Ipocc Textblock En

IP Office Contact Center Text Block Administration

Edition: 1.0 01/24/2014

COMPAS ID: 163728

© 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. For full support, please see the complete document, Avaya Support Notices for Hardware Documentation, document number 03–600759. For full support, please see the complete document, Avaya Support Notices for Software Documentation, document number 03–600758. To locate this document on our website, simply go to http:// www.avaya.com/support and search for the document number in the search box. Documentation disclaimer “Documentation” means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on its hardware and Software (“Product(s)”). Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website: http://support.avaya.com. Please note that if you acquired the Product(s) from an authorized Avaya reseller outside of the United States and Canada, the warranty is provided to you by said Avaya reseller and not by Avaya. “Software” means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products or pre-installed on hardware products, and any upgrades, updates, bug fixes, or modified versions. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING,

AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE (“AVAYA”). Avaya grants you a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users. License type(s) Heritage Nortel Software “Heritage Nortel Software” means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009. The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at http://support.avaya.com/LicenseInfo under the link “Heritage Nortel Products”. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or (in the event the applicable Documentation permits installation on non-Avaya equipment) for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, or hardware provided by Avaya. All content on this site, the documentation and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.

Virtualization Use any one of the following: (whichever applies to Avaya Password Reset Tool) Option 1: Each vAppliance will have its own ordering code. Note that each instance of a vAppliance must be separately ordered. If the end order customer or the Business Partner would like to install 2 instances of the same type of vAppliances, then 2 vAppliances of that type must be ordered. Option 2: Each product has its own ordering code. Note that each instance of a Product must be separately licensed and ordered. “Instance” means one unique copy of the Software. For example, if the end user customer or Business Partner would like to install 2 instances of the same type of Products, then 2 Products of that type must be ordered. Third Party Components “Third Party Components” mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements (“Third Party Components”), which contain terms regarding the rights to use certain portions of the Software (“Third Party Terms”). Information regarding distributed Linux OS source code (for those Products thathave distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya’s website at: http://support.avaya.com/Copyright. You agree to the Third Party Terms for any such Third Party Components. Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose. Preventing Toll Fraud “Toll Fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: http://support.avaya.com. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: [email protected]. Trademarks The trademarks, logos and service marks (“Marks”) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc.

All non-Avaya trademarks are the property of their respective owners, and “Linux” is a registered trademark of Linus Torvalds. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: http://support.avaya.com. Contact Avaya Support See the Avaya Support website: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support.

COMPAS

This document is also available in the COMPAS database. The

COMPAS ID for this document is 163728.

IP Office Contact Center Text Block Administration Contents • 3

Contents About this manual 5

Target audience ........................................................................................................... 5 Information provided .................................................................................................. 5 Information not provided ............................................................................................ 5

Text Block administration 5

Text Block administration overview .......................................................................................... 5 Functions ..................................................................................................................... 6 Prerequisite .................................................................................................................. 7 Limitations................................................................................................................... 7 Variables ...................................................................................................................... 7

Starting the module .................................................................................................................... 8 Prerequisites ................................................................................................................ 8 Opening in the user interface ....................................................................................... 8 Structure of the module ............................................................................................... 9 Illustration and areas.................................................................................................... 9 Menu bar ................................................................................................................... 11 Structure within the text blocks area ......................................................................... 11 Formatting options for text block and autoreply templates ....................................... 12 Tool bar functions in the text block area and for compose text ................................. 14

Operation 15

Editing categories .................................................................................................................... 15 Context menus within the text blocks area ................................................................ 15 Active categories and drafts ...................................................................................... 17 Adding a category ..................................................................................................... 18 Moving a category ..................................................................................................... 18 Renaming categories ................................................................................................. 19 Deleting a category .................................................................................................... 19

Editing text blocks ................................................................................................................... 20 Restrictions ................................................................................................................ 20 Creating text blocks ................................................................................................... 20 Opening a text block .................................................................................................. 20 Renaming a text block ............................................................................................... 20 Selecting a language .................................................................................................. 21 Assigning topics ........................................................................................................ 22 Formatting text .......................................................................................................... 23 Saving text blocks ..................................................................................................... 23 Moving text blocks .................................................................................................... 24 Restoring text blocks ................................................................................................. 24 Deleting a text block .................................................................................................. 24

Using variables ........................................................................................................................ 25 Variable format .......................................................................................................... 25 Available variables .................................................................................................... 25 Inserting variables ..................................................................................................... 26 Viewing all variables ................................................................................................. 27 Creating a new variable ............................................................................................. 27

