Avaya NN44400-120 Manual Do Utilizador

Attention:  Offsite Agent cannot flag non-contact center calls on your telephone: when 
you answer a non-contact center call, you must remember to set your status Not Ready 
on Agent Desktop.

When your telephone rings, answer the call by taking the telephone off hook.

If it is a customer call, Agent Desktop updates the display with call information.

If it is not a customer call, select Go Not Ready from the Agent Status list.

Decline a call if you want to reject the contact and place the contact back in the queue. 
The contact is then queued to another agent and your status becomes Not Ready. You 
cannot receive new incoming contacts until you change your status to Ready.

Attention:  Depending on the capacity of your broadband connection and latency in 
the PSTN network, it is possible that the Agent Desktop response to an incoming call 
might not synchronize with the telephone ringing. If the Agent Desktop response is 
later than the telephone ringing you might not be able to make a decision on whether 
the call is from the contact center or another source.

If the call appears on the Agent Desktop application, click Release on the call work 
item.

Alternatively, if the call rings on the telephone, do not pick up the handset.