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NN44400-114 Contact Center Agent Desktop 2 December 2010 87
Scanned document
Replying to a scanned document message
Reply to an scanned document message when a customer sends a scanned
document to the contact center requesting a response. You can reply to the
scanned document by sending an e-mail message to a printer. The printed
e-mail message is sent to the customer.
Prerequisites
• Ensure that you understand how to use the spell-check feature. See Using
the spelling checker (page 76).
Procedure steps
Step Action
1 After you review the customer contact, click Reply.
2 In the response window, accept the default To e-mail address, with the same
e-mail address from which the message was sent.
3 In the Subject box, accept the subject currently displayed or edit the subject.
4 Type the reply in the e-mail editor text box.
5 To sign the e-mail or to insert an auto signature, click auto signature.
6 If you use HTML text and you want to bold, underline, or italicize any text,
select the text and click the appropriate button to apply formatting. You cannot
format plain text.
7 To perform a spell check, click Check Spelling.
8 In the Agent Note box, type additional information about the contact or the
customer. Only agents and supervisors can view the information in the Agent
Note box.
9 Click Send.
10 Close the contact. If required, select a reason for closing the contact.
--End--
Closing a scanned document message
Close the scanned document message when the contact is complete. When you
close a contact, select a Closed Reason code. The Closed Reason codes that
appear are applicable to the contact type being closed.
Procedure steps
Step Action
1 Click Finish to complete the scanned document.