Avaya NN44400-120 manual Logging on to the contact center, Entering your access credentials

Overview of the Offsite Agent desktop application

Entering your access credentials

For a successful connection to the contact center, the Offsite Agent server must have your agent details. When working offsite with Agent Desktop, you have an additional prompt at start up to collect these details. Depending on the settings of your particular Offsite Agent server, these will include some or all of the following:

•Offsite Agent agent id

•Corporate domain user name and password

•Your local telephone number

These details are normally available from your Offsite Agent administrator. For ease of use, Agent Desktop stores your previous entries (other than the password).

Logging on to the contact center

Once you have connected to the contact center, you log on using the controls on Agent Desktop. If you are operating in Permanent Connection mode, the Offsite Agent server initiates a call to your PSTN telephone. When you answer this call you are connected to the contact center, but you must still log on and make yourself Ready before you can take customer calls.

If you are operating in On Demand mode, you are immediately connected to the contact center, and you must log on and make yourself Ready before you can take customer calls.

Using a PSTN telephone with Agent Desktop

Using a PSTN telephone with Agent Desktop introduces some new practises that you must be aware of.

In Permanent Connection mode the Offsite Agent server makes a single call to the your telephone number once you enter your access credentials through Agent Desktop. Offsite Agent maintains this call for the duration of your shift, and bridges each customer call that the contact center queues to you onto your telephone line.

To prevent synchronization issues if you accidentally hang up your physical telephone, Offsite Agent implements an automatic recovery. Offsite Agent re-establishes the call and you can resume your work by answering the telephone. If you were on a customer call when this occurs, Offsite Agent returns you to the same customer call (if the customer has remained on the call). Offsite Agent allows you to hang up as many as four times in a fifteen-second period. If you hang up for a fifth time within this period, Offsite Agent will disconnect the call–in this case you must manually log off and exit Agent Desktop.

In On Demand mode the Offsite Agent server does not maintain a constant connection to your telephone: when Offsite Agent forwards a customer call to you, your telephone rings and you must physically answer the call on your telephone set.

NN44400-120 Offsite Agent User Guide 26 November 2010 9