Message facts
Things to know about messages
The following subjects provide important information about messages. Read the following information about messages before you begin accepting message calls.
When is a message delivered?
A message is delivered to a browser upon answering a message call on your telephone.
Message calls can be delivered to you only when you are available to take a call (that is, when you are in the Auto-In or Manual-In Automatic Call Distribution [ACD] work mode).
Do I have to wait until messaging Web pages are fully loaded before selecting an option?
For best results, you should wait until your browser fully loads the messaging Web page before selecting an option on that Web page.
Can there be more than one active agent for a single message call?
No; a message can be active with only one agent at a time. However, other agents may view a message when the message is active.
Do I need to close a message?
All messages (whether fax or email) must be closed after you have completed the message handling process. If a message is not properly closed (for example, if you hang up the telephone instead of selecting the Close option), the messaging software will return the message (by way of a message call) to the VDN specified in message administration. This may result in the message being delivered to another agent. See the Close Message Web page for details on how to close a message.
What if I receive a message with no content or file attachment?
It is possible to receive a message with no content or file attachment. If you should receive such a message, simply close the message.
How do I ensure the correct tracking of a message?
To ensure the correct tracking of a message, you should drop the message call using only messaging functionality (that is, use the Close or Suspend options). If you release a message call with functionality other than that provided by the messaging software (for example, hanging up the telephone), the messaging software will not be aware of the release and will attempt to redeliver the message call to another agent.
Can I print a message?
You can print a message by printing the messaging Web pages that contain the specific information you want to print. To print a messaging Web page, use your browser's Print function.
Because the messaging software uses frame-based Web pages, be sure to place your cursor in the frame that you want to print. For example, if your cursor is placed inside the toolbar frame of a messaging Web page when you select the print function, then only the frame containing the toolbar will print.
NOTE: You cannot print from the Forward and Reply Web pages.
Can I transfer a message?
Yes. To transfer a call while active on a message, use regular telephone transfer procedures. When the transfer of a message call is complete, the agent receiving the transferred message call will be presented with the New Message Display Web page containing the message just transferred and will then be identified as the active agent. The agent transferring the message call will be presented with the Message Care Home Web page (or the administered idle page) and will no longer be the active agent.
Can I conference a message?
Yes. To conference a call while active on a message, use regular telephone conference procedures. The messaging software, however, will not automatically pop a Web page containing the message to the conferee's browser. For the conferee(s) to view the same message while on the conference call, the agent initiating the conference must inform the conferee(s) to explicitly access the message by performing a search on the tracking number of the message.
Is there a limit on the size of a message that I can display?
Netscape browsers cannot display a received text message greater than 30K bytes (approximately 7500 words) in the messaging applet. If you are using a Netscape browser and a received text message is greater than 30K bytes, then you must use the view capability accessible through the History function to see the complete message.
This limitation of 30K bytes also applies to outgoing messages created through the Reply and Forward options.
What is the default name of a saved file attachment?
The messaging software uses the same name it receives when you detach a file attachment using your browser's Save function.
Does the main Message Care Web page have to remain open?
If you have more than one messaging Web page open at the same time, ensure that you do not inadvertently close the Main Message Care Web page.
If you inadvertently close the Main Message Care Web page, you should log out from the Agent Control Window, close the browser, and then log back in to the messaging software. You may have to put yourself in an unavailable ACD state to disable call delivery until you are logged in to the messaging software.
Can I surf the Web using the browser window that displays a messaging Web page?
For best results and so that you do not inadvertently close the main messaging Web page, use a new browser window to surf the Web.
To open a new browser window, do the following:
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From the File menu, select the New menu item.
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From the New menu item, select the Window item for Microsoft Internet Explorer or the Navigator Window item for Netscape Navigator.
What if I get a message call, but my Web page does not fully load?
If you get a message call but your Web page does not fully load, drop the message call and the messaging software will redeliver the message call.
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Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
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