Avaya Aura Agent NN44400-114 - Manual (Page 101)

NN44400-114 Contact Center Agent Desktop 2 December 2010 101
Web communications
1 On the work item, click Accept.
Attention: Your site administrator configures the maximum number of additional
contacts you can manage.
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Customizing a tab name
If you have multiple IM Web communications contacts, customize the tab name
to identify the received contact.
Procedure steps
Step Action
1 On the Agent Desktop right panel, double-click the required tab.
2 Type the .
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Variable definitions
Declining a Web communications contact
Decline a Web communications contact when you are not available to chat with
a customer and you want to return the contact to the queue.
Procedure steps
Step Action
1 On the work item, click Reject.
The contact returns to the queue and into Web-on-hold. Your status is set to
Not Ready.
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Variable Value
The keyword you use to identify the customer: for
example, the first or last name.