Chapter 7: Avaya IP Agent basic operations

This chapter contains information on the basic operations of Avaya IP Agent. This chapter includes the following topics:

Selecting an agent work mode on page 61

Handling incoming calls on page 63

Transferring a call on page 67

Conferencing calls on page 70

Handling outgoing calls on page 75

Selecting an agent work mode

During the course of placing calls, receiving calls, and performing work associated with those calls, work modes are used to indicate the availability of the agent or the work being performed.

Definitions of agent work modes

Auto-In and Manual-In

The Auto-Inand Manual-Inbuttons are used to place an agent in the AVAIL (Available) work mode so that the agent can receive calls.

If an agent is in Auto-Inmode and completes a call, the agent is automatically available to receive another call, or can be placed in After-Call Work (ACW) mode for an administered length of time. When the timed ACW interval expires, the agent is automatically returned to available status. If the agent tries to change agent modes while active on a call, the change is not made until the agent disconnects from the call.

If the agent is in Manual-Inmode and completes a call, the agent is automatically placed in After-Call Work (ACW) mode. To become available to receive another ACD call, the agent must manually select the Auto-Inor Manual-Inmode. If the agent tries to change agent modes while not on an active call, the change takes place immediately.

Avaya IP Agent Installation and User Guide for Citrix

June 2007 61

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Avaya 7 manual Avaya IP Agent basic operations, Selecting an agent work mode, Definitions of agent work modes