Avaya Interaction Center 6.0, Руководство пользователя, Страница: 95 / 220

Composing a Normal Email Reply
Issue 1.0 June 2002 95
5 To begin your reply, click one of the two reply buttons in the email toolbar:
w Reply to customer – Addresses your reply to the sender of the email and no one else.
w
Reply to all – Addresses your reply to the sender of the email and to all the people listed in
the Cc (Copy) or Bcc (Blind Copy) fields of the message you are replying to. See Step 6 of
this procedure for an explanation of these fields.
The window changes to the Email Compose mode where you will write your email reply. Note
that the drop-down menu indicates that this is a Normal Reply.
6 If you want to add the email address of anyone in your company, so that they will receive a
copy of this email, add their email address easily to any of the address fields by using the UAD.
See
“Addressing Emails with the UAD,” on page 97 for information.
7 Look in the Resource area of the window to see if there are any Suggested Responses. If you
see Suggested Responses, refer to
“Using Suggested Responses,” on page 102 for instructions
about choosing a response or responses.
8 If you do not see Suggested Responses, look for any resources that are relevant to the
customer’s question in the Email Templates folder, Global Resources folder, or Agent
Resources folder. For information on viewing resources, see
“Viewing Your Resources,” on
page 161 .
9 If you found a resource that you want to use, add it to your message. For information on adding
resources to an email, see
“Using Resources in Email,” on page 100 .
10 If you added a resource, read the message in the Message Composition area and modify it
appropriately, if necessary.
11 Type your message to the customer in the Message Composition area. Be sure that you address
the customer’s question or problem.
Tip: If you added a resource or an attachment, you may want to begin with a short
introduction to explain the resource or the attachment.
12 Look over the buttons in the email toolbar to decide whether you want to execute any of the
commands before you send your message. The buttons are as follows:
w Print – Prints a paper copy of the email as it is currently displayed.
w Save – Saves a draft of your message. The contact remains in your Email task list. The next
time you click this contact and then begin to reply to this customer’s email (by clicking
Reply, Reply to All, or Forward), the Email Compose window opens with the message you
saved.
w
Cancel – Cancels the reply. A dialog box asks if you wish to save a draft of the reply you are
composing.