Avaya NN44400-114 Manuel D’Utilisation

Avaya

NN44400-114 Contact Center Agent Desktop

2 December 2010

3

Contents

New in this release

Improved user interface 7

New contact types 8

Agent statistics 8

E-mail editor improvements 8

E-mail auto suggest 9

New usage modes 9

Web communications improvements 10

Other changes 10

Windows 7 support 10

Introduction

Agent Desktop User Interface

Work item paradigm 14

Work list window 15

User preferences 17

Using your Agent Desktop

Installing the Agent Desktop 19

Starting the Agent Desktop 20

Creating a shortcut to the Agent Desktop 21

Logging on to Agent Desktop when using a desktop phone 21

Logging on to Agent Desktop when using the softphone 22

Logging on to Agent Desktop of a SIP-enabled contact center 23

Changing your password 24

Muting and unmuting when using the softphone 25

Changing the audio settings for softphone 25

Configuring the audio devices for softphone 26

Changing your status to Ready 26

Changing your status to Not Ready 27

Accessing online help 27

Logging off from Agent Desktop 28

Accepting a call 30

Declining a call 31

Entering an activity code 31

Placing a call on hold 32

Releasing a call on hold 32

Transferring a call 33