Nortel Contact Center Multimedia Installation And Maintenance Manual page 1376

Contact life cycles
The e-mail script is applied, using information such as the skillset and
priority and contact type assigned to the e-mail message. From the script, it
is determined which agent receives the contact.
The contact information is also included in reports.
4. The contact is passed to the Communication Control Toolkit to present the
contact to an agent.
5. The contact is presented to the agent in the Contact Center Agent Desktop.
6. Associated contact data, such as the ID and contact information is passed to
the Contact Center Agent Desktop along with the e-mail message.
7. Customer details for the contact are received from the Multimedia database
through the Web services.
8. The agent replies are written to the Multimedia database through Web
Services. The E-mail Manager polls the database for outgoing e-mail
messages.
Information about what e-mail address is used for replies to customers is
configured in the Contact Center Multimedia Administrator E-mail
Manager configuration.
Customer detail updates, additions to the contact history, and contact ID
information are stored in Multimedia database.
9. The agent closes the e-mail contact by specifying a closed reason code, if
closed reason codes are configured in the Contact Center Multimedia
Administrator.
Alternately, the agent can postpone the contact, forward the contact to
another agent, or forward the contact to a person outside of the contact
center. The agent then is reassigned the contact to complete it later.
1376 Contact Center Multimedia/Outbound
Standard 7.16