Avaya NN44400-120 manual Action bar, User preferences

Overview of the Offsite Agent desktop application

Only appropriate controls are displayed on work items. Voice-related controls are displayed only on a voice work item. IM related controls are displayed only on an IM work item.

Action bar

The Action bar contains global controls to create a new work item, to search contacts, and to open secondary windows. The Action bar stays at the bottom of the Agent Desktop window and remains at the bottom as the window expands.

Example of an Action bar layout

Use the Action bar at the bottom of the main interface to make new contacts. New voice, IM, or e-mail contacts are collectively called new work in the Work Item Paradigm.

Action bar commands

Icon	Name	Description
	Customer Details	View customer details.
	Contact Presence	Contact presence.
	Initiate Contact	Start a new work item. When you originate
		a voice call as an offsite agent, you use the
		same dialling as you would if you were
		onsite. In Permanent Connection mode this
		function operates in the normal manner. In
		On Demand mode you leave the telephone
		on-hook when you use Originate, your
		telephone rings, and Offsite Agent makes
		the outbound call when you answer.
	Call Supervisor	Call your supervisor.
	DTMF	Generate DTMF tones.
	Contact Search	Search for contacts.
	Customer Search	Search for customers.
	Schedule Callback	Schedule callback.
	Agent Statistics	Display agent statistics scroll bar.

User preferences

Use the User Settings page, under the User Preferences menu, to select template locations, enable the spelling checker, define an e-mail signature, or change your password.

NN44400-120 Offsite Agent User Guide 26 November 2010 13