Avaya Aura Agent NN44400-114 - Manual (Page 93)

NN44400-114 Contact Center Agent Desktop 2 December 2010 93
Short Message Service text message
This chapter describes how to perform Short Message Service (SMS) text
message tasks. Use Avaya Aura™ Agent Desktop to perform the following tasks
when you handle an SMS text message:
• Accept the incoming SMS text message.
• Send a reply.
• Forward an SMS text message.
• Check the spelling of an SMS text message.
SMS text messages from customers are forwarded by an SMS gateway to an
e-mail address within the contact center. The SMS text message is then sent to
an appropriate skillset queue. If you are assigned to this skillset, then the SMS
text message is presented to you.
Prerequisites
• Ensure that your status is Ready.
• Ensure that you have the assigned skillset to handle SMS text messages.
Navigation
• Accepting an incoming SMS text message (page 93)
• Declining an incoming SMS text message (page 94)
• Replying to an SMS text message (page 94)
• Using the spelling checker (page 95)
• Closing an SMS text message contact (page 96)
• Transferring an SMS text message (page 96)
Accepting an incoming SMS text message
Accept an incoming SMS text message 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 SMS text
message is presented as a new work item in the work list window.
Procedure steps
Step Action