Avaya 16-603463 manual Contact Center buttons, Requesting help of the supervisor

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Appendix Contact Center

You are prompted by Enter job code in the display. Enter the appropriate job code and press the Send softkey. If you don't enter a correct job code in a certain time, you are reminded by Job code missing or by Invalid job code (if your input is wrong).

Requesting help of the supervisor

If you need help during a Contact Center call, there are two steps for requesting supervisor support: either silent monitoring (called Supervisor Assistance) or intervention moreover (called Supervisor Emergency). The supervisor can listen to your call or even cut into your call at any time.

Contact Center buttons

If you are an agent in a contact center, you have eight buttons and some function keys or softkeys to control its features. All buttons have two LEDs red and green as well as a paper label indicating their meanings.

CC function

Pressing this function key you open the Login dialog to enter your password for the Contact Center and to set the Auto answer mode (if you have the authority).

Sign on / Sign off

This button controls Sign on and Sign off to the selected agent group (toggle button). The according LED informs, when all the agent groups are signed off, or when the telephone system enforced a Sign off.

The involved agent softkeys are displayed as Sign on or Sign off simultaneously.

Red LED

off

blinking

blinking

blinking

Green LED

on

off

off

off

Description

when the agent is signed on all selected agent groups

when all agent groups are signed off

when the telephone system carried out forced Sign off

when the Pause state is activated, because all agent groups are signed off.

Job Code

If a job code is designed it can be optional or mandatory. This button controls its input. It is activated only when a job code is designed. Press this button to open the input dialog for an optional job code in the display.

