Avaya Interaction Center User Manual page 117

b Click Send.
The email is sent directly to the customer.
6 If you see problems with the email, do the following:
a Click Reject from the drop-down menu.
The Information Bar changes to indicate that you rejected the agent's message.
b Write a message explaining to the agent exactly what they need to do to make the email
reply acceptable.
Note: You may want to ask your administrator whether the agent who receives this
rejected email is always the agent who wrote the reply. In some cases, the
administrator has set up the software so that an Approver's comments and a copy of
the original email reply are sent to any available agent.
You may want to ask your administrator whether the agent who receives this rejected email
is always the agent who wrote the reply. In some cases, the administrator has set up the
software so that an Approver's comments and a copy of the original email reply are sent to
any available agent.
c Click Send.
A confirmation dialog box is displayed.
d Click Yes.
This message is sent to the agent for correction. When the agent corrects the message and sends
it again, the reply may be sent directly to the customer or it may be routed to you or another
Approver, depending on the setup at your contact center.
Approving or Rejecting an Email
Issue 1.0 June 2002 117