To return from Walkaway | Avaya 1150E manual

Call Center Agent features

2.Disconnect the headset before you leave.

Note: Some headsets have a quick disconnect feature. You can do a quick disconnect instead of disconnecting the headset.

To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display):

1. Press the Not Ready Key.

2. Press the Hold Key.

3. Disconnect the headset.

To return from Walkaway:

1. Connect the headset.

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Avaya 1150E manual To return from Walkaway

Contents

Date October Avaya 1150E IP Deskphone User Guide 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 Context-sensitive soft keys are located Telephone controls 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 License notification Telephone display Audio and text message broadcast Call features and Flexible Feature Codes WML Browser support Condition Soft key WML softkey display Condition Soft key Managing your Station Control Password Scpw Security featuresUsing encrypted calling To change your Scpw Enable Password Protection To turn Password Protection on or offDisable Password Protection Mode Choose one of the following context Application text entry Entering text using the USB keyboardEntering and editing text USB keyboard function keys during telephone calls Entering text using the telephone dialpadEditing text using the context-sensitive soft keys Editing context-sensitive soft key description Part 1 To edit text with the context-sensitive soft keys Editing context-sensitive soft key description Part 2 Avaya 1150E IP Deskphone connections Connecting the components Before you begin Connecting the components of the phone 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 To install and configure VPN Installing and configuring 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 When Phone configuration complete is displayed, click Next Configure phone window Key Generates Confirmation & Finish window O M N O Telephone Options menu Configuring Telephone Options To use the Telephone Options menu Using the Telephone Options menu Telephone Options menu Adjusting the volume To adjust the display screen contrast Adjusting the display screen contrastSelecting a language Language… To select a date and time format Selecting date and time formatTo select a language To use Display diagnostics Accessing display diagnosticsChoosing a local dialpad tone Options menu To view phone information Viewing phone informationTo choose a local dialpad tone Selecting a headset type DiagnosticsTo view diagnostic information To select a headset type Configuring call log optionsConfiguring the Callers List log To log only unanswered calls New call indication off New call indication on Configuring New Call IndicationTo configure New Call Indication To configure Preferred Name Match Configuring Preferred Name MatchConfiguring Area Code Setup Preferred name match on Preferred name match off To configure default area codes maximum of three Ring type… Choosing a ring typeTo edit area code display To select a ring type Enabling or disabling Call TimerTo enable or disable Call Timer To turn the call indicator light on or off Setting the call indicator lightChanging feature key labels To rename the labels To restore the default labels Configuring the name display format To configure name display format Configuring Live DialpadTo configure Live Dialpad First name, last name Last name, first name Configuring Telephone Options Using the Password Admin menu Mode Choose one of the following context Navigation key functions in menus Part 1 Configuring Local Menu options Navigation key functions in menus Part 2 Navigation key functions in Edit mode Part 1Enter key Navigation key functions in dialog boxes Preferences submenu Changing 1. Display SettingsNavigation key functions in Edit mode Part 2 Contrast Sleep Display SettingsTo adjust Contrast or Sleep settings Changing 2. Language Changing 3. HeadsetsLanguage To select the language used in local menus Headsets Enabling HID CommandsTo enable HID Commands To select the active headset device Enabling USB Headset Select the Enable HID Commands checkboxTo enable USB headset Configuring Local Menu options Configuring Local Menu options Limitations and Advisories Avaya Mobile Headset Adapter properties Avaya Mobile Headset Adaptor elements and functions Configuring 4. Bluetooth To pair a wireless headset with your phone Configuring Local Menu options 100 101 102 103 104 Dual Pairing Headsets To switch between a wired headset and a wireless headset Interaction with wired headsets To unpair a wireless headset 108 Network Diagnostic Tools Local Diagnostics submenuIP Set Information Ethernet Statistics USB Devices IP Network StatisticsAdvanced Diag Tools License Information Select Network Configuration Network Configuration menuCertificate Information Dhcp Information To configure the WML Browser Lock Menu Agent login Call Center Agent/Supervisor FeaturesTo login as an agent Headset interface To login with Agent ID and MQA Login with Agent ID and Multiple Queue Assignment MQA To login without Supervisor ID Login without Supervisor IDWithout Priority With Priority To correct errors during the login procedure Default loginTo use the default login feature Example To logout Agent logout Use Activity Code Call Center Agent featuresAnswer Call Center calls To capture activities Call Forcing Emergency Key When you have an emergency situationUse Not Ready To be taken out of the queue Making non-ACD calls Activate Make Set BusyTo activate Make Set Busy To deactivate Make Set Busy To answer