Avaya 16CC manual Answering a Call, Answering a call if you are logged in as an agent

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Answering a Call

Calling a person from the Contacts list

1.Press the Contacts button.

2.Select the person or number you want to call.

3.Press the Call softkey or the OK button.

Calling a person from the call log

1.Press the Call Log button.

2.Select the person or number you want to call.

3.Press the Call softkey or the OK button.

Answering a Call

How you answer a call depends on whether you are logged in as an agent or not logged in as an agent. In either case, when you receive an incoming call, the green LED associated with the call will flash. The incoming call is usually selected automatically. However, if you are already on a call or if you receive more than one incoming call at a time, you may need to select the call you want to answer manually.

Answering a call if you are logged in as an agent

1.How you answer a call depends on your type of call delivery:

•If your call delivery mode is auto-answer, you hear a "zip tone" to announce that you have been automatically connected to a call. No action is required other than to provide your standard greeting.

•If your call delivery mode is manual answer, listen for an audible ring, then press the Answer softkey or the line/call appearance button with the flashing LED.

Note:

If you hear an announcement that describes the origin of or service requested by the incoming call, wait until the announcement ends before taking an action like pressing Conference, Transfer, or a line button.

2. Press the Release button to end the call.

Answering a call if you are not logged in as an agent

1.Press the call/line appearance button whose green LED flashes for the incoming call or press the Answer softkey if one appears.

If the Auto Hold feature is enabled by your system administrator, you can answer another call without first putting an active call on hold. If Auto Hold is not enabled, you must put your active call on hold before answering the incoming call; otherwise, you will drop the active call when you answer the other one.

2.Press the Release button or the line button to end the call.

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Contents Avaya Agent Deskphone 16CC User Guide About Agent Work Modes and Agent States Getting Your Messages Contents Avaya Agent Deskphone 16CC User Guide Avaya support Warranty CopyrightDocumentation disclaimer Link disclaimerAvaya Agent Deskphone 16CC User Guide DAC Top Display Line Combinations for AgentsACW Introduction to the Avaya Agent Deskphone 16CC Avaya Agent Deskphone 16CC Phone Buttons and FeaturesAvaya Agent Deskphone 16CC Phone Buttons and Features Feature Button LEDs About LEDsCall/Line Appearance Button LEDs Telephone Stand About Logging In to and Out of Your TelephoneScrolling and Navigation About Paper LabelsLogging out of your telephone extension Agent loginAbout Agent Work Modes and Agent States Agent logoutViewing Agent Skills Changing Agent Work Mode or StateAbout Agent Skills Making a CallCalling a person from the Contacts list Answering a CallAnswering a call if you are logged in as an agent Answering a call if you are not logged in as an agentPutting a Call on Hold Sending an incoming call to voice mailIgnoring an incoming call Muting a CallBridged Calls Press Contacts ContactsSearching for a contact Viewing Contacts detailsAdding a new contact Editing a contactDeleting a contact Call Log Logging into your voicemail About Advanced Telephone FeaturesGetting Your Messages Turning call logging on or offForwarding a call Accessing the Features MenuSend all calls Sending a call to another numberOptions/Settings Avaya MenuTurning off call forwarding Turning show incoming call on or off Setting redial optionsTurning the call timer on or off Adjusting the brightness or contrast of the displayChanging the language Turning error tones on or offSetting Automatic Gain Control Personalizing the ring patternViewing Network Information Setting the time formatIndex Language

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.
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