Avaya NN44400-114 Manuel D’Utilisation

This chapter describes how to handle incoming telephone calls from customers 
by using Avaya Aura™ Agent Desktop.

You can use the Agent Desktop to perform the following telephony tasks:

•

Accept and decline incoming contacts.

•

Enter an activity code.

•

Place and release a call on hold.

•

Transfer a call to another party.

•

Conference a call.

•

Make a call.

•

End a call.

•

Call a supervisor.

•

Handle an emergency. 

Although you can use your phone to perform certain tasks, Avaya recommends 
that you use Agent Desktop to perform all telephony tasks, such as logging on 
or off, changing your ready status, accepting or rejecting a call, placing a 
customer on hold, transferring a customer, calling a supervisor, and releasing a 
call. 

In a SIP-enabled contact center there are some telephony tasks that are not 
available on the agent phones. You must perform the following telephony tasks 
using Agent Desktop:

•

Enter Activity codes

•

Call a supervisor

•

Observe a call (Supervisor only)

•

Barge-In on a call (Supervisor only)

You can perform all other telephony tasks using Agent Desktop, or the phone. 
These tasks are:

•

Accept and decline incoming contacts

•

Place and release a call on hold

•

Transfer a call to another party

•

Conference a call

•

Make a call

•

End a call