Supervisor Assistance | Avaya 16-603463 specification

Appendix Contact Center

The LEDs are off.

Supervisor Assistance

This toggle button controls your request for silent Supervisor Assistance. To withdraw your request press it once more.

Red LED

blinking

off

Green LED

off

on

Description

when you have requested silent Supervisor Assistance.

when the supervisor is listening via Silent Monitoring / Coaching .

Supervisor Emergency

This toggle button controls your request for intervention, called Supervisor Emergency. To withdraw your request press it once more.

Red LED

blinking

off

Green LED

off

on

Description

when you have requested intervention, called Supervisor Emergency.

when the supervisor has cut-in via Cut-In .

Select Agent group

This softkey controls the selection of at most five agent groups, for which the agent wants to sign on or sign off. If the agent has signed on one agent group at least, this softkey manages Sign on or Sign off for additional agent groups, you don't have to use the Sign on / off button.

Icon

X

1,2,..,5

xx

blinking

blinking

Description

you have selected this agent group, but you don't have signed on so far.

you are signed on this agent group

index for this agent group at your telephone

number of calls in the waiting filed (at most 99)

urgent information first level, alternating with the number of calls in the waiting filed

urgent information second level, alternating with the number of calls in the waiting filed

112 1408/1416 User Guide

January 2010

Image 112

Avaya 16-603463 manual Supervisor Assistance

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 Icons in the telephone display Partner key LEDsRelated topics Icon Description About this manual Making calls Introduction to making callsCalling an internal call number Calling an external call number Calling with a destination key Calling a person from the call logCalling a person from the phone book entry 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 Handling calls Introduction to handling callsAnswering a call Answering a call ringing at another phone pick-up Muting a call Putting a call on holdDeactivating your telephone display Answering an additional call second call Transferring a callSelect new call to Turning second incoming call on or off Referring back during a call consultation call Call diversion Introduction to call diversionDiverting calls Select Divert call Automatic call diversion Defining automatic call diversion Select Start time Diverting calls automaticallySelect Stop time Call diversion 26 1408/1416 User Guide January Follow-me Introduction to follow-mePreparing follow-me on your own telephone Activating follow-me on another telephone Switching off follow-me on your own telephone Switching off follow-me on another telephone Three-party conference Introduction to three-party conference callsMaking a conference call 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 Answering a call in a multiple conference Adding a waiting participant to a multiple conferenceTransferring a multiple conference call as controller Ending the multiple conference call as controller Select Transfer conference 1408/1416 User Guide January 2010 Multiple conference 36 1408/1416 User Guide January Call log Managing the call logViewing the call log Removing an entry from the call log Adding an entry from the call log to the phone book Introduction to the phone book Managing the phone bookCreating a new entry in the phone book Editing an entry in the phone book Deleting an entry Managing the phone book 42 1408/1416 User Guide January Voicemail System Introduction to voicemailDiverting calls to voicemail Managing voice messages Deleting all messages Select Delete all messages Partners Setting up partner namesIntroduction to partners Calling partners Answering a call for a partnerAssigning partners to another key Select Long name Select Change Partner position Hiding partner keysSelect Hide/show partner keys Activating partner beep Select Set partner beep Diverting your calls to a partner Assigning partners on the button moduleSelect Assign partner to DSS module Diverting partner calls to your telephone Select Set/delete partner div …Select Partn. div. from my phone Select Partner div. to my phone Select Partnerdiv. from/to others Diverting calls from one partner to anotherSelect Set partner division Diverting partner calls to partners, extended Select CFF partner diversion key Adding a partner to a partner group Setting the deputy keySelect Set deputy key Removing a partner from a partner group Select Adapt partner group sizeSelect Expand partner group Select Reduce partner group Select Restrict signaling Off Restricting partner signalingReserving a line as executive line 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 Select Password Private User MobilityPrivate User Mobility Logging on to the telephone Logging off the telephone Displaying the favorite screen in the idle mode Favorite screenIntroduction to favorite screen Select Display/Acoustics Entering a function into the favorite screen Entering a destination into the favorite screenSelect Favorite screen active Off Select Set function keys Select Edit destination key Select Set destination keysSelect Press destination key Favorite screen 64 1408/1416 User Guide January Setting parameters for your telephone Turning acoustic signaling on or offCustomizing your telephone Introduction to customizing your telephone Changing the acoustic signaling Select Set acoustics Select Select ringer melody Setting the ringing tone melodyInternal calls External calls VIP calls Partner/Line Setting the contrast and the brightness Setting the languageAdjusting the setting for handsfree operation Select Switch language Setting key beep tones to on or off Displaying your name and call number on your telephone Displaying time zones Saving emergency numbersSelect Key beep off Select Time zones Function and Destination keys Function and destination keysSelect Set emergency numbers Emergency destin. SOS Assigning functions to keys Assigning a destination from the phone book to a key Creating a destination keyConfirm Set new destination with OK button Changing an existing destination Select Copy phone book entry Set destination keys Set function keys Deleting key assignmentsDelete destination key Delete entry Select Set macro function Setting up a macro diversion and pick-upCall diversion 1 or Call diversion 2 or Call pick-up 1 or Saving personal data Relocating the telephoneSaving personal data Saving data locally Saving data locally automaticallySelect Save data Select Save data locally Saving data centrally Allowing/barring central data savingSelect Save data centrally Select Save centrally VIP functions Preparing VIP functionsSelect Send VIP functions Select Set VIP partner Setting up the secretary telephone Select sent to user Select receive from user off Using the VIP functions Making anonymous calls Select Dial settingsSelect Anonymous Off Accepting calls automatically Handsfree answer back Turning direct dialing on or offSelect Applications 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 Using the Avaya Menu Introduction to the Avaya menuManaging call charges Introduction to call charges Switching the charge display to units Viewing the charge displayDeleting call charges Select Delete single counter Recording charges for private calls and projects Locking the telephoneTelephone lock Locking the telephone Changing the PINSelect Change PIN Setting automatic locking Unlocking the telephoneSelect Telephone locked Select Automatic locking Managing appointments Appointments remindersEntering a new appointment Select Appointments Viewing appointments Acknowledging an appointmentDeleting an appointment 96 1408/1416 User Guide January Menus Menu overviewMenu item in basic 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 Appendix Remote features Introduction to remote featuresCalling remote using the system Changing call diversion remotely Appendix Remote features Introduction to auxiliary devices Auxiliary devicesButton module BM32 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