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Chapter 4 Managing Email
120 Avaya Agent User’s Guide
Wrapping Up and Completing an Email Contact
When you have sent a normal email reply to a customer, you need to wrap it up and then you need
to complete it.
When you click the Wrap button, you are in WrapUp state. While in WrapUp state, you cannot
receive another email contact to replace this one. While in this mode, you may need to perform the
following tasks:
n
Log information about the session in a WrapUp dialog box.
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Follow a WrapUp script in Prompter.
To wrap up and close an email contact:
1 Click the Wrap button in the email toolbar.
2 If a dialog box asks if you want to confirm, click Yes.
Tip: You can set a preference to control whether this dialog box is displayed
whenever you wrap up an email contact. See “Setting Preferences,” on page 165 .
3 If you see a WrapUp dialog box or a Prompter script, fill in the questions about this email
contact. For information about the dialog box or script, see
“Wrapping Up Contacts,” on
page 67 .
4 After completing any required wrap-up tasks, you can finish any optional follow-up tasks that
are appropriate while you are in WrapUp state. No new email contact can replace this one until
you click the Complete button.
See Chapter 6, “Performing Chat & Email Tasks” for information on tasks you may want to do
while in WrapUp state. For example, you may want to submit information you used with this
customer to the Web Self-Service database. (See
“Using Web Self-Service,” on page 172 .)
5 Click the Complete button in the email toolbar.
The email contact is completed. It is removed from your Email task list.