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1. If the client decides to Email the external agent following a reply from an external agent the client can be directed e either directly to the external agent Check The external Agent in e or to the VRP of his choice Check This queue then select a VRP from the drop down list in g 3 Enter any explanatory comments giving the reason why the message was forwarded in optional 4 Confirm forwarding by clicking Transfer Caution If the agent is unavailable at the time of forwarding transfer an error message indicates that the agent cannot be reserved for transfer the Email message remains with the original agent 8AL90119USAA Ed 02 CCemail 1 11 Chapter 1 Operation 1 8 Managing saved Email In the Desktop Agent window idle click as follows 4 7 CCagent Internet tools Genesys Contact Navigator SR ioj xj Optional services 8 x Draft Email Failed Email d Pending External Agent Email FF Contact 0207 2003 17 08 51 Arnold Swarzenegger Re 5 26 06 2003 18 37 48 Arnold Swarzenegger Re 5 menu offers the following features a Draft Email to display a list of all messages saved from the Email reply window You can open these message reply to them and then send your reply Failed Email to display a list of unsent mail incorrect address etc These messages can be corrected and then sent Pending External Agent Email to display
2. amold ccw2 ccd 7 Current Am Buying a Home 25 06 2003 1 Am Buying a Home 25 06 2003 1 Subject Re Demande de renseignement sur assurance automobile D a Pe 26 06 2003 1 cc D Am Test for Yves 02 07 2003 0 Bec Am test 02 07 2003 1 Am test 3 02 07 2003 1 Attach f 7 BA Demande de renseign 02 07 2003 1 bello fred B Re Demande de rens 02 07 2003 1 From support Y F bien vous avez de la chance Am Demande de renseign 02 07 2003 1 7 Am Demande de renseign 02 07 2003 1 On Wed 2 Jul 2003 17 09 24 0200 you wrote BB Re De de rens 02 07 2003 1 1 D DJArchive Save amp Close Save Delete AutoSuggest STE View Transcript 2 Click Save amp close The Email is saved and the reply window closes Remark Save saves the Email message without closing the window Important To access previously saved messages click ce in the Desktop Agent window see Man aging saved Email 8AL90119USAA Ed 02 CCemail 1 7 1 7 3 1 8 Chapter 1 Operation Reading and replying to Email 1 Once you have read the Email message click Reply or Reply to all The reply window opens Z CCagent Internet tools Genesys Contact Navigator a Oj x amp Optional services J81 xl abc sin gt arnold ccw2 ccd Customer Records Resources Browser ntact Case Dat n To amold ccw2 c
3. automobile a Am Buying a Home 25 06 2003 15 Date 0270772003 17 10 49 Hio D G Am 5 26 06 2003 17 D Am Test for Yves 02 07 2003 09 a HE Arm test 02 07 2003 16 a rer HE Am test3 02 07 2003 16 Ayant achet une voiture recemment j aimerai connaitre vos D Am Demande de renseigne 02 07 2003 16 gt BA Demande de renseigne 02 07 2003 17 Eaton 7 Am Demande de renseigne 02 07 2003 17 pm CS t Re Demande de rensei 02 07 2003 17 C ExampleCategory H D M rchive Reply To All Reply FIELD 3 View Transcript The Email reception window is divided into four different fields Field 1 received Email display field Inbound Email can be broken down as follows From gives the name and address of the sender Subject shows topic title Date shows the date and time at which the Email arrived The next frame shows the contents of the Email message and message size J a closes the Email reception window without saving the message the message is now in your personal mail box au foal gt OPENS the window used to reply to the Email message The reply composed in this window is returned to the sender of the original message and any persons entered in cc copies to gt ay Opens the window used to reply to the Email message The reply composed in this window is only intended for the sender of the or
4. 01 4 20 PM The information available is e View Detail shows the main message fields title subject from origin date and time received e Notepad displays any comments notes on the message e Categories shows message category 3 Click Hide Transcript to return to the list of past messages only 8AL90119USAA Ed 02 CCemail 1 15 Chapter 1 Operation 1 16 8AL90119USAA Ed 02 CCemail
