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Avaya MultiMedia Module iContact Manual

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MultiMedia Module
iContact Manual
40DHB0002UKDB – Issue 2 (04/2003)

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Summary of Contents for Avaya MultiMedia Module iContact

  • Page 1 MultiMedia Module iContact Manual 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 2: Table Of Contents

    Logging on to iContact ........ 7 Responding to an Inbound Telephone Request25 Exiting iContact ........... 7 Fast Transfer...........25 Supervised Transfer........25 Introduction to the iContact Interface ..8 WWW Requests ........26 Menu bar ............. 8 Inbox fields ............26 File Menu............. 8 Responding to a WWW Request ....26...

  • Page 3: Introduction

    Web, and engaging in interactive chat sessions all in addition to the daily barrage of phone calls. iContact enables each workgroup to automate the management of its internal and external interactions according to predefined rules for contact handling.

  • Page 4: How This Guide Is Organized

    Information you need to provide. Important! Before you Begin… If you are installing and using the iContact module for the first time, you are required to setup the initial iContact Configuration properties. The configuration screen pops up by default the first time you start iContact (see page 5). Consult with your system administrator for details.

  • Page 5: Icontact Initial Configuration Setup

    The iContact Configuration properties enable the iContact module to initiate, connect, exchange information and communicate with other MMM complementary modules. If you are installing and using iContact module for the first time, you are required to setup the initial iContact Configuration properties. The configuration screen pops up by default the first time you start iContact.

  • Page 6: Telephony Property Settings

    Position ID for ACD Telephone extension connected to telephone switch ACD (part of ACD pool group) Outbound Dial Prefix External dialing prefix (if required) Page 6 - iContact Initial Configuration Setup MultiMedia Module iContact Manual Configuration Properties Menu 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 7: Using Icontact

    Logging on to iContact The Login Screen provides a single step for logging on to iContact interface as well as the telephone set assigned to the PC. iContact will read your ID number from your PC and provide you with a login screen. Follow the steps below to login: 1.

  • Page 8: Introduction To The Icontact Interface

    Using iContact Introduction to the iContact Interface The iContact interface displays multimedia contacts waiting in queue for treatment and the tools required to respond to those contacts. Multimedia contacts appear in the Inbox. Contacts can be identified as to type of media, sender, time of arrival and content.

  • Page 9: Toolbar

    Using iContact Introduction to the iContact Interface - Page 9 Toolbar The Toolbar provides buttons/icons to perform contact interaction activities. The buttons on the left hand of the screen are common to all contact forms. The icons to the right are designed for dialing and answering telephone calls. Most toolbar buttons correspond to a menu command.

  • Page 10: Vertical Icon Bar

    Page 10 - Introduction to the iContact Interface Using iContact Vertical Icon bar The Interaction Suite allows you to receive and respond to contacts from a variety of media types. Icons represent each media type that you have been assigned to handle.

  • Page 11: Inbox

    Media Status As iContact is a workgroup enabled application you may be sharing interaction management responsibilities with other members of your team. The left hand column contains icons that depict the current treatment status of an interaction.

  • Page 12: Preview Window

    Page 12 - Introduction to the iContact Interface Using iContact Preview Window When you double click on a contact record , the Preview Window displays the details related to the content. You are able to preview an unlimited number of contacts before accepting the contact for treatment.

  • Page 13: Properties And Internal Collaboration Features

    In the View Menu, the Properties screen takes you to two tabs: User Properties and Genie. In addition, iContact makes provision for you to view the status of other members of your workgroup. You can engage in internal communications via phone or text chat, or e-mail with other group members.

  • Page 14: User Properties Settings

    If this field is enabled, you can click the arrow buttons to change the length of the interval. Page 14 - Properties and Internal Collaboration Features MultiMedia Module iContact Manual Properties Menu 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 15: Genie Properties Settings

    Request mode. Let Genie Announce Internal Provides notification of the arrival internal Messages messages from team members. MultiMedia Module iContact Manual Properties and Internal Collaboration Features - Page 15 40DHB0002UKDB – Issue 2 (04/2003) Properties Menu...

  • Page 16: Outlook Properties Setting

    The Outlook screen is used to provide the contact information after the contact is offered and accepted by the iContact user. The contacts are retrieved from the Outlook contacts list that normally is in the Exchange public folders. For the Telephone, Web Callback and Proactive calls the search key is based on Caller ID or Telephone number and for Email calls the search is based on the sender's Email address.

  • Page 17: Internal Collaboration Features

    Internal Collaboration Features Viewing Team Member Status iContact furnishes the means to communicate with other members of your workgroups. When you are required to transfer a call to another member, you can check to see if the individual is engaged in other contact activities or is available to answer prior to sending it through.

  • Page 18: Sending An Internal Memo

    Properties and Internal Collaboration Features Sending an Internal Memo iContact supports internal chat among team members. You have the option of chatting with an individual team member, all the members of your group or everyone who is logged on to iContact.

  • Page 19: Sending Internal E-Mail

    Properties and Internal Collaboration Features Internal Collaboration Features - Page 19 Sending Internal e-mail You can send internal e-mail correspondence without having to log out of the iContact application. 1. Click the Team Member icon to view the status of workgroup members.