Using the spell check function ................................................................................................. 28 Supported languages for the spell check ................................................................... 28

4 • Contents IP Office Contact Center Text Block Administration

Performing a spell check ........................................................................................... 29 Functions and settings for the spell check ................................................................. 29

Creating an autoreply template ................................................................................................ 31 Settings ...................................................................................................................... 31 Buttons ...................................................................................................................... 31 Pop-up menu commands in an autoreply template .................................................... 32 Creating a new autoreply template ............................................................................ 32 Creating and editing compose text ............................................................................ 33 Using a text block ...................................................................................................... 33 Changing an autoreply template ................................................................................ 34 Deleting an autoreply template .................................................................................. 35

Assigning an autoreply template to a topic .............................................................................. 36 Settings, options, and buttons .................................................................................... 36 Assigning an autoreply template ............................................................................... 37

Tips and tricks.......................................................................................................................... 38 How do I obtain information? ................................................................................... 38 Autodefining variables .............................................................................................. 38 What are privileges? .................................................................................................. 39

Glossary 41

Index 45

IP Office Contact Center Text Block Administration About this manual • 5

About this manual

Target audience These instructions are intended for people wanting to work with the Text Block Administration module. It makes no difference whether you are using this document in printed or online form.

Information provided This guide contains information for operating the Text Block Administration module.

Information not provided This document does not provide information on the installation, configuration and administration of a IP Office Contact Center system. This document does not provide information on the installation and commissioning of the Text Block Administration module.

Text Block administration

Text Block administration overview In the UMR WebClient module, agents can use existing text blocks. The Text Block Administration module is used to create and update these text blocks.

For the topics, you can create automatic replies (autoreply) and assign them to the topics.

The Text Block Administration module is a Web user interface.

6 • Text Block administration IP Office Contact Center Text Block Administration

Functions You can use the following functions with the Text Block Administration module:

• Create, change and delete text blocks

• Create text blocks in foreign languages

• Rename text blocks

• Arrange text blocks by category

• Format text blocks

• Assign text blocks to topics

• Create, change and delete autoreply templates

• Assigning an autoreply template to a topic

• Use variables in text blocks and autoreply templates

IP Office Contact Center Text Block Administration Text Block administration • 7

Prerequisite A screen resolution of 1024 x 768 pixels is required for the Text Block Administration module.

Limitations The Text Block Administration module has the following limitations:

• You cannot use drag-and-drop operations.

• You cannot integrate graphics in text blocks or autoreply templates.

• You cannot add attachments to text blocks or autoreply templates.

Variables Text blocks and autoreply templates can contain variables. A variable is normally substituted by your system automatically. If required, you can use a variable in order for the agent to add further information in the message.


Starting the module You must log on before you can use the Text Block Administration module.

When you start the module for the first time, a notice appears describing how to create categories and text blocks.

Prerequisites You or your system administrator must configure an appropriate user in the configuration module.

• You must be using Internet Explorer 6.0 or higher.

• You must turn off your pop-up blocker.

• You are configured as a user in the configuration module with a user name and password.

• You need to have the text block administration privilege.

Opening in the user interface 1. In the user interface, click Administration on the taskbar.

2. In the task bar, click (text blocks/autoreply).

3. The Text Block Administration module appears in the user interface.


Structure of the module Just like other Windows applications, the Text Block Administration module has menus, commands, and a tool bar.

Illustration and areas The Text Block Administration module is divided into four areas.

Illustration

The following is a schematic illustration of the application with its four areas.


Areas

The illustration above shows the following screen areas.

No. Area Explanation

Menu bar The menu bar shows the File and ? menus.

Tool bar The tool bar shows the following icons:

Text blocks

Templates

Topics/autoreply

Logout (not in User Interface)

Overview Depending on the function selected, the Overview area shows the text blocks, the templates, or the topics.

Text blocks

Under Text blocks, the text blocks are displayed in a tree structure. These text blocks are subdivided into active text blocks and drafts.

Templates

The names of the autoreply templates that have been created are shown under Autoreply templates.

Topics/autoreply

The names of the configured topics are displayed under Topics/autoreply.

Details Depending on the function selected, a text block, a template, or the settings for a topic are shown in the Details area.

4

3

2

1


Menu bar You can use the following commands in the menu bar: The menu bar of the Text Block Administration module does not appear in the user interface.

Menu Command Explanation File Log out Closes the Text Block Administration

module.

? Help Shows the Online help.

? About Shows the version of the Text Block Administration module.

Structure within the text blocks area The text blocks area shows the active text blocks and the drafts. The following icons are used. The text blocks are displayed in a tree structure. You can subdivide the text blocks into categories and arrange them according to your needs.

