Avaya NN44400-120 사용자 설명서

You can access all available agent functions through the Agent Desktop toolbar.

When working in On Demand mode, you remain logged in to the contact center even 
when you hang up the offsite telephone. When working in this mode you must remember 
to set Not Ready if you take a non-contact center call on your telephone—otherwise 
Agent Desktop might attempt to connect a call to your telephone while it is busy. In such 
cases the Agent Desktop toolbar will indicate that a call is being presented. If the 
administrator has implemented the call presentation class recommended by Avaya for 
Offsite Agent, then the call will return to the queue when it is not answered.

This section introduces you to the layout and controls of the Agent Desktop client 
application. These are the same controls that are available to an onsite agent, but some 
are not supported on Avaya Aura™ Offsite Agent Release 6.0, and others have modified 
behavior when used by an offsite agent.

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.

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