Avaya NN44400-120 User Manual
Common agent functions on Agent Desktop
40
NN44400-120 Offsite Agent User Guide
26 November 2010
Procedure steps
Step
Action
1
On 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.
button changes to Hold.
--End--
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.
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.
then originate another call.
To temporarily hold a customer call and consult a colleague, use the Conference feature
on Agent Desktop.
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
1
On the work item, click Conference to place the customer on hold and open the
Conference window.
Conference window.
2
In the Conference window, in the Number box, type the number of the agent to
conference into the call.
conference into the call.
3
Click OK to begin the conference.
The Conference and Unhold buttons flash.
4
When 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.
Agent Desktop terminates the consult call and returns you to the customer call.
--End--