Icon/ Text

Explanation

Active This category contains the active text blocks. You can create any number of subcategories.

Active text blocks can be used by the agents (UMR WebClient).

Drafts This category contains the inactive text blocks. You cannot create subcategories.

The drafts cannot be used by the agents (UMR WebClient).

Opens the corresponding category.

Closes the corresponding category.

Displays a category. A category has a unique name.

Displays a text block. A text block has a unique name.


Formatting options for text block and autoreply templates You can use the following formatting functions for text blocks and autoreply templates.

Styles

You can format a text using the following styles.

Style Explanation Paragraph Formats text in the form of a paragraph.

Heading 1 Formats text as Heading 1.






Address Formats text in the form of an address.

Formatted Formats text as a normal paragraph.

Fonts

You can format text using the following fonts .

Font Example Arial Example text

Courier New Example text

Times New Roman Example text

Verdana Example text


Font sizes

You can format text using the following font sizes.

Style Example

Extra small Example text

Small Example text

Normal Example text

Large Example text

Larger Example text X-Large Example text

XX-Large Example text

Formatting

The following functions provide you with more options for formatting a text block and an autoreply template. You can find the icons on the text block tool bar and on the compose text tool bar of an autoreply template. The following table lists only the icons that are used to format text.

You will find the other icons in the following topic: Tool bar functions in the Text block area and for compose text

Icon Explanation

Bold Formats selected text in boldface.

Italics

Formats selected text in italics.

Underline

Underlines selected text.

Align left

Left-justifies selected text.

Center

Centers selected text.

Align right

Right-justifies selected text.

Justify

Center-justifies selected text.

Horizontal line

Adds a horizontal line.


Icon Explanation

Numbering

Numbers the selected sections.

Bullets

Formats the selected text using bullets.

Decrease indent

Decreases the left indent.

Increase indent

Increases the left indent.

Font color

Changes the font color.

Highlight

Highlights the text in the selected color.

Tool bar functions in the text block area and for compose text The tool bars for a text block and for compose text feature the following functions for editing a text block and an autoreply template:

Icon Explanation

Cut

Moves selected text into the clipboard.

Copy

Copies selected text into the clipboard.

Paste

Pastes a text from the clipboard. Please note that you cannot paste graphics.

Undo

Cancels the last change introduced in the text.

Redo

Restores the change you have canceled using the Undo function.

Spelling

Checks the text for correct spelling.

IP Office Contact Center Text Block Administration Operation • 15

Operation

Editing categories You can use categories to organize the text blocks. You can create any number of categories and subcategories.

You cannot change the Active or Drafts categories.

Context menus within the text blocks area You can use many functions via a pop-up menu.

Whether you can use a function depends on the element from which you open the pop-up menu and on the text block currently being edited.

Note

Text blocks are always in alphabetical order. You cannot specify the order of the text blocks.

Displaying the pop-up menu of the Active category

1. Right-click the Active category to display the pop-up menu.

Commands of the pop-up menu of the Active category

You can use the following commands: Command Explanation Add Subcategory Adds a subcategory. You must assign a

name to this subcategory.

Create New Text Block Creates a new text block.

Assign Current Text Block Assigns the current text block to the category.

16 • Operation IP Office Contact Center Text Block Administration

Displaying the pop-up menu of a category

1. Right-click a category to display the pop-up menu.

Commands of the pop-up menu of a category

You can use the following commands:

Command Explanation Create New Text Block Creates a new text block.

Assign Current Text Block Assigns the current text block to the category.

Rename Category You can rename a category.

Delete Category Deletes a category.

Add Subcategory Adds a subcategory. You must assign a name to this subcategory.

Add Category Adds a category. You must assign a name to this category.

Down Moves the category downward in the order.

Up Moves the category upward.

One level up Moves the category to the next higher level.

One level down Moves the category to the next lower level.

Displaying the pop-up menu of the text blocks in the Active category

1. Right-click a text block of the Active category to display the pop-up menu.

Commands of the pop-up menu of the text blocks in the Active category

You can use the following commands:

Command Explanation Remove from Category Removes the text block from the

category.

Rename Text Block Displays the text block. You can rename the text block.

Delete Text Block Deletes a text block.


Displaying the pop-up menu of the Drafts category

1. Right-click the Drafts category to display the pop-up menu.

Commands of the Drafts category pop-up menu

You can use the following commands: Command Explanation

Create New Text Block Creates a new text block.

