Call Center Agent/Supervisor Features, Agent login | Avaya 1150E

Call Center Agent/Supervisor Features

Call Center Agent/Supervisor Features

This section describes features and procedures common to both the Call Center Agent and the Call Center Supervisor.

Headset interface

Note: Refer to your distributor for recommended headset types for use with the Avaya 1150E IP Deskphone.

Test your headset before using the phone to receive calls. In a noisy environment, an amplified headset is an option. Select Headset type in the Options list and choose Type 1, Type 2, or Amplified. When an amplified headset is used, there are two methods of volume control: the Volume Control Bar on the phone and the volume control on the headset amplifier. Adjust the phone volume before adjusting the headset volume. To provide the best communication with the least amount of distortion, the headset volume control should have a higher setting than the phone volume control.

Agent login

To login as an agent:

1. Press the In-CallsKey.

2. Dial your Agent ID (if required).

3.Press either the In-CallsKey, or the Not Ready Key to enter the ACD queue.

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Avaya 1150E manual Call Center Agent/Supervisor Features, Headset interface, Agent login, To login as an agent

Contents

Avaya 1150E IP Deskphone User Guide Date October Downloading documents Contact Avaya Support Revision history Revision history Contents Enabling or disabling Call Timer Call Center Agent/Supervisor Features Avaya 1150E IP Deskphone non-ACD call features Additional phone features Quick Reference About the Avaya 1150E IP Deskphone Basic features About the Avaya 1150E IP Deskphone Supports the WML Browser see WML Browser support on Avaya 1150E IP Deskphone Telephone controls Context-sensitive soft keys are located About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone About the Avaya 1150E IP Deskphone Password Admin About the Avaya 1150E IP Deskphone Telephone display License notification Call features and Flexible Feature Codes Audio and text message broadcast WML Browser support WML softkey display Condition Soft key Condition Soft key Security features Using encrypted callingManaging your Station Control Password Scpw To change your Scpw Disable Password Protection To turn Password Protection on or offEnable Password Protection Mode Choose one of the following context Entering text using the USB keyboard Entering and editing textApplication text entry Entering text using the telephone dialpad Editing text using the context-sensitive soft keysUSB keyboard function keys during telephone calls To edit text with the context-sensitive soft keys Editing context-sensitive soft key description Part 1 Editing context-sensitive soft key description Part 2 Connecting the components Avaya 1150E IP Deskphone connections Connecting the components of the phone Before you begin Removing the stand Connecting the components Cable routing tracks Connecting the components Virtual Private Network Connecting your IP Deskphone IP Deskphone connected to the modem QoS configuration recommendations Installing and configuring VPN To install and configure VPN Welcome & language selection window Virtual Private Network Equipment Setup and VPN window Locate Data Files window MuteMute Prepare Phone for Configuration Try again window Prepare Phone for Configuration window Virtual Private Network Virtual Private Network Virtual Private Network Autodiscover Phone window Autodiscover Phone more than one phone was discovered window Configure phone window When Phone configuration complete is displayed, click Next Confirmation & Finish window Key Generates O M N O Configuring Telephone Options Telephone Options menu Using the Telephone Options menu To use the Telephone Options menu Telephone Options menu Adjusting the volume Selecting a language Adjusting the display screen contrastTo adjust the display screen contrast Language… Selecting date and time format To select a languageTo select a date and time format Choosing a local dialpad tone Accessing display diagnosticsTo use Display diagnostics Options menu Viewing phone information To choose a local dialpad toneTo view phone information Diagnostics To view diagnostic informationSelecting a headset type Configuring call log options Configuring the Callers List logTo select a headset type To log only unanswered calls Configuring New Call Indication To configure New Call IndicationNew call indication off New call indication on Configuring Area Code Setup Configuring Preferred Name MatchTo configure Preferred Name Match Preferred name match on Preferred name match off To configure default area codes maximum of three Choosing a ring type To edit area code displayRing type… Enabling or disabling Call Timer To enable or disable Call TimerTo select a ring type Setting the call indicator light Changing feature key labelsTo turn the call indicator light on or off To rename the labels Configuring the name display format To restore the default labels To configure Live Dialpad Configuring Live DialpadTo configure name display format First name, last name Last name, first name Configuring Telephone Options Using the Password Admin menu Mode Choose one of the following context Configuring Local Menu options Navigation key functions in menus Part 1 Enter key Navigation key functions in Edit mode Part 1Navigation key functions in menus Part 2 Navigation key functions in dialog boxes Changing 1. Display Settings Navigation key functions in Edit mode Part 2Preferences submenu Display Settings To adjust Contrast or Sleep settingsContrast Sleep Language Changing 3. HeadsetsChanging 2. Language To select the language used in local menus To enable HID Commands Enabling HID CommandsHeadsets To select the active headset device Select the Enable HID Commands checkbox To enable USB headsetEnabling USB Headset Configuring Local Menu options Configuring Local Menu options Limitations and Advisories Avaya Mobile Headset Adapter properties Configuring 4. Bluetooth Avaya Mobile Headset Adaptor elements and functions To pair a wireless headset with your phone Configuring Local Menu options 100 101 102 103 104 Dual Pairing Headsets Interaction with wired headsets To switch between a wired headset and a wireless headset To unpair a wireless headset 108 IP Set Information Local Diagnostics submenuNetwork Diagnostic Tools Ethernet Statistics Advanced Diag Tools IP Network StatisticsUSB