Avaya 16-603463 manual Appendix Contact Center, Logging into the Contact Center

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Chapter 19: Appendix Contact Center

If you are agent of a Contact Center and want to know what functions and buttons does your telephone provide for this purpose, look it up. Refer to your system administrator or your supervisor, if you need more information.

The system administrator is in charge of your telephone system, to set the Auto answer mode for instance or to control the usability of certain features. Your supervisor is in charge of the Contact Center, to organize the agent groups or define the job codes for instance as well as to cut-in your calls, if you request help.

Logging into the Contact Center

You can log into the Contact Center using your personal call number and your personal password. After logging in, you will receive Contact Center calls and furthermore your own calls with your personal call number.

Pausing

You can switch temporarily out of the Contact Center. You need your personal password to switch in again. Meanwhile the status information User pause enabled ... is shown in the display.

Accepting in Auto answer mode

You can accept Contact Center calls automatically on your headset. At the end of the conversation, the call is automatically disconnected and you can immediately get the next Contact Center call. The status information Auto answer on ... is shown in the display. Either you may activate or deactivate this mode during the Login dialog or it is set by your system administrator.

Signing on to an agent group / Signing off from an agent group

Up to five agent groups can be assigned to your telephone at any time. You can sign on and off each of these agent groups individually.

Changing your password

You can change your personal password at any time, if you have the necessary authority.

Lengthening and Canceling wrap-up time

After each Contact Center call you have a certain amount of time, called wrap-up time, to complete on-screen data entry for instance. You can lengthen it manually (if you have the authority) or cancel it prematurely. During this time either the status information Wrap-up time automatic ... or Wrap-up time manually ... is shown in the display.

Entering the job code

According to how your system is set up, you can or must enter a job code for each Contact Center call for statistical purpose. Please ask your supervisor about the defined job codes, their length and their meaning.

