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NN44400-114 Contact Center Agent Desktop 2 December 2010 9
New in this release
• Insert image links
• Hyperlinks
• Blind carbon copy (Bcc) is available only when using the e-mail address
book.
E-mail auto suggest
Agent Desktop now supports E-mail Auto Suggest.
When an incoming e-mail arrives at the contact center, the E-mail Manager uses
a set of rules to determine recommended replies for the e-mail message. The
suggested replies for the e-mail message are shown in order of relevance.
You can open the new e-mail, read it, and then choose a suggested reply to the
e-mail message. A preview of the suggested replies appears in the Auto
Suggestions pane, so you can choose the appropriate reply. After you choose a
reply, you can edit your e-mail response before sending it.
You can ignore the suggested replies and use the new Agent Desktop Auto
Suggestions pane to search for a more appropriate reply. You can search for
automatic suggestions across all categories or within a specific category with the
use of a keyword. To contribute towards the overall intelligence of the solution,
you can create new suggested replies for the customer.
Suggested replies for e-mail messages are ranked in order of usefulness and
frequency of use. If you use the suggested reply, the ranking counter increments
and the reply moves higher in the suggestion list. If you edit the suggested reply,
the rank remains the same.
New usage modes
Agents can choose one of the following usage modes depending on their
location, phone, and network:
Note: The new usage modes are available only in Avaya Aura™ Agent Desktop
Release 6.1.
• Desk Phone: The Desk Phone mode allows agents to use the office phone
in a contact center environment. Agents can use the Desk Phone mode
when they are at the contact center and want to share control between the
office phone and the computer. While in Desk Phone mode, agents access
audio components from the office phone and visual components from the
computer. The Desk Phone mode is available if you are using Contact
Center with Avaya Communication Server 1000 or Avaya Aura™ Unified
Communications platform.
• My Computer: The My Computer mode (softphone) allows agents who are
on the move and want to access the telephone switch through the Internet to
establish a voice connection over a Voice over Internet Protocol (VoIP)