Avaya NN44400-114 Manuel D’Utilisation

The main Agent Desktop user interface is based on a work item paradigm. Each 
agent-to-customer interaction is a work item. Work items appear on the Agent 
Desktop work list. If you perform another interaction associated with that work 
item (for example, an IM consultation with an expert), then that interaction is 
displayed as part of the original work item. 

The work list consists of work items and control buttons corresponding to the 
work item. The controls and functions change depending on the work list window 
behavior. When a new contact arrives, Agent Desktop adds the new contact as 
a work item to the work list.

The Top bar appears at the top of the Agent Desktop window. The Top bar 
provides the system status and main controls to operate Agent Desktop. 

The agent status icon appears on the top left corner of the Agent Desktop Top 
bar. It shows the agent status, agent name, agent login ID, and agent dialable 
number.

The Top bar has the following icons:

Use the Terminal Action menu to perform the following tasks:

Mute / Unmute

Place the call on mute while using the 
computer (softphone) to place and 
receive calls. Use the same button to 
unmute.

Terminal action

Access Emergency, Observe and 
Intrinsics controls

User preferences Access user preferences and change 

audio settings for the softphone.

Agent status

Select agent status

Help

Access help information