Avaya Interaction Center 6.0, User Manual, Page: 73 / 220

73
C
HAPTER
3
M
ANAGING
I
NBOUND
V
OICE
C
ONTACTS
This chapter provides step-by-step instructions on using Avaya™ Computer Telephony for IC to
manage your inbound telephone (voice) contacts.
When customers make telephone calls that come in to the contact center, their calls are routed by
the Avaya™ Interaction Center (Avaya IC) software to agents who are available to handle voice
contacts. Voice contacts that are routed to you are displayed in your Phone task list.
This chapter includes the following topics:
n Using the Phone Task List
n
Handling a Basic Voice Contact
n
Initiating a Voice Contact
n
Using Softphone with DEFINITY Switches
Using the Phone Task List
When your contact center application forwards a voice contact to your desktop, the contact is
displayed in the Phone task list, which is located in the Softphone interface, as shown in the
following illustration:
The status of the new contact in the task list is Ringing.