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Avaya manual End NN44400-114 Contact Center Agent Desktop December 2010

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Outbound calls and callbacks

4When you complete the call, click Release.

5If required by your supervisor, enter an activity code in the Activity Code box, and then press Enter.

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NN44400-114 Contact Center Agent Desktop

2 December 2010 45

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Avaya manual End NN44400-114 Contact Center Agent Desktop December 2010

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents NN44400-114 Contact Center Agent Desktop December ContentsFax message Instant messaging 107 New in this release FeaturesNew in this release New contact typesMail auto suggest 10 NN44400-114 Contact Center Agent Desktop December Other changesPrerequisites IntroductionNavigation Introduction12 NN44400-114 Contact Center Agent Desktop December Example of Agent Desktop layout Agent Desktop User InterfaceTop bar Work item paradigmWork list window Command DescriptionTerminal Action Menu Example of work list layoutAction bar Action bar commands Icon Name DescriptionExample of Action bar layout 16 NN44400-114 Contact Center Agent Desktop DecemberUser preferences Page Using your Agent Desktop Installing the Agent DesktopStep Action Starting the Agent Desktop Using your Agent DesktopEnd 20 NN44400-114 Contact Center Agent Desktop DecemberCreating a shortcut to the Agent Desktop Logging on to Agent Desktop when using a desktop phoneStep Action Click Start, All Programs, Avaya Select Send To, Desktop create shortcut EndLogging 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 24 NN44400-114 Contact Center Agent Desktop December Changing your passwordChanging the audio settings for softphone Muting and unmuting when using the softphoneChanging your status to Ready Configuring the audio devices for softphoneChanging your status to Not Ready Accessing online helpClick Go Not Ready End NN44400-114 Contact Center Agent Desktop December 2010End 28 NN44400-114 Contact Center Agent Desktop December Logging off from Agent DesktopTelephony 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 Conferencing in another agent Transferring a callEnding a call Conferencing in a supervisorCalling your supervisor 34 NN44400-114 Contact Center Agent Desktop DecemberUsing 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 End 38 NN44400-114 Contact Center Agent Desktop December Ending your observationOutbound calls and callbacks Accepting an outbound contact Outbound calls and callbacksEnd 40 NN44400-114 Contact Center Agent Desktop December Placing an outbound call Declining an outbound contactUsing 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 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready statusChanging to Not Ready status when on a contact Handling a Predictive or Progressive callPredictive Outbound Click Go Not Ready Handling a Preview call Handling a Paced callPredictive Outbound End 52 NN44400-114 Contact Center Agent Desktop DecemberHandling a manual call Cancelling a call54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Click Conference Hanging-up and leaving a conference callEnd 58 NN44400-114 Contact Center Agent Desktop December Ending a contactStep Action Click Initiate a Call Originating a callPredictive Outbound Click Schedule Callback Schedule Callback fields Field Descriptions60 NN44400-114 Contact Center Agent Desktop December Handling a standard callback call 62 NN44400-114 Contact Center Agent Desktop December Handling a non-standard callback callEnd NN44400-114 Contact Center Agent Desktop December 2010 Page Example of e-mail toolbar Mail66 NN44400-114 Contact Center Agent Desktop December MailMail editing and formatting controls Control Function Following table shows the e-mail feature buttonsAccepting an incoming contact Declining an incoming contact68 NN44400-114 Contact Center Agent Desktop December Replying to an e-mail message Verifying customer information70 NN44400-114 Contact Center Agent Desktop December Click Create Email Creating an e-mail messageRemoving a name from the recipient list Using the address book to reply to a contactCreating a template response Defining your default template folderDefining your default attachment folder Using a template responseAdding an attachment to your e-mail response 74 NN44400-114 Contact Center Agent Desktop DecemberViewing e-mail attachments Removing an attachment from an e-mail responseStep Action Click Insert File End 76 NN44400-114 Contact Center Agent Desktop December Using the spelling checkerPostponing work on a contact Closing the e-mail contactTransferring a contact within the contact center Following up on a contactStep Action Click Follow-up Step Action Click TransferTransferring a contact outside the contact center Printing contact detailsClick Transfer End Mail 80 NN44400-114 Contact Center Agent Desktop December Accepting an incoming fax message Fax messageReviewing a fax message Declining an incoming fax messageReplying to a fax message Fax messageClosing a fax message Transferring a fax message Accepting an incoming scanned document message Scanned documentReviewing a scanned document message Declining an incoming scanned document messageScanned document End 86 NN44400-114 Contact Center Agent Desktop DecemberClosing a scanned document message Replying to a scanned document messageTransferring a scanned document Accepting an incoming voice mail message Voice mail messagesListening to a voice mail message Declining an incoming voice mail messageVoice mail messages End 90 NN44400-114 Contact Center Agent Desktop DecemberClosing a voice mail message Replying to a voice mail messageTransferring a voice mail message Accepting an incoming SMS text message Short Message Service text messageDeclining an incoming SMS text message Short Message Service text messageReplying to an SMS text message 94 NN44400-114 Contact Center Agent Desktop DecemberUsing 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 Web communications Accepting a Web communications contactDeclining a Web communications contact Customizing a tab nameAdding an auto-phrase to a chat message Sending a chat messagePushing a Web page to a customer Click the Send the Message iconStep Action Chat box, select Push the selected web page icon Transferring a chat sessionEnding the Text Chat session Conferencing a chat sessionClick Complete Conference 104 NN44400-114 Contact Center Agent Desktop DecemberSending the chat log in an e-mail message Page Prerequisites for instant messaging Instant messagingDeclining an instant message Accepting an instant messageInstant messaging 108 NN44400-114 Contact Center Agent Desktop DecemberSending an instant message Using an auto-phraseUsing spelling checker in an instant message Using suggested Web pagesViewing personnel using Contacts Presence 110 NN44400-114 Contact Center Agent Desktop DecemberClick Complete Transfer Transferring an instant message using Contacts PresenceConsulting on an instant message using Contacts Presence Conferencing an instant message using Contacts Presence112 NN44400-114 Contact Center Agent Desktop December Instant messaging Click Complete Conference Transferring an instant message using the work item controlEnding an instant message Conferencing an instant message using the work item controlClick Close Page Control Agent StatisticsViewing the Skillset statistic chart Accessing the Agent Statistics tabPrerequisites for Agent Statistics Agent StatisticsEnabling Service Level alerts Viewing the Agent statistic chartEnd 120 NN44400-114 Contact Center Agent Desktop December Using the Statistics TickerPrerequisites for working with customer and contact details Customer and contact detailsCustomer and contact details Creating a customer recordStep Action Customer Details window, click Create End 122 NN44400-114 Contact Center Agent Desktop DecemberSearching for a customer Adding or editing customer informationStep Action Click Customer Search Copying a CCT intrinsic Viewing a CCT intrinsicRunning a CCT intrinsic-associated application Viewing the Auto Launch ApplicationCustomer and contact details End Searching for a contactStep Action Click Contact Search 126 NN44400-114 Contact Center Agent Desktop DecemberViewing a contact Printing search resultsEnd 128 NN44400-114 Contact Center Agent Desktop December Opening a contactSelected contacts are highlighted blue Closing contacts supervisors only