Managing Messages

Procedure

1. Sign in to the AICC as a tenant administrator and choose Message.
2. Manually search for messages based on criteria.
   Figure 1 Message list page
   

   Table 1 Parameters for searching for messages

   Parameter	Description
   Time	Value options: 1 Day 3 Days 7 Days Customization
   Contact number	Customer number.
   Organization Unit	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. Value options: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read permission and Unorganized are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available. You can click to clear the field. You can select Include Sub-Organizations to search for the message records of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected.
   Processor account	Business account.
   Process manual number	Agent ID in the tenant space.
   Channel Type	Value options: Voice: Message handling, playback, and download are supported. WEB: Message assignment, viewing, and handling are supported.
   Skill Queue	Skill queue whose voice messages are to be queried. Advanced search criterion.

3. Choose To be allocated to assign messages to agents for handling.
   1. Click Assign. The Assigning Messages dialog box is displayed.
   2. Search for all agents that have been bound to accounts in the tenant space or search for agents based on criteria. Click to select an agent.
   3. Click OK. The message is assigned to the selected agent.
   4. Choose To be processed. On the To be processed page, the process manual number and processor account are updated to the agent ID and business account of the selected agent, the update time is the current time, and the status changes from To be allocated to Unprocessed.

4. Play a message. You can perform the following operations:
   • : Play or pause a voice message.
   • : Fast forward or rewind the recording.
   • : Adjust the playback volume.
   • : Select a playback speed. The options are 0.5X, 0.75X, 1.0X, 1.25X, 1.5X, and 2.0X.

5. Download a message.
   

   The downloaded message contains personal data. Exercise caution when processing the exported message to prevent personal data leakage and abuse.

   The playback and download functions are available only for the current drive letter. For example, if the current drive letter is Y and the drive letter is switched from Y to Z, playback and download will fail. To play and download historical files properly, switch the drive letter from Z back to Y.

   The encoding format of downloaded recording files is G711.A-law. Use a proper player to play the recording files.

   1. Select the message to be downloaded and click Download.
   2. Enter a customized compression password.

      The compression password must contain letters, digits, and the following special characters: _@%

      The compression password can contain a maximum of 12 characters.

   3. Click OK.

6. Handle a received message as an agent.
   1. Choose To be processed.
   2. Click Process corresponding to a message. The Process Message dialog box is displayed. The message status changes from Unprocessed to Processing.

      An agent can click Reassign to assign a message to another agent.

   3. After confirming that the agent status is idle, click to initiate a call to the contact number to handle the message.
   4. Return to the Handling Comments text box, enter comments, and click Submit to complete the message handling. After the submission is successful, the message status changes from Processing to Processed.