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NN44400-114 Contact Center Agent Desktop 2 December 2010 5
Contents
Creating a template response 73
Defining your default template folder 73
Using a template response 74
Defining your default attachment folder 74
Adding an attachment to your e-mail response 74
Viewing e-mail attachments 75
Removing an attachment from an e-mail response 75
Using the spelling checker 76
Closing the e-mail contact 77
Postponing work on a contact 77
Following up on a contact 78
Transferring a contact within the contact center 78
Transferring a contact outside the contact center 79
Printing contact details 79
Fax message 81
Accepting an incoming fax message 81
Declining an incoming fax message 82
Reviewing a fax message 82
Replying to a fax message 82
Closing a fax message 83
Transferring a fax message 84
Scanned document 85
Accepting an incoming scanned document message 85
Declining an incoming scanned document message 86
Reviewing a scanned document message 86
Replying to a scanned document message 87
Closing a scanned document message 87
Transferring a scanned document 88
Voice mail messages 89
Accepting an incoming voice mail message 89
Declining an incoming voice mail message 90
Listening to a voice mail message 90
Replying to a voice mail message 91
Closing a voice mail message 91
Transferring a voice mail message 92
Short Message Service text message 93
Accepting an incoming SMS text message 93
Declining an incoming SMS text message 94
Replying to an SMS text message 94
Using the spelling checker 95
Closing an SMS text message contact 96
Transferring an SMS text message 96
Web communications 99
Accepting a Web communications contact 100