Avaya Interaction Center User Manual page 36

Chapter 1 Overview
Button
Transfer
Defer
Wrap
Complete
Email Toolbar in Compose Mode
When you are viewing an incoming email in Email Preview mode and you click Reply or Reply to
All, the Web Agent displays the email in Email Compose mode, as indicated by the tab above the
email. This is where you compose your reply to the customer. Above the tab is the Email Compose
toolbar. The buttons in this toolbar, from left to right, are as follows:
Button
Print
Save Draft
Cancel
36 Avaya Agent User's Guide
Action
Displays the Unified Agent Directory (UAD) so you can transfer this email contact.
You can transfer it to a queue and let Avaya IC route the email to the first available
agent in that queue. You may also be able to transfer it to a particular agent,
supervisor, or external agent.
For information, see "Transferring an Email Contact," on page
Puts the current email message on hold, giving you a chance to research the
customer's question or problem. The message you have composed is saved as a
draft. For more information, see
Puts you in WrapUp state. While in WrapUp state, you cannot receive another email
contact to replace this contact. You may be asked to fill out information about this
email contact while you are in WrapUp state. For more information, see
Up and Completing an Email Contact," on page
Closes this email contact and removes it from the Email task list. For more
information, see "Wrapping Up and Completing an Email Contact," on page
Action
Prints a paper copy of the text that is currently displayed in the Information Bar, the
Header fields, and the Message Composition Area.
Saves a draft of the current email reply that you are composing.
Note: Immediately after you save a draft, if you want to leave the email for a period
of time and come back to it, use the Defer button.
Cancels and deletes the email reply that you are composing.
"Deferring an Email," on page
120.
105.
106.
"Wrapping
120.