About Agent Work Modes and Agent States

1.Enter your username/extension.

2.Press Enter or OK.

3.Enter your password.

4.Press Login or OK.

Agent login

If the telephone prompts you for your Username, you must first log in to the phone extension, as covered in Logging in to your telephone extension. Log in as an agent from the Phone screen.

1.Press the Login softkey.

2.Enter your Agent ID.

3.Press the Enter softkey or the OK button.

4.Enter your Agent Password, if applicable.

5.Press the Enter softkey or the OK button.

Agent logout

Once you are logged in as an agent, the Logout softkey appears whenever you are not active on a call. Depending on how your call center system is administered, a system- generated "forced" logout might occur, for example, based on the time of day.

1.Press the Logout softkey.

2.If required, enter a Reason Code for the logout.

3.Press the Enter softkey or the OK button.

Logging out of your telephone extension

1.Press the A button.

2.Scroll down and select Logout Extension? This option won't display if you are still logged in as an agent.

3.Press Select or OK.

4.Press Logout to confirm.

About Agent Work Modes and Agent States

When you are logged in as an agent, the top display line shows your current work mode and state, for example, Auto On-Call. Agent work modes are None, Auto-In, and Manual- In. Agent states are:

•Aux - You are usually placed in the Auxiliary state after agent login. You must change to Auto-In or Manual-In work mode to become available to receive incoming call center calls. You can change back to Aux to indicate you are not available to receive call center calls, for example, when you want to take a break. Depending on how your system is administered, you might be prompted to optionally or be required to enter a Reason Code when changing to Aux.

•ACW - Switch to ACW to perform after call work, such as completing a call-related form. The call distribution system automatically changes your agent state to ACW if you are in Manual-In mode or in Auto-In mode, where completing a call automatically switches you to ACW for a preset time period.

•On Call - This state is automatically assigned when you are active on a call.

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Avaya 16CC About Agent Work Modes and Agent States, Agent login, Agent logout, Logging out of your telephone extension
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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.
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