Avaya iContact Manual Download

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MultiMedia Module iContact Manual

40DHB0002UKDB – Issue 2 (04/2003)

Performance figures and data quoted in this document are typical, and must be

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Summary of Contents for iContact

Page 1: ...MultiMedia Module iContact Manual 40DHB0002UKDB Issue 2 04 2003...

Page 2: ...17 Making an Internal Phone Call 17 Sending an Internal Memo 18 Sending Internal e mail 19 Multimedia Contact Handling 20 Introduction 20 Contact Handling Procedures 20 Request Mode 21 Contact Handlin...

Page 3: ...preferences contact content customer profile analysis time of day or other routing principles When a contact is received the system performs a query against the database and instantly retrieves the as...

Page 4: ...nagement tool to assist them in managing their workload with respect to communicating with their contacts This guide assumes a basic familiarity with PC systems and the Microsoft Windows 95 98 NT WS W...

Page 5: ...nfig from the Windows start menu 2 Click the tab that contains the property you wish to view 3 Enter or modify the requested information 4 Click Save to accept new setting values or Close to keep curr...

Page 6: ...these parameters Enter new values or modify the current settings 1 Enter position ID for ACD extension and the appropriate password 2 Enter outbound dial Prefix 3 Click Save to update new values or c...

Page 7: ...gned for use with a headset that is plugged into the telephone set Starting iContact You can make a shortcut to iContact program on the desktop to make the connection to the program easier Otherwise y...

Page 8: ...on and perform common tasks including dialing follow up rescheduling accepting and rejecting contacts Menu bar The Menu bar provides access to 3 menus File Menu Commands Descriptions New Brings up Out...

Page 9: ...tem gives you the next contact of any media type waiting in queue Accept Accepts the selected contact for response Reject The system returns the current contact to the waiting queue Follow up Reschedu...

Page 10: ...e Internal Collaboration window of logged on team members in the group or groups you are mapped to Outlook Opens the integrated Outlook features Status bar The Status bar displays real time status inf...

Page 11: ...As iContact is a workgroup enabled application you may be sharing interaction management responsibilities with other members of your team The left hand column contains icons that depict the current tr...

Page 12: ...content You are able to preview an unlimited number of contacts before accepting the contact for treatment Content Window When a contact is selected this window displays details for contact For exampl...

Page 13: ...er members of your workgroup You can engage in internal communications via phone or text chat or e mail with other group members Viewing the Properties Menu The Properties window provides you with a s...

Page 14: ...t manually accept or reject the contact Auto Accept DN The system automatically answers calls coming into a secondary line If the box is not checked you are required to answer manually Disabled Log Ou...

Page 15: ...the Genie to display only the information you wish to have on view or to disable the Genie altogether Property Settings Function Enable Genie Displays Hides the Genie Let Genie Talk Provides audio an...

Page 16: ...he Outlook contact list that is used for search In an enterprise configuration normally the contacts list resides in the Outlook Public Folder and is available to all clients The Agents who want to en...

Page 17: ...te coverage for handling the current volume of contacts 1 Click the Team Members icon on the Vertical Icon Bar The icon displays the number of team members currently logged on to the system The Team M...

Page 18: ...logged on to iContact 1 Click the Team Member icon to view the status of workgroup members 2 You will only be able to send a chat request if there are other members logged on in your group Select a m...

Page 19: ...u can send internal e mail correspondence without having to log out of the iContact application 1 Click the Team Member icon to view the status of workgroup members 2 Select a group member from the te...

Page 20: ...ing Contact Handling Procedures Regardless of media interaction type handling a contact incorporates steps that include selection and acceptance reviewing information responding to the request and end...

Page 21: ...st Mode refer to your User Properties If the Auto Request Every checkbox is checked you will automatically receive contact requests at the designated interval for example 10 seconds after completing t...

Page 22: ...e click to highlight the record you want to view prior to accepting If Auto Accept is enabled you will automatically receive the contact for treatment Details for the highlighted contact appear in the...

Page 23: ...necessary to access the Follow up option to reschedule in those circumstances Rescheduling a Contact 1 Click the Follow up Icon on the Toolbar causing a dialog box to open 2 Select an Interaction Resu...

Page 24: ...omment You can also use this feature to enter comments that can be retrieved in the Outlook Journal Closing a Contact 1 Click the Close icon on the Toolbar causing a dialog box to open 2 Select an Int...

Page 25: ...me The name of the contact person as it appears in the database Customer ID Contact s account number Responding to an Inbound Telephone Request The screen is populated with the caller s telephone numb...

Page 26: ...it appears in the database Customer ID Contact s account number Call Back Number If the contact person has provided a phone number it will appear here Responding to a WWW Request 1 After accepting a W...

Page 27: ...mes complete with the actual e mail text Inbox fields When an e mail request arrives it appears in the Inbox The request is assigned an ID number The inbox will provide the following information E mai...

Page 28: ...o and Cc buttons and pick more names from the Outlook address book 2 Type in the reply message into the reply form You can attach one or more attachment files with the e mail reply To do so click the...

Page 29: ...ome into the organization Customers visiting the Web site initiate requests for live 1 to 1 chat Inbox Fields When a chat request arrives it appears in the Inbox The inbox will provide the following i...

Page 30: ...t sender to join you in a private chat room When the chat sender has accepted the invitation the chat can proceed The message that the chat sender sends will appear in the Content Window 1 To send rep...

Page 31: ...o that specific interaction Media Name Campaign Name Contact Name The name of the contact Customer ID Account number or Reference Number Initiating a Proactive Campaign Contact 1 If you are in Auto Di...

Page 32: ...telephone set You will be still able to make phone calls when handling static contact media like e mail or Web callback When you dial a number iContact provides notification of the status of your call...

Page 33: ...it to store contact management records You will see enabled menus and commands on the following navigation toolbars Menu bar Icon bar Internal Collaboration Accessing iContact s Outlook Click the Out...

Page 34: ...rosoft Outlook as the e mail program you can send internal e mail correspondence without having to log out of the iContact application The e mail will be sent to the team member s iContact Outlook inb...

Page 35: ...ring language used to create hypertext documents for the World Wide Web HTTP HyperText Transfer Protocol the application protocol for moving hypertext files across the Internet The protocol requires a...

Page 36: ...age outbound Proactive Campaign Lists It furnishes the tools to create draft calling lists attach them to campaigns and run the campaigns Reporting The browser based Reporting module provides complete...

Page 37: ...27 29 31 Interaction Time 10 22 Internal Collaboration Features 17 34 Making an Internal Phone Call 17 Sending an Internal Memo 18 Sending Internal e mail 19 Viewing Team Member Status 17 iServer Prop...

Page 38: ...is product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya All trademarks identified by or TM are registered marks or trademarks respectively of Av...

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