Avaya NN44400-120 manual Changing your status to Ready in On Demand mode, Accepting a call

Handling Telephony calls in On Demand mode

Changing your status to Ready in On Demand mode

When you connect to Offsite Agent and log on to the contact center, by default your status is Not Ready. Set your status to Ready when you are available to receive customer calls.

Procedure steps

Step Action

1Select Go Ready from the Agent Status list.

Offsite Agent places you in Ready status. The top bar displays a Ready status message.

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Changing your status to Not Ready in On Demand mode

Change your status to Not Ready when you are temporarily unavailable to take calls. In On Demand mode you must do this if you use your offsite telephone for non-contact center calls (e.g., receiving a personal call).

You cannot enter a reason code in Offsite Agent.

Procedure steps

Step Action

1Select Go Not Ready from the Agent Status list.

Offsite Agent places you in Not Ready status. The top bar displays a Not Ready status message.

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Accepting a call

Accept telephone calls by lifting the handset on your telephone. (When used for Offsite Agent, Agent Desktop greys out the Accept button.)

Prerequisites

Attention: Depending on the capacity of your broadband connection and latency in the PSTN network, it is possible that the Agent Desktop response to an incoming call might not synchronize with the telephone ringing.

34 NN44400-120 Offsite Agent User Guide 26 November 2010