Message Care Reply Web page 

Introduction

You must be the active agent on the message to compose a reply. If you are the active agent, then you can click on the Reply button and the Message Care Reply Web page will appear. From the Message Care Reply Web page, you can reply to the customer's request by composing a reply and then sending that reply to the customer. For example, you may want to keep your customer informed about the status of their request. In this case, you could use the Reply option to send your customer a reply stating that you are working on the request and will have an answer for them shortly. Replying to a message does not complete the processing of a message. To complete the processing of a message after you have sent a reply, you must close the message.

Illustration

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


Reply fields and buttons

The following table provides descriptions of the fields and buttons contained in the Message Care Reply Web page.

Field/Button Description
To This field identifies the email address where the messaging software will send your reply. This field is automatically populated with the From information associated with the original message. You can edit this field.

NOTE: If the messaging software is running in J-Mode, then you must use the ASCII character set to enter the To address ([email protected]).

From This field identifies the return email address set by your administrator for the mailbox to which the message was delivered. You can edit this field.
BCC This field is a blank field used to enter additional recipients as blind copies. Use this field if you want to send your reply to additional recipients but do not want to show your customer the email list of additional recipients. Before using the BCC field, ensure that your Simple Mail Transfer Protocol (SMTP) server supports blind copies.
Subject This field contains the prefix Re: (indicates a reply message), the original message call's Trk #, and subject text. The Subject field is limited to 128 characters.

You can edit this field; however, if you modify or remove the subject (especially the Trk #), the messaging software will not be able to link a customer response with the original message. The messaging software searches the subject lines of email messages to see if there is a tracking number match with an open message. If the tracking number is not found in the subject header, no match can be made.
Attach system file This field is a drop-down list box providing file attachments that you can include in your reply. You can select only one file attachment to include in your reply. If there is no file attachment drop-down list box, then your administrator did not administer file attachments for that mailbox. The default is No file attachment.
Attach message file(s) from This field is a drop-down list box providing message files that you can include in your reply message. The type of message files that you can attach are: customer's original message or a SMEs attachment. SME attachments are listed as email addresses. To see an attachment from a particular email address, use the History Web page. You can include only one message file. The default is No file attachment.
Include Messages This field is a drop-down list box providing a set of pre-formatted answers (set by your administrator) for your reply. When selected, the pre-formatted answer is inserted in the text box at the point where your cursor is located. You can select more than one pre-formatted answer to include in your reply or enter your own text. The first item in the drop-down list box (Add a Canned Response) is explanatory only and not a valid choice. If you encounter an error message when you try to include a canned response, contact your system administrator.
Clear Message This button clears all the text from the reply text box when clicked on and then confirmed. If you inadvertently clear original text, you can add it back by selecting the Include Original Message item from the Include Message drop-down list.
Spell Check This button checks text in the text box for spelling errors. The spell checker identifies words that are not in the spell check dictionary and allows you to either edit the word, ignore the word, or add the word to the dictionary. The spell check dictionary is shared by all messaging agents.

NOTE: The messaging software supports spell check in US English only. If you log in to the system in a language other than US English, the messaging software disables the Spell Check button.
Text Box This field is a standard text box that provides basic text input with editing support. Editing includes the insertion or deletion of characters. The text box is where you compose your reply to the customer. By default, the text box is populated with the original message. However, if you or someone else saved a reply message, the text box will be populated with the reply text instead of the original message text.

Things to know about replying to a message

The following subjects provide information about how the messaging software handles replies to original message calls:

How do I distinguish between original message text and added text?

By default, the original message text received from the customer is included in the text box. Each line of the original text is preceded by the �>� symbol. This symbol distinguishes between the original message's text and text added during processing.

EXCEPTION: If you save a reply and then retrieve that reply at a later time, the saved reply will populate the text box, not the original message text.

Can I use copy and paste commands?

You can use Copy (Ctrl C) and Paste (Ctrl V) commands to add text into your reply. When you use these commands, formatting style is lost.

Important!

You cannot use your browser's Paste and Copy menu items to add text into your reply.

Do I get a return receipt when I send a reply?

When you send a reply, the messaging software will not request a return receipt from the SMTP server.

What type of information is stored when I reply to a message?

The messaging software will store the following information for each reply submitted:

The messaging history database will record when a reply was sent to the SMTP server as well as who sent it.

What type of information is required when I reply to a message?

To submit a reply for delivery to the customer, the reply must contain the following information:

What if my reply submission fails?

The messaging software will inform you when a reply submission failed. In this case, you may want to save your reply and then follow the procedures established by your contact center.

What happens if I close the original message before I reply to the customer?

If you close the original message that you are replying to before sending your reply, the reply will be lost.

How does the Save option work when replying to a message?

You can save only one reply per original message. Subsequent save commands on a reply will overwrite the reply.

Reply to an original message

To reply to an original message, do the following:

  1. If you have not already done so, click on the Reply button.

    Result:

    The Message Care Reply Web page appears populated with information about the original message. You can add a note anytime throughout the Reply process.

  2. Verify that the customer's email address located in the To field is correct. If not, enter the correct email address. For example, you may notice that the customer entered their email address incorrectly ( [email protected] instead [email protected]) when entering information in a form created by your contact center.

  3. Your administrator set the From field email address and in most instances will be correct. However, if you determine that the From field email address is incorrect, enter the correct address.

  4. From the BCC field, enter the email addresses of other recipients for your reply. If you do not want to send your reply to other recipients, keep the field blank. Note that you can enter multiple email addresses by separating each address with a comma.

  5. By default, the original message content or the content of a previously saved reply will appear in the text box. Refer to the following list for instructions on how to perform the tasks associated with the text box:

    • To clear text from the text box�click on the Clear Message button. If you inadvertently clear original text, you can add it back by selecting the Include Original Message item from the Include Message drop-down list.

    • To add a canned response�click in the text box area, and then click on the Include Message drop-down list and select a reply.

      Netscape Navigator users: after inserting a canned response in the compose box, the position of the cursor, which normally should be after the inserted text, is sometimes located somewhere between the added text. If you want to add text after you have added a canned response, click in the desired position and begin typing.

    • To add your own text to the reply�click in the area where you want to add text, and then begin entering your text.

    • To spell check the text in the text box�click on the Spell Check button.

  6. If you want to include a file attachment with your reply, select the file from the Attach System File drop-down list.

  7. From the Attach Original Message File(s) option buttons, select Yes to include all of the original message's file attachments with your reply. If you do not want to include the original message's file attachments with your reply, select No.

  8. To send your reply, click on the Send button.

    Result:

    The Send Acknowledgment Web page appears stating that your message was sent. See Send Acknowledgment Web page for more information.

  9. At this point, you can do the following:

    • Close the message

    • Suspend the message

    • Display the message

   


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