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NN44400-114 Contact Center Agent Desktop 2 December 2010 81
Fax message
This chapter describes how to perform fax message tasks. Use Avaya Aura™
Agent Desktop to perform the following tasks when you handle a fax message:
• Accept the incoming fax message.
• Review the fax message.
• Send a reply.
• Forward a fax message.
Fax messages from customers are forwarded by a fax server to an e-mail
address within the contact center. The fax is sent to an appropriate skillset
queue. If you are assigned to this skillset, then the fax message is presented to
you. You reply to the fax message by sending an e-mail message back to the fax
server. The fax server then sends the reply fax to the customer.
Prerequisites
• Ensure that your status is ready.
• Ensure that you have the assigned skillset to handle fax messages.
Navigation
• Accepting an incoming fax message (page 81)
• Declining an incoming fax message (page 82)
• Reviewing a fax message (page 82)
• Replying to a fax message (page 82)
• Closing a fax message (page 83)
• Transferring a fax message (page 84)
Accepting an incoming fax message
Accept an incoming fax message to view the message. Agent Desktop presents
this new fax message as a new work item in the work list window.
Procedure steps
Step Action
1 On the Agent Desktop work list, select the new fax message work item, and
click Accept.