Handling incoming calls
Handling incoming calls
This section describes those functions that you will be using every day when you receive an incoming call at your station, including answering a call and holding a call.
This section includes the following topics:
●Answering a call on page 63
●Holding a call on page 65
●Releasing a call on page 66
●Dropping a call on page 67
Answering a call
Answering a call depends on how the Avaya communication server and the network are administered. Each contact center environment is different, which can affect the way agents answer calls. Avaya suggests that each contact center evaluate its configuration and instruct agents on the best way to answer calls with Avaya IP Agent. There are too many possible Avaya IP Agent configurations to list them in this document. The following are some suggested procedures on answering calls for different configurations.
Configuration settings for Telecommuter
The following list provides the options to set for this configuration:
●Agent Administration for
●Station Administration for
●Station Administration has service link set to
●Each time a call is received, the analog or DCP telephone that provides the voice path will ring. The personal computer will also emit a ringing sound if you have configured Avaya IP Agent to do so.
●Your Central Office (CO) must have the Answer Supervision feature. Contact your telecommunication provider for more information.
Steps for answering Telecommuter calls
To answer a call for this configuration:
1.The agent should wait for the telephone to ring and then answer it. Answering of the telephone will automatically be detected through Avaya IP Agent.
Avaya IP Agent Installation and User Guide for Citrix | June 2007 63 |
