Avaya NN44400-120 manual Offsite Agent Agent Desktop concepts, Offsite Agent Connection Modes

Overview of the Offsite Agent desktop application

Offsite Agent Agent Desktop concepts

Offsite Agent Connection Modes

Offsite Agent supports two connection modes for agents, Permanent Connection and On Demand. The mode you use is decided and configured by the contact center administrator.

In Permanent Connection mode when you log on to the contact center, the Offsite Agent server makes a single call to your telephone number. This call remains up for the duration of your shift–you should not physically hang up the telephone (if you do accidentally hang up, Offsite Agent re-establishes the call). Offsite Agent bridges each contact center customer call through to your line.

Depending on the configuration applied by the Administrator, you either:

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

•use the Accept button on the Agent Desktop to accept the new call

In On Demand mode the Offsite Agent server registers your login, but does not set up a call to your remote telephone. For each contact center customer call, Offsite Agent initiates a new call from the contact center PABX to your telephone. You need to physically answer the telephone to take the call.

Accessing the Agent Desktop application

When you are using Offsite Agent to connect to the contact center, you must use Agent Desktop on your offsite desktop PC or laptop. Agent Desktop allows you to log onto Offsite Agent, specify your offsite telephone number, and exercise call control over your telephone to use normal contact center agent functions. To simplify the deployment of the Agent Desktop application, the Agent Desktop server employs smart client technology to provide the desktop functionality without requiring a software install. You simply use a URL in your browser to invoke the Agent Desktop interface on your PC.

Identifying yourself as an offsite agent

Because Agent Desktop is a generic application that both onsite and offsite agents can use, you need to explicitly identify yourself as an offsite agent the first time you use the application. Agent Desktop stores this setting so that you do not have to repeat this operation.

However, if you are a mobile worker and switch at times between working onsite and offsite, then you will need to change your offsite status each time you change location.

8 NN44400-120 Offsite Agent User Guide 26 November 2010