5. Alcatel Lucent OmniTouch Contact Center Standard Edition CCemail User Manual R10 0 Alcatel Lucent AN Legal notice Alcatel Lucent Alcatel Lucent and the Alcatel Lucent logo are trademarks of Alcatel Lucent All other trademarks are the property of their respective owners The information presented is subject to change without notice Alcatel Lucent assumes no responsibility for inaccuracies contained herein Copyright 2012 Alcatel Lucent All rights reserved The CE mark indicates that this product conforms to the following Council Directives 2004 108 EC concerning electro magnetic compatibility 2006 95 EC concerning electrical safety 1999 5 EC R amp TTE Ce u Table of contents CCemail Chapter 1 Operation 1 1 Tali cele To dlo p ssc 1 1 1 2 Opening an Email session procedure ee 1 1 1 3 Checking the CCA for Email nn 1 2 1 4 Receiving Email on your workstation 1 2 1 5 Desktop Agent idle state ueeeenennen 1 3 1 6 The Email reception window description 1 4 1 7 Managing Email ernennen een een 1 6 1 7 1 Reading and acknowledging Email u22220002400002nnn nenne nenne nenne nennen 1 7 1 7 2 Reading and Saving Email uuu0244002ennnnennennennennnnnnnennn nenne nennen nenne nennen 1 7 1 7 3 Reading and FE
6. DIVING to EMAI sivinsissicivrordvecenelitutiaieindieducevtuiivediaiaveniaeovemaerians 1 8 1 7 4 Reading and forwarding Email us 4u00244020nn nenn nenn nenne nenne nenne nenne nennen 1 10 1 8 Managing saved Email nenn 1 12 1 9 Managing the address book contacts 1 12 1 10 History list of past Email en 1 13 8AL90119USAA Ed 02 CCemail 0 1 CCemail User Manual R10 0 8AL90119USAA Ed 02 CCemail 1 1 1 2 Chapter 1 Operation Introduction As a CCemail CCE agent you should have the following items on your workstation A Pro ACD telephone set A dedicated PC running the standard CCA application This latter incorporates the UAD Universal Agent Desktop referred to as the Desktop Agent in this guide that processes Email calls Opening an Email session procedure After powering up the PC enter your name and password to open a Windows session In Windows Double click the a or select Start gt gt Programs gt gt Alcatel gt gt CCagent The following CCA window is displayed Click the g button In the window displayed enter your agent directory number and confirm by clicking OK The logon window is displayed 8AL90119USAA Ed 02 CCemail 1 1 Chapter 1 Operation eg je age geass uno DC ger die et ara 1 ceri tera Tu du ETT u nn Ing ah ivr r
7. a list of mail transferred to an external agent or other external party Messages are displayed until the external agent replies For information on how to use these menus refer to Desktop Agent on line help Remark The Contact feature is described in the following section 1 9 Managing the address book contacts The address book can be opened by two methods from the Email reception window inbound Email Click then the tab Customer Aecord J from the Desktop Agent idle window Click gt gt Contacts The Contact window opens 1 12 8AL90119USAA Ed 02 CCemail Operation Contact Phone Numbers C 00298301010 301605 Ei I mmr Merge This Interaction Merge All Interaction The Contact window is used to manage two lists a list of Email addresses the default address is displayed at the top address in the list and is preceded by the A icon To select a different default address select the desired address and click Make Default The new default address is moved to the top of the list and has the A icon displayed in front of it a list of phone numbers the default phone number is displayed at the top of the list and is preceded by the A icon To select a different default phone number select the desired phone number and click Make Default The new default phone number is moved to the top of the list and has the A icon displayed in front of it For each list the