Displaying the pop-up menu of the text blocks in the Drafts category

1. Right-click a text block of the Drafts category to display the pop-up menu.

Commands of the pop-up menu of the text blocks in the Drafts category


Rename Text Block Displays the text block. You can rename the text block.

Delete Text Block Deletes a text block.

Active categories and drafts Active categories

The Active category contains the active text blocks. You can create any number of subcategories.

Active text blocks can be used by the agents (UMR WebClient module).

Drafts

The Drafts category contains the inactive text blocks. You cannot create subcategories.

The drafts cannot be used by the agents (UMR WebClient module).


Adding a category Categories are used to organize the text blocks. You can order the text blocks by topic, for example.

Example:

Welcome

Notes

Good-bye

Adding a category

1. Right-click a category in the text blocks area. A pop-up menu opens.

2. Select Add Category.

3. You must assign a name to this category.

Adding a subcategory

1. Right-click a category. A pop-up menu opens.

2. Select Add Subcategory.

3. You must assign a name to this subcategory.

Moving a category You can set the order of the categories according to your needs.

1. Right-click the category. A pop-up menu opens.

2. Select Move Up to move the category upward.

3. Select Move Down to move the category downward.

4. Select One Level Up to move the subcategory as a category.

5. Select One Level Down to move the category as a subcategory.


Renaming categories Each category has a unique name.


2. Select Rename Category.

3. Name the category.

Deleting a category You cannot delete the Active or Drafts categories.

Deleting a category or subcategory does not delete its associated text blocks. The text blocks of the categories to be deleted are moved to the Drafts category. You can then delete the text blocks.


2. Select Delete Category. The category is deleted. You will find the text blocks in the Drafts category.


Editing text blocks You can create a text block with a format according to your needs.

If you are working with the Text Block Administration application for the first time, there are no text blocks. You must create the text blocks.

Restrictions Note the following restrictions.

• You can only add text from the clipboard . You cannot add graphics.

• Since the Text Block Administration module uses Internet Explorer, the Drag and Drop function cannot be used.

• You cannot add attachments to a text block.

Creating text blocks Create a new text blocks in the Drafts category. You can then save the text block, but the agents cannot yet use the text block.

1. Right-click Drafts. A pop-up menu opens.

2. Select Create New Text Block. A new text block is displayed.

3. Assign a name to the text block.

4. Select a language.

5. Create the contents as needed.

6. Click Save as Draft to save the text block.

Opening a text block

1. Click a text block in the text blocks area. The text block is displayed. You can edit the text block.

Renaming a text block

1. Click Rename.

2. Change the name of the text block

3. Click Save to save the text block.


Selecting a language You can choose among the following languages. When you select a language, a tab is created. The tab is identified with the language abbreviation.

Language selection

The following languages are available in the language selection. Please note that you must create the text block in the selected language. There will be no automatic translation.

• German (de) [default]

• Danish (da)

• English – United States (en-us) [default]

• English – United Kingdom (en-uk)

• English – Canada (en-ca)

• Finnish (fi)

• French (fr)

• Italian (it)

• Dutch (nl)

• Norwegian (no)

• Polish (pl)

• Portuguese – Brazil (pt-br)

• Portuguese – Portugal (pt)

• Russian (ru)

• Swedish (sv)

• Spanish (es)

• Czech (cs)

• Hungarian (hu)

Selecting a language

1. Click Language Selection.

2. Select a language. A corresponding tab will be created.

3. A check mark identifies all the languages for which a text has been created.


Pop-up menu for languages

You can arrange the tabs for the languages as required and hide the tab of a specific language. These functions are implemented via a pop-up menu.

1. Right-click a language tab to display the pop-up menu.

Commands of the pop-up menu for the tabs


Disable Language Hides the language tab.

Move left Moves the tab to the left.

Move right Moves the tab to the right.

Disabling a language

1. Right-click the tab. A pop-up menu opens.

2. Select Disable Language. The tab is no longer displayed.

Assigning topics In a text block, two lists show the assigned and the unassigned topics. When you assign a text block to a topic, this text block will be suggested to an agent when he edits a message that belongs to this topic.

1. Use (assign topic) to add a topic.

2. Use (remove topic) to remove a topic from the assignment.


Formatting text Use the appropriate icons to format the text of a text block. You must select the character, word, sentence or section.

1. Write your text as required.

2. Select the section to be formatted.

3. Click the appropriate icon. The text is formatted.

4. Click Save to save the text block.

Related topics

For further information please refer to the following topics:

• Tool bar functions in the Text block area and for compose text

• Using the spell check function

• Using variables

Available text colors and background colors

You can use the following text and background colors. These will be available

on clicking and .

