
  116
- Handling a Rejected Email
  118
- Using Multiple Languages with Email
  119
- Wrapping up and Completing an Email Contact
  120
5 Managing Chat Sessions

121
- Being Alerted to a New Chat Contact
  122
- Using the Chat Task List
  123
- Handling a Basic Chat Session
  124
- Sharing Browsers with a Customer
  128
  - Technical Issues with Shared Browsing
    129
  - Using Auto-Sync
    129
  - Pushing a Web Page
    131
  - Helping Your Customer Enter Information
    131
- Using Resources in a Chat Session
  133
- Spell Checking Your Messages
  135
- Using the Phone in a Chat Session
  136
  - Handling a Chat & Phone Session
    137
  - Handling a Chat & Voip Session
    140
- Transferring a Chat Contact
  142
- Handling a Join Us Conference
  144
- Handling Simultaneous Chat Sessions
  146
- Monitoring a Chat Session (Supervisors Only)
  147
- Starting a Lotus Sametime Session
  149
- Viewing the Customer's Datawake Record
  150
  - Escalation Page
    150
  - Browse Pages
    151
- Using Multiple Languages in Chat Sessions
  152
- Wrapping up and Completing a Chat Contact
  153
6 Performing Chat & Email Tasks

155
- Managing Resources
  155
  - Resource Types and Examples
    156
  - Creating New Agent Resources
    157
  - Creating New Global Resources (Supervisors Only)
    160
  - Editing Your Resources
    161
  - Deleting a Resource
    161
  - Viewing Your Resources
    161
  - Organizing Your Resources
    163
- Importing Migrated Resources
  164
- Setting Preferences
  165
  - User Interface Preferences
    166
  - Contact Preferences
    168
  - Email Preferences
    169
  - Chat Preferences
    170
  - Other Preferences
    171
- Using Web Self-Service
  172
- Viewing Your Own Datawake Record
  176
7 Managing Outbound Contact Calls

179
- Using Avaya Agent with Outbound Contact
  179
- Getting Started with Outbound Contact
  181
- Proceeding through Agent Tasks
  183
  - Identifying an Unsuccessful Call
    185
  - Managing the Conversation
    186
  - Leaving Outbound Jobs
    193
  - Logging out of Outbound Contact
    194
- Agent Blending
  194
  - Releasing You from Outbound Contact
    194
  - Acquiring" You from Media Channels
    195
- Task Summary
  195
- Performing an Outbound Contact Job
  196
8 Managing Outbound Lists

199
- Overview of Outbound List Processing
  199
- Making Calls with Outbound Lists
  201
9 Using Avaya Agent with Siebel

203

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Avaya Interaction Center 6.0 Programmer's Manual

Avaya Interaction Center 6.0 Programmer's Manual (74 pages)

Agent Data Unit Server

Brand: Avaya | Category: Server | Size: 0.84 MB

Table of Contents

Table of Contents
3
Before You Begin
5
1 The Adu Server

9
- Overview
  9
- Start-Up Procedures
  9
- Cooperation of ADU Servers
  10
2 The Agent Data Unit

11
- Definition of an ADU
  11
- The ADU Lifecycle
  11
  - ADU Creation
    11
  - ADU Activity
    11
  - ADU Termination
    12
- Listing Active Adus
  12
- The ADUID
  13
- The ADU Data Table
  13
- ADU Contents
  14
  - Core ADU Fields
    15
  - Agent ADU Fields
    16
  - Voice Data Containers
    19
  - Queue ADU Fields
    20
- Containers
  21
3 Event

27
- ADU Event Monitoring
  27
- Starting and Stopping Event Monitoring
  28
- Setting Event Monitoring Criteria
  29
  - Monitoring Criteria: Syntax
    29
  - Relational Operators
    31
  - Boolean Operators
    32
  - Monitoring Criteria: Wildcards
    32
  - Monitoring Criteria: Examples
    33
4 Alarms

35
5 Adu Server Configuration

36
- System Considerations
  37
- ADU Server Alias Name
  37
- Configuration Parameters
  37
6 Idl Specification

43
7 Adu Server Methods

45
- Method Objectives
  45
- Exception Information
  45
- Routing Requests
  46
- Method Overview
  46
- Methods
  48
- Index
  69

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