About Agent Skills, Making a Call, Redialing a number

Changing Agent Work Mode or State

•Available - This state is automatically assigned when you are not on an active call for both Auto-In and Manual-In modes.

Depending on how your call center system is administered, "pending" states might be assigned to you automatically, for example, to indicate a call center call is waiting or when the call you are on requires after call work.

See Top Display Line Combinations for Agents at the beginning of this guide for a handy reference to how to interpret top line displays.

Changing Agent Work Mode or State

Press the line/feature button assigned to the work mode or work state to which you want to change. Alternately, scroll right to access features, then scroll down to the desired work mode/state and press the OK button. The associated LED flashes to indicate the work mode or state you chose is pending.

About Agent Skills

Agents are assigned one or more skills so that incoming calls can be matched with the agents best suited to answer them. The Skills screen displays briefly after agent login, but you can press the Skills softkey to view your skill set any time you are logged in as an agent. You cannot change your own skill set  your supervisor must make skill assignment changes.

Viewing Agent Skills

Press• the Skills softkey any time you are logged in as an agent and you are not active on a call. If necessary, use the down arrow to scroll down the list of skills.

If you• are working in another application, for example, the Call Log, first press the Phone/ Exit button to return to the Phone screen, then select the Skills softkey.

Making a Call

If you are not on a call, simply dial the number you want to call. Use the Phone screen to view and manage calls. Press Phone/Exit button to view the main Phone screen at any time.

Start dialing the number you want to call or press a line button for an available call appearance, then dial the number you want to call.

Redialing a number

1.From the Phone screen, press Redial.

Note:

The last number will be redialed or you will see a list of the six most recent numbers that you have dialed, from which you can select one to redial. See Setting Redial Options for information on redial settings.

2.If you are working with a redial list, scroll to the number you want to call and press Call or OK.

Note:

Your system administrator can disable Redial functionality.

14 Avaya Agent Deskphone 16CC User Guide

16CC specifications

Avaya 16CC, short for Avaya Communications Cloud, is a robust and versatile communications solution designed for businesses seeking to enhance their operational efficiency and improve customer engagement. Leveraging cutting-edge technology, Avaya 16CC seamlessly integrates with various platforms to deliver a comprehensive communications experience.

One of the key features of Avaya 16CC is its unified communications capability. This allows users to access voice, video, messaging, and collaboration tools from a single interface. The integration of these services streamlines workflows, enabling employees to communicate more effectively and respond to customer needs promptly.

Avaya 16CC utilizes a cloud-based architecture, which offers immense flexibility and scalability. Businesses can easily scale their communication solutions up or down based on fluctuating demands, ensuring they only pay for what they use. This cloud-native model also reduces maintenance costs and eliminates the need for complex on-premise hardware.

Another significant characteristic of Avaya 16CC is its support for advanced analytics. The platform provides real-time insights into communication patterns and customer interactions, helping organizations optimize their operations. By harnessing data-driven insights, businesses can make informed decisions to enhance service delivery and customer satisfaction.

Avaya 16CC also prioritizes security, implementing robust measures to protect sensitive communications. With end-to-end encryption, secure access protocols, and compliance with industry standards, organizations can confidently use the platform knowing that their communications are safeguarded.

One of the standout technologies in Avaya 16CC is its artificial intelligence (AI) capabilities. AI-driven features such as virtual assistants and chatbots automate routine inquiries, allowing agents to focus on more complex customer interactions. This not only improves efficiency but also enhances the overall customer experience.

Additionally, Avaya 16CC supports omnichannel communication, enabling businesses to interact with customers through various channels including voice, chat, email, and social media. This flexibility ensures that customers can reach out through their preferred medium, leading to higher satisfaction rates.

Finally, the platform is designed with user-friendliness in mind. Intuitive interfaces and customizable dashboards allow users of all technical backgrounds to navigate the system with ease. Training and support resources further empower employees to maximize the benefits of Avaya 16CC.

In summary, Avaya 16CC is an advanced communications solution that combines unified communications, cloud scalability, robust analytics, security, AI capabilities, omnichannel support, and user-friendly design. This makes it an ideal choice for organizations looking to enhance their communication strategies and drive business growth.