Avaya NN44400-120 manual Offsite Agent user workflow, Overview of Aaoa user tasks

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Offsite Agent user workflow

This chapter outlines the workflow for using the Offsite Agent packaged application as an offsite agent.

Overview of AAOA user tasks

This workflow shows the high-level tasks that an offsite agent using Offsite Agent will carry out. To link to any task go to Navigation (page 18)

NN44400-120 Offsite Agent User Guide

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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 changesPrerequisites Overview of the Offsite Agent desktop applicationNavigation Offsite Agent Agent Desktop concepts Accessing the Agent Desktop applicationOffsite Agent Connection Modes Identifying yourself as an offsite agentLogging 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 Installing Agent Desktop Installing the Agent Desktop prerequisitesProcedure steps PrerequisitesStarting 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