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Contents Issue 1.09 January 1408/1416 User Guide January Introduction Multiple conference Private User Mobility 109 Introduction Overview of phone buttons and featuresDescription NameOverview of phone buttons and features Function key LEDs About LEDsPartner key LEDs Icons in the telephone displayRelated topics Icon DescriptionAbout this manual Introduction to making calls Making callsCalling an internal call number Calling an external call numberCalling a person from the call log Calling with a destination keyCalling a person from the phone book entry Press the Phone book / Contacts buttonCalling a person from a central phone book entry Calling using the speakerphoneRequesting automatic redialing Requesting automatic callbackJoining another call cut-in Making calls 18 1408/1416 User Guide January Introduction to handling calls Handling callsAnswering a call Answering a call ringing at another phone pick-upMuting a call Putting a call on holdDeactivating your telephone display Answering an additional call second call Transferring a callSelect new call to Referring back during a call consultation call Turning second incoming call on or offIntroduction to call diversion Call diversionDiverting calls Select Divert callDefining automatic call diversion Automatic call diversionSelect Start time Diverting calls automaticallySelect Stop time Call diversion 26 1408/1416 User Guide January Introduction to follow-me Follow-mePreparing follow-me on your own telephone Activating follow-me on another telephoneSwitching off follow-me on another telephone Switching off follow-me on your own telephoneIntroduction to three-party conference calls Three-party conferenceMaking a conference call Talking with one participant in a conference callEnding the conference call Connecting conference participants with each otherIntroduction to multiple conference calls Multiple conferenceAdding a participant by referring back Adding a participant to a multiple conference callAnswering a call in a multiple conference Adding a waiting participant to a multiple conferenceTransferring a multiple conference call as controller Select Transfer conference Ending the multiple conference call as controller1408/1416 User Guide January 2010 Multiple conference 36 1408/1416 User Guide January Call log Managing the call logViewing the call log Adding an entry from the call log to the phone book Removing an entry from the call logIntroduction to the phone book Managing the phone bookCreating a new entry in the phone book Editing an entry in the phone book Deleting an entry Managing the phone book 42 1408/1416 User Guide January Introduction to voicemail Voicemail SystemDiverting calls to voicemail Managing voice messagesSelect Delete all messages Deleting all messagesPartners Setting up partner namesIntroduction to partners Answering a call for a partner Calling partnersAssigning partners to another key Select Long nameSelect Change Partner position Hiding partner keysSelect Hide/show partner keys Select Set partner beep Activating partner beepDiverting your calls to a partner Assigning partners on the button moduleSelect Assign partner to DSS module Select Set/delete partner div … Diverting partner calls to your telephoneSelect Partn. div. from my phone Select Partner div. to my phoneSelect Partnerdiv. from/to others Diverting calls from one partner to anotherSelect Set partner division Select CFF partner diversion key Diverting partner calls to partners, extendedAdding a partner to a partner group Setting the deputy keySelect Set deputy key Select Adapt partner group size Removing a partner from a partner groupSelect Expand partner group Select Reduce partner groupSelect Restrict signaling Off Restricting partner signalingReserving a line as executive line Filtering Setting up a connection for a partnerDealing the filtering function as a secretary Dealing the filtering function as an executivePartners 58 1408/1416 User Guide January Private User Mobility Select PasswordPrivate User Mobility Logging on to the telephoneLogging off the telephone Favorite screen Displaying the favorite screen in the idle modeIntroduction to favorite screen Select Display/AcousticsEntering a destination into the favorite screen Entering a function into the favorite screenSelect Favorite screen active Off Select Set function keysSelect Edit destination key Select Set destination keysSelect Press destination key Favorite screen 64 1408/1416 User Guide January Turning acoustic signaling on or off Setting parameters for your telephoneCustomizing your telephone Introduction to customizing your telephoneSelect Set acoustics Changing the acoustic signalingSelect Select ringer melody Setting the ringing tone melodyInternal calls External calls VIP calls Partner/Line Setting the language Setting the contrast and the brightnessAdjusting the setting for handsfree operation Select Switch languageDisplaying your name and call number on your telephone Setting key beep tones to on or offSaving emergency numbers Displaying time zonesSelect Key beep off Select Time zonesFunction and destination keys Function and Destination keysSelect Set emergency numbers Emergency destin. SOSAssigning functions to keys Assigning a destination from the phone book to a key Creating a destination keyConfirm Set new destination with OK button Select Copy phone book entry Changing an existing destinationSet destination keys Set function keys Deleting key assignmentsDelete destination key Delete entry Select Set macro function Setting up a macro diversion and pick-upCall diversion 1 or Call diversion 2 or Call pick-up 1 or Saving personal data Relocating the telephoneSaving personal data Saving data locally automatically Saving data locallySelect Save data Select Save data locallyAllowing/barring central data saving Saving data centrallySelect Save data centrally Select Save centrallyPreparing VIP functions VIP functionsSelect Send VIP functions Select Set VIP partnerSelect sent to user Setting up the secretary telephoneSelect receive from user off Using the VIP functions Making anonymous calls Select Dial settingsSelect Anonymous Off Turning direct dialing on or off Accepting calls automatically Handsfree answer backSelect Applications Select Answer CallSelect Answer Call Select Csta Answer Call Turning Csta Answer Call on or offTurning Csta Answer Call on or off Customizing your telephone 88 1408/1416 User Guide January Introduction to the Avaya menu Using the Avaya MenuManaging call charges Introduction to call chargesViewing the charge display Switching the charge display to unitsDeleting call charges Select Delete single counterRecording charges for private calls and projects Locking the telephoneTelephone lock Locking the telephone Changing the PINSelect Change PIN Unlocking the telephone Setting automatic lockingSelect Telephone locked Select Automatic lockingAppointments reminders Managing appointmentsEntering a new appointment Select AppointmentsViewing appointments Acknowledging an appointmentDeleting an appointment 96 1408/1416 User Guide January Menu overview MenusMenu item in basic One menu level lowerAppointments Charges Lock Menu item in setting Menu settings overviewAll possible functions are listed Dial settings Applications Security Sounding Test procedure All LEDs are switched on Introduction to remote features Appendix Remote featuresCalling remote using the system Changing call diversion remotelyAppendix Remote features Introduction to auxiliary devices Auxiliary devicesButton module BM32 Using the button module BM32 About operating cordless headsets Using a headset108 1408/1416 User Guide January Logging into the Contact Center Appendix Contact CenterRequesting help of the supervisor Contact Center buttonsCancel Wrap-up time Supervisor Assistance CTI ELC MOD MSN PIN PUM TCM Tapi USB VIP AbbreviationsAbbreviations 114 1408/1416 User Guide January Index Editing Partner Index VIP ringing tone
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