Avaya NN44400-114 Manuel D’Utilisation
NN44400-114 Contact Center Agent Desktop
2 December 2010
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Telephony
To call a supervisor when you are on a call, see
Procedure steps
Step
Action
1
On the Agent Desktop Action bar menu, click Supervisor.
--End--
Making a call
Make a call using Agent Desktop. Ensure that you follow the steps based on the
type of phone number you want to call:
type of phone number you want to call:
•
the default phone number
•
a new external phone number
•
a new internal phone number
Procedure steps
Step
Action
1
On the Agent Desktop Action bar menu, click Initiate Call.
2
In the text box to the left of Initiate Call, enter the phone number to dial.
3
Click Initiate Call again.
The phone number is dialed. A new work item is added to the work list and the
call timer on the work items starts to increment.
call timer on the work items starts to increment.
4
Click Release when you complete the call.
5
If required by your supervisor, enter an activity code in the Activity Code box,
and then press Enter.
and then press Enter.
--End--
Using DTMF digits
Use the Dual-tone Multifrequency feature (DTMF) if, during a call, you must
navigate through a contact center menu or dial numbers to access voice
messages.
navigate through a contact center menu or dial numbers to access voice
messages.
Procedure steps
Step
Action