Avaya Interaction Center 6.0, User Manual, Page: 35 / 220

Web Agent
Issue 1.0 June 2002 35
Email Toolbars
The email toolbar has a different set of buttons, depending on whether you are looking at the
customer’s email (in Email Preview mode) or composing an email reply (in Email Compose
mode).
Email Toolbar in Preview Mode
When you click an email contact in your Email task list, the Web Agent displays the customer’s
email in Email Preview mode, as indicated by the tab above the email. This is a read-only view of
the email. Above the tab is the Email Preview toolbar. The buttons in this toolbar, from left to
right, are as follows:
Button Action
Print
Prints a paper copy of the text that is currently displayed in the Information Bar, the
Header fields, and the Message Composition Area.
Reply
Displays the Email Compose mode of the Web Agent window. The default window
in Email Compose mode is a Normal Reply, which addresses your reply to the
sender of the email, and no one else. You can change this to Send to External
Agent or Request Additional Information to compose those special types of email.
Reply to All
Displays the Email Compose mode of the Web Agent window and addresses your
reply to the sender of the email and to all the people listed in the Cc (Copy) or Bcc
(Blind Copy) fields of the message you are replying to.
Forward
Forwards a copy of this email to the people whose addresses you enter in the To,
Cc, and Bcc fields. See
“Forwarding an Email,” on page 107 for information.
Resolve
Lets you apply a status to the email. For example, you may use a status of Dismiss
if a customer sends you a “thank you” and all the customer’s questions have been
answered. See
“Resolving an Email,” on page 112 for information.
Email History
Displays a dialog box with information about a specific email or information about
any previous emails sent from the current customer’s email address. You can also
see copies of the emails. See
“Viewing Email History,” on page 91 for more
information.