Suspend Message Web page 

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Introduction

You must be the active agent on the message to suspend it. If you are the active agent, then you can click on the Suspend button and the Suspend Message Web page will appear.

When you suspend a message, you are delaying the completion of that message for a specified period of time and requesting that the messaging software launch the suspended message call when the specified time has expired.

Why suspend a message?

The following list provides some reasons why you might want to suspend a message:

• To await information from a forwarded message

• To go on a scheduled lunch or break

• To handle the real-time calls (telephone calls or Internet sessions) rather than the non-real time calls (message calls)

• To work on non-call related activities

For example, you may want to suspend a message because you are scheduled to go on a break. In this example, you could suspend the message for 15 minutes. When the 15 minutes expires, the messaging software launches the suspended message call so that you can continue with the processing of that message.

What happens when I suspend a message?

When you suspend a message, the messaging software drops the message call associated with that message. The ACD work state that you are placed in when a message call is dropped depends on DEFINITY ECS station administration.

When you suspend a message, the messaging software does the following with the message:

• Changes the state from Active to Suspended

• Records the suspension reason code

• Records the suspending agent (agent ID) and the administered return destination. In addition, the messaging software continues to associate you (the suspending agent) with the original message.

• Checks for any message response that was received while you were processing the message. If a response was received, the messaging software informs you of the response and allows you to cancel the suspension of the message.

• When the suspension time has elapsed, the messaging software launches the message call. The launched message call may go directly to you or to some other agent. Where the launched message call is delivered depends on the VDN number specified by your administrator.

Illustration

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

Things to know about suspending messages

The following list provides information about how the messaging software handles suspended messages:

• You must save and close notes that you are composing before suspending the associated message.

• Specific events can relaunch a suspended message. Events that can activate a suspended message are as follows:

  • You manually retrieve the suspended message which cancels the suspension timer

  • The suspension timer expires and a message call related to the suspended message is launched

  • Someone sends an email linked to the suspended message (for example, a reply to a forwarded message)

Suspend a message call

To suspend a message, do the following:

1. Click on the Suspend button.

   Result:
   

   The Suspend Message Web page appears.

2. Select a reason for suspending the message by clicking on a suspension code in the Suspension Code drop-down list box. The first choice in the drop-down list box (Select One) is explanatory only and not a valid choice.

3. Select the amount of time you would like to suspend the message by clicking on a suspension time in the Suspension Time drop-down list box.

4. To add a note (optional), click on the Note option. The Message Care Note Web page appears. Compose your note, and then click on Save to preserve your note or click on Cancel to disregard your note.

5. Select the Suspend Confirm button to suspend the message.

   Result:
   

   The messaging software releases the message call and the Message Care Home Page (or the administered idle page) appears. You are now available to take new message calls.