Accepting an incoming contact, Declining an incoming contact, Accepting an incoming contact 68 – Avaya Aura Agent NN44400-114 User Manual
Page 68: Declining an incoming contact 68
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NN44400-114 Contact Center Agent Desktop
2 December 2010
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Using a template response (page 74)
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Defining your default attachment folder (page 74)
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Adding an attachment to your e-mail response (page 74)
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Viewing e-mail attachments (page 75)
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Removing an attachment from an e-mail response (page 75)
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Using the spelling checker (page 76)
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Closing the e-mail contact (page 77)
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Postponing work on a contact (page 77)
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Following up on a contact (page 78)
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Transferring a contact within the contact center (page 78)
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Transferring a contact outside the contact center (page 79)
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Printing contact details (page 79)
Accepting an incoming contact
Accept an incoming contact to display customer details and begin contact with a
customer. Agent Desktop expands to show the customer details and the call
timer appears in the work item. The new incoming e-mail is presented as a new
work item in the work list window.
Procedure steps
Step
Action
1
On the Agent Desktop, click Accept.
The e-mail opens in the E-mail Display panel.
The customer details for the e-mail opens in the bottom left hand Customer
Details panel.
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Declining an incoming contact
Decline an incoming contact if you cannot handle the call. The new incoming
e-mail disappears from the work list.