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Offsite Agent user workflow

Offsite Agent user tasks

Navigation

•Preparing an offsite PC for Agent Desktop (page 21)

•Handling Telephony calls in Permanent Connection mode (page 29)

•Handling Telephony calls in On Demand mode (page 33)

18 NN44400-120 Offsite Agent User Guide

26 November 2010

Image 18

Avaya NN44400-120 manual Navigation

Contents

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