Avaya NN44400-120 manual Troubleshooting Agent Desktop on Offsite Agent

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Troubleshooting Agent Desktop on Offsite Agent

Troubleshooting Agent Desktop on Offsite Agent

This chapter describes how to troubleshoot faults that may occur in Agent Desktop when it is used on an offsite PC.

Prerequisites for Offsite Agent troubleshooting

•Ensure you have correctly installed the Agent Desktop client.

•Ensure that your broadband connection is operational.

Navigation

•I cannot get a connection to the Agent Desktop server (page 46)

•I am on a call but the Agent Desktop displays a new contact (page 46)

•Agent Desktop stops responding but my Permanent Mode connection stays up (page 46)

NN44400-120 Offsite Agent User Guide

26 November 2010 45

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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