a non-ACD call Contact your supervisorTo call your supervisor To return to the ACD call Use Walkaway and Return from Walkaway To use the Walkaway featureTo Conference your Supervisor during a call in progress To Transfer to a supervisor, during a call in progress To return from Walkaway Press the key next to the flashing indicator Agent Keys Call Center Supervisor FeaturesLCD status indicators Answer Emergency Answer AgentTo disconnect an agent call To disconnect from the emergency call Use the Supervisor Observe Supervisor Headset Port Call AgentTo call an agent To leave Call Agent state Observe Agent To use the Supervisor Talk/Listen featureTo mute the Supervisor headset To observe an agent To leave the Observe state To talk to an agent you are observing To enter Night Service Night ServiceInterflow To activate Interflow To exit Night Service To transition to Night Service To make a call Avaya 1150E IP Deskphone non- ACD call featuresMake a call To use Predial Using Predial To use Auto Dial Using Auto DialTo display the Auto Dial number To store an Auto Dial number To use Ring Again Using Ring AgainTo call a Ring Again party when you receive notification Using Speed Call Using Last Number RedialTo cancel Ring Again before notification To use Last Number Redial Press the Speed Call Controller Key To store or change a Speed Call number To make a System Speed Call Using System Speed CallPress the Speed Call Controller Key or Using Hot Line Using Intercom callingTo use Hot Line To make an Intercom call To answer a call Answering a call To retrieve a call on hold While on an active callTo place a call on Hold Transferring a call To use the Transfer feature If the transferred call is not answered, your phone rings Using Timed Reminder RecallTo use Timed Reminder Recall Using Call Park Using Attendant RecallTo contact the attendant while on a call To park a call on a System Park DN To retrieve a parked call To park a call on a DN other than the System Park DN To record the calling party number or charge account number Calling Party Number/Charge AccountDisplaying incoming calls To use Call Trace while you are on a call Tracing a Malicious call Press the Individual Line DN Key To use Call Trace if you do not have a Call Trace KeyConference Key Using the buzz signal Additional Call FeaturesUsing Call Page Connect to make an announcement To buzz the phone linked to yours To disconnect from the paging system Charging a call or charging a forced call To charge a call in progress To charge a call to an account when you transfer a call Trans Press the Transfer Key when you hear Phone ring To use Enhanced Override Using Enhanced OverrideAlso assumes AHA CLS Automatic To use Forced Camp-on Using Forced Camp-onTo end the connection To answer a camped-on call Override FeatureTo override a busy/engaged signal Using Radio Using Privacy ReleaseTo use Privacy Release while on an established call To use Automatic Pre-selectionMeet me To use Automatic Post selection To make a voice call Using Voice CallTo use the Special Radio Paging features To use Voice Messaging controls Using the Voice Messaging control screensTo respond to a voice call 162 Press the Automatic Answerback Key Activate Automatic AnswerbackActivate Call Pickup To answer an incoming call in another Call Pickup Group Use Call Waiting If you do not have a Call Waiting Key To answer an incoming call while on another callTo return to your first phone call To view the number that your calls are being forwarded to Forward callsTo forward your calls To cancel Internal Call Forward To cancel Call ForwardForward internal calls only To forward your internal calls To activate Remote Call Forward Use Remote Call ForwardTo reinstate Internal Call Forward to the same number To cancel Remote Call Forward To unlock your phone Secure your phoneTo lock your phone To set up a conference call Set up a Conference callTo change your password must be done from your phone Join a call To disconnect a conferee Selectable Conferee Display and DisconnectTo view active conferees To call group members Use Group Call To answer a Group Call To end a Group Call Using Record On Demand key Using Save key To add an entry Additional phone featuresUsing the Personal Directory To edit an entry To search for an entry To delete an entry Using the Callers List To dial an entry To delete the entire Callers List Using the Redial List To delete the entire Redial List Logging in to Virtual Office Using Virtual Office Virtual soft key Using Virtual Office on your Remote phone Logged in to an Avaya 1150E IP Deskphone Using Virtual Office on your Office phone Office phone displays the message Logged Out Emergency calls on your Remote IP Deskphone Logging out of Virtual OfficeAutomatic log out from Virtual Office Troubleshooting Virtual Office Part 1 Troubleshooting Virtual Office Troubleshooting Virtual Office Part 2 Normal Mode Using Media Gateway 1000BTroubleshooting Virtual Office Part 3 Local Mode Using Test Local ModeUsing Resume Normal Mode Troubleshooting MG 1000B Part 1 Troubleshooting MG 1000B Troubleshooting MG 1000B Part 2 Quick Reference Feature Icon Services and Telephone Options menus 199 Quick Reference 200 Regulatory and safety information Jurisdiction Standard Description EMC compliance DenAn regulatory notice for Japan Other Regulatory and safety information 204 Public Domain Notice Third party terms GNU 207 208 209 210 211 212 OpenSSL 214 215 Zlib Copyright and Permission Notice Curl Libpng 219 Kernrandom ConvertUTF Wchar functions Libjpeg 224 Terms you should know Information display 227 228 Index 230 231 232