Using an email interaction card

Last Updated : Jul 17, 2023 |
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Use this procedure to use the email interaction card.
If your administrator has enforced dispositions codes configured in Avaya Control Manager, the Send button is disabled until you set the disposition code.
  1. When you get an email interaction card, to accept the interaction, click the Accept interaction icon.
    ADDITIONAL INFORMATION:
    The system displays the Email widget with the customer’s email, and the Email Template Selector widget.
  2. From the list of templates on the Email Template Selector widget, click the plus sign (Add email template) to add a template to the Email Compose window:
    ADDITIONAL INFORMATION:
    You can use the Search templates field to search for templates. When you hover over a template, the Preview email template icon also allows you to preview the template.
    The system displays only those email templates and addresses contained in the data groups that are assigned to the agent in Avaya Control Manager.
  3. On the Email Template Selector widget, click the preview icon (Preview email template) to preview the template and click Insert to add the template to your email response or click Cancel to cancel the template selection.
  4. Click Reply or Reply All.
    ADDITIONAL INFORMATION:
    The system displays the Compose Email and Email Templates widgets.
  5. In the message body, type the response to the customer query.
  6. Set the formatting of the content, such as the font style, font color, and font size.
    ADDITIONAL INFORMATION:
    Important:
    The email editor supports the default font family as Roboto. The font size options are Small (8), Normal (12), Large (14), and Huge (16).
  7. In the To, Cc, and Bcc fields, type additional email addresses to whom you want to send the email.
  8. Click Attach Files to add attachments.
    ADDITIONAL INFORMATION:
    After you attach a file, the system displays the name of the attached file in the Uploaded attachments section.
    1. Click the X icon next to the attached filename to delete the file.
      ADDITIONAL INFORMATION:
      Note:
      The file-type limitations are configurable through Omnichannel Provider tool launched from Avaya Control Manager. A parameter is configured with a list of forbidden extensions. You can only add the file types that are not in the list.
  9. Click Insert signature to add a predefined email signature.
    ADDITIONAL INFORMATION:
    If you have not added any email signatures in Settings, this field is disabled.
    If you have selected the Automatically insert my signature in all emails check box, the system automatically inserts the signature. For more information, see Changing email signature settings.
  10. To use a phrase from the Suggested Content widget, click the phrase.
    ADDITIONAL INFORMATION:
    The system adds the suggested phrase to the email.
  11. To view Customer Journey of the customer, use any of the following options from the navigation pane:
    • Customer Information: To view information about the customer.
    • Customer History Search: To view previous interactions with the customer.
    • 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
  12. 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.
  13. 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.
  14. 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.
    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.
  15. To view information about the interaction, click the More icon, and then Interaction Details menu.
  16. Click Send.
    STEP RESULT:
    Avaya Workspaces displays a notification - Reply has been sent.
    Note:
    The administrator can configure the Enable Multireplies to Email feature in Avaya Control Manager and also enable Allow Multireply parameter in Omnichannel Administration Utility. Agents with such configurations can choose either to close the contact card after one response or continue to send multiple replies, defer, forward, or transfer the email interaction.
  17. Click the Close icon to close the digital contact.