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

Handling Telephony calls in On Demand mode

Attention: Offsite Agent cannot flag non-contact center calls on your telephone: when you answer a non-contact center call, you must remember to set your status Not Ready on Agent Desktop.

Procedure steps

Step Action

1When your telephone rings, answer the call by taking the telephone off hook.

2If it is a customer call, Agent Desktop updates the display with call information.

3If it is not a customer call, select Go Not Ready from the Agent Status list.

Offsite Agent places you in Not Ready status. The top bar displays a Not Ready status message.

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Declining a call

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

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. If the Agent Desktop response is later than the telephone ringing you might not be able to make a decision on whether the call is from the contact center or another source.

Procedure steps

Step Action

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

2Alternatively, if the call rings on the telephone, do not pick up the handset.

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NN44400-120 Offsite Agent User Guide 26 November 2010 35