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NN44400-114 Contact Center Agent Desktop 2 December 2010 85
Scanned document
This chapter describes how to perform scanned document tasks. Use Avaya
Aura™ Agent Desktop to perform the following tasks when you handle a
scanned document:
• Accept an incoming scanned document.
• Review the scanned document.
• Reply to a scanned document.
• Forward a scanned document.
In the contact center, a scanned document is an electronic version of a printed
page or document. Scanned documents are forwarded in, TIFF format, by a
document imaging server to an e-mail address. You can reply to the scanned
document by sending an e-mail message to a printer. The printed e-mail
message is then sent to the customer.
Prerequisites
• Ensure that your status is Ready.
• Ensure that you are in a skillset to handle scanned documents.
Navigation
• Accepting an incoming scanned document message (page 85)
• Declining an incoming scanned document message (page 86)
• Reviewing a scanned document message (page 86)
• Replying to a scanned document message (page 87)
• Closing a scanned document message (page 87)
• Transferring a scanned document (page 88)
Accepting an incoming scanned document message
Accept an incoming scanned document message. Agent Desktop presents this
new scanned document as a new work item in the work list window.
Procedure steps
Step Action
1 On the Agent Desktop work list, select the new scanned document work item,
and click Accept.