Avaya NN44400-120 manual Common agent functions on Agent Desktop

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Contents

Accepting a call	34
Declining a call	35
Making a call in On Demand mode 36
Ending a call 36
Common agent functions on Agent Desktop			39
Placing a call on hold 39
Releasing a call on hold 39
Using the conference feature to consult a colleague 40
Transferring a call 41
Conferencing in another agent		41
Conferencing in a supervisor		42
Calling your supervisor 42
Using the Emergency key 42
Troubleshooting Agent Desktop on Offsite Agent			45
I cannot get a connection to the Agent Desktop server 46
I am on a call but the Agent Desktop displays a new contact 46
Agent Desktop stops responding but my Permanent Mode connection stays up			46

4 NN44400-120 Offsite Agent User Guide

26 November 2010

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Contents User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop Features New configuration options for Permanent Connection modeNew in this release Offsite Agent log on dialog changesOther changes Windows 7 supportNavigation Overview of the Offsite Agent desktop applicationPrerequisites Accessing the Agent Desktop application Offsite Agent Agent Desktop conceptsOffsite Agent Connection Modes Identifying yourself as an offsite agentUsing a Pstn telephone with Agent Desktop Entering your access credentialsLogging on to the contact center Agent Desktop client application Work item paradigmTop bar Work list windowWork item controls Action bar User preferencesOffsite Agent dialog Overview of the Offsite Agent desktop application Page Offsite Agent user workflow Overview of Aaoa user tasksNavigation Offsite Agent user workflow Page Agent Desktop offsite configuration steps Preparing an offsite PC for Agent Desktop22 NN44400-120 Offsite Agent User Guide November Installing the Agent Desktop prerequisites Installing Agent DesktopProcedure steps PrerequisitesCreating a shortcut to the Agent Desktop Starting Agent DesktopPrerequisites Procedure steps Setting Agent Desktop to offsite modeLogging on to Agent Desktop End 26 NN44400-120 Offsite Agent User Guide November Logging off from and exiting the Agent Desktop Variable definitionsPage 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 Making a call in Permanent Connection mode Ending a callHandling 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 Using the conference feature to consult a colleague Conference and Unhold buttons flashTransferring a call Conferencing in another agentConferencing in a supervisor Using the Emergency keyCalling your supervisor Common agent functions on Agent Desktop Page Troubleshooting Agent Desktop on Offsite Agent Prerequisites for Offsite Agent troubleshootingCannot get a connection to the Agent Desktop server Am on a call but the Agent Desktop displays a new contactEnd NN44400-120 Offsite Agent User Guide November 2010