Red LED

Green LED

Description

110 1408/1416 User Guide

January 2010

Image 110

Contents Issue 1.09 January 1408/1416 User Guide January Introduction Multiple conference Private User Mobility 109 Overview of phone buttons and features IntroductionName DescriptionOverview of phone buttons and features About LEDs Function key LEDsRelated topics Icons in the telephone displayPartner key LEDs Icon DescriptionAbout this manual Calling an internal call number Making callsIntroduction to making calls Calling an external call numberCalling a person from the phone book entry Calling with a destination keyCalling a person from the call log Press the Phone book / Contacts buttonCalling using the speakerphone Calling a person from a central phone book entryRequesting automatic callback Requesting automatic redialingJoining another call cut-in Making calls 18 1408/1416 User Guide January Answering a call Handling callsIntroduction to handling calls Answering a call ringing at another phone pick-upDeactivating your telephone display Putting a call on holdMuting a call Select new call to Transferring a callAnswering an additional call second call Turning second incoming call on or off Referring back during a call consultation callDiverting calls Call diversionIntroduction to call diversion Select Divert callAutomatic call diversion Defining automatic call diversionSelect Stop time Diverting calls automaticallySelect Start time Call diversion 26 1408/1416 User Guide January Preparing follow-me on your own telephone Follow-meIntroduction to follow-me Activating follow-me on another telephoneSwitching off follow-me on your own telephone Switching off follow-me on another telephoneMaking a conference call Three-party conferenceIntroduction to three-party conference calls Talking with one participant in a conference callConnecting conference participants with each other Ending the conference callMultiple conference Introduction to multiple conference callsAdding a participant to a multiple conference call Adding a participant by referring backTransferring a multiple conference call as controller Adding a waiting participant to a multiple conferenceAnswering a call in a multiple conference Ending the multiple conference call as controller Select Transfer conference1408/1416 User Guide January 2010 Multiple conference 36 1408/1416 User Guide January Viewing the call log Managing the call logCall log Removing an entry from the call log Adding an entry from the call log to the phone bookCreating a new entry in the phone book Managing the phone bookIntroduction to the phone book Editing an entry in the phone book Deleting an entry Managing the phone book 42 1408/1416 User Guide January Diverting calls to voicemail Voicemail SystemIntroduction to voicemail Managing voice messagesDeleting all messages Select Delete all messagesIntroduction to partners Setting up partner namesPartners Assigning partners to another key Calling partnersAnswering a call for a partner Select Long nameSelect Hide/show partner keys Hiding partner keysSelect Change Partner position Activating partner beep Select Set partner beepSelect Assign partner to DSS module Assigning partners on the button moduleDiverting your calls to a partner Select Partn. div. from my phone Diverting partner calls to your telephoneSelect Set/delete partner div … Select Partner div. to my phoneSelect Set partner division Diverting calls from one partner to anotherSelect Partnerdiv. from/to others Diverting partner calls to partners, extended Select CFF partner diversion keySelect Set deputy key Setting the deputy keyAdding a partner to a partner group Select Expand partner group Removing a partner from a partner groupSelect Adapt partner group size Select Reduce partner groupReserving a line as executive line Restricting partner signalingSelect Restrict signaling Off Setting up a connection for a partner FilteringDealing the filtering function as an executive Dealing the filtering function as a secretaryPartners 58 1408/1416 User Guide January Private User Mobility Select PasswordPrivate User Mobility Logging on to the telephoneLogging off the telephone Introduction to favorite screen Displaying the favorite screen in the idle modeFavorite screen Select Display/AcousticsSelect Favorite screen active Off Entering a function into the favorite screenEntering a destination into the favorite screen Select Set function keysSelect Press destination key Select Set destination keysSelect Edit destination key Favorite screen 64 1408/1416 User Guide January Customizing your telephone Setting parameters for your telephoneTurning acoustic signaling on or off Introduction to customizing your telephoneChanging the acoustic signaling Select Set acousticsInternal calls External calls VIP calls Partner/Line Setting the ringing tone melodySelect Select ringer melody Adjusting the setting for handsfree operation Setting the contrast and the brightnessSetting the language Select Switch languageSetting key beep tones to on or off Displaying your name and call number on your telephoneSelect Key beep off Displaying time zonesSaving emergency numbers Select Time zonesSelect Set emergency numbers Function and Destination keysFunction and destination keys Emergency destin. SOSAssigning functions to keys Confirm Set new destination with OK button Creating a destination keyAssigning a destination from the phone book to a key Changing an existing destination Select Copy phone book entryDelete destination key Delete entry Deleting key assignmentsSet destination keys Set function keys Call diversion 1 or Call diversion 2 or Call pick-up 1 or Setting up a macro diversion and pick-upSelect Set macro function Saving personal data Relocating the telephoneSaving personal data Select Save data Saving data locallySaving data locally automatically Select Save data locallySelect Save data centrally Saving data centrallyAllowing/barring central data saving Select Save centrallySelect Send VIP functions VIP functionsPreparing VIP functions Select Set VIP partnerSetting up the secretary telephone Select sent to userSelect receive from user off Using the VIP functions Select Anonymous Off Select Dial settingsMaking anonymous calls Select Applications Accepting calls automatically Handsfree answer backTurning direct dialing on or off Select Answer CallTurning Csta Answer Call on or off Select Answer Call Select Csta Answer CallTurning Csta Answer Call on or off Customizing your telephone 88 1408/1416 User Guide January Managing call charges Using the Avaya MenuIntroduction to the Avaya menu Introduction to call chargesDeleting call charges Switching the charge display to unitsViewing the charge display Select Delete single counterTelephone lock Locking the telephoneRecording charges for private calls and projects Select Change PIN Changing the PINLocking the telephone Select Telephone locked Setting automatic lockingUnlocking the telephone Select Automatic lockingEntering a new appointment Managing appointmentsAppointments reminders Select AppointmentsDeleting an appointment Acknowledging an appointmentViewing appointments 96 1408/1416 User Guide January Menu item in basic MenusMenu overview One menu level lowerAppointments Charges Lock Menu settings overview Menu item in settingAll possible functions are listed Dial settings Applications Security Sounding Test procedure All LEDs are switched on Calling remote using the system Appendix Remote featuresIntroduction to remote features Changing call diversion remotelyAppendix Remote features Button module BM32 Auxiliary devicesIntroduction to auxiliary devices Using the button module BM32 Using a headset About operating cordless headsets108 1408/1416 User Guide January Appendix Contact Center Logging into the Contact CenterContact Center buttons Requesting help of the supervisorCancel Wrap-up time Supervisor Assistance Abbreviations CTI ELC MOD MSN PIN PUM TCM Tapi USB VIPAbbreviations 114 1408/1416 User Guide January Index Editing Partner Index VIP ringing tone