Avaya NN44400-120 manual User Guide

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Avaya Aura™ Offsite Agent

User Guide

NN44400-120

Document status: Standard

Document issue: 02.02

Document date: 26 November 2010

Product release: Release 6.0

Job function: User

Type: Technical Document

Language type: English

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Contents User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop New configuration options for Permanent Connection mode FeaturesNew in this release Offsite Agent log on dialog changesWindows 7 support Other changesNavigation Overview of the Offsite Agent desktop applicationPrerequisites Offsite Agent Agent Desktop concepts Accessing the Agent Desktop applicationOffsite Agent Connection Modes Identifying yourself as an offsite agentUsing a Pstn telephone with Agent Desktop Entering your access credentialsLogging on to the contact center Work item paradigm Agent Desktop client applicationWork list window Top barWork item controls User preferences Action barOffsite Agent dialog Overview of the Offsite Agent desktop application Page Overview of Aaoa user tasks Offsite Agent user workflowNavigation Offsite Agent user workflow Page Preparing an offsite PC for Agent Desktop Agent Desktop offsite configuration steps22 NN44400-120 Offsite Agent User Guide November Installing Agent Desktop Installing the Agent Desktop prerequisitesProcedure steps PrerequisitesStarting Agent Desktop Creating a shortcut to the Agent DesktopPrerequisites Procedure steps Setting Agent Desktop to offsite modeLogging on to Agent Desktop End 26 NN44400-120 Offsite Agent User Guide November Variable definitions Logging off from and exiting the Agent DesktopPage Handling Telephony calls in Permanent Connection mode Changing your status to Ready Accepting a call in Permanent ModeChanging your status to Not Ready Declining a call in Permanent Mode Ending a call Making a call in Permanent Connection modeHandling Telephony calls in On Demand mode Changing your status to Not Ready in On Demand mode Changing your status to Ready in On Demand modeAccepting a call Declining a call Making a call in On Demand mode Procedure steps Page Placing a call on hold Common agent functions on Agent DesktopReleasing a call on hold Conference and Unhold buttons flash Using the conference feature to consult a colleagueConferencing in another agent Transferring a callConferencing in a supervisor Using the Emergency keyCalling your supervisor Common agent functions on Agent Desktop Page Prerequisites for Offsite Agent troubleshooting Troubleshooting Agent Desktop on Offsite AgentAm on a call but the Agent Desktop displays a new contact Cannot get a connection to the Agent Desktop serverEnd NN44400-120 Offsite Agent User Guide November 2010