Preparing an offsite PC for Agent Desktop | Avaya NN44400-120

Preparing an offsite PC for Agent Desktop

Preparing an offsite PC for Agent Desktop

This chapter describes how to prepare an offsite PC for Agent Desktop.

Agent Desktop offsite configuration steps

The following figure outlines the tasks to prepare your PC to support you working as an offsite agent. To link to any task, see Navigation (page 22)

NN44400-120 Offsite Agent User Guide

26 November 2010 21

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Avaya NN44400-120 manual Preparing an offsite PC for Agent Desktop, Agent Desktop offsite configuration steps

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 Overview of the Offsite Agent desktop application NavigationPrerequisites Offsite Agent Agent Desktop concepts Accessing the Agent Desktop applicationOffsite Agent Connection Modes Identifying yourself as an offsite agent Entering your access credentials Using a Pstn telephone with Agent DesktopLogging 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 Installing Agent Desktop Installing the Agent Desktop prerequisitesProcedure steps Prerequisites Starting Agent Desktop Creating a shortcut to the Agent Desktop Setting Agent Desktop to offsite mode Prerequisites Procedure stepsLogging 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 Accepting a call in Permanent Mode Changing your status to ReadyChanging 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 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 Conference and Unhold buttons flash Using the conference feature to consult a colleague Conferencing in another agent Transferring a call Using the Emergency key Conferencing in a supervisorCalling 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