Avaya Interaction Center User Manual page 219

V
viewing
contact history 53
–
51 52
contact information
customer information 51
deferred emails in system
Siebel Call Center history
voice chat 136
voice contacts
answering 74
Contact History Browser
DEFINITY switches 82
86
example
Phone task list 74
placing customer on hold
reconnecting 76
Softphone 79
transferring 77
Unified Agent Directory 56
W
waiting time 123
Web Agent
answering contacts 121
123
Chat task list with
Email Management 26
Information Bar 32
,
logging in 41 44
32
menu bar
overview of 24
preferences 165
chat 170
chat and email contacts
email 169
52
211
53
76
168
other 171
user interface 166
resources 163
setting agent state 46
setting channel load 49
30
Status Bar
toolbars 33
viewing customer DataWake
viewing your DataWake 176
Web chat. See chat.
Web Management. See chat.
Web Scheduled Calls 181
172
Web Self-Service database
accessing 174
current topic 174
finding FAQ documents 173
173
navigating topics
searching 174
submitting FAQ documents to
viewing Proposed Documents
Web site
chat request from customer
email from customer 87
navigating with customer
wrapping up
category information 68
153
chat contact
contacts 67
email 120
outcome information 68
previous entries 69
Prompter scripts 69
reason information 68
68
WrapUp dialog box
WrapUp scripts 70
150
174
175
121
128
Issue 1.0 June 2002
Index
219