Avaya Customer Interaction Express 1.0 WebClient, Руководство пользователя

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Document
and actions
Explanation
Multipart Newly created documents, replies and forwarded documents
are sent in a multipart/alternative format; i.e. the body is
present in both plaintext and HTML form.
Attachments You can add attachments to all outgoing emails. These are
shown in a separate area, as in the email view.
Special features of documents assigned in the
CIE system
The following table shows special features of documents assigned to you in the
CIE system.
Document
and actions
Explanation
Activate Documents distributed via CallCenter must be activated
before they can be processed.
To activate the document, either double-click on it, or right-
click on it then select
Activate .
Only one document can be processed, i.e. be active, at any
time. If a second document is activated, the first activated
document is placed in the
Interrupted state. If changes were
made to this document and have not already been saved, the
user is asked whether the document is to be saved.
Closing ( ) an activated document causes it to be placed in
the Interrupted state.
To gain access to uncompleted replies or documents for
forwarding, you need to activate the original document.
When you do this the active reply/document for forwarding is
displayed in maximized form, i.e. the original document is
hidden.
Delegate When delegating (assigning) a document, you can select the
agent or topic to which the document is to be delegated from
a list of possible destinations. The available destinations are
displayed for you to select from. The transaction can be
canceled.
The user can add a note when delegating a document. The
presence of a note is indicated to the recipient by an icon in
the header information within the email view. The presence
of a note is indicated in the relevant (Attachment) column, if
this column is visible. To display the note in a dialog
window, click on the
Note icon in the header.
In addition to the entries made by the agent, the system
indicates in the note which agent delegated the document.
After it has been delegated, the document is removed from
the mailbox folder.
User Manual CIE 1.0 WebClient Operation
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