Avaya NN44400-120 manual New in this release, Features, Offsite Agent log on dialog changes

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New in this release

The following sections detail what is new in the Avaya Aura™ Agent Desktop User Guide (NN44400-114).

•Features (page 5)

•Other changes (page 6)

Features

See the following sections for information about feature changes:

•Offsite Agent log on dialog changes (page 5)

•Improved user interface (page 5)

•New configuration options for Permanent Connection mode (page 5)

Offsite Agent log on dialog changes

Offsite Agent now allows you to enter all required information on a single log on dialog. The option to add a supervisor number is also available on this dialog.

Improved user interface

The main Avaya Aura™ Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. Work items appear on the Agent Desktop work list. If you perform another interaction associated with that work item (for example an IM consultation with an expert), then that interaction is displayed as part of the original work item.

The work list window contains work items and buttons corresponding to the work item. The buttons and functions change depending on the items in the work list window. When a new contact arrives, Agent Desktop adds the new contact to the work list.

•A work item is a unit of work that is a collection of interactions with other parties. The party can be a customer, another agent, a supervisor or an expert.

•A work list is a collection of work items.

New configuration options for Permanent Connection mode

Offsite Agent now allows contact center administrators to choose between two configurations for agents using Permanent Connection mode: Force Answer and Accept Call.

Depending on the configuration applied by the Administrator, agents working in Permanent Connection mode either:

•hear a tone to alert them to the incoming call, which they must take (mimicing a forced call answer presentation class), or

NN44400-120 Offsite Agent User Guide

26 November 2010 5

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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 changesPrerequisites Overview of the Offsite Agent desktop applicationNavigation Offsite Agent Agent Desktop concepts Accessing the Agent Desktop applicationOffsite Agent Connection Modes Identifying yourself as an offsite agentLogging on to the contact center Entering your access credentialsUsing a Pstn telephone with Agent Desktop 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 DesktopLogging on to Agent Desktop Setting Agent Desktop to offsite modePrerequisites Procedure steps 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 Not Ready Accepting a call in Permanent ModeChanging your status to Ready Declining a call in Permanent Mode Ending a call Making a call in Permanent Connection modeHandling Telephony calls in On Demand mode Accepting a call Changing your status to Ready in On Demand modeChanging your status to Not Ready in On Demand mode Declining a call Making a call in On Demand mode Procedure steps Page Releasing a call on hold Common agent functions on Agent DesktopPlacing a call on hold Conference and Unhold buttons flash Using the conference feature to consult a colleagueConferencing in another agent Transferring a callCalling your supervisor Using the Emergency keyConferencing in a 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