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NN44400-114 Contact Center Agent Desktop 2 December 2010 91
Voice mail messages
Replying to a voice mail message
Reply to an voice mail message when a customer sends a voice mail message
to the contact center requesting a response. You reply to a voice mail message
by phoning the customer.
Prerequisites
• Ensure that you have the customer phone from the voice mail or from the
Customer Information panel.
Procedure steps
Step Action
1 On the Agent Desktop Action bar menu, click Initiate Call.
2 In the text box to the left of Initiate Call, enter the phone number to dial.
3 Click Initiate Call again.
The phone number is dialed. A new work item is added to the work list and the
call timer on the work items starts to increment.
4 Click Release when you complete the call.
5 If required by your supervisor, type an activity code in the Activity Code box,
and then press Enter.
--End--
Closing a voice mail message
Close the voice mail 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 voice message.
2 Select one of the configured Closed Reason codes that best describes the
reason you closed your voice mail message.
--End--