Avaya Interaction Center User Manual page 217

,
tab 22 180
unsuccessful calls 185
Web Scheduled Calls 181
199
Outbound List Processing
201
calling customers
overview of 20
tab 14
outcome information 68
overview of Avaya Agent 14
P
Page Push 131
panes 14
CallCenterQ 180
history 180
20
Outbound Lists
Prompter 24
phone contacts. See voice contacts.
phone state
list of 74
76
on hold
reconnect 76
with Auto-In 85
Phone task list 74
answering contacts 74
74
overview of
phone states 74
placing customer on hold
reconnecting 76
56
Unified Agent Directory
preferences, Web Agent 165
chat 170
chat and email contacts 168
email 169
171
other
user interface 166
previous contacts of a customer
,
Prompter scripts 14 23
example 70
Outbound Contact 186
wrap-up 69
pushing a URL 131
Q
Quality Assurance for email
handling rejected email 118
R
19
ready button
76
53
116
reason information, wrapup
reconnect button 19
reconnecting
to call on hold 76
to physical telephone 80
refreshing Softphone 80
reloading EDU Viewer layouts
requesting more information
requesting for second time
rescheduling Outbound Contact calls
resetting
55
EDU Viewer layouts
Softphone 80
resolving email 112
resources
Agent Resources 157
creating 157
161
deleting
editing 161
Email Templates 100
examples of three types 156
162
filtering view of
Global Resources 160
migrated 164
,
organizing 161 163
saving 160
sending text 133
Suggested Responses 102
156
types of
using in an email 101
using in chat 133
using with email 100
161
viewing
S
Sametime 149
107
saving an email draft
181
Scheduled Calls
screen pops
207
Siebel Call Center
with Avaya IC 207
scripts
with Outbound Contact calls
WrapUp 70
searching Web Self-Service database
sending numbers with DTMF
sending resources 101
setting
agent state 46
channel load 49
68
55
111
111
185
186
174
83
Issue 1.0 June 2002
Index
217