Avaya Interaction Center User Manual page 216

Index
Information Bar 32
–
Init. aux-work state 46 47
initiating
email 113
telephone call 81
J
jobs, Outbound Contact 179
Join Us Conference 144
L
languages
multiple languages with chat
multiple languages with email
searching for agents for specific languages
searching for agents with
spell checking 152
Leave Job 193
limit for handling contacts 18
Live Help. See chat.
–
logging in 41 42
Business Applications 42
free seating 42
44
media channels
Outbound Contact 181
pop-up menu 206
Siebel Call Center 205
logging out 45
194
Outbound Contact
Siebel Call Center 206
Lotus Sametime 149
M
manual mode 49
media channels
changing agent state for all
changing agent state for one
44
logging in
releasing outbound agents from
setting channel load 49
Media tab
Status Control bar 17
menu
Avaya Agent 16
menu bar, Web Agent 32
Message Center email
see Email Management
migrated resources 164
minimize 16
monitoring chat sessions 147
216 Avaya Agent User's Guide
152
119
62
64
47
47
194
N
192
nuisance calls
O
Off Break 193
on hold 76
opening
application focus 50
Siebel Call Center 206
originating
email 113
telephone call 81
originating an email 113
,
outbound agents 179 199
outbound calling 13
Outbound Contact 181
Outbound List Processing
Outbound Contact 13
agent profile 181
agent tasks 183
adding to Do Not Call list
calling customers 179
going off break 193
going on break 192
handling nuisance calls
identifying unsuccessful calls
182
joining jobs
leaving jobs 193
making yourself available
previewing customer information
reading the script 186
rescheduling Outbound Contact calls
resuming outbound calling
speaking with customers
stray calls 188
summary of agent tasks
being acquired from media channels
being released to media channels
dialing modes
automatic 181
predictive dialing 181
preview 183
logging in 181
logging out 194
outbound jobs 22
rescheduling calls 185
181
Scheduled Calls
Status Control bar 18
199
188
192
185
182
183
186
–
192 193
186
195
195
194