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Avaya NN44400-114 Manuel D’Utilisation

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NN44400-114 Contact Center Agent Desktop
2 December 2010
37
 
Telephony
Prerequisites
•
Ensure that your contact center is SIP-enabled.
•
Ensure that you log on to Agent Desktop.
•
Ensure that you have either supervisor or agent-supervisor privileges.
Procedure steps
Step
Action
1
On the Agent Desktop Top bar menu, click Observe.
In the Assigned Agents box, the green circle indicates the assigned agents that 
are ready to receive calls, and the red circle indicates the assigned agents that 
are not ready to receive calls.
2
In the Supervisor Control dialog box, under Current Agent Contacts, select 
the call that you want to observe.
3
Click Observe.
A new call is presented on the Agent Desktop
 
of the supervisor. The new call 
is not a Contact Center call, so the agent does not need to be ready. The call 
connects the supervisor or agent-supervisor to the selected Agent call.
4
Accept the call ringing on your Agent Desktop.
--End--
Barging in on a call
Barge in on a call if you are observing a call that needs immediate supervisor 
attention. When using the barge-in function, the supervisor or agent-supervisor 
can participate in a call between the agent and the customer.
The agent or customer on the call cannot hear the supervisor join or leave the 
call. The supervisor or agent-supervisor actions do not affect the original call or 
the normal connect and disconnect actions of the agent and customer 
conversation. 
Procedure steps
Step
Action
1
In the Supervisor Control dialog box, click Barge-In.
--End--