Avaya NN44400-120

Offsite Agent user workflow

20 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 Page Page Page Page Page Page Page Page 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 Page 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