  • Page 20: Multimedia Contact Handling

    Introduction This Section delves into the methods by which you can manage your inbound and outbound contacts. iContact is designed to supply both current and historical data with the contact so you can respond knowledgeably and personally to different requests.

  • Page 21: Request Mode

    Interaction time will begin running when the contact is accepted. If you do not accept within the defined preview parameters, the contact will be returned to queue. Or click Reject to send it back to the queue. MultiMedia Module iContact Manual Multimedia Contact Handling - Page 21 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 22: Selective Mode

    Accept and reject buttons are not available for telephony calls. Also there would be no preview time counting down for telephony calls. Page 22 - Multimedia Contact Handling MultiMedia Module iContact Manual Contact Handling Procedures 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 23: Follow-Up

    Check the Reminder button and enter the time. 3. Select Close from the Task Bar and close the call. 4. The reminder message will pop at the appropriate time. MultiMedia Module iContact Manual Multimedia Contact Handling - Page 23 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 24: Closing A Contact

    Click the Ready/Not Ready icon on the Toolbar to make yourself Not Ready. The green icon light will turn red. To resume, click the icon again. The icon will change from red to green. Page 24 - Multimedia Contact Handling MultiMedia Module iContact Manual Contact Handling Procedures 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 25: Responding To Specific Media Contact Requests

    The telephone set at your workstation can provide backup in the event of a service disruption to your computer. The iContact is designed for use with a headset that is plugged into the telephone set. Inbox Fields When you receive an inbound call, it appears in the Inbox.

  • Page 26: Www Requests

    1. After accepting a WWW request, the entire message will appear in the Content Window. Click the Web browser link and iContact will bring up the HTML page. You can view the page from which the contact person initiated the Web request.

  • Page 27: E-Mail Requests

    The name of the person who has sent the email message. Customer ID Account or identifying reference number. Subject The subject of the e-mail message. MultiMedia Module iContact Manual Multimedia Contact Handling - Page 27 40DHB0002UKDB – Issue 2 (04/2003) Responding to Specific Media Contact Requests...

  • Page 28: Replying To An E-Mail Request

    To reply by e-mail: 1. Click inside the reply form in the message field. The reply message, by default, contains the original e-mail message together with all the attachment files. iContact automatically populates the e-mail address of the original sender.

  • Page 29: Chat Requests

    Displays the time and date at which the request was received by the system. Contact Name Name of the contact Customer ID Contact’s Account Number or reference Number MultiMedia Module iContact Manual Multimedia Contact Handling - Page 29 40DHB0002UKDB – Issue 2 (04/2003) Responding to Specific Media Contact Requests...

  • Page 30: Responding To A Chat Request

    4. Enter a URL and click on Push URL. This will cause a new web based window to open on the Client and to navigate to the supplied web page. Page 30 - Multimedia Contact Handling MultiMedia Module iContact Manual Responding to Specific Media Contact Requests 40DHB0002UKDB – Issue 2 (04/2003)

  • Page 31: Proactive Outbound Campaign Contacts

    1. If you are in Auto Dial mode, the iContact program automatically dials the phone number in the Phone Number field when the contact request has been accepted. 2. If you are not set up for Auto Dial, iContact delivers the record with the phone number inserted in the telephone number field.

  • Page 32: Initiating New Contacts

    You will be still able to make phone calls when handling static contact media like e-mail or Web callback. When you dial a number, iContact provides notification of the status of your call letting you know when you are dialing, connected and disconnected.

  • Page 33: Using Outlook With Icontact

    • Menu bar • Icon bar • Internal Collaboration Accessing iContact’s Outlook Click the Outlook button at the bottom of the vertical icon bar. The iContact icons convert to Outlook selections. Menu bar File Menu The File Menu allows you to initiate activities in Outlook that are independent of iContact interactions.

  • Page 34: Internal Collaboration Features

    If you and your group members are equipped with Microsoft Outlook as the e-mail program, you can send internal e-mail correspondence without having to log out of the iContact application. The e-mail will be sent to the team member’s iContact Outlook inbox.

  • Page 35: Glossary

    HTTP server program on the other. iChat iChat is a service that forwards chat requests to the chat queues. iContact Converts the PC to an all-in-one communications and data tool by allowing enterprise knowledge workers to prioritize and manage all interactions from one interface.
  • Page 36 Page 36 - iContact Outlook Interface Glossary Glossary (cont.) iPhone iPhone is a service that applies telephony rules. iServer iServer consists of two parts. One is WT service, and the other is a combination of different server components, that run on the Microsoft transaction server.

  • Page 37: Index

    Telephony Property Settings ......6 iServer Properties Vertical Icon bar ......... 7 , 10 , 33 Default..............5 WWW ............10 , 26 iServer Property settings ........5 MultiMedia Module iContact Manual Index - Page 37 40DHB0002UKDB – Issue 2 (04/2003)
  • Page 38 Avaya Inc. All other trademarks are the property of their respective owners. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to "wgctechpubs@avaya.com".

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