Avaya NN44400-120 User Manuals

Table of Contents

• Contents

  3
• New in this release

  5
  • Features

    5
    • Offsite Agent log on dialog changes

      5
    • Improved user interface

      5
    • New configuration options for Permanent Connection mode

      5
  • Other changes

    6
    • Windows 7 support

      6
• Overview of the Offsite Agent desktop application

  7
  • Offsite Agent Agent Desktop concepts

    8
    • Offsite Agent Connection Modes

      8
    • Accessing the Agent Desktop application

      8
    • Identifying yourself as an offsite agent

      8
    • Entering your access credentials

      9
    • Logging on to the contact center

      9
    • Using a PSTN telephone with Agent Desktop

      9
  • The Agent Desktop client application

    10
    • Work item paradigm

      10
    • Top bar

      11
    • Work list window

      11
    • Action bar

      13
    • User preferences

      13
    • Offsite Agent dialog

      14
• Offsite Agent user workflow

  17
• Preparing an offsite PC for Agent Desktop

  21
  • Installing the Agent Desktop prerequisites

    23
  • Installing Agent Desktop

    23
  • Creating a shortcut to the Agent Desktop

    24
  • Starting Agent Desktop

    24
  • Setting Agent Desktop to offsite mode

    25
  • Logging on to Agent Desktop

    25
  • Logging off from and exiting the Agent Desktop

    27
• Handling Telephony calls in Permanent Connection mode

  29
  • Changing your status to Ready

    30
  • Changing your status to Not Ready

    30
  • Accepting a call in Permanent Mode

    30
  • Declining a call in Permanent Mode

    31
  • Making a call in Permanent Connection mode

    32
  • Ending a call

    32
• Handling Telephony calls in On Demand mode

  33
  • Changing your status to Ready in On Demand mode

    34
  • Changing your status to Not Ready in On Demand mode

    34
  • Accepting a call

    34
  • Declining a call

    35
  • Making a call in On Demand mode

    36
  • Ending a call

    36
• Common agent functions on Agent Desktop

  39
  • Placing a call on hold

    39
  • Releasing a call on hold

    39
  • Using the conference feature to consult a colleague

    40
  • Transferring a call

    41
  • Conferencing in another agent

    41
  • Conferencing in a supervisor

    42
  • Calling your supervisor

    42
  • Using the Emergency key

    42
• Troubleshooting Agent Desktop on Offsite Agent

  45
  • I cannot get a connection to the Agent Desktop server

    46
  • I am on a call but the Agent Desktop displays a new contact

    46
  • Agent Desktop stops responding but my Permanent Mode connection stays up

    46