Avaya NN44400-120 manual Setting Agent Desktop to offsite mode, Logging on to Agent Desktop

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Preparing an offsite PC for Agent Desktop

Procedure steps

Step Action

1Click Windows Start, All Programs, Avaya, Agent Desktop.

OR

Double-click the AAAD icon you created on your Windows Desktop.

--End--

Setting Agent Desktop to offsite mode

Start the Agent Desktop when you are ready to connect to the contact center.

The first time you start the Agent Desktop, the application prompts you to enter whether you are working offsite or onsite.

Prerequisites

Attention: The server on which the Agent Desktop server software resides depends on the specific Contact Center configuration. It is important to get the correct server name from your Contact Center administrator.

Procedure steps

Step Action

1Click Windows Start, All Programs, Avaya, Agent Desktop. The Choose Agent Desktop Mode dialog appears.

2Select Offsite.

3Click OK.

The Offsite Agent Logon dialog appears.

--End--

Logging on to Agent Desktop

Enter your Offsite Agent access details after you start the Agent Desktop. Depending on how the contact center administrator has set up Offsite Agent, these will include some or all of the following:

•Windows user name

•Windows password

NN44400-120 Offsite Agent User Guide

26 November 2010 25

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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