Contact Center buttons | Avaya 16-603463 manual

Appendix Contact Center

You are prompted by Enter job code in the display. Enter the appropriate job code and press the Send softkey. If you don't enter a correct job code in a certain time, you are reminded by Job code missing or by Invalid job code (if your input is wrong).

Requesting help of the supervisor

If you need help during a Contact Center call, there are two steps for requesting supervisor support: either silent monitoring (called Supervisor Assistance) or intervention moreover (called Supervisor Emergency). The supervisor can listen to your call or even cut into your call at any time.

Contact Center buttons

If you are an agent in a contact center, you have eight buttons and some function keys or softkeys to control its features. All buttons have two LEDs red and green as well as a paper label indicating their meanings.

CC function

Pressing this function key you open the Login dialog to enter your password for the Contact Center and to set the Auto answer mode (if you have the authority).

Sign on / Sign off

This button controls Sign on and Sign off to the selected agent group (toggle button). The according LED informs, when all the agent groups are signed off, or when the telephone system enforced a Sign off.

The involved agent softkeys are displayed as Sign on or Sign off simultaneously.

Red LED

off

blinking

blinking

blinking

Green LED

on

off

off

off

Description

when the agent is signed on all selected agent groups

when all agent groups are signed off

when the telephone system carried out forced Sign off

when the Pause state is activated, because all agent groups are signed off.

Job Code

If a job code is designed it can be optional or mandatory. This button controls its input. It is activated only when a job code is designed. Press this button to open the input dialog for an optional job code in the display.

