Avaya NN44400-120 manual Action bar, User preferences

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Overview of the Offsite Agent desktop application

Only appropriate controls are displayed on work items. Voice-related controls are displayed only on a voice work item. IM related controls are displayed only on an IM work item.

Action bar

The Action bar contains global controls to create a new work item, to search contacts, and to open secondary windows. The Action bar stays at the bottom of the Agent Desktop window and remains at the bottom as the window expands.

Example of an Action bar layout

Use the Action bar at the bottom of the main interface to make new contacts. New voice, IM, or e-mail contacts are collectively called new work in the Work Item Paradigm.

Action bar commands

Icon

Name

Description

 

 

 

 

Customer Details

View customer details.

 

Contact Presence

Contact presence.

 

Initiate Contact

Start a new work item. When you originate

 

 

a voice call as an offsite agent, you use the

 

 

same dialling as you would if you were

 

 

onsite. In Permanent Connection mode this

 

 

function operates in the normal manner. In

 

 

On Demand mode you leave the telephone

 

 

on-hook when you use Originate, your

 

 

telephone rings, and Offsite Agent makes

 

 

the outbound call when you answer.

 

Call Supervisor

Call your supervisor.

 

DTMF

Generate DTMF tones.

 

Contact Search

Search for contacts.

 

Customer Search

Search for customers.

 

Schedule Callback

Schedule callback.

 

Agent Statistics

Display agent statistics scroll bar.

 

 

 

User preferences

Use the User Settings page, under the User Preferences menu, to select template locations, enable the spelling checker, define an e-mail signature, or change your password.

NN44400-120 Offsite Agent User Guide

26 November 2010 13

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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