New in this release
The following sections detail what is new in the Avaya Aura™ Agent Desktop User Guide
•Features (page 5)
•Other changes (page 6)
Features
See the following sections for information about feature changes:
•Offsite Agent log on dialog changes (page 5)
•Improved user interface (page 5)
•New configuration options for Permanent Connection mode (page 5)
Offsite Agent log on dialog changes
Offsite Agent now allows you to enter all required information on a single log on dialog. The option to add a supervisor number is also available on this dialog.
Improved user interface
The main Avaya Aura™ Agent Desktop user interface is based on a work item paradigm. Each
The work list window contains work items and buttons corresponding to the work item. The buttons and functions change depending on the items in the work list window. When a new contact arrives, Agent Desktop adds the new contact to the work list.
•A work item is a unit of work that is a collection of interactions with other parties. The party can be a customer, another agent, a supervisor or an expert.
•A work list is a collection of work items.
New configuration options for Permanent Connection mode
Offsite Agent now allows contact center administrators to choose between two configurations for agents using Permanent Connection mode: Force Answer and Accept Call.
Depending on the configuration applied by the Administrator, agents working in Permanent Connection mode either:
•hear a tone to alert them to the incoming call, which they must take (mimicing a forced call answer presentation class), or
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