8. cd 7 CI Current E Arn El Arn From support v Subject R e Demande de renseignement sur assurance automobile D a ke Bec bello fred Et bien vous avez de la chance 1 Am On Wed 2 Jul 2003 17 09 24 0200 you wrote 4 Save amp Close Save Delete Auto Suggest 2 Compose the message to be sent with a A personalized reply Procedure e enter the text of the message in 4 Buying a Home Buying a Home a5 cc amp D g Am An Attach a A Testfor Yves test test3 Demande de renseign 8 Re Demande de rens Demande de renseign Am 8 Re Demande de rens 02 07 2003 1 D Archive Demande de renseign e run a spell check by clicking _ optional 25 06 2003 1 25 06 2003 1 26 06 2003 1 02 07 2003 0 02 07 2003 1 02 07 2003 1 02 07 2003 1 02 07 2003 1 02 07 2003 1 02 07 2003 1 View Transcript e attach an explanatory file optional To do this click Attach and browse to the file to be attached A reply suggested by the system Procedure e select the Auto Suggest tab see field 4 The Email reception window description and select a reply A standard predefined reply Procedure e Click Resources The Standard Reply SRL window opens 8AL90119USAA Ed 02 CCemail Operation er Poi 2 Dee LE L Fod rohr FJ Alal e select a standard reply from
9. eed ar be a har se anari arr ET t rer ia iia Bami t I mm het ES T Im taba T Die Fok Check select E Mail and click OK When Email is received the following CCA window is displayed K ir A Associate data k 4 oS No customer id Jl i we Cy gt Meaning of symbols used g green rung request for Email session click this icon to open a session E red in conversation Email session in progress JE shows your skills 1 3 Checking the CCA for Email There are two steps to perform SS PRINCIPLE ACTION STEP 1 Make sure the Email skill is en Click the 3 button and check that the abled in your agent profile Inbound Email box is checked menu STEP 2 Activate the Desktop Agent Right click in the CCA window and activ ate the Universal Desktop Adaptor 1 4 Receiving Email on your workstation 1 2 8AL90119USAA Ed 02 CCemail Operation You are informed that Email has been received by the ringing of you agent set associated with the CCA the Email skill displayed on the agent set as follows Auto insurance ATT 00 15 Inbound Email Automobile ee ee ee Requested Email skill display of the w button green in the CCA window Press g to open the Email reception window in the Desktop Agent Remark if you do not take the call it is cut off after a set time The call will be repeated if you are the only person that can proces
10. iginal message Field 2 option bar The option bar offers Email management and follow up features runs a spell check of the reply composed in response to the original message 8AL90119USAA Ed 02 CCemail 1 5 Chapter 1 7 1 Operation this button is when using the Email function sg opens the transfer window enabling Email to be forwarded to e another agent or supervisor e a selected department e an external party address gives access to contact management windows address book and display Customer M of client records see field 3 gives access to the standard reply window see field 3 z oo access to the CCW browser ET Field 3 interactive display field The content of this field depends on the button selected in the option bar clicking san Opens the following windows e either u to view all previously saved client Email See History list of past Email e or to view and add to the client address book Email address phone no See Managing the address book contacts clicking opens the i window enabling predefined standard replies to be viewed and selected Field 4 notes comments field You can use this field to enter comments on the Email message received Comments are displayed when the m Window is active When an Email message is selected comments on this Email are displayed in the lower part of the window NotePad tab Ma
11. naging Email You can perform the following operations in the Email reception window 1 Read and acknowledge messages see Reading and acknowledging Email 2 Read and then save Email messages to reply to them later see Reading and saving Email Read and then reply to messages immediately see Reading and replying to Email Read messages and then forward transfer them to another agent department or external party see Reading and forwarding Email For each of these operations you can view a list of past Email messages received from the client see History list of past Email view and add contacts in your address book see Managing the address book contacts 8AL90119USAA Ed 02 CCemail 1 7 1 1 7 2 Operation Reminder You can only make and take private calls while processing Email If you are working on a previously saved Email message you can also take CCD calls In this case Email processing is suspended while you answer the CCD call Reading and acknowledging Email Once you have read the Email message click Done Caution The reception window is closed without saving the Email Reading and saving Email 1 Once you have read the Email message click Reply The reply window opens Z CCagent Internet tools Genesys Contact Navigator 10 xj amp Optional services 18 x abc scn a x Customer Records Resources Browser arnold ccw2 ccd Contact Case Dat n To
