Avaya NN44400-120 Manuel D’Utilisation

This chapter describes tasks specific to handling customer calls on an offsite Avaya 
Aura™ Agent Desktop in On Demand mode. For tasks that are common to both Offsite 
Agent operating modes, see 

When using Offsite Agent in On Demand mode the following telephone tasks have some 
differences from normal onsite operation 

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Changing your status to Ready or Not Ready.

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Accepting and declining incoming contacts.

In On Demand mode you log on to Offsite Agent without taking your offsite telephone 
off hook, and you use the Agent Desktop controls to make yourself Ready or Not Ready. 
The Offsite Agent server creates a new call to your offsite telephone for each customer 
call that Contact Center Manager Server routes to you. Your telephone rings, and Agent 
Desktop displays the call status and details. However, you accept the call only by lifting 
your telephone handset.

If you need to use your offsite telephone to take a non-contact center call, or to make a 
personal call, you must remember to make your status Not Ready on Agent Desktop. If 
you remain in Ready status when your telephone is busy on a non-contact center call, 
Offsite Agent might still attempt to route a customer call to you. In such cases the Agent 
Desktop toolbar will indicate that a call is being presented. If the administrator has 
implemented the call presentation class recommended by Avaya for Offsite Agent, then 
the call will return to the queue when it is not answered.

When you receive a call on your telephone that is not a customer call, Offsite Agent 
cannot flag this. Agent Desktop can display call status and information only for contact 
center calls.

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