Avaya NN44400-120 Manual Do Utilizador

This chapter provides an overview of the use of the Avaya Aura™ Agent Desktop 
(AAAD) for Avaya Aura™ Offsite Agent (AAOA). Avaya has updated Agent Desktop to 
provide the functionality required by offsite agents. This update and the operating 
modes of Offsite Agent necessitate some different practises in the use of Agent 
Desktop. In addition, because new offsite agents may not be previously familiar with 
Agent Desktop, this chapter provides a basic overview of the interface.

Attention:  The procedures in this book apply only to voice contacts received by offsite 
agents. Multimedia contact types appear to an offsite agent in exactly the same way 
as they would to an onsite agent. For example, the Offsite Agent connection mode has 
no impact on multimedia contacts.

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You are familiar with basic contact center agent concepts.

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You have a working knowledge of the common Windows desktop operating 
systems.

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You understand how to access your corporate network over a broadband 
connection.