Avaya NN44400-120 manual Handling Telephony calls in On Demand mode, Navigation

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Handling Telephony calls in On Demand mode

Handling Telephony calls in On Demand mode

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

When using Offsite Agent in On Demand mode the following telephone tasks have some differences from normal onsite operation

•Changing your status to Ready or Not Ready.

•Accepting and declining incoming contacts.

In On Demand mode you log on to Offsite Agent without taking your offsite telephone off hook, and you use the Agent Desktop controls to make yourself Ready or Not Ready. The Offsite Agent server creates a new call to your offsite telephone for each customer call that Contact Center Manager Server routes to you. Your telephone rings, and Agent Desktop displays the call status and details. However, you accept the call only by lifting your telephone handset.

If you need to use your offsite telephone to take a non-contact center call, or to make a personal call, you must remember to make your status Not Ready on Agent Desktop. If you remain in Ready status when your telephone is busy on a non-contact center call, Offsite Agent might still attempt to route a customer call to you. In such cases the Agent Desktop toolbar will indicate that a call is being presented. If the administrator has implemented the call presentation class recommended by Avaya for Offsite Agent, then the call will return to the queue when it is not answered.

When you receive a call on your telephone that is not a customer call, Offsite Agent cannot flag this. Agent Desktop can display call status and information only for contact center calls.

Navigation

•Changing your status to Ready in On Demand mode (page 34)

•Changing your status to Not Ready in On Demand mode (page 34)

•Accepting a call (page 34)

•Declining a call (page 35)

•Making a call in On Demand mode (page 36)

•Ending a call (page 36)

NN44400-120 Offsite Agent User Guide

26 November 2010 33

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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 changesOverview of the Offsite Agent desktop application NavigationPrerequisites Offsite Agent Agent Desktop concepts Accessing the Agent Desktop applicationOffsite Agent Connection Modes Identifying yourself as an offsite agentEntering your access credentials Using a Pstn telephone with Agent DesktopLogging 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 DesktopSetting Agent Desktop to offsite mode Prerequisites Procedure stepsLogging 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 Accepting a call in Permanent Mode Changing your status to ReadyChanging 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 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 Conference and Unhold buttons flash Using the conference feature to consult a colleagueConferencing in another agent Transferring a callUsing the Emergency key Conferencing in a supervisorCalling 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