Avaya Interaction Center 6.0, Руководство пользователя, Страница: 175 / 220

Using Web Self-Service
Issue 1.0 June 2002 175
7 Write unique title for this document in the Title field.
8 If the Language Specific Document Parts section, write a title for the document.
9 If the document is an HTML page set up for the Web site, click Internet Link. Then enter the
URL with the complete address, such as
http://< machine name >.< fully qualified
domain name >
10 If the document will be text, leave the Text button selected. Enter your text for the Web Self-
Service database in the Text box.
Tip: If you want, you can copy from an existing document, such as a Microsoft
®
Word document or an email, and then paste the copy into the text box.
11 Read what you have written to check it for errors.
Tip: You can use the following trick to spell check your document. Copy the
document from the Text box by selecting all of the text and clicking Ctrl-C. Then go
to the Web Agent and select Tools > Compose new email. Click Ctrl-V to paste what
you copied into the Text Entry area. Click the Spell Check button and check the
spelling. After you correct any errors, select and copy the message. Return to your
browser and the Submit a Document page. Paste the text back into the Text box.
(Later you can delete the email composition text from the Web Agent.)
12 Scroll to the bottom of the Submit a Document page and click Submit.
Your document is added to the Proposed Documents list, which is the list of documents waiting
for approval from your supervisor. If you want to view, edit, or delete a document you have
submitted, see
“Viewing, Editing, or Deleting Your Proposed Documents,” on page 175 .
Viewing, Editing, or Deleting Your Proposed Documents
You can make changes to a document that you have proposed for the FAQ database, or remove it
before your supervisor has approved or rejected it.
If you are a supervisor, you can view, edit, and delete the proposed documents that agents in your
workgroup submit. In addition, as supervisor, it is your responsibility to read the documents that
agents in your submit to the database and either approve or reject them. For information, see
“Approving or Rejecting Documents (Supervisors Only),” on page 176 .
To view, edit, or delete proposed FAQ documents:
1 From the Web Agent, click the Agent Home button.
Your browser opens to the Welcome page.
2 Select Manage Proposed FAQ from the left side of the page.
3 If the proposed FAQ that you want to see was entered for a different tenant or in a different
language, make an appropriate selection. Then click the Manage Proposed FAQ button.
A list of pending FAQ documents for this tenant and language is displayed.