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NN44400-120
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Overview of the Offsite Agent desktop application
16
NN44400-120 Offsite Agent User Guide
26 November 2010
Contents
Main
Avaya Aura Offsite Agent
User Guide
NN44400-120
Copyright 2010 Avaya Inc. All Rights Reserved.
LICENSEINFO/
Contents
New in this release 5
Overview of the Offsite Agent desktop application 7
Offsite Agent user workflow 17 Preparing an offsite PC for Agent Desktop 21
Handling Telephony calls in Permanent Connection mode 29
4
Common agent functions on Agent Desktop 39
Troubleshooting Agent Desktop on Offsite Agent 45
New in this release
Features
Offsite Agent log on dialog changes
Improved user interface
New configuration options for Permanent Connection mode
Other changes
Overview of the Offsite Agent desktop application
Prerequisites
Offsite Agent Agent Desktop concepts
Offsite Agent Connection Modes
Accessing the Agent Desktop application
Identifying yourself as an offsite agent
Entering your access credentials
Logging on to the contact center
Using a PSTN telephone with Agent Desktop
10
The Agent Desktop client application
Work item paradigm
Top bar
Work list window
12
Action bar
User preferences
14
Offsite Agent dialog
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Installing the Agent Desktop prerequisites
Installing Agent Desktop
Creating a shortcut to the Agent Desktop
Starting Agent Desktop
Setting Agent Desktop to offsite mode
Logging on to Agent Desktop
26
Windows domain Offsite telephone number Supervisor telephone number
Variable definitions
Logging off from and exiting the Agent Desktop
Log off from the Agent Desktop when you are ready to exit the application.
Page
Handling Telephony calls in Permanent Connection mode
Changing your status to Ready
Changing your status to Not Ready
Accepting a call in Permanent Mode
Declining a call in Permanent Mode
Making a call in Permanent Connection mode
Ending a call
Handling Telephony calls in On Demand mode
Changing your status to Ready in On Demand mode
Changing your status to Not Ready in On Demand mode
Accepting a call
Declining a call
Making a call in On Demand mode
Ending a call
Page
Page
Common agent functions on Agent Desktop
Placing a call on hold
Releasing a call on hold
40
Using the conference feature to consult a colleague
Transferring a call
Conferencing in another agent
Conferencing in a supervisor
Calling your supervisor
Using the Emergency key
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Page
Troubleshooting Agent Desktop on Offsite Agent
Prerequisites for Offsite Agent troubleshooting
Navigation
I cannot get a connection to the Agent Desktop server
I am on a call but the Agent Desktop displays a new contact
Agent Desktop stops responding but my Permanent Mode connection stays up