Red LED

Green LED

Description

110 1408/1416 User Guide

January 2010

Image 110

Avaya 16-603463 manual Contact Center buttons, Requesting help of the supervisor

Contents

Issue 1.09 January 1408/1416 User Guide January Introduction Multiple conference Private User Mobility 109 Overview of phone buttons and features Introduction Name Description Overview of phone buttons and features About LEDs Function key LEDs Related topics Icons in the telephone displayPartner key LEDs Icon Description About this manual Calling an internal call number Making callsIntroduction to making calls Calling an external call number Calling a person from the phone book entry Calling with a destination keyCalling a person from the call log Press the Phone book / Contacts button Calling using the speakerphone Calling a person from a central phone book entry Requesting automatic callback Requesting automatic redialing Joining another call cut-in Making calls 18 1408/1416 User Guide January Answering a call Handling callsIntroduction to handling calls Answering a call ringing at another phone pick-up Deactivating your telephone display Putting a call on holdMuting a call Select new call to Transferring a callAnswering an additional call second call Turning second incoming call on or off Referring back during a call consultation call Diverting calls Call diversionIntroduction to call diversion Select Divert call Automatic call diversion Defining automatic call diversion Select Stop time Diverting calls automaticallySelect Start time Call diversion 26 1408/1416 User Guide January Preparing follow-me on your own telephone Follow-meIntroduction to follow-me Activating follow-me on another telephone Switching off follow-me on your own telephone Switching off follow-me on another telephone Making a conference call Three-party conferenceIntroduction to three-party conference calls Talking with one participant in a conference call Connecting conference participants with each other Ending the conference call Multiple conference Introduction to multiple conference calls Adding a participant to a multiple conference call Adding a participant by referring back Transferring a multiple conference call as controller Adding a waiting participant to a multiple conferenceAnswering a call in a multiple conference Ending the multiple conference call as controller Select Transfer conference 1408/1416 User Guide January 2010 Multiple conference 36 1408/1416 User Guide January Viewing the call log Managing the call logCall log Removing an entry from the call log Adding an entry from the call log to the phone book Creating a new entry in the phone book Managing the phone bookIntroduction to the phone book Editing an entry in the phone book Deleting an entry Managing the phone book 42 1408/1416 User Guide January Diverting calls to voicemail Voicemail SystemIntroduction to voicemail Managing voice messages Deleting all messages Select Delete all messages Introduction to partners Setting up partner namesPartners Assigning partners to another key Calling partnersAnswering a call for a partner Select Long name Select Hide/show partner keys Hiding partner keysSelect Change Partner position Activating partner beep Select Set partner beep Select Assign partner to DSS module Assigning partners on the button moduleDiverting your calls to a partner Select Partn. div. from my phone Diverting partner calls to your telephoneSelect Set/delete partner div … Select Partner div. to my phone Select Set partner division Diverting calls from one partner to anotherSelect Partnerdiv. from/to others Diverting partner calls to partners, extended Select CFF partner diversion key Select Set deputy key Setting the deputy keyAdding a partner to a partner group Select Expand partner group Removing a partner from a partner groupSelect Adapt partner group size Select Reduce partner group Reserving a line as executive line Restricting partner signalingSelect Restrict signaling Off Setting up a connection for a partner Filtering Dealing the filtering function as an executive Dealing the filtering function as a secretary Partners 58 1408/1416 User Guide January Private User Mobility Select PasswordPrivate User Mobility Logging on to the telephone Logging off the telephone Introduction to favorite screen Displaying the favorite screen in the idle modeFavorite screen Select Display/Acoustics Select Favorite screen active Off Entering a function into the favorite screenEntering a destination into the favorite screen Select Set function keys Select Press destination key Select Set destination keysSelect Edit destination key Favorite screen 64 1408/1416 User Guide January Customizing your telephone Setting parameters for your telephoneTurning acoustic signaling on or off Introduction to customizing your telephone Changing the acoustic signaling Select Set acoustics Internal calls External calls VIP calls Partner/Line Setting the ringing tone melodySelect Select ringer melody Adjusting the setting for handsfree operation Setting the contrast and the brightnessSetting the language Select Switch language Setting key beep tones to on or off Displaying your name and call number on your telephone Select Key beep off Displaying time zonesSaving emergency numbers Select Time zones Select Set emergency numbers Function and Destination keysFunction and destination keys Emergency destin. SOS Assigning functions to keys Confirm Set new destination with OK button Creating a destination keyAssigning a destination from the phone book to a key Changing an existing destination Select Copy phone book entry Delete destination key Delete entry Deleting key assignmentsSet destination keys Set function keys Call diversion 1 or Call diversion 2 or Call pick-up 1 or Setting up a macro diversion and pick-upSelect Set macro function Saving personal data Relocating the telephoneSaving personal data Select Save data Saving data locallySaving data locally automatically Select Save data locally Select Save data centrally Saving data centrallyAllowing/barring central data saving Select Save centrally Select Send VIP functions VIP functionsPreparing VIP functions Select Set VIP partner Setting up the secretary telephone Select sent to user Select receive from user off Using the VIP functions Select Anonymous Off Select Dial settingsMaking anonymous calls Select Applications Accepting calls automatically Handsfree answer backTurning direct dialing on or off Select Answer Call Turning Csta Answer Call on or off Select Answer Call Select Csta Answer Call Turning Csta Answer Call on or off Customizing your telephone 88 1408/1416 User Guide January Managing call charges Using the Avaya MenuIntroduction to the Avaya menu Introduction to call charges Deleting call charges Switching the charge display to unitsViewing the charge display Select Delete single counter Telephone lock Locking the telephoneRecording charges for private calls and projects Select Change PIN Changing the PINLocking the telephone Select Telephone locked Setting automatic lockingUnlocking the telephone Select Automatic locking Entering a new appointment Managing appointmentsAppointments reminders Select Appointments Deleting an appointment Acknowledging an appointmentViewing appointments 96 1408/1416 User Guide January Menu item in basic MenusMenu overview One menu level lower Appointments Charges Lock Menu settings overview Menu item in setting All possible functions are listed Dial settings Applications Security Sounding Test procedure All LEDs are switched on Calling remote using the system Appendix Remote featuresIntroduction to remote features Changing call diversion remotely Appendix Remote features Button module BM32 Auxiliary devicesIntroduction to auxiliary devices Using the button module BM32 Using a headset About operating cordless headsets 108 1408/1416 User Guide January Appendix Contact Center Logging into the Contact Center Contact Center buttons Requesting help of the supervisor Cancel Wrap-up time Supervisor Assistance Abbreviations CTI ELC MOD MSN PIN PUM TCM Tapi USB VIP Abbreviations 114 1408/1416 User Guide January Index Editing Partner Index VIP ringing tone