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Avaya manual End NN44400-120 Offsite Agent User Guide November 2010

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Troubleshooting Agent Desktop on Offsite Agent

Procedure steps

Step Action

1Hang up your telephone. The Offsite Agent application will immediately ring your telephone again.

2Answer your telephone and hang up.

3Repeat the previous step four more times within a fifteen-second period to fully disconnect from Offsite Agent.

4Exit the Agent Desktop application, and restart it.

5If you cannot connect to your Agent Desktop server, contact your contact center Administrator for guidance.

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NN44400-120 Offsite Agent User Guide

26 November 2010 47

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Avaya manual End NN44400-120 Offsite Agent User Guide November 2010

Contents

User Guide Copyright 2010 Avaya Inc All Rights Reserved Contents Common agent functions on Agent Desktop Offsite Agent log on dialog changes FeaturesNew configuration options for Permanent Connection mode New in this releaseWindows 7 support Other changesPrerequisites Overview of the Offsite Agent desktop applicationNavigation Identifying yourself as an offsite agent Accessing the Agent Desktop applicationOffsite Agent Agent Desktop concepts Offsite Agent Connection ModesLogging on to the contact center Entering your access credentialsUsing a Pstn telephone with Agent Desktop Work item paradigm Agent Desktop client applicationWork list window Top barWork item controls User preferences Action barOffsite Agent dialog Overview of the Offsite Agent desktop application Page Overview of Aaoa user tasks Offsite Agent user workflowNavigation Offsite Agent user workflow Page Preparing an offsite PC for Agent Desktop Agent Desktop offsite configuration steps22 NN44400-120 Offsite Agent User Guide November Prerequisites Installing the Agent Desktop prerequisitesInstalling Agent Desktop Procedure stepsStarting Agent Desktop Creating a shortcut to the Agent DesktopLogging on to Agent Desktop Setting Agent Desktop to offsite modePrerequisites Procedure steps 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 Changing your status to Not Ready Accepting a call in Permanent ModeChanging your status to Ready Declining a call in Permanent Mode Ending a call Making a call in Permanent Connection modeHandling Telephony calls in On Demand mode Accepting a call Changing your status to Ready in On Demand modeChanging 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 DesktopPlacing a call on hold Conference and Unhold buttons flash Using the conference feature to consult a colleagueConferencing in another agent Transferring a callCalling your supervisor Using the Emergency keyConferencing in a supervisor Common agent functions on Agent Desktop Page Prerequisites for Offsite Agent troubleshooting Troubleshooting Agent Desktop on Offsite AgentAm on a call but the Agent Desktop displays a new contact Cannot get a connection to the Agent Desktop serverEnd NN44400-120 Offsite Agent User Guide November 2010