12. re is a set of buttons with the following functions New to add a new contact Edit to change details of the selected contact Delete to remove the selected contact Make Default is used to select a preferred address for a contact with several addresses The Merge this interaction and Merge all interaction buttons enable all or certain contacts in the list to be merged into a single object 1 10 History list of past Email 8AL90119USAA Ed 02 CCemail 1 13 Chapter 1 Operation When processing a new message you can view all Email messages received from this client They are displayed in the fin tab activated when Email arrives If this is not the case click Customer Aecords 9 7 01 1 a test auto 10 8 01 A auto 10 8 01 GB auto bilan 10 8 01 A auto 10 8 01 A auto 10 8 01 A auto 10 8 01 A demande d infor 10 8 01 A Demande d infor 10 8 01 A Demande d infor 10 8 01 View Transcripl 1 Select a message 2 Click View Transcript to view information on this message 1 14 8AL90119USAA Ed 02 CCemail Operation Date au 10 8 01 a auto 10 8 01 demande d infor 10 8 01 Demande d infor 10 8 01 ag ERE ene EA Pe age EEA Lem ande Ad INTO Incoming E Mail from CCD User Subject Demande d informations sur assurance BMW To From CCD user on Servecd Received on 10 8
13. s it or the only agent available 1 5 Desktop Agent idle state The Desktop Agent figure below remains open while the application is running the window is available as soon as you log on When no CCE operation is being performed the Desktop Agent is in idle state and remains blank Remark To display the window right click in the CCA window and select UAD when you log on 8AL90119USAA Ed 02 CCemail 1 3 Chapter 1 Operation Interactive held Client held Figure 1 6 Desktop Agent in idle state Current session icon an icon representing the current session is displayed in this field this icon is barred when the session is not active Common tools tools common to the different sessions Interactive field field in which the different elements for the active session are entered Client field enables contacts to be tracked and managed and a library of predefined replies to be used Is used to access the contact list this is the only menu that can be accessed in the idle state 1 6 The Email reception window description 1 4 8AL90119USAA Ed 02 CCemail Operation 7 CCagent Internet tools Genesys Contact Navigator BE iol x Optional services rn Arnold Swarzenegger lt arnold ccw2 FIELD 1 ip Lase Vata Hi From Arnold Swarzenegger lt amold ccw2 cod gt a r ee i Ce HE Am Buying a Home 25 06 2003 14 i Subject Demande de renseignement sur assurance
14. the menu Click View Detail to display the contents of the selected reply 8AL90119USAA Ed 02 CCemail 1 9 Chapter 1 Operation SAL D ClExamplesricategory Folder 7 CExampleSricategory1 Folder 70 Folder Cl Auto Answer Shipping Oomw Shipping Hide Detail BMW Attachments BMW sene 5 doc TESSAN i Hide Detail Insert Click Hide Detail to return to the previous window e Confirm your selection by clicking Insert Remark Personalized and standard replies can be combined 3 Add names from the address book in optional This field can be completed if the 2 reply window was opened with the Reply button It is already completed if the reply window was opened with the Reply to all button 4 Click Send to send the reply 1 7 4 Reading and forwarding Email 1 Once you have read the Email message click E The forward transfer window opens 1 10 8AL90119USAA Ed 02 CCemail Operation SE zi D ma adaa PaT Bed ees eer a epee m mE T ar na En aa Ir F Penan a eel pa en en ei far an 7 a 5 a a ae u ae H BE Se SE ban F 2 Select the recipient e a VRP check Please select a queue then select a VRP from the drop down list e an agent or supervisor check Or select an agent or supervisor then select a free agent in 4 e an external agent check Or enter an external agent Email address then enter the external agent s or other party s address

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