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Chapter 4 Managing Email
94 Avaya Agent User’s Guide
Composing a Normal Email Reply
The following procedure explains how to compose a normal reply to a customer email using
features available in the Email reply screen.
To compose a basic email reply to a customer:
1 Make sure that you are available to handle email by looking at the Email Channel button in
Avaya Agent. If the button shows a yellow
X , click the button to make yourself available for
email.
You are now available to receive the number of email contacts that is set for you in your
channel load. See
“Setting Your Channel Loads,” on page 49 for information about channel
loads. After you become available, any email contacts that are routed to you show up in the
Email task list.
2 In Avaya Agent, select a contact in the Email task list. If there is more than one contact, the
contacts are listed in reverse chronological order, that is, with the oldest contact at the top.
For information about the meaning of the icons, and the text displayed in the Origin and Time
columns, see
“Being Alerted to a New Email Contact,” on page 88 .
The Web Agent window opens in the Email Preview mode to show you information about this
email. The Information Bar displays “New inbound message from customer.”
3 Read the message using the scroll bar, if necessary, to see the entire message.
4 Before you begin your reply, you can use any of the following buttons in the email toolbar, as
needed. You can also return to this Preview tab later to use these buttons.
w Print – Prints a paper copy of the text that is currently displayed in the Information Bar, the
Header fields, and the Message Composition Area.
w
Resolve – Lets you apply a status to the email. See “Resolving an Email,” on page 112 for
information.
w
Email History – Displays a dialog box with tracking information about this email or copies
of previous emails sent from the current customer’s email address. See
“Viewing Email
History,” on page 91 for more information.
w
Transfer – Displays the Unified Agent Directory so you can transfer this email contact to a
particular agent, or transfer it to a queue and let Avaya IC route the email to the first
available agent in that queue. For information, see
“Transferring an Email Contact,” on
page 105 .
w
Defer – Defers your reply to this email contact until a later time. The contact remains in
your Email task list but you are available for another email to replace this one. For more
information, see
“Deferring an Email,” on page 106 .
w
Wrap – Wraps up this email contact. See “Wrapping Up and Completing an Email Contact,”
on page 120 for information.
w
Complete – This button is only available when you are in WrapUp state.