Using a voice interaction card

Last Updated : Jan 11, 2022 |
Prolog information
Metadata
Keywords:
The following procedure describes how to use a voice interaction card:
  1. When a voice interaction is alerting, click the Accept call icon to accept the interaction.
    ADDITIONAL INFORMATION:
    The system displays the Customer Details, Customer History Search, and Interaction Details widgets.
  2. To complete the customer interaction, you can use any of the following options from the navigation pane:
    • Customer Information: To view information about the customer.
    • Customer Journey: To view the customer journey.
    • Screenpop: To access an external website configured for a Screenpop.
      The system displays only those screenpops contained in the data groups that are assigned to the agent in Avaya Control Manager. The system displays screenpops differently depending on different settings configured in Avaya Control Manager. If the administrator has enabled the appropriate configuration in Avaya Control Manager, after accepting the interaction, the screenpop feature does one of the following:
      • opens a new browser window with the configured external website
      • brings the screenpop widget in focus
      • displays the screenpop widget and then opens any external screenpops that are configured
    • Customer History Search: To view previous interactions with the customer.
    • Co-Browse: To start a Co-Browse session. To initiate a Co-Browse session when on a voice call, click Generate Co-Browse Key. Agents then provide this key to their customers to start a Co-Browse session. When on a chat, they can click a Co-Browse URL.
    • AWFOS: To view the Avaya Workforce Engagement Select widget for recording.
      The Avaya Workforce Engagement Select button is available in the navigation pane for:
      • all supervisors in any state
      • for all agents but only in a Not Ready state with a reason code AWFOS
  3. To enter DTMF key inputs for IVR or voicemail, click the DTMFicon.
  4. To put the interaction on hold, click the Hold icon. To unhold the interaction, click the icon again.
  5. Click the More icon.
    ADDITIONAL INFORMATION:
    The system displays the Work Codes and Disposition Codes menu and the Interaction details. The work codes are used to report the type of work done during the interaction. The Disposition Codes are used to report the outcome of the interaction.
  6. Click the Work Codes menu, and click a work code.
    ADDITIONAL INFORMATION:
    The system displays only those work codes contained in the data groups that are assigned to the agent in Avaya Control Manager.
  7. Click the Disposition Codes menu, and click a disposition code.
    ADDITIONAL INFORMATION:
    You can set a disposition code for every interaction while the interaction is active or immediately after the interaction ends during After Call Work time.
    Note:
    Disposition code set during ACW is not stored in Customer Journey.
    You can set disposition codes during the conference leg of the interaction, but cannot set them during the consult leg.
    Supervisors can set disposition codes on observe, coaching, or barge legs of interactions only when they are active on the interaction.
    The system displays only those disposition codes contained in the data groups that are assigned to the agent in Avaya Control Manager. Based on the configuration set by your administrator, you might have to set a disposition code before ending an interaction.
  8. To view information about the interaction, click the More icon, and then Interaction Details menu.
  9. Click the End Call icon to close the call.