How to process messages

New Message Web page

About

A message is delivered to you when you answer a message call from your telephone. When you answer the message call, the messaging software displays the New Message Web page. The New Message Web page provides information about the message as well as tools to process the message. It is from this Web page that message processing begins.

Illustration

The following illustration is an example of the New Message Web page:

New Message Web page fields

The following table provides descriptions of the fields contained in the New Message Web page:

Field Description

TRK# (Tracking Number) This field is a numeric value (up to eight digits) automatically generated by the messaging software for each received original message (for example, TRK # 12345678). A tracking number is followed by a four-digit suffix as a site identifier (for example, TRK # 12345678-1000). The messaging software uses the tracking number to handle messages. As an agent, you can use tracking numbers to find specific messages by searching on a message's tracking number. A customer could use a tracking number to reference an email correspondence.

Mailbox This field identifies the �friendly name,� as administered in the messaging software, for the mailbox that received the message.

Originator This field identifies the name of the person (agent or customer) who created the message.

From This field identifies the email return address of the originator. The messaging software uses this email address to populate the To field in a reply message.

Subject This field provides the subject of the message.

Received This field provides the time and date the message was retrieved by the messaging software.

Attachments This field represents the links that identify file attachments contained in the message. Based on your browser's functionality, you will either be prompted to open or save the attachment when you click on its link. To view file attachments, you must have associated helper applications. If you cannot view a file attachment, contact your system administrator.
If the message does not have any attachments, then the Attachments field will not appear.

Related Responses This field identifies the number of related responses. Related responses include replies sent to the customer, messages forwarded to other people (for example, an SME or an agent), and messages sent by the customer. Use the History option to view related responses. If the message does not have any responses, then the Related Responses field will not appear.

Text Body This field provides the actual message from a customer. If this area is blank, then the message is most likely a fax message, especially if there is a file attachment.

New message processing

From the New Message Web page, determine how you want to process the message. For example, you may know exactly how to reply to the customer; therefore, you can use the Reply option to compose a reply and send it to the customer; or, you may want to search the history database prior to creating your reply. In this case, you would use the History option. After finding the information in the history database, you would close the Message History Web page and then click on the Reply button to compose a reply to the customer.

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

Field	Description
TRK# (Tracking Number)	This field is a numeric value (up to eight digits) automatically generated by the messaging software for each received original message (for example, TRK # 12345678). A tracking number is followed by a four-digit suffix as a site identifier (for example, TRK # 12345678-1000). The messaging software uses the tracking number to handle messages. As an agent, you can use tracking numbers to find specific messages by searching on a message's tracking number. A customer could use a tracking number to reference an email correspondence.
Mailbox	This field identifies the �friendly name,� as administered in the messaging software, for the mailbox that received the message.
Originator	This field identifies the name of the person (agent or customer) who created the message.
From	This field identifies the email return address of the originator. The messaging software uses this email address to populate the To field in a reply message.
Subject	This field provides the subject of the message.
Received	This field provides the time and date the message was retrieved by the messaging software.
Attachments	This field represents the links that identify file attachments contained in the message. Based on your browser's functionality, you will either be prompted to open or save the attachment when you click on its link. To view file attachments, you must have associated helper applications. If you cannot view a file attachment, contact your system administrator. If the message does not have any attachments, then the Attachments field will not appear.
Related Responses	This field identifies the number of related responses. Related responses include replies sent to the customer, messages forwarded to other people (for example, an SME or an agent), and messages sent by the customer. Use the History option to view related responses. If the message does not have any responses, then the Related Responses field will not appear.
Text Body	This field provides the actual message from a customer. If this area is blank, then the message is most likely a fax message, especially if there is a file attachment.