Avaya Interaction Center 6.0, User Manual, Page: 217 / 220

Issue 1.0 June 2002 217
Index
tab 22
,
180
unsuccessful calls 185
Web Scheduled Calls 181
Outbound List Processing 199
calling customers
201
overview of
20
tab
14
outcome information
68
overview of Avaya Agent 14
P
Page Push
131
panes 14
CallCenterQ 180
history 180
Outbound Lists 20
Prompter 24
phone contacts. See voice contacts.
phone state
list of 74
on hold 76
reconnect 76
with Auto-In 85
Phone task list 74
answering contacts 74
overview of 74
phone states 74
placing customer on hold 76
reconnecting 76
Unified Agent Directory 56
preferences, Web Agent 165
chat
170
chat and email contacts
168
email
169
other
171
user interface
166
previous contacts of a customer
53
Prompter scripts 14
,
23
example 70
Outbound Contact 186
wrap-up 69
pushing a URL 131
Q
Quality Assurance for email 116
handling rejected email 118
R
ready button
19
reason information, wrapup 68
reconnect button
19
reconnecting
to call on hold 76
to physical telephone 80
refreshing Softphone 80
reloading EDU Viewer layouts 55
requesting more information 111
requesting for second time 111
rescheduling Outbound Contact calls 185
resetting
EDU Viewer layouts 55
Softphone 80
resolving email 112
resources
Agent Resources 157
creating 157
deleting 161
editing 161
Email Templates 100
examples of three types 156
filtering view of 162
Global Resources 160
migrated 164
organizing 161
,
163
saving 160
sending text 133
Suggested Responses 102
types of 156
using in an email 101
using in chat 133
using with email 100
viewing 161
S
Sametime 149
saving an email draft 107
Scheduled Calls 181
screen pops
Siebel Call Center 207
with Avaya IC 207
scripts
with Outbound Contact calls
186
WrapUp
70
searching Web Self-Service database
174
sending numbers with DTMF 83
sending resources 101
setting
agent state 46
channel load 49