Avaya NN44400-120 manual Handling Telephony calls in Permanent Connection mode, Navigation

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Handling Telephony calls in Permanent Connection mode

Handling Telephony calls in Permanent Connection mode

This chapter describes tasks that are specific to handling incoming telephone calls from customers on an offsite Avaya Aura™ Agent Desktop in Permanent Connection mode. For tasks that are common to both Offsite Agent operating modes, see Common agent functions on Agent Desktop (page 39).

You can use the Agent Desktop to perform the following telephone tasks:

change your status to Ready or Not Ready

originate calls

end calls

In Permanent Mode the Offsite Agent server creates a nailed-up connection to your offsite telephone when you log on. You should not use the physical telephone for any functions. However, if you do accidentally hang up your physical telephone, Offsite Agent will immediately re-establish your connection by calling your phone. To resume working you merely answer the call. If you are on a customer call when this occurs, Offsite Agent connects you back into the customer call (if the customer has remained in the call).

You should use the Agent Desktop work list to invoke all agent functions, including End Call.

There are two configurations of Permanent Connection mode:

Forced Answer

Accept Call

If the Administrator configures Forced Answer, you do not need to take any action to answer calls. When the contact center routes a call to you, the Offsite Agent server bridges this onto your nailed-up connection. Offsite Agent plays a tone to alert you to the incoming call, and then immediately connects you with the customer. The Agent Desktop automatically updates the work list with the call status and details.

If the Administrator configures Accept Call, you are able to accept or reject a call using Agent Desktop. When the contact center routes a call to you, you to choose to accept or reject the call using a standard voice contact work item.

Navigation

Changing your status to Ready (page 30)

Changing your status to Not Ready (page 30)

Accepting a call in Permanent Mode (page 30)

NN44400-120 Offsite Agent User Guide

26 November 2010 29

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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