Saving text blocks Once you have created a text block as required, you must save it.

When you save the text block in a category, it is active for the agents immediately. Only text blocks in the Drafts category are not active.

1. Click Save. The text block is saved.


Moving text blocks You cannot change the order of the text blocks. Text blocks are arranged in alphabetical order.

Restoring text blocks If you have changed a text block and wish to discard the changes, you can restore it.

1. Click Restore.

2. Click OK to restore the text block. Your changes will be discarded and the text block will be displayed as saved.

Deleting a text block If you delete a text block, you can no longer use it in the system. The text block is deleted irretrievably.

1. Select the text block.

2. Click Delete.

3. Click OK to delete the text block.


Using variables There are various predefined variables. You can choose the variables from a list.

A variable is identified by $variables$.

The predefined variables are automatically replaced by the system. When an agent uses an email with a text block that contains predefined variables, the associated fields will automatically be inserted into the email. These fields will also be inserted automatically for autoreply templates.

You must select a variable format for a variable to ensure that the regional settings for numbers, date, and time will be used.

Variable format You can select a variable format in the templates. In a text block, the format is determined by the selected language.

The variable format specifies the regional settings for numbers, currencies, time, and date. You can select a language (regional setting) for the variable.

Available variables The following tables show the variables that are predefined in the system.

C3000 and IP Office Contact Center system

The information for the following variables comes from the C3000 user data and is partly synchronized with the IP Office Contact Center system by means of the UMRConfigGuard process.

Variable Explanation

AGENTNAME Shows the agent’s last name.

AGENTGIVENNAME Shows the agent’s first name.

AGENTTELNO Shows the agent’s telephone number.

AGENTMOBILENO Shows the agent’s cell phone number.

AGENTFAXNO Shows the agent’s fax number.

AGENTMAIL Shows the agent's email address.

AGENTSTREET Shows the agent’s street.

AGENTZIPCODE Shows the agent's zip code .

AGENTCITY Shows the agent’s city.

AGENTFUNCTION Shows the agent’s function (assignment).


Date

The following variable will be updated dynamically.


CURRENTDATE Shows the current date . Note the variable format.

Data from the current document

The following variables are taken from the properties of the current document.


RECEIVEDATE Shows the date the document was received. Note the variable format.

SUBJECT Shows the information in the Subject field.

SENDERMAIL Shows the email address of the sender.

SENDERNAME Shows the name of the sender if it is part of the sender information.

TICKETID Shows the ticket-ID. This task tag is set in the system.

Inserting variables Variables can be inserted at any position of the text. You can use any number of variables.

Note

The variables in the text are not write-protected. You can change a variable by accident. When you format a variable please make sure that you format the entire variable (including the dollar symbol).

Inserting a variable

1. Click Variable to insert a variable.

2. Select a variable. The variable will be inserted.


Viewing all variables You can view the variables used in a text block.

Note that you can only use this function in text blocks. This function is not available in autoreply templates.

Presentation in red

If a variable appears in red on the display it is not a predefined variable. If appropriate, check the spelling.

Example: Time

Viewing variables

1. Click . The list of variables is updated. Variables that are not predefined are presented in red.

Creating a new variable You can also create your own variables. You can use your own variables if the agent must enter a certain text.

You can create any number of variables and use them in a text block. However, these variables must be inserted correctly by the agent.

Restriction

A variable that you define is used in the corresponding text block. You cannot define variables for the entire system.

Creating a variable

1. In the text, you define your variable with $Variable$. You must enter a $ symbol before and after the variable name. Variables must not include any spaces.

2. When you view the list of variables ( ), this variable will be displayed in red.

Procedure for agents

If you use an undefined variable in a text block, the procedure for the agent is as follows:

1. The agent creates an email using the text block.

2. The agent inserts a text block using the Insert command. The Replace unknown placeholder dialog appears. A field with the variable name is displayed.

3. The agent can enter the information. The variable is replaced by the information entered by the agent.


Using the spell check function When you have written a text block or an autoreply template (compose text), you can check it for spelling errors.

You can select a language. Entries not included in the dictionary are highlighted. A replacement is suggested. You can ignore individual suggestions or all suggestions. You can change individual entries or all entries.

Entries that are not found in the dictionary are underlined in red. The red underline appears as follows:

Supported languages for the spell check The spell check supports the following languages. Dictionaries are available for these languages:

• Danish

• German

• English – USA

• Finnish

• French

• Italian

• Dutch

• Norwegian

• Portuguese

• Portuguese - Brazil

• Swedish

• Spanish


Performing a spell check

1. Click (spell check). The Spell Check dialog opens.

2. The message text is displayed. The first entry not found in the dictionary is underlined in red . You cannot change the text while the entire text is displayed.

