Avaya Interaction Center User Manual page 159

7 URL resource – Type the entire URL, beginning with
not type any text other than the URL.
If you do not begin the address correctly, you will not see an error message at this time.
However, you will see an error message when you try to send it to a customer. If you send a
URL with an incorrect address, the customer who receives it will see an error message when
their browser attempts to locate the Web site.
Tip: When creating a URL resource, you can copy a URL from your browser and
paste it into a resource. Select the entire address from the browser's Location or
Address box and click Ctrl-C. Put your cursor in the scroll box of the New Resource
dialog box and click Ctrl-V. The URL is pasted into the dialog box.
8 Text resource – Type the message that you want customers to see.
9 Email resource – Fill in the fields as follows:
Tip: Click the buttons beside the To, Cc, and Bcc fields to look up the email
addresses of other employees of your company or External Agents in the Unified
Agent Directory (UAD). See the description of the fields below. When you find the
name of a person you want to add to the field, double-click the name.
Enter information into the Header fields according to this information:
To – When agents use this resource in emails they compose, any addresses you add to this
field will be added to any recipient addresses already in the To field.
Cc – Any addresses you enter here will be entered in the Cc field of emails using this
resource. If the agent does not delete an address in this field, copies of the email will be sent
to that address.
Bcc – The agent will see any addresses you enter here when viewing the resource. However,
when recipients receive this email, any addresses entered here will be invisible.
Subject – If the agent has already typed a Subject in an email before using this resource, the
Subject in the resource will replace any Subject the agent has already typed.
a To: You should probably leave this field blank. Your current customer's address will be
filled in here automatically each time you send this resource.
b Cc: If you want another person or persons to receive a copy of this email whenever it is sent
to a customer, type the email address or addresses here. You may include an address to
inform someone in your company that a customer is seeking help on this topic. Your
customer will see the address or addresses that you include here.
c Bcc: If you want another person or persons to receive a copy of this email whenever you
send it to a customer, but you do not want your customers to see the address or addresses,
type the email address or addresses here.
d Subject: Type the subject of this email. Your customer will see this in their email display
window before they open the email.
Managing Resources
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