Setting up a conference call

Sending an incoming call to voice mail

Press the To Vmail softkey to send an incoming call directly to voicemail. If your telephone does not display a To Vmail softkey, your administrator has not made this feature available.

Ignoring an incoming call

Press the Ignore softkey to turn off the ringer for an incoming call.

Muting a Call

When the call is muted, the Mute button light is on and the top line displays the Mute icon.

1.Press the Mute button during a call so that the other person cannot hear you.

2.Press the Mute button again to unmute the call.

Putting a Call on Hold

1.Press Phone/Exit to view the main Phone screen, if necessary.

2.If you are not active on the line you want to put on hold, select that line.

3.Press Hold.

Note:

A hold timer may display when you put a call on hold. For more information, see Turning the call timer on or off.

4.Press Resume or the line button of the held call to retrieve the call.

Transferring a Call

1.From the Phone screen, select the line you want to transfer.

2.Press Transfer.

3.Dial the telephone number, or call the person from the Contacts list, or call the person from the Call Log list.

4.Press Complete or Transfer to transfer the call.

Conference Calls

You can use conference calls to speak with up to five people in different locations on the same call. Additional conferencing options may be available through Expanded Meet-Me Conferencing. Contact your system administrator for more information about this feature.When logged in as an agent, you can conference a work-related (call center) call with a regular call. When the conference ends, the Agent screen displays again.

Setting up a conference call

1.From the Phone screen, select your active call.

2.Press .

3.Dial the telephone number,or call the person from the Contacts list, or call the person from the Call Log list.

4.When the person answers, press Join to add the person to the existing call.

5.Press Add and repeat these steps to add another person to the conference call.

16 Avaya Agent Deskphone 16CC User Guide

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Avaya 16CC manual Sending an incoming call to voice mail, Ignoring an incoming call, Muting a Call, Putting a Call on Hold
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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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