Avaya Interaction Center User Manual page 218

Index
Shared Browsing 128
–
Auto-Sync 128 129
Collaborative Form-Filling
uses of 128
Siebel Call Center
209
answering chat contact
answering contacts 207
creating customer record
logging in 205
pop-up menu log in 206
pop-up menu log out 206
screen pop 207
Siebel eBusiness Application
skills
searching for agents with
Softphone
answering contacts 74
DTMF 82
example 86
19
interface
logging in 44
menu 79
overview of 79
Phone task list 74
placing customer on hold
reconnecting 76
80
refreshing
resetting 80
setting agent state 46
setting channel load 49
56
Unified Agent Directory
Spell Checker
preference to check automatically
spell checking
chat 135
email 109
152
multiple languages
preference to check automatically
Status Bar, Web Agent 30
Status Control bar, Avaya Agent
stray calls 188
Suggested Responses 102
supervisors
finding in UAD 62
T
tabs
Media 17
Outbound Contact 22
218 Avaya Agent User's Guide
131
208
203
64
76
170
169
17
task lists
Chat 123
Email 88
Phone 74
18
task load
telephone contacts. See voice contacts.
tenant
60
definition of
text chat. See chat.
text resources
sending 133
toolbars
Web Agent 33
topic
current in Web Self-Service
transferring
142
chat contacts
email contacts 105
Outbound Contact calls 77
voice contacts
Blind Transfer 77
Conference 77
Cons Transfer 77
,
troubleshooting 71 80
U
UAD. See Unified Agent Directory.
Unified Agent Directory
Email Addressing mode 97
Unified Agent Directory (UAD)
Blind Transfer button 79
79
Conference button
Cons Transfer button 79
Directory button 19
External Agent mode 104
Filter menu item 60
Find option 62
finding agents with Find dialog box
60
icons in
languages, searching for agents with
looking up information in
opening 59
skills, searching for agents with
updating
agent state data 66
66
entire UAD
URLs
"pushing" to chat customer
creating resources with 157
resources
definition and example
174
,
190
62
64
56
64
131
156