Offsite Agent user workflow | Avaya NN44400-120 guide

Offsite Agent user workflow

•Common agent functions on Agent Desktop (page 39)

•Troubleshooting Agent Desktop on Offsite Agent (page 45)

NN44400-120 Offsite Agent User Guide

26 November 2010 19

Image 19

Avaya NN44400-120 manual Offsite Agent user workflow

Contents

User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop Offsite Agent log on dialog changes FeaturesNew configuration options for Permanent Connection mode New in this release Windows 7 support Other changes Navigation Overview of the Offsite Agent desktop applicationPrerequisites Identifying yourself as an offsite agent Accessing the Agent Desktop applicationOffsite Agent Agent Desktop concepts Offsite Agent Connection Modes Using a Pstn telephone with Agent Desktop Entering your access credentialsLogging on to the contact center 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 Prerequisites Installing the Agent Desktop prerequisitesInstalling Agent Desktop Procedure steps Starting Agent Desktop Creating a shortcut to the Agent Desktop Prerequisites Procedure steps Setting Agent Desktop to offsite modeLogging on to Agent Desktop 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 Ready Accepting a call in Permanent ModeChanging your status to Not Ready Declining a call in Permanent Mode Ending a call Making a call in Permanent Connection mode Handling Telephony calls in On Demand mode Changing your status to Not Ready in On Demand mode Changing your status to Ready in On Demand modeAccepting a call Declining a call Making a call in On Demand mode Procedure steps Page Placing a call on hold Common agent functions on Agent DesktopReleasing a call on hold Conference and Unhold buttons flash Using the conference feature to consult a colleague Conferencing in another agent Transferring a call Conferencing in a supervisor Using the Emergency keyCalling your 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