Avaya Interaction Center 6.0, User Manual, Page: 87 / 220

87
C
HAPTER
4
M
ANAGING
E
MAIL
If your account is enabled for Email Management, you use the Web Agent to interact with
customers by email.
Some customers send email from the company’s Web site while others send it from a corporate or
personal mail account. The email is routed by the Avaya™ Interaction Center (Avaya IC) software
to agents who are available to handle email. Email contacts that are routed to you are displayed in
your Email task list.
This chapter explains the features you can use with Email Management under the following topics:
n
Being Alerted to a New Email Contact
n
Using the Email Task List
n Viewing Email History
n
Composing a Normal Email Reply
n
Addressing Emails with the UAD
n
Using Resources in Email
n Using Suggested Responses
n Sending an Email to an External Agent
n
Transferring an Email Contact
n
Deferring an Email
n
Saving a Draft
n Forwarding an Email
n Spell Checking Your Emails
n
Requesting More Information from Customer
n
Responding to an Email Alert
n
Resolving an Email
n Originating an Outbound Email
n
Approving or Rejecting an Email
n
Handling a Rejected Email