Avaya NN44400-120 manual

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Offsite Agent user workflow

20 NN44400-120 Offsite Agent User Guide

26 November 2010

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Contents User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop Features New configuration options for Permanent Connection modeNew in this release Offsite Agent log on dialog changesOther changes Windows 7 supportPrerequisites Overview of the Offsite Agent desktop applicationNavigation Accessing the Agent Desktop application Offsite Agent Agent Desktop conceptsOffsite Agent Connection Modes Identifying yourself as an offsite agentLogging on to the contact center Entering your access credentialsUsing a Pstn telephone with Agent Desktop Agent Desktop client application Work item paradigmTop bar Work list windowWork item controls Action bar User preferencesOffsite Agent dialog Overview of the Offsite Agent desktop application Page Offsite Agent user workflow Overview of Aaoa user tasksNavigation Offsite Agent user workflow Page Agent Desktop offsite configuration steps Preparing an offsite PC for Agent Desktop22 NN44400-120 Offsite Agent User Guide November Installing the Agent Desktop prerequisites Installing Agent DesktopProcedure steps PrerequisitesCreating a shortcut to the Agent Desktop Starting Agent DesktopLogging on to Agent Desktop Setting Agent Desktop to offsite modePrerequisites Procedure steps End 26 NN44400-120 Offsite Agent User Guide November Logging off from and exiting the Agent Desktop Variable definitionsPage 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 Making a call in Permanent Connection mode Ending a callHandling 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 Using the conference feature to consult a colleague Conference and Unhold buttons flashTransferring a call Conferencing in another agentCalling your supervisor Using the Emergency keyConferencing in a supervisor Common agent functions on Agent Desktop Page Troubleshooting Agent Desktop on Offsite Agent Prerequisites for Offsite Agent troubleshootingCannot get a connection to the Agent Desktop server Am on a call but the Agent Desktop displays a new contactEnd NN44400-120 Offsite Agent User Guide November 2010