Avaya Interaction Center 6.0, User Manual, Page: 100 / 220

Chapter 4 Managing Email
100 Avaya Agent User’s Guide
w “Composing a Normal Email Reply,” on page 94
w
“Sending an Email to an External Agent,” on page 103
w
“Transferring an Email Contact,” on page 105
w
“Forwarding an Email,” on page 107
w
“Originating an Outbound Email,” on page 113
Using Resources in Email
Resources are previously prepared text, emails, and URLs (Internet addresses) that you can send
repeatedly to different customers by chat or email. Resources save you the time and tedium of
typing the same things again and again. Text and email resources may contain such things as
greetings, closings, and answers to frequently asked questions. Email resources may have
information already entered in the To, Cc, and Bcc fields, and they may contain attachments. URL
resources may be links to company Web pages. For example a URL may link to a page about
exchange policies.
When you are composing an email, you may see any or all of the following types of resource
folders:
n Global Resources – This folder is for email, text, and URL resources created for you and other
agents by administrators or supervisors. If you are an agent, you cannot create or modify these
resources.
n
Agent Resources – This folder is for email, text, and URL resources that you create for
yourself. These resources are saved with your login ID. You are the only person who can see or
use the resources you create.
n
Email Templates – This folder is for a type of email resources called email templates. These are
created for you and other agents by administrators. An email template is a prewritten email
response that becomes customized when you use it. For example, your current customer’s
name and the current date may be automatically entered into the email resource whenever you
use it. Your company may also send a copy of an email template when you apply a status to a
customer’s email. For information, see
“Resolving an Email,” on page 112 .
n Suggested Responses – (If your company is not using the Content Analyzer, you never see this
folder.) This folder is for email resources that are created by an Avaya software product, called
the Content Analyzer, in response to a particular email. When these resources exist, you must
consider using them before you consider using resources in any of the other folders. For more
information, see
“Using Suggested Responses,” on page 102 .
n
Migrated Resources – You see this folder after you import migrated resources. Your
administrator will inform you if you need to do this. See
“Importing Migrated Resources,” on
page 164 .