Chapter 6 Performing Chat & Email Tasks
174 Avaya Agent User’s Guide
Searching the Web Self-Service Database
You can search the Web Self-Service database for any available topics or documents that match
your search criteria.
To search the Web Self-Service database:
1 From the Web Agent, click Tools > Search Web Self-Service.
Your browser opens to the Search FAQ page, asking you to select a tenant and language.
2 If the document you want to view is related to a specific tenant or language, make the
appropriate selection from the drop-down menu. If there is only one tenant or language in the
menu, leave that selection. Then click Search FAQ.
3 In the Query Builder page, enter a term in the Search field.
Note: The term you enter can be a phrase or a single keyword. You cannot use any
wildcards.
4 Click Go.
All documents containing the term you entered are displayed in the Search page.
Submitting Documents to Web Self-Service
You can submit a document for addition to the Web Self-Service database, which is then subject to
your administrator’s approval or rejection. You can create the document on the Submit a
Document page, paste an existing document into that page, or enter a URL that displays an HTML
document located in the Avaya IC Web site directory.
To submit a document for the Web Self-Service database:
1 In the Web Agent, click Tools > Submit FAQ.
2 Click Manage FAQ on the left side of the page.
The Manage FAQ page is displayed, asking for you to select a tenant. A tenant may be a
company, a location (such as New York or Boston), or a workgroup (such as Sales or Support).
3 If the document you want to submit is related to a specific tenant, make the appropriate
selection from the drop-down menu. If there is only one tenant in the menu, leave that
selection. Then click Manage FAQ.
4 If this document will be in a different language than the one used for currently displayed topics,
click Change Tenant and Language. Select the desired language from the page that is displayed
and click Manage FAQ.
5 Navigate to the topic to which you want to submit a document.
6 At the bottom of the Manage FAQ page, click Submit.
The Submit a Document page is displayed
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