Accepting a call, Telephony | Avaya NN44400-114 manual

Telephony

•Enter DTMF Digits

Navigation

•Accepting a call (page 30)

•Declining a call (page 31)

•Entering an activity code (page 31)

•Placing a call on hold (page 32)

•Releasing a call on hold (page 32)

•Transferring a call (page 33)

•Conferencing in another agent (page 33)

•Conferencing in a supervisor (page 34)

•Ending a call (page 34)

•Calling your supervisor (page 34)

•Making a call (page 35)

•Using DTMF digits (page 35)

•Using the Emergency key (page 36)

•Observing a call (page 36)

•Ending your observation (page 38)

•Barging in on a call (page 37)

Accepting a call

Accept and work with telephone calls. The relevant work item controls become active and the call timer appears in the work item.

If your administrator configured your contact center to run in Force Call mode, you must handle all contacts presented to you.

Prerequisites

•Ensure that you are in Ready state.

•Ensure that you have a skillset designated to handle telephone calls.

Procedure steps

Step Action

1On the Agent Desktop, select the new alerting work item and click the Accept work item control.

30 NN44400-114 Contact Center Agent Desktop

2 December 2010

Image 30

Avaya manual Accepting a call, Telephony, 30 NN44400-114 Contact Center Agent Desktop December

