Avaya Aura Agent NN44400-114 - Manual (Page 77)

NN44400-114 Contact Center Agent Desktop 2 December 2010 77
E-mail
Closing the e-mail contact
Close the e-mail contact when the contact is complete. When you close a
contact, select a Closed Reason code. The Closed Reason codes that appear
are applicable to the contact type being closed.
Procedure steps
Step Action
1 Click Close to complete the contact.
2 Select one of the configured Closed Reason codes that best describes the
reason you closed your e-mail message.
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Postponing work on a contact
Postpone work on a contact if you are waiting for further information for the
contact.
Prerequisites
• Copy and save text from an e-mail message to have the information
available when the contact becomes active again. Otherwise, if you started
an e-mail message and the work is postponed, the content of the e-mail
message is lost.
Procedure steps
Step Action
1 Click Reschedule to postpone work on the contact. You still own the contact
and can continue to work on the contact when it is rescheduled to you.
2 In the Present Contact at dialog box, enter the time and date to reopen the
contact.
The default Pending timer is configured in the Contact Center Multimedia
Administrator. The contact reopens when the Pending timer expires.
3 In the Agent Note field, add a note to the contact to remind yourself why the
contact is in Pending state. You can view the pending contact in the History
tab.
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