Avaya NN44400-120 Overview of the Offsite Agent desktop application, Navigation, Prerequisites

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Overview of the Offsite Agent desktop application

Overview of the Offsite Agent desktop application

This chapter provides an overview of the use of the Avaya Aura™ Agent Desktop (AAAD) for Avaya Aura™ Offsite Agent (AAOA). Avaya has updated Agent Desktop to provide the functionality required by offsite agents. This update and the operating modes of Offsite Agent necessitate some different practises in the use of Agent Desktop. In addition, because new offsite agents may not be previously familiar with Agent Desktop, this chapter provides a basic overview of the interface.

Attention: The procedures in this book apply only to voice contacts received by offsite agents. Multimedia contact types appear to an offsite agent in exactly the same way as they would to an onsite agent. For example, the Offsite Agent connection mode has no impact on multimedia contacts.

Navigation

•Offsite Agent Agent Desktop concepts (page 8)

•The Agent Desktop client application (page 10)

Prerequisites

•You are familiar with basic contact center agent concepts.

•You have a working knowledge of the common Windows desktop operating systems.

•You understand how to access your corporate network over a broadband connection.

NN44400-120 Offsite Agent User Guide

26 November 2010 7

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Contents User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop Offsite Agent log on dialog changes FeaturesNew configuration options for Permanent Connection mode New in this releaseWindows 7 support Other changesNavigation Overview of the Offsite Agent desktop applicationPrerequisites Identifying yourself as an offsite agent Accessing the Agent Desktop applicationOffsite Agent Agent Desktop concepts Offsite Agent Connection ModesUsing a Pstn telephone with Agent Desktop Entering your access credentialsLogging 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 Prerequisites Installing the Agent Desktop prerequisitesInstalling Agent Desktop Procedure stepsStarting Agent Desktop Creating a shortcut to the Agent DesktopPrerequisites Procedure steps Setting Agent Desktop to offsite modeLogging 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 Changing your status to Ready Accepting a call in Permanent ModeChanging 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 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 Conference and Unhold buttons flash Using the conference feature to consult a colleagueConferencing in another agent Transferring a callConferencing in a supervisor Using the Emergency keyCalling 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