Avaya NN44400-120 manual Using the conference feature to consult a colleague

Common agent functions on Agent Desktop

Procedure steps

Step Action

1On the work item, click Unhold.

The call is taken off hold, the contact timer color changes to green, and the Unhold button changes to Hold.

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Using the conference feature to consult a colleague

In an onsite contact center, agents frequently use the Hold feature to temporarily hold a customer call while they consult a colleague. This consult could be speaking to some one at the next desk, or using the DN key on the telephone to place a call to an expert.

Offsite agents using a single line telephone will not be able to place a call on hold and then originate another call.

To temporarily hold a customer call and consult a colleague, use the Conference feature on Agent Desktop.

Prerequisites

•You are on a customer call.

•You know the number of the person you want to consult.

Procedure steps

Step Action

1On the work item, click Conference to place the customer on hold and open the Conference window.

2In the Conference window, in the Number box, type the number of the agent to conference into the call.

3Click OK to begin the conference.

The Conference and Unhold buttons flash.

4When you have finished speaking to the person you have consulted, click Unhold. Agent Desktop terminates the consult call and returns you to the customer call.

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40 NN44400-120 Offsite Agent User Guide 26 November 2010