Avaya Interaction Center User Manual page 38

Chapter 1 Overview
Button
Sametime
Spell Check
Transfer
Wrap
Complete
Voice Chat Toolbars
When you are in a chat session, you can handle two types of "Voice Chat":
n Chat & Phone – You and your chat customer speak to each other over the telephone.
Chat & VoIP – You speak to your chat customer over your telephone while your customer
n
speaks to you over the Internet.
When you click the Chat & Phone button or the Chat & VoIP button to use those features, the chat
toolbar displays a toolbar for those features. The Chat & VoIP toolbar is shown in the above
illustration.
38 Avaya Agent User's Guide
Action
Starts a Lotus Sametime session with your current chat customer. You can only use
Sametime if it is installed and configured on your desktop. See
page 165.
Displays a dialog box that helps you check the spelling of text that you have typed in the
Text Entry area before you send it.
Note: You can set a preference to have this spelling dialog box come up automatically
after you click Say. See "Starting a Lotus Sametime Session," on page
Displays the Unified Agent Directory (UAD) so you can transfer this chat contact. You
can transfer it to a queue and let Avaya IC route the chat 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
Puts you in WrapUp state. While in WrapUp state, you cannot receive another chat
contact to replace this contact. You may be asked to fill out information about this chat
contact while you are in WrapUp state. For more information, see
Completing a Chat Contact," on page
(This button is only available after you have wrapped up the contact.) Closes this chat
contact and removes it from the Chat task list. For more information, see
and Completing a Chat Contact," on page
"Setting Preferences," on
"Transferring a Chat Contact," on page
153.
153.
149.
142.
"Wrapping Up and
"Wrapping Up