Avaya manual Introduction to the Avaya Agent Deskphone 16CC

Page 9

Introduction to the Avaya Agent Deskphone 16CC

The 16CC telephone is a multiline SIP telephone for use with Avaya Call Center 5.0. The 16CC telephone puts convenient features and capabilities at your fingertips, including a Phone screen to view and manage your calls, a Contacts list, a Call Log, designated feature buttons to change your agent work mode or status, a menu of options and settings to customize your phone, and access to your voice mail.

Not all functions and features described in this user guide may be available on your telephone. If you find that a function or feature is not available, contact your system administrator.

Avaya Agent Deskphone 16CC Phone Buttons and Features

Issue 1 January 2008 9

Image 9

Contents Avaya Agent Deskphone 16CC User Guide About Agent Work Modes and Agent States Getting Your Messages Contents Avaya Agent Deskphone 16CC User Guide Documentation disclaimer Warranty CopyrightLink disclaimer Avaya supportAvaya 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 Scrolling and Navigation About Logging In to and Out of Your TelephoneAbout Paper Labels Telephone StandAbout Agent Work Modes and Agent States Agent loginAgent logout Logging out of your telephone extensionAbout Agent Skills Changing Agent Work Mode or StateMaking a Call Viewing Agent SkillsAnswering a call if you are logged in as an agent Answering a CallAnswering a call if you are not logged in as an agent Calling a person from the Contacts listIgnoring an incoming call Sending an incoming call to voice mailMuting a Call Putting a Call on HoldBridged Calls Searching for a contact ContactsViewing Contacts details Press ContactsAdding a new contact Editing a contactDeleting a contact Call Log Getting Your Messages About Advanced Telephone FeaturesTurning call logging on or off Logging into your voicemailSend all calls Accessing the Features MenuSending a call to another number Forwarding a callOptions/Settings Avaya MenuTurning off call forwarding Turning the call timer on or off Setting redial optionsAdjusting the brightness or contrast of the display Turning show incoming call on or offSetting Automatic Gain Control Turning error tones on or offPersonalizing the ring pattern Changing the languageViewing 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.