Avaya NN44400-120 Manual Do Utilizador

This chapter describes tasks that are specific to handling incoming telephone calls from 
customers on an offsite Avaya Aura™ Agent Desktop in Permanent Connection mode. 
For tasks that are common to both Offsite Agent operating modes, see 

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

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change your status to Ready or Not Ready

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originate calls

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end  calls

In Permanent Mode the Offsite Agent server creates a nailed-up connection to your 
offsite telephone when you log on. You should not use the physical telephone for any 
functions. However, if you do accidentally hang up your physical telephone, Offsite 
Agent will immediately re-establish your connection by calling your phone. To resume 
working you merely answer the call. If you are on a customer call when this occurs, 
Offsite Agent connects you back into the customer call (if the customer has remained in 
the call).

You should use the Agent Desktop work list to invoke all agent functions, including End 
Call.

There are two configurations of Permanent Connection mode:

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Forced Answer

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Accept Call

If the Administrator configures Forced Answer, you do not need to take any action to 
answer calls. When the contact center routes a call to you, the Offsite Agent server 
bridges this onto your nailed-up connection. Offsite Agent plays a tone to alert you to 
the incoming call, and then immediately connects you with the customer. The Agent 
Desktop automatically updates the work list with the call status and details.

If the Administrator configures Accept Call, you are able to accept or reject a call using 
Agent Desktop. When the contact center routes a call to you, you to choose to accept 
or reject the call using a standard voice contact work item.

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