Avaya NN44400-114 manual Contents

Contents

New in this release								7
Features 7
Improved user interface					7
Multiplicity 7
New contact types			8
Agent statistics		8
E-mail editor improvements						8
E-mail auto suggest			9
New usage modes			9
Web communications improvements							10
Other changes	10
Windows 7 support			10
Introduction								11
Agent Desktop User Interface								13
Work item paradigm 14
Top bar 14
Work list window		15
Action bar 16
User preferences		17
Using your Agent Desktop								19
Installing the Agent Desktop					19
Starting the Agent Desktop					20
Creating a shortcut to the Agent Desktop							21
Logging on to Agent Desktop when using a desktop phone 21
Logging on to Agent Desktop when using the softphone 22
Logging on to Agent Desktop of a SIP-enabled contact center 23
Changing your password				24
Muting and unmuting when using the softphone 25
Changing the audio settings for softphone								25
Configuring the audio devices for softphone								26
Changing your status to Ready						26
Changing your status to Not Ready 27
Accessing online help			27
Logging off from Agent Desktop						28
Telephony								29
Accepting a call	30
Declining a call	31
Entering an activity code				31
Placing a call on hold			32
Releasing a call on hold				32
Transferring a call		33

NN44400-114 Contact Center Agent Desktop 2 December 2010 3