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NN44400-114 Contact Center Agent Desktop 2 December 2010 121
Customer and contact details
Use the Multimedia component to create, search, view, and edit customer and
contact details. With Avaya Aura™ Agent Desktop, you can perform the
following tasks:
• Create a customer record.
• Search for a customer.
• Add or edit customer information.
• Search for a contact.
• Print search results.
• View a contact.
• Open a contact.
• Close contacts (supervisors only).
On the Customer Details tab, you can view Communication Control Toolkit
(CCT) intrinsics.
Attention: Voice Contact Intrinsics are supported only in SIP-enabled contact
centers.
Prerequisites for working with customer and contact details
• Ensure that you have permission to handle multimedia contacts, such as
e-mail, instant message, voice mail.
• Ensure that you are a supervisor if you want to close multiple contacts.
Navigation
• Creating a customer record (page 122)
• Searching for a customer (page 123)
• Adding or editing customer information (page 123)
• Viewing a CCT intrinsic (page 124)
• Copying a CCT intrinsic (page 124)
• Viewing the Auto Launch Application (page 125)
• Running a CCT intrinsic-associated application (page 125)
• Searching for a contact (page 126)
• Printing search results (page 127)
• Viewing a contact (page 127)