Avaya Interaction Center 6.0, User Manual, Page: 157 / 220

Managing Resources
Issue 1.0 June 2002 157
Tip: You can use a File Transfer Protocol (FTP) site as a URL resource, so that customers can go
to the site to download files. When you create such a URL, begin it with
ftp://
.
Example:
A URL resource named “XYZ ftp site” could take the customer to an ftp site at your company. The
contents of the URL resource might look like the following:
ftp://ftp.XYZsupport.com/special
Creating New Agent Resources
You can create your own resources and store them in the Agent Resources folder. These are saved
with your user account and are available to you every time you log in. Other agents cannot see or
use the resources you create.
You can create resources for specific tenants. A tenant may be a company, a location (such as New
York or Boston), or a workgroup (such as Sales or Support). You can create resources in different
languages, which is useful if you interact with customers in more than one language.
If you need to, you can edit a resource just before you send it to a customer. This makes it possible
for you to adapt the prewritten resources to meet your customer’s individual needs.
Tip: You can drag and drop a copy of any resource to a new location. For example, you can copy
a resource in your Global Resources folder into your Agent Resources folder. Then you can
modify the copied resource if you want. In some cases, this is faster than creating a new resource
from the beginning.
To create a resource:
1 Right-click the Agent Resources folder or any of its subfolders in the Resource Area of the
Web Agent.