Avaya NN44400-120 Bedienungsanleitung

Avaya Aura™ Offsite AgentUser GuideNN44400-120Document status: StandardDocument issue: 02.02Document date: 26 November 2010Product release: Release 6

Overview of the Offsite Agent desktop application10 NN44400-120 Offsite Agent User Guide 26 November 2010 You can access all available agent functions

NN44400-120 Offsite Agent User Guide 26 November 2010 11 Overview of the Offsite Agent desktop applicationTop barThe Top bar appears at the top of the

Overview of the Offsite Agent desktop application12 NN44400-120 Offsite Agent User Guide 26 November 2010 Example of a work list layoutThe illustrated

NN44400-120 Offsite Agent User Guide 26 November 2010 13 Overview of the Offsite Agent desktop applicationOnly appropriate controls are displayed on w

Overview of the Offsite Agent desktop application14 NN44400-120 Offsite Agent User Guide 26 November 2010 Offsite Agent dialogIn addition to the stand

NN44400-120 Offsite Agent User Guide 26 November 2010 15 Overview of the Offsite Agent desktop applicationadministrator has applied to your user profi

Overview of the Offsite Agent desktop application16 NN44400-120 Offsite Agent User Guide 26 November 2010

NN44400-120 Offsite Agent User Guide 26 November 2010 17 Offsite Agent user workflowThis chapter outlines the workflow for using the Offsite Agent pac

Offsite Agent user workflow18 NN44400-120 Offsite Agent User Guide 26 November 2010 Offsite Agent user tasksNavigation• Preparing an offsite PC for Ag

NN44400-120 Offsite Agent User Guide 26 November 2010 19 Offsite Agent user workflow• Common agent functions on Agent Desktop (page 39)• Troubleshooti

Copyright © 2010 Avaya Inc.All Rights Reserved.NoticesWhile reasonable efforts have been made to ensure that the information in this document is compl

Offsite Agent user workflow20 NN44400-120 Offsite Agent User Guide 26 November 2010

NN44400-120 Offsite Agent User Guide 26 November 2010 21 Preparing an offsite PC for Agent DesktopPreparing an offsite PC for Agent DesktopThis chapte

Preparing an offsite PC for Agent Desktop22 NN44400-120 Offsite Agent User Guide 26 November 2010 Agent Desktop offsite PC configuration task flowNavi

NN44400-120 Offsite Agent User Guide 26 November 2010 23 Preparing an offsite PC for Agent Desktop• Starting Agent Desktop (page 24)