Using an SMS interaction card

Last Updated : Jan 06, 2022 |
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  1. When you get an SMS interaction card, click the Accept interaction icon to accept the SMS.
    ADDITIONAL INFORMATION:
    The system displays the SMS, Suggested Content, and Customer History Search widgets. The SMS widget has the conversation with the customer.
  2. In the Type a message field, type your message and click the Send icon or press the Enter key.
    STEP RESULT:
    The message you sent is displayed in the SMS widget.
  3. To use a phrase from the Suggested Content widget, click the phrase.
    STEP RESULT:
    The system sends the suggested phrase to the customer.
  4. To use a URL from the Suggested Content widget, click the URLs tab, and click the URL to send in the message.
  5. To modify a suggested phrase, do the following:
    1. Click the Edit icon next to a suggested phrase.
      STEP RESULT:
      The system displays the phrase in the Type a message field.
    2. Edit the phrase and click the Send icon or press the Enter key.
  6. 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
  7. 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.
  8. 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.
  9. 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.
  10. To view information about the interaction, click the More icon, and then Interaction Details menu.
  11. Click the Close icon to close the digital contact.