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NN44400-114 Contact Center Agent Desktop 2 December 2010 89
Voice mail messages
This chapter describes how to perform tasks to handle voice mail messages.
Use Avaya Aura™ Agent Desktop to perform the following tasks when you
handle a voice mail message:
• Accept the incoming voice mail message.
• Listen to a voice mail message.
• Reply to a voice mail message.
In the contact center voice mail messages are forwarded by a voice mail server
to an e-mail address as a .wav attachment. The voice mail message is then sent
to an appropriate skillset queue. If you are assigned to this skillset, then the voice
mail message is presented to you.
Prerequisites
• Ensure that your status is Ready.
• Ensure that you have the assigned skillset to handle voice mail messages.
Navigation
• Accepting an incoming voice mail message (page 89)
• Declining an incoming voice mail message (page 90)
• Listening to a voice mail message (page 90)
• Replying to a voice mail message (page 91)
• Closing a voice mail message (page 91)
• Transferring a voice mail message (page 92)
Accepting an incoming voice mail message
Accept an incoming voice mail message to view the message. Agent Desktop
presents this new voice mail 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 voice mail message work item,
and click Accept.