Avaya Interaction Center 6.0, User Manual, Page: 88 / 220

Chapter 4 Managing Email
88 Avaya Agent User’s Guide
n Using Multiple Languages with Email
n
Wrapping Up and Completing an Email Contact
Being Alerted to a New Email Contact
Email that customers send from the company Web site may be routed to you whenever you are
available for email.
Depending on how the Avaya IC software has been set up at your contact center, you may be
alerted to an incoming email in two ways:
n By a sound. For information on changing the way that you are alerted, see “Contact
Preferences,” on page 168 .
n
By a screen pop. This is a dialog box that asks if you want to suspend your other contacts to
begin handling the new email contact. You may be able to control whether you receive this
dialog box, with the “Wait for confirmation before accepting a contact” preference. For
information, see
“Contact Preferences,” on page 168 .
Note: If you are alerted to an email contact but do not acknowledge it within a preset amount of
time, the contact is assigned to another agent and removed from your Email task list. The amount
of time is set by the administrator of the WebACD Server configuration.
Using the Email Task List
The Email task list displays the email contacts currently assigned to you. A typical Email task list
is shown in the following illustration:
If you click a contact in the Email task list, it becomes selected. The subject line of the selected
contact is displayed when you click the contact. All tasks that you perform to the email in the Web
Agent apply to the selected email contact. (When you double-click a contact, the Web Agent
window opens and displays this contact to the Email Preview mode.)
Subject line of
selected email contact
Oldest contact