Avaya iContact Manuals

Manuals and User Guides for Avaya iContact. We have 1 Avaya iContact manual available for free PDF download: Manual

Avaya iContact Manual

Avaya iContact Manual (38 pages)

MultiMedia Module

Brand: Avaya | Category: Software | Size: 0 MB

Table of Contents

Table of Contents
2
Introduction

3
- How Does It Work
  3
- How this Guide Is Organized
  4
Icontact Initial Configuration Setup

5
- Introduction
  5
- Configuration Properties Menu
  5
  - Iserver Property Settings
    5
  - Telephony Property Settings
    6
Using Icontact

7
- Introduction
  7
  - Starting Icontact
    7
  - Logging on to Icontact
    7
  - Exiting Icontact
    7
- Introduction to the Icontact Interface
  8
  - Menu Bar
    8
  - File Menu
    8
  - View Menu
    8
  - Help Menu
    8
  - Toolbar
    9
  - Vertical Icon Bar
    10
    
    Status Bar
    10
  - Inbox
    11
    
    Media Status
    11
    
    Preview Window
    12
    
    Content Window
    12
Properties and Internal Collaboration Features

13
- Properties Menu
  13
  - Viewing the Properties Menu
    13
    
    User Properties Settings
    14
    
    Genie Properties Settings
    15
    
    Outlook Properties Setting
    16
- Internal Collaboration Features
  17
  - Viewing Team Member Status
    17
  - Making an Internal Phone Call
    17
  - Sending an Internal Memo
    18
  - Sending Internal E-Mail
    19
Multimedia Contact Handling

20
- Introduction
  20
- Contact Handling Procedures
  20
  - Request Mode
    21
    
    Contact Handling
    21
  - Selective Mode
    22
    
    Contact Handling
    22
  - Follow-Up
    23
    
    Rescheduling a Contact
    23
    
    Rescheduling a Telephony Call
    23
  - Closing a Contact
    24
  - Stopping and Starting the Flow of Contacts24
    24
- Responding to Specific Media Contact Requests
  25
  - Inbound Telephone Contacts
    25
    
    Inbox Fields
    25
    
    Responding to an Inbound Telephone Request25
    25
    
    Fast Transfer
    25
    
    Supervised Transfer
    25
  - WWW Requests
    26
    
    Inbox Fields
    26
    
    Responding to a WWW Request
    26
  - E-Mail Requests
    27
    
    Inbox Fields
    27
    
    Replying to an E-Mail Request
    28
  - Chat Requests
    29
    
    Inbox Fields
    29
    
    Responding to a Chat Request
    30
  - Proactive Outbound Campaign Contacts
    31
    
    Inbox Fields
    31
    
    Initiating a Proactive Campaign Contact
    31
- Initiating New Contacts
  32
  - Making an Outbound Call (Single Line)
    32
Using Outlook with Icontact

33
- Introduction
  33
- Icontact Outlook Interface
  33
  - Accessing Icontact's Outlook
    33
    
    Menu Bar
    33
  - Internal Collaboration Features
    34
    
    Sending Internal E-Mail
    34
Glossary

35
Index

37

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