Avaya NN44400-120 manual Creating a shortcut to the Agent Desktop, Starting Agent Desktop

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Preparing an offsite PC for Agent Desktop

Procedure steps

Step Action

1In Windows Explorer or Internet Explorer, enter the HTTP address (URL) provided by your system administrator for Agent Desktop. The correct URL format is <Agent Desktop servername>/agentdesktop.

2Click Launch Agent Desktop.

3Click Install.

--End--

Creating a shortcut to the Agent Desktop

Create a shortcut to the Agent Desktop to quickly access the application without manually entering the URL.

Procedure steps

Step Action

1Right click on your Windows Desktop and select New>Shortcut.

2In the Type the location of the item field, paste or type the HTTP address (URL) provided by your system administrator for AAAD.

3Click Next.

4Enter a name for the shortcut in the Type a name for this shortcut field.

5Click Finish.

--End--

Starting Agent Desktop

The Agent Desktop install creates a listing in the Windows Programs menu for access to the Agent Desktop. You can optionally create your own desktop icon for Agent Desktop.

Prerequisites

•Ensure that the administrator has configured your Windows User ID in Communication Control Toolkit and that you have a valid User ID, Password, and Domain for use with Agent Desktop.

•Access your corporate network through your broadband connection.

24 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 supportOverview of the Offsite Agent desktop application NavigationPrerequisites Accessing the Agent Desktop application Offsite Agent Agent Desktop conceptsOffsite Agent Connection Modes Identifying yourself as an offsite agentEntering your access credentials Using a Pstn telephone with Agent DesktopLogging on to the contact center 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 DesktopSetting Agent Desktop to offsite mode Prerequisites Procedure stepsLogging on to Agent Desktop 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 Accepting a call in Permanent Mode Changing your status to ReadyChanging your status to Not Ready Declining a call in Permanent Mode Making a call in Permanent Connection mode Ending a callHandling Telephony calls in On Demand mode Changing your status to Ready in On Demand mode Changing your status to Not Ready in On Demand modeAccepting a call Declining a call Making a call in On Demand mode Procedure steps Page Common agent functions on Agent Desktop Placing a call on holdReleasing a call on hold Using the conference feature to consult a colleague Conference and Unhold buttons flashTransferring a call Conferencing in another agentUsing the Emergency key Conferencing in a supervisorCalling your 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