Offsite Agent user workflow | Avaya NN44400-120 specification

Offsite Agent user workflow

This chapter outlines the workflow for using the Offsite Agent packaged application as an offsite agent.

Overview of AAOA user tasks

This workflow shows the high-level tasks that an offsite agent using Offsite Agent will carry out. To link to any task go to Navigation (page 18)

NN44400-120 Offsite Agent User Guide

26 November 2010 17

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Avaya NN44400-120 manual Offsite Agent user workflow, Overview of Aaoa user tasks

Contents

User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop New configuration options for Permanent Connection mode FeaturesNew in this release Offsite Agent log on dialog changes Windows 7 support Other changes Prerequisites Overview of the Offsite Agent desktop applicationNavigation Offsite Agent Agent Desktop concepts Accessing the Agent Desktop applicationOffsite Agent Connection Modes Identifying yourself as an offsite agent Logging on to the contact center Entering your access credentialsUsing a Pstn telephone with Agent Desktop Work item paradigm Agent Desktop client application Work list window Top bar Work item controls User preferences Action bar Offsite Agent dialog Overview of the Offsite Agent desktop application Page Overview of Aaoa user tasks Offsite Agent user workflow Navigation Offsite Agent user workflow Page Preparing an offsite PC for Agent Desktop Agent Desktop offsite configuration steps 22 NN44400-120 Offsite Agent User Guide November Installing Agent Desktop Installing the Agent Desktop prerequisitesProcedure steps Prerequisites Starting Agent Desktop Creating a shortcut to the Agent Desktop Logging on to Agent Desktop Setting Agent Desktop to offsite modePrerequisites Procedure steps End 26 NN44400-120 Offsite Agent User Guide November Variable definitions Logging off from and exiting the Agent DesktopPage Handling Telephony calls in Permanent Connection mode Changing your status to Not Ready Accepting a call in Permanent ModeChanging your status to Ready Declining a call in Permanent Mode Ending a call Making a call in Permanent Connection mode Handling Telephony calls in On Demand mode Accepting a call Changing your status to Ready in On Demand modeChanging your status to Not Ready in On Demand mode Declining a call Making a call in On Demand mode Procedure steps Page Releasing a call on hold Common agent functions on Agent DesktopPlacing a call on hold Conference and Unhold buttons flash Using the conference feature to consult a colleague Conferencing in another agent Transferring a call Calling your supervisor Using the Emergency keyConferencing in a supervisor Common agent functions on Agent Desktop Page Prerequisites for Offsite Agent troubleshooting Troubleshooting Agent Desktop on Offsite Agent Am on a call but the Agent Desktop displays a new contact Cannot get a connection to the Agent Desktop server End NN44400-120 Offsite Agent User Guide November 2010