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents Contents NN44400-114 Contact Center Agent Desktop December Fax message Instant messaging 107 Features New in this release New contact types New in this release Mail auto suggest Other changes 10 NN44400-114 Contact Center Agent Desktop December Introduction Prerequisites Navigation Introduction12 NN44400-114 Contact Center Agent Desktop December Agent Desktop User Interface Example of Agent Desktop layout Work item paradigm Top bar Terminal Action Menu Command DescriptionWork list window Example of work list layout Example of Action bar layout Action bar commands Icon Name DescriptionAction bar 16 NN44400-114 Contact Center Agent Desktop December User preferences Page Using your Agent Desktop Installing the Agent DesktopStep Action End Using your Agent DesktopStarting the Agent Desktop 20 NN44400-114 Contact Center Agent Desktop December Step Action Click Start, All Programs, Avaya Logging on to Agent Desktop when using a desktop phoneCreating a shortcut to the Agent Desktop Select Send To, Desktop create shortcut End Logging on to Agent Desktop when using the softphone Description Value22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop of a SIP-enabled contact center Changing your password 24 NN44400-114 Contact Center Agent Desktop December Muting and unmuting when using the softphone Changing the audio settings for softphone Configuring the audio devices for softphone Changing your status to Ready Click Go Not Ready Accessing online helpChanging your status to Not Ready End NN44400-114 Contact Center Agent Desktop December 2010 Logging off from Agent Desktop End 28 NN44400-114 Contact Center Agent Desktop December Telephony Accepting a call Telephony30 NN44400-114 Contact Center Agent Desktop December Declining a call Entering an activity codeTelephony End Placing a call on hold Releasing a call on holdEnd 32 NN44400-114 Contact Center Agent Desktop December Transferring a call Conferencing in another agent Calling your supervisor Conferencing in a supervisorEnding a call 34 NN44400-114 Contact Center Agent Desktop December Using Dtmf digits Making a callClick Initiate Call again Using the Emergency key Observing a call36 NN44400-114 Contact Center Agent Desktop December Barging in on a call Ending your observation End 38 NN44400-114 Contact Center Agent Desktop December Outbound calls and callbacks Accepting an outbound contact Outbound calls and callbacksEnd 40 NN44400-114 Contact Center Agent Desktop December Declining an outbound contact Placing an outbound call Using a script Recording the result42 NN44400-114 Contact Center Agent Desktop December Ending the call Scheduling a callbackStep Action Click the Disposition codes tab Calling the customer Step Action Click Schedule Callback44 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound Prerequisites for Predictive Outbound Predictive Outbound48 NN44400-114 Contact Center Agent Desktop December Changing to Ready status Click Go ReadyPredictive Outbound statuses Description Actions Allowed Changing to Not Ready status 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready status when on a contact Handling a Predictive or Progressive callPredictive Outbound Click Go Not Ready Predictive Outbound End Handling a Paced callHandling a Preview call 52 NN44400-114 Contact Center Agent Desktop December Cancelling a call Handling a manual call 54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Hanging-up and leaving a conference call Click Conference Ending a contact End 58 NN44400-114 Contact Center Agent Desktop December Originating a call Step Action Click Initiate a Call Predictive Outbound Click Schedule Callback Schedule Callback fields Field Descriptions60 NN44400-114 Contact Center Agent Desktop December Handling a standard callback call Handling a non-standard callback call 62 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Mail Example of e-mail toolbar Mail 66 NN44400-114 Contact Center Agent Desktop December Following table shows the e-mail feature buttons Mail editing and formatting controls Control Function Accepting an incoming contact Declining an incoming contact68 NN44400-114 Contact Center Agent Desktop December Verifying customer information Replying to an e-mail message 70 NN44400-114 Contact Center Agent Desktop December Creating an e-mail message Click Create Email Using the address book to reply to a contact Removing a name from the recipient list Defining your default template folder Creating a template response Adding an attachment to your e-mail response Using a template responseDefining your default attachment folder 74 NN44400-114 Contact Center Agent Desktop December Viewing e-mail attachments Removing an attachment from an e-mail responseStep Action Click Insert File Using the spelling checker End 76 NN44400-114 Contact Center Agent Desktop December Closing the e-mail contact Postponing work on a contact Step Action Click Follow-up Following up on a contactTransferring a contact within the contact center Step Action Click Transfer Transferring a contact outside the contact center Printing contact detailsClick Transfer End Mail 80 NN44400-114 Contact Center Agent Desktop December Fax message Accepting an incoming fax message Replying to a fax message Declining an incoming fax messageReviewing a fax message Fax message Closing a fax message Transferring a fax message Scanned document Accepting an incoming scanned document message Scanned document Declining an incoming scanned document messageReviewing a scanned document message End 86 NN44400-114 Contact Center Agent Desktop December Replying to a scanned document message Closing a scanned document message Transferring a scanned document Voice mail messages Accepting an incoming voice mail message Voice mail messages Declining an incoming voice mail messageListening to a voice mail message End 90 NN44400-114 Contact Center Agent Desktop December Replying to a voice mail message Closing a voice mail message Transferring a voice mail message Short Message Service text message Accepting an incoming SMS text message Replying to an SMS text message Short Message Service text messageDeclining an incoming SMS text message 94 NN44400-114 Contact Center Agent Desktop December Using the spelling checker Closing an SMS text message contact Transferring an SMS text message96 NN44400-114 Contact Center Agent Desktop December Short Message Service text message Page Web communications Accepting a Web communications contact Web communications Customizing a tab name Declining a Web communications contact Pushing a Web page to a customer Sending a chat messageAdding an auto-phrase to a chat message Click the Send the Message icon Transferring a chat session Step Action Chat box, select Push the selected web page icon Click Complete Conference Conferencing a chat sessionEnding the Text Chat session 104 NN44400-114 Contact Center Agent Desktop December Sending the chat log in an e-mail message Page Instant messaging Prerequisites for instant messaging Instant messaging Accepting an instant messageDeclining an instant message 108 NN44400-114 Contact Center Agent Desktop December Using an auto-phrase Sending an instant message Viewing personnel using Contacts Presence Using suggested Web pagesUsing spelling checker in an instant message 110 NN44400-114 Contact Center Agent Desktop December Transferring an instant message using Contacts Presence Click Complete Transfer Consulting on an instant message using Contacts Presence Conferencing an instant message using Contacts Presence112 NN44400-114 Contact Center Agent Desktop December Transferring an instant message using the work item control Instant messaging Click Complete Conference Conferencing an instant message using the work item control Ending an instant message Click Close Page Agent Statistics Control Prerequisites for Agent Statistics Accessing the Agent Statistics tabViewing the Skillset statistic chart Agent Statistics Viewing the Agent statistic chart Enabling Service Level alerts Using the Statistics Ticker End 120 NN44400-114 Contact Center Agent Desktop December Customer and contact details Prerequisites for working with customer and contact details Step Action Customer Details window, click Create Creating a customer recordCustomer and contact details End 122 NN44400-114 Contact Center Agent Desktop December Searching for a customer Adding or editing customer informationStep Action Click Customer Search Viewing a CCT intrinsic Copying a CCT intrinsic Viewing the Auto Launch Application Running a CCT intrinsic-associated application Step Action Click Contact Search Searching for a contactCustomer and contact details End 126 NN44400-114 Contact Center Agent Desktop December Printing search results Viewing a contact Opening a contact End 128 NN44400-114 Contact Center Agent Desktop December Closing contacts supervisors only Selected contacts are highlighted blue