Message processing cycle 

Overview

All messages go through a process cycle. As an agent, you are an integral part of the message processing cycle because you are responsible for the proper handling of each message.

A message processing cycle begins when the messaging software retrieves a message from the POP3 mail server and ends when the message is placed in the Closed state (see Message states for more information about message states). Your part in the message processing cycle begins when you answer a message call.

A message call is a call (associated with a message) that is launched to the DEFINITY ECS. A message call remains active in the DEFINITY ECS while you are processing the associated message, and ends when you close or suspend the associated message. It is important that you keep the message call active at your telephone; if you hang up the message call, the messaging software will launch the message call to the administered extension (Vector Directory Number [VDN]) for that mailbox, and that message call may not return to your telephone.

The messaging software provides specific functionality that you can use to process messages. This functionality is accessible through the messaging Web pages.

Phases of the message processing cycle

Important!

All processing of a message should take place through your Web browser and the messaging tools.

  1. Log in�to begin receiving message calls and the messages associated with those message calls, you must log in to the messaging software and the DEFINITY ECS.

  2. Answer the message call�the DEFINITY ECS notifies you of a message by sending a message call to your telephone. Accept the message call by answering it from your telephone. When you answer the message call, the messaging software displays the New Message Web page on your browser. The New Message Web page provides information about the message as well as all of the tools required to process the message.

  3. Determine how to process the message�once you have answered the message call and read the customer's message, you must determine how to process the message.

    Below are the options available to you for processing a message (depending on how you choose to process the message, more than one processing option may be needed):

    • Redirect the message to another message-enabled agent or skill group (transfer).

    • Create and send a reply to the customer.

    • Request help before replying to the customer.

    • Terminate the message call.

    • Stop the processing of the message for a specified amount of time.

    • View processing information about a message.

    • Look for other messages in the message database.

    • Annotate the message.

    • Display help information about the messaging Web page and processing options.

  4. Message release�when you have finished processing the message, the DEFINITY ECS releases the message call and you become available to receive another call. Based on the workload of your contact center and your agent skills, your next call may be another message call or an Internet session.

   


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