Avaya NN44400-120 manual Declining a call in Permanent Mode, Prerequisites Procedure steps

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Handling Telephony calls in Permanent Connection mode

If your contact center uses Accept Call for Offsite Agent, Agent Desktop displays a normal voice contact work item, allowing you to choose to accept or reject the call.

Prerequisites

Attention: Depending on the capacity of your broadband connection and latency in the PSTN network, it is possible that the Agent Desktop response to an incoming call might not synchronize with the telephone ringing. Therefore you might be able to talk to a customer before Agent Desktop updates with the call status and information.

Procedure steps

Step Action

1When you hear the Offsite Agent call alert on your phone, commence speaking with the customer.

OR

Click Accept on the voice contact work item and commence speaking with the customer.

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Declining a call in Permanent Mode

Decline a call if you want to reject the contact and place it back in the queue. The contact center then queues the contact to another agent and your status becomes Not Ready. You cannot receive new incoming contacts until you change your status to Ready.

Prerequisites

Attention: If your Administrator has configured Call Force, you can reject a call only prior to hearing the incoming call tone on your telephone. This will be possible only if your Agent Desktop client alerts you to the incoming call before you hear the tone.

Procedure steps

Step Action

1If the call appears on the Agent Desktop application, click Release on the call work item.

OR

Click Release on the voice contact work item window.

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NN44400-120 Offsite Agent User Guide

26 November 2010 31

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Contents User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop Offsite Agent log on dialog changes FeaturesNew configuration options for Permanent Connection mode New in this releaseWindows 7 support Other changesNavigation Overview of the Offsite Agent desktop applicationPrerequisites Identifying yourself as an offsite agent Accessing the Agent Desktop applicationOffsite Agent Agent Desktop concepts Offsite Agent Connection ModesUsing 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 Prerequisites Installing the Agent Desktop prerequisitesInstalling Agent Desktop Procedure stepsStarting 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