How to process messages

Message processing options

Introduction

The messaging software provides a number of message processing options. These options are presented on the toolbar of the messaging Web pages. Some of the processing options can be administered to better meet your contact center's needs.

The following table lists the processing options provided by the messaging software:

Option Application

Reply Use the Reply option to send a reply to the customer. See Message Care Reply Web page to learn how to reply to a customer's request.

Forward Use the Forward option when you need help from another person (for example, a subject matter expert [SME] or another agent) to compose a customer reply. See Message Care Forward Web page to learn how to forward a message.

Suspend Use the Suspend option when you want to delay the processing of a message for a specified amount of time. See Suspend Message Web page to suspend an active message.

History Use the History option when you want to view a chronological record of message processing details. See Message History Web page to learn more about the History Web page.

Search Use the Search option when you want to find specific messages in the messaging database. When you conduct a search, a list of messages matching the search criteria you entered appears. From this list, you can refine the search or view a specific message. You do not have to be active on a message to conduct a search. See Message Search Web page to learn how to search for a message.

Note Use the Note option when you want to document additional information about the processing of a message. You can add a note to a message only if you are the active agent on that message. Even if you are not the active agent on a message, you can view notes about a specific message by viewing the history of that message. All notes are saved in the message's history record. See Message Care Note Web page to learn how to create a note while you are active on a message.

Send Use the Send option when you are ready to send a reply to a customer or when you want to forward a message to another person (SME or agent). You can send a reply or forward a message regarding an original message only if you are the active agent on the original message. See Send Acknowledgment Web page to learn more about this option.

Cancel Use the Cancel option when you want to quit the creation of a forward message or reply and return to the original message through the New Message Display Web page, or when you want to quit the creation of a note.

Save
Use the Save option when you want to save your reply or save your forwarded message. Situations that may warrant a save are:

Incoming real-time calls (telephone or Internet session) have increased and your assistance is needed to handle the real-time calls rather than the non-real time calls (message calls).

For unknown reasons, you may have to abandon the composition of a reply or forward message. In this case, you may want to save the information you have already composed so that you can finish it at a later time.

When you retrieve a saved message, you are presented with the original message. From here, you can click on the Reply button (if you were in the process of replying to an original message) and you will be presented with the Message Care Reply Web page with the saved data; or, you can click on the Forward button (if you were in the process of forwarding a message) and you will be presented with the Message Care Forward Web page with the saved data. The messaging software will present all data saved for a message.

If you use the messaging Close option to complete the processing of a message immediately after a Save, the saved reply or forward message will be lost. This is because a closed message cannot be reopened.

Close Use the Close option to complete the processing of a message (all messages must eventually be closed). You can use the Close option only if you are the active agent on that message. When you select the Close option, the Close Message Web page appears with the option to confirm the close. See Close Message Web page to learn how to close an active message.

Retrieve Use the Retrieve option when you want to resume processing of an original message. You can retrieve a message that is in the Launched, Suspended, Blocked, Overflowed, or Failed states. You cannot retrieve a closed or active message. To retrieve a message, you must be viewing that message from the View Web page. See Retrieve Acknowledgment Web page to learn how to retrieve a message.

Resend Use the Resend option to resend a reply or forward message. See Handling undeliverable messages and notifications for more uses of the Resend option.

Message Display Use the Message Display option to display the original message. Once the message is displayed, you can send your reply or forwarded message to another recipient or use one of the other processing options available on the Web page.

Reset Use the Reset option to clear any text entered in to the Web page fields.

View Suspended Use the View Suspended option to view your suspended messages. When you click on the View Suspended button, the messaging software conducts a search and provides a list of messages that you suspended.

Snap-Shot Report Use the Snap-shot Report option to generate a real-time report. See Real Time Snap-Shot Report Web page for more information about Message Care reports.

Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001

Option	Application
Reply	Use the Reply option to send a reply to the customer. See Message Care Reply Web page to learn how to reply to a customer's request.
Forward	Use the Forward option when you need help from another person (for example, a subject matter expert [SME] or another agent) to compose a customer reply. See Message Care Forward Web page to learn how to forward a message.
Suspend	Use the Suspend option when you want to delay the processing of a message for a specified amount of time. See Suspend Message Web page to suspend an active message.
History	Use the History option when you want to view a chronological record of message processing details. See Message History Web page to learn more about the History Web page.
Search	Use the Search option when you want to find specific messages in the messaging database. When you conduct a search, a list of messages matching the search criteria you entered appears. From this list, you can refine the search or view a specific message. You do not have to be active on a message to conduct a search. See Message Search Web page to learn how to search for a message.
Note	Use the Note option when you want to document additional information about the processing of a message. You can add a note to a message only if you are the active agent on that message. Even if you are not the active agent on a message, you can view notes about a specific message by viewing the history of that message. All notes are saved in the message's history record. See Message Care Note Web page to learn how to create a note while you are active on a message.
Send	Use the Send option when you are ready to send a reply to a customer or when you want to forward a message to another person (SME or agent). You can send a reply or forward a message regarding an original message only if you are the active agent on the original message. See Send Acknowledgment Web page to learn more about this option.
Cancel	Use the Cancel option when you want to quit the creation of a forward message or reply and return to the original message through the New Message Display Web page, or when you want to quit the creation of a note.
Save	Use the Save option when you want to save your reply or save your forwarded message. Situations that may warrant a save are: Incoming real-time calls (telephone or Internet session) have increased and your assistance is needed to handle the real-time calls rather than the non-real time calls (message calls). For unknown reasons, you may have to abandon the composition of a reply or forward message. In this case, you may want to save the information you have already composed so that you can finish it at a later time. When you retrieve a saved message, you are presented with the original message. From here, you can click on the Reply button (if you were in the process of replying to an original message) and you will be presented with the Message Care Reply Web page with the saved data; or, you can click on the Forward button (if you were in the process of forwarding a message) and you will be presented with the Message Care Forward Web page with the saved data. The messaging software will present all data saved for a message. If you use the messaging Close option to complete the processing of a message immediately after a Save, the saved reply or forward message will be lost. This is because a closed message cannot be reopened.
Close	Use the Close option to complete the processing of a message (all messages must eventually be closed). You can use the Close option only if you are the active agent on that message. When you select the Close option, the Close Message Web page appears with the option to confirm the close. See Close Message Web page to learn how to close an active message.
Retrieve	Use the Retrieve option when you want to resume processing of an original message. You can retrieve a message that is in the Launched, Suspended, Blocked, Overflowed, or Failed states. You cannot retrieve a closed or active message. To retrieve a message, you must be viewing that message from the View Web page. See Retrieve Acknowledgment Web page to learn how to retrieve a message.
Resend	Use the Resend option to resend a reply or forward message. See Handling undeliverable messages and notifications for more uses of the Resend option.
Message Display	Use the Message Display option to display the original message. Once the message is displayed, you can send your reply or forwarded message to another recipient or use one of the other processing options available on the Web page.
Reset	Use the Reset option to clear any text entered in to the Web page fields.
View Suspended	Use the View Suspended option to view your suspended messages. When you click on the View Suspended button, the messaging software conducts a search and provides a list of messages that you suspended.
Snap-Shot Report	Use the Snap-shot Report option to generate a real-time report. See Real Time Snap-Shot Report Web page for more information about Message Care reports.