3. To make changes to the text, either select a word suggestion from the list box or enter a new word in the Change To box.

4. Click Change to apply the change.

5. If you do not want to change the text, click Ignore.

6. The next entry not found in the dictionary is highlighted.

7. When you have finished making changes, click Apply. The message text will be changed accordingly.

Functions and settings for the spell check Settings

The following settings are used for the spell check.

Setting Explanation Language You can select a language for the dictionary to be used.

Not in dictionary Shows a word that is not in the dictionary.

Change to Shows the modified text. You can edit this text as you wish.

List box Displays suggestions from the dictionary.


Functions (buttons)

The following settings can be performed during the spell check.

Function Explanation Ignore The word is ignored.

Ignore All All instances of this word are ignored.

Change The word is changed as specified in the Change To field.

Change All Changes all instances of this word.

Apply Applies the changes in the message.

Add Word Adds a word.

Close Ends the spell check. You are asked whether you want to discard the changes.


Creating an autoreply template You can create an autoreply template from compose text and text blocks. You can also use variables.

There is no limit to the number of compose texts and text blocks used in an autoreply template. A preview shows the autoreply template.

You create compose text in the same way as normal text. You can format compose text however you wish. You can use variables in compose text, in the same way as in a text block.

Settings You can use the following settings and configurations for an autoreply template:

Function Explanation Name Shows the name of the autoreply template. You can

use up to 255 characters for the name.

Subject Shows the subject of the autoreply template. The default setting is Re: with the $SUBJECT$ variable.

You can use up to 255 characters. Take into account any variables used.

Variable You can select a variable.

Variable format Specifies the format (regional settings, for example, for the date).

Attach original message You can select whether to include the original text in the automatic reply.

Buttons When editing an autoreply template, use the following buttons.

Button Explanation Rename You can rename the autoreply template.

Compose text Creates new compose text. You can enter the compose text. You can specify the text order.

Insert Inserts the selected text block in the autoreply template.

Save Saves the autoreply template as the specified name

Restore Restores the original settings. You are prompted.

Delete Deletes an autoreply template. A security prompt appears.

Save + preview Saves the autoreply template and shows a preview.

(Up) Moves the text block or compose text up.


Button Explanation (Down) Moves the text block or compose text down.

(Delete) Deletes the text block or compose text from the autoreply template.

(Edit) You can edit the compose text. You cannot edit a text block in the autoreply template view.

(OK) Confirms your changes.

Pop-up menu commands in an autoreply template You can use the following commands: Command Explanation

Rename Template Shows the autoreply template. You can rename the autoreply template.

Delete Template Deletes the selected autoreply template.

Creating a new autoreply template

1. Click Templates.

2. Click New Template.

3. Enter a name. You can use up to 255 characters.

4. Create compose text and use text blocks. A preview shows the autoreply template.

5. Click Save to save the autoreply template.


Creating and editing compose text You can create new compose text or modify existing compose text.

Creating new compose text

1. Click Compose text. You can edit the compose text as usual.

2. To save your changes, click (OK).

Changing compose text

1. Open the autoreply template. All compose text and text blocks are displayed.

2. Click (Edit) to the right of the compose text. You can edit the compose text as usual.

3. To save your changes, click (OK).

Tip

To display several compose texts and text blocks in a clear layout, you can use a compose text or text block with an empty row, for example.

Related topics

For further information please refer to the following topics:

• Tool bar functions in the Text block area and for compose text

• Using the spell check function

• Using variables

Using a text block You can also use text blocks in an autoreply template. You cannot modify the text of a text block in the autoreply template. You can use as many text blocks as you wish in an autoreply template. You can customize the text block order.

1. You are editing an autoreply template. Select a language for the text block. The relevant text blocks are displayed.

2. Select the text block you wish to insert. Click Insert. The text block is inserted.

3. You can change the order using the (up) and (down) arrows.

4. Click Save to save the autoreply template.


Changing an autoreply template In an autoreply template, you can change the order as you wish and add or delete text blocks and compose text.

Changing the order

1. Use the (up) arrow to the right of the text block or compose text to move the text block or compose text up in the order.

2. Use the (down) arrow to the right of the text block or compose text to move the text block or compose text down in the order.

Deleting a text block

1. Click (delete) to the right of the text block. You are prompted.

2. Confirm with OK. The text block is deleted.

3. Click Save to save your changes.

Deleting compose text

Note that the compose text is deleted permanently when you save the autoreply template.

