Avaya NN44400-120 manual Common agent functions on Agent Desktop, Placing a call on hold

Common agent functions on Agent Desktop

Common agent functions on Agent Desktop

This chapter describes how to work with active calls on an offsite Avaya Aura™ Agent Desktop. These actions are the same whether you are working in Permanent Connection or On Demand mode. They are identical to those for onsite agents using Agent Desktop.

Navigation

•Placing a call on hold (page 39)

•Releasing a call on hold (page 39)

•Using the conference feature to consult a colleague (page 40)

•Transferring a call (page 41)

•Conferencing in another agent (page 41)

•Conferencing in a supervisor (page 42)

•Calling your supervisor (page 42)

•Using the Emergency key (page 42)

Placing a call on hold

Place a call on hold to interrupt your current call. When you want to speak to the caller again, release the call from hold.

The contact timer on the work item changes to orange characters while the work item is on hold.

Procedure steps

Step Action

1On the work item, click Hold.

The call is placed on hold, the contact timer color changes to orange, and the Hold button changes to Unhold.

--End--

Releasing a call on hold

Release a call that you placed on hold when you want to speak to the caller again.

NN44400-120 Offsite Agent User Guide 26 November 2010 39