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68 NN44400-114 Contact Center Agent Desktop 2 December 2010
• Using a template response (page 74)
• Defining your default attachment folder (page 74)
• Adding an attachment to your e-mail response (page 74)
• Viewing e-mail attachments (page 75)
• Removing an attachment from an e-mail response (page 75)
• Using the spelling checker (page 76)
• Closing the e-mail contact (page 77)
• Postponing work on a contact (page 77)
• Following up on a contact (page 78)
• Transferring a contact within the contact center (page 78)
• Transferring a contact outside the contact center (page 79)
• Printing contact details (page 79)
Accepting an incoming contact
Accept an incoming contact to display customer details and begin contact with a
customer. Agent Desktop expands to show the customer details and the call
timer appears in the work item. The new incoming e-mail is presented as a new
work item in the work list window.
Procedure steps
Step Action
1 On the Agent Desktop, click Accept.
The e-mail opens in the E-mail Display panel.
The customer details for the e-mail opens in the bottom left hand Customer
Details panel.
--End--
Declining an incoming contact
Decline an incoming contact if you cannot handle the call. The new incoming
e-mail disappears from the work list.