Avaya Interaction Center User Manual page 214

Index
channels. See media channels.
chat
being alerted to a contact
Chat & Phone 137
Chat & VoIP 140
153
completing a contact
conducting a session 124
conducting multiple sessions
Join Us Conference 144
languages, multiple 152
logging in 44
monitoring sessions 147
149
Sametime
sending resources 133
sending URLs 131
using Shared Browsing 128
136
voice chat
wrapping up a contact 153
Chat & Phone 137
Chat & VoIP 140
chat contacts
answering 121
completing 153
Contact History Browser
icons in task list 123
list of 123
153
wrapping up
Chat task list
Duration 123
icons, meaning of 123
overview of 123
123
Waiting
chat with voice 136
closing
Siebel Call Center 206
Collaborative Form Filling 131
completing
chat contacts 153
email contacts 120
,
75 86
voice contacts
components 14
contact history
Contact History Browser
email 91
Siebel Call Center 211
Contact History Browser
53
chat contact
email contact 53
filtering 53
overview of 51
53
voice contact
214 Avaya Agent User's Guide
122
146
53
53
Contact History Filter 53
overview of 23
sorting contacts 53
contact load
chat 147
contact loads (chat and email)
contact pane
23
Prompter
viewing information 51
contacts
Active Contact Viewer 52
completing chat 153
completing email 120
,
completing voice 75 86
Contact History Browser
53
Contact History Filter
Prompter scripts 69
setting load 49
viewing information 51
67
wrapping up
WrapUp dialog box 68
Content Analyzer 102
CTI - Server Failure 75
current topic in Web Self-Service
customer
viewing DataWake 150
D
database, FAQ. See Web Self-Service.
DataWake
viewing customer record
viewing your own record
deferred emails, checking for
106
deferring an email
DEFINITY
84
Auto-In work mode
entering reasons for unavailability
reason codes 84
using Softphone with 82
deleting
161
resources
dial directory. See Unified Agent Directory (UAD).
dialing modes (Outbound Contact)
automatic dialing 181
predictive 181
preview 181
Directory button 19
188
Do Not Call list
DTMF 82
sending numerical information
Dual-Tone Multi-Frequency
duration time 123
50
53
174
150
176
52
84
83
82