1. Click (delete) to the right of the compose text. You are prompted.

2. Confirm with OK. The compose text is deleted.

3. Click Save to save your changes.


Deleting an autoreply template Note that this permanently deletes all relevant compose texts and the autoreply template. You cannot restore the autoreply template.

1. The autoreply template to be deleted is open. Click Delete.

2. Click OK to permanently delete the autoreply template. The autoreply template is deleted and removed from the list of autoreply templates.

or

1. Right-click the autoreply template. A pop-up menu opens.

2. Select Delete Template.

3. Click OK to permanently delete the autoreply template. The autoreply template is deleted and removed from the list of autoreply templates.


Assigning an autoreply template to a topic Once you have created an autoreply template, you can assign it to a topic.

You can specify when the reply is sent and which reply email address is indicated.

Settings, options, and buttons Settings and options

You can specify the following settings and options for an automatic reply (autoreply) for a topic.

Setting/option Explanation Autoreply template You can select an autoreply template.

Incoming mail arrives at topic The autoreply is sent to the recipient when a message arrives at the topic.

Incoming mail arrives at agent The autoreply is sent to the recipient when a message is distributed to an agent.

Reply-to address: -

Topic address The email address of the topic is used as the email address of the sender.

Agent address The email address of the agent is used as the email address of the sender.

No reply-to The recipient of this autoreply does not receive a valid reply address.

User-defined You can enter another email address. The address you enter is used as the sender address.


Buttons

You can use the following functions:

Button Explanation

(Preview) Shows a preview of the autoreply.

Save Saves the current settings.

Restore Restores the original settings. You are prompted.

Assigning an autoreply template

1. In the icon bar, click Topics/autoreply. The topics are displayed in the overview.

2. Click the relevant topic.

3. Under Autoreply template, select an autoreply template.

4. To display a preview, click (preview).

5. Select options.

6. Click Save to save your settings. You have assigned a specific autoreply template to the topic.


Tips and tricks

How do I obtain information? You can learn how to operate the module from the Online help.

Displaying Online help

Proceed as follows to display the Online help for the module:

1. Select Help from the ? menu. The Online help opens. You can use the contents or the index.

Displaying the version

Proceed as follows to display the version of the Text Block Administration module:

1. Select About from the ? menu. The About dialog opens. The version number is displayed.

2. Click OK to close the dialog.

Autodefining variables You define your own variables. This can be useful in some cases.

Please refer to the following topic for instructions: Creating a new variable.


What are privileges? Privileges are used to control which modules of the IP Office Contact Center system an agent can use and which actions the agent can execute within the modules.

Privileges for UMR

The following privileges can be assigned to the users of a IP Office Contact Center system with UMR. Note that these privileges determine whether or not you can use individual functions.

You need to have the text block administrator privilege if you want to use the Text Block Administration module. If you want to test your text blocks using the UMR WebClient module, you need additional privileges.

Privilege Meaning UMR administrator If you possess this privilege, you can use

the following functions: Email configuration Address book administration The relevant icons will appear under Administration in the task bar.

Text block administration If you possess this privilege, you can use the Text Block Administration module. For details of how to perform this role, see the relevant topics in the online help or the manual.

UMR supervisor If you possess this privilege you can work as a supervisor. As a supervisor you can use the following functions. In the Overview folder - Delete document - Delegate document to agents - Delegate document to topics In the Deleted folder - Delegate document to topic

Use text blocks If you possess this privilege, you can use text blocks in documents. The text blocks are set up using the Text Block Administration module.

Place emails on hold If you possess this privilege you can put documents on hold. These documents will then be found in the Held folder.

Print emails If you possess this privilege you can print documents.

View agent queue With this privilege, an agent can view the queue of emails pending for his or her authorized topics. The agent can select emails from this queue.

Delete emails With this privilege, agents can delete active emails. Once deleted, these emails cannot be retrieved.

Automatic login With this privilege, you are automatically logged into the agent group configured for you.


Privilege Meaning View extended archive With this privilege, agents can display

mailboxes of deleted agents or topics in the Archive folder.

Reply as agent With this privilege, an agent can choose whether to reply as a topic or an agent. The corresponding email address is then used as the sender.

Who configures privileges?

Normally your system administrator will set up your privileges. Privileges are configured with the configuration module.

IP Office Contact Center Text Block Administration Glossary • 41

Glossary

CSV CSV is a data format. Data columns are separated by commas. All data lines end with a carriage return. If a cell contains a comma, the cell contents are enclosed in quotation marks.

