Avaya NN44400-120 manual Top bar, Work list window

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Overview of the Offsite Agent desktop application

Top bar

The Top bar appears at the top of the Agent Desktop window. The Top bar provides the system status and main controls to operate Agent Desktop.

Example of Top bar layout

The agent status icon appears on the top left corner of the Agent Desktop Top bar. It shows the agent status, agent name, agent login ID, and agent dialable number.

The Top bar has the following icons:

Top bar icons

Icon	Name	Description

	Terminal action	Access Emergency, Observe and
		Intrinsics controls
	User preferences	Access user preferences
	Agent status	Select agent status
	Help	Access help information

Use the Terminal Action menu to perform the following tasks:

Terminal Action Menu

Command	Description

Observe	Used by supervisors or agent-supervisors to listen
	in on a contact–not supported on Offsite Agent
Emergency	Immediately connect with your supervisor in case of
	emergency.

Work list window

The work list window contains work items and control buttons corresponding to the work item. The controls and functions change depending on the information in the work list window. The top right corner of the work list window has work item controls. These controls are common to all work items on the work list. When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list.

The following figure shows the work list windows and controls.

NN44400-120 Offsite Agent User Guide

26 November 2010 11

Image 11

Contents User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop Offsite Agent log on dialog changes FeaturesNew configuration options for Permanent Connection mode New in this releaseWindows 7 support Other changesPrerequisites Overview of the Offsite Agent desktop applicationNavigation Identifying yourself as an offsite agent Accessing the Agent Desktop applicationOffsite Agent Agent Desktop concepts Offsite Agent Connection ModesLogging on to the contact center Entering your access credentialsUsing a Pstn telephone with Agent Desktop 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 Prerequisites Installing the Agent Desktop prerequisitesInstalling Agent Desktop Procedure stepsStarting Agent Desktop Creating a shortcut to the Agent DesktopLogging on to Agent Desktop Setting Agent Desktop to offsite modePrerequisites Procedure steps 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 Not Ready Accepting a call in Permanent ModeChanging your status to Ready Declining a call in Permanent Mode Ending a call Making a call in Permanent Connection modeHandling Telephony calls in On Demand mode Accepting a call Changing your status to Ready in On Demand modeChanging your status to Not Ready in On Demand mode Declining a call Making a call in On Demand mode Procedure steps Page Releasing a call on hold Common agent functions on Agent DesktopPlacing a call on hold Conference and Unhold buttons flash Using the conference feature to consult a colleagueConferencing in another agent Transferring a callCalling your supervisor Using the Emergency keyConferencing in a 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