Devices License Information Certificate Information Network Configuration menuSelect Network Configuration Dhcp Information To configure the WML Browser Lock Menu To login as an agent Call Center Agent/Supervisor FeaturesAgent login Headset interface Login with Agent ID and Multiple Queue Assignment MQA To login with Agent ID and MQA Without Priority Login without Supervisor IDTo login without Supervisor ID With Priority To use the default login feature Default loginTo correct errors during the login procedure Example Agent logout To logout Answer Call Center calls Call Center Agent featuresUse Activity Code To capture activities Call Forcing Use Not Ready When you have an emergency situationEmergency Key To be taken out of the queue To activate Make Set Busy Activate Make Set BusyMaking non-ACD calls To deactivate Make Set Busy To call your supervisor Contact your supervisorTo answer a non-ACD call To return to the ACD call To Conference your Supervisor during a call in progress To use the Walkaway featureUse Walkaway and Return from Walkaway To Transfer to a supervisor, during a call in progress To return from Walkaway Press the key next to the flashing indicator Call Center Supervisor Features LCD status indicatorsAgent Keys To disconnect an agent call Answer AgentAnswer Emergency To disconnect from the emergency call To call an agent Call AgentUse the Supervisor Observe Supervisor Headset Port To leave Call Agent state To mute the Supervisor headset To use the Supervisor Talk/Listen featureObserve Agent To observe an agent To talk to an agent you are observing To leave the Observe state Interflow Night ServiceTo enter Night Service To activate Interflow To transition to Night Service To exit Night Service Avaya 1150E IP Deskphone non- ACD call features Make a callTo make a call Using Predial To use Predial To display the Auto Dial number Using Auto DialTo use Auto Dial To store an Auto Dial number Using Ring Again To call a Ring Again party when you receive notificationTo use Ring Again To cancel Ring Again before notification Using Last Number RedialUsing Speed Call To use Last Number Redial To store or change a Speed Call number Press the Speed Call Controller Key Using System Speed Call Press the Speed Call Controller Key orTo make a System Speed Call To use Hot Line Using Intercom callingUsing Hot Line To make an Intercom call Answering a call To answer a call While on an active call To place a call on HoldTo retrieve a call on hold To use the Transfer feature Transferring a call Using Timed Reminder Recall To use Timed Reminder RecallIf the transferred call is not answered, your phone rings To contact the attendant while on a call Using Attendant RecallUsing Call Park To park a call on a System Park DN To park a call on a DN other than the System Park DN To retrieve a parked call Calling Party Number/Charge Account Displaying incoming callsTo record the calling party number or charge account number Tracing a Malicious call To use Call Trace while you are on a call To use Call Trace if you do not have a Call Trace Key Conference KeyPress the Individual Line DN Key Using Call Page Connect to make an announcement Additional Call FeaturesUsing the buzz signal To buzz the phone linked to yours Charging a call or charging a forced call To disconnect from the paging system To charge a call to an account when you transfer a call To charge a call in progress Trans Press the Transfer Key when you hear Phone ring Using Enhanced Override Also assumes AHA CLS AutomaticTo use Enhanced Override Using Forced Camp-on To end the connectionTo use Forced Camp-on Override Feature To override a busy/engaged signalTo answer a camped-on call To use Privacy Release while on an established call Using Privacy ReleaseUsing Radio To use Automatic Pre-selectionMeet me To use Automatic Post selection Using Voice Call To use the Special Radio Paging featuresTo make a voice call Using the Voice Messaging control screens To respond to a voice callTo use Voice Messaging controls 162 Activate Automatic Answerback Activate Call PickupPress the Automatic Answerback Key Use Call Waiting To answer an incoming call in another Call Pickup Group To answer an incoming call while on another call To return to your first phone callIf you do not have a Call Waiting Key Forward calls To forward your callsTo view the number that your calls are being forwarded to Forward internal calls only To cancel Call ForwardTo cancel Internal Call Forward To forward your internal calls Use Remote Call Forward To reinstate Internal Call Forward to the same numberTo activate Remote Call Forward To cancel Remote Call Forward Secure your phone To lock your phoneTo unlock your phone Set up a Conference call To change your password must be done from your phoneTo set up a conference call Join a call Selectable Conferee Display and Disconnect To view active confereesTo disconnect a conferee Use Group Call To call group members To answer a Group Call Using Record On Demand key To end a Group Call Using Save key Additional phone features Using the Personal DirectoryTo add an entry To edit an entry To delete an entry To search for an entry Using the Callers List To dial an entry Using the Redial List To delete the entire Callers List To delete the entire Redial List Using Virtual Office Logging in to Virtual Office Virtual soft key Using Virtual Office on your Remote phone Using Virtual Office on your Office phone Logged in to an Avaya 1150E IP Deskphone Office phone displays the message Logged Out Logging out of Virtual Office Automatic log out from Virtual OfficeEmergency calls on your Remote IP Deskphone Troubleshooting Virtual Office Troubleshooting Virtual Office Part 1 Troubleshooting Virtual Office Part 2 Using Media Gateway 1000B Troubleshooting Virtual Office Part 3Normal Mode Using Test Local Mode Using Resume Normal ModeLocal Mode Troubleshooting MG 1000B Troubleshooting MG 1000B Part 1 Troubleshooting MG 1000B Part 2 Feature Quick Reference Services and Telephone Options menus Icon 199 Quick Reference 200 Regulatory and safety information EMC compliance Jurisdiction Standard Description DenAn regulatory notice for Japan Other Regulatory and safety information 204 Third party terms Public Domain Notice GNU 207 208 209 210 211 212 OpenSSL 214 215 Zlib Curl Copyright and Permission Notice Libpng 219 Kernrandom ConvertUTF Wchar functions Libjpeg 224 Terms you should know Information display 227 228 Index 230 231 232