DNS DNS (Domain Name System) is a standard name service for Internet and TCP/IP. Using the DNS service, client computers can register and resolve DNS domain names in the network. These names are used for searching and accessing resources, for example, on the Internet.

Domain A group of computers that are part of a network and use a common directory database. A domain is organized in levels and is managed as a single unit using shared rules and procedures. Each domain has a unique name. On the Internet, domains are defined by means of an IP address. All devices that share the use of part of the IP address are in the same domain. In the case of an Internet address, the domain is generally the word or the number describing the type of owner of the address, e.g., .com or .org.

HTTP HTTP stands for HyperText Transfer Protocol. HTTP is a general object-oriented protocol with no statuses used for data transmission in the World Wide Web (WWW).

HTTPS HTTPS stands for Hypertext Transfer Protocol Secure and is a network protocol that enables a secure HTTP connection between computers. The data are encoded via SSL to make them tap-proof.

IP IP means Internet Protocol. It is used to address and fragment data and transmit this data to the recipient.

42 • Glossary IP Office Contact Center Text Block Administration

IP address A 32-bit address that identifies a node in an IP network. Each node in an IP network must have a unique IP address consisting of a network identifier and a host identifier. This address is normally expressed in a dotted decimal point format, with the decimal value of each octet separated by a dot, for example 192.168.7.27.

LAN LAN stands for Local Area Network. You would describe a LAN as being a group of computers, which are interconnected in a network.

LNA server The LNA server records changes in the database and informs the relevant processes of these changes.

ODBC ODBC stands for Open DataBase Connectivity. ODBC database driver, i.e., it provides a programming interface (API) which allows programmers to develop their applications independently of the database server (of the database). The technology makes it possible to integrate data from any applications into a database system. This interface was originally developed for Microsoft Access, but in the mean time has also been adopted by other software manufacturers. ODBC has since been established as the standard in many fields. Modern programming environments (e.g. Borland Builder) use ODBC to enable uncomplicated access to a wide range of different database management systems (using ready-made data-sensitive control elements). Access never takes place directly to a table or to a database but always via the appropriate ODBC component. Using ODBC it is possible to access any local or remote data source. Classes that define methods for handling the data resources from different database systems are available for object-oriented programming languages (e.g. C++). The programmer no longer needs to worry about any database-specific details.

PDF PDF stands for Portable Document Format.

Mailboxes Mailboxes for topics/agents are provided by C3000. The mailboxes are displayed in the UMR WebClient as mailbox folders (these are tabs).

SMTP SMTP stands for Simple Mail Transfer Protocol and is a fourth-layer (application layer) protocol of the OSI layer model. It is used to send email to the SMTP server of an Internet Service Provider and from there via the Internet to the recipient's mailbox. In this way, other SMTP servers can be used as intermediate stations.

UMR UMR stands for Unified Messaging Routing.

IP Office Contact Center Text Block Administration Glossary • 43

UMR WebClient An agent can use the UMR WebClient to log into or out of the UMR system and to read and process documents (email/fax/SMS). The supervisor can also view agent mailbox folders and delegate/delete documents.

IP Office Contact Center Text Block Administration Index • 45

Index

A

Active 11 Add Subcategory 15, 16 Address 12 AGENTCITY 25 AGENTFAXNO 25 AGENTFUNCTION 25 AGENTGIVENNAME 25 AGENTMAIL 25 AGENTMOBILENO 25 AGENTNAME 25 AGENTSTREET 25 AGENTTELNO 25 AGENTZIPCODE 25 Align left 13 Align right 13

B

Background colors 23 Bold 13

C

Category 11, 16, 17 Center 13 Clipboard 20 Copy 14 CURRENTDATE 26 Cut 14

D

Date 26 Directory database 41 Drafts 11 Drag and Drop 20

F

Font color 14 Font sizes 13 Fonts 12 Formatted 12 Formatting 13

Functions 6

H

Heading 12 Highlight 14 Horizontal line 13

I Icons 13 Indent 14 IP address 41 Italics 13

J

Justify 13

L

Limitations 7 Local Area Network 42

N

Numbering 13

P

Paragraph 12 Paste 14 Pop-up menu 15 Prerequisites 8 Privileges 39

R

RECEIVEDATE 26 Redo 14

S

SENDERMAIL 26 SENDERNAME 26 Spelling 14 SUBJECT 26

T

Text colors 23 TICKETID 26 tool bar 14

U

UMR WebClient 5 Underline 13 Undo 14

46 • Index IP Office Contact Center Text Block Administration

V

Variable 38 Variables 7, 25

Z

Zip code 25

Documents

Ipocc Textblock En