Manuals
/
Avaya
/
Computer Equipment
/
Switch
Avaya
NN44400-120
manual
Models:
NN44400-120
1
38
48
48
Download
48 pages
38.69 Kb
35
36
37
38
39
40
41
42
<
>
Install
Prerequisites Procedure steps
Features
Using the Emergency key
Page 38
Image 38
Handling Telephony calls in On Demand mode
38
NN44400-120
Offsite Agent User Guide
26 November 2010
Page 37
Page 39
Page 38
Image 38
Page 37
Page 39
Contents
User Guide
Copyright 2010 Avaya Inc All Rights Reserved
Contents
Common agent functions on Agent Desktop
New in this release
Features
New configuration options for Permanent Connection mode
Offsite Agent log on dialog changes
Other changes
Windows 7 support
Prerequisites
Overview of the Offsite Agent desktop application
Navigation
Offsite Agent Connection Modes
Accessing the Agent Desktop application
Offsite Agent Agent Desktop concepts
Identifying yourself as an offsite agent
Logging on to the contact center
Entering your access credentials
Using a Pstn telephone with Agent Desktop
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 prerequisites
Installing Agent Desktop
Prerequisites
Creating a shortcut to the Agent Desktop
Starting Agent Desktop
Logging on to Agent Desktop
Setting Agent Desktop to offsite mode
Prerequisites Procedure steps
End 26 NN44400-120 Offsite Agent User Guide November
Logging off from and exiting the Agent Desktop
Variable definitions
Page
Handling Telephony calls in Permanent Connection mode
Changing your status to Not Ready
Accepting a call in Permanent Mode
Changing your status to Ready
Declining a call in Permanent Mode
Making a call in Permanent Connection mode
Ending a call
Handling Telephony calls in On Demand mode
Accepting a call
Changing your status to Ready in On Demand mode
Changing your status to Not Ready in On Demand mode
Declining a call
Making a call in On Demand mode
Procedure steps
Page
Releasing a call on hold
Common agent functions on Agent Desktop
Placing a call on hold
Using the conference feature to consult a colleague
Conference and Unhold buttons flash
Transferring a call
Conferencing in another agent
Calling your supervisor
Using the Emergency key
Conferencing in a 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
