Retrieve Acknowledgment Web page 

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Introduction

You can retrieve a message in the Launched, Suspended, Blocked, Overflowed, or Failed states. The Retrieve option allows you to request a message call and become the active agent on a specific message so that you can process that message. When you click on the Retrieve button, the Retrieve Acknowledgment Web page appears in your browser stating that your message will be delivered to you as soon as possible.

Retrieved message calls appear as direct-agent message calls. To ensure that you receive your retrieved message, place yourself in the AUX work mode. To make good use of facilities, retrieve one message at a time, process the message to completion, and then retrieve another message.

Retrieve message process

When you click on the Retrieve button, the messaging software will launch a call when facilities are available to deliver the requested message retrieval to you. The message call associated with your retrieval request may not be delivered to you immediately based on the traffic load of your system. You may even receive a different message call while waiting for your retrieval.

Once you receive and answer the message call associated with your retrieval, the New Message Display Web page appears in your browser with the message that you requested.

Things to know about retrieving a message

The following subjects provides important information about retrieving a message:

Retrieving a message in the suspended state cancels the suspension timer.

You can request a retrieval of a message while on a live ACD call; however, you must complete the current ACD call before the DEFINITY ECS will deliver the retrieval message to you.

If you want a retrieved message to go directly to you, then do the following:

1. Place yourself in the AUX or ACW work mode.

2. Retrieve the message.

   Since direct-agent calls are placed at the top of your DEFINITY ECS work queue, when you go into the AUX or ACW work mode, then the retrieved message will most likely be the next message call delivered to you assuming the messaging software has facilities to launch the call.

   If you do not receive the message within 30 seconds, assume that the messaging software did not have the facilities to launch the call. At this point, you should resume processing other email messages.