Avaya Aura Agent NN44400-114 - Manual (Page 123)

NN44400-114 Contact Center Agent Desktop 2 December 2010 123
Customer and contact details
Searching for a customer
Search for a customer to view or edit customer details or if you want to create or
review a customer contact.
You can search for a customer based on one or more of the following criteria:
• First name
• Last name
• Preferred agent (the agent who typically handles the contacts for the
customer, based on who created the customer record, who handled the first
contact by the customer, or who clicked Take Ownership of the customer
record)
• Address
• Phone number
• E-mail address
• SipUri
Prerequisites
• Ensure that the Action bar is visible.
Procedure steps
Step Action
1 Click Customer Search.
2 In the first column, select the criteria to use for the search (for example, last
name or phone number).
3 In the second column, select the logical operators for the search criteria (for
example, is or is not).
4 In the third column, type your search value (for example, Smith).
5 Click Search.
6 To sort the search results by a column, click the column heading of the field by
which you want to sort.
7 Double-click the customer record to open.
--End--
Adding or editing customer information
Add or edit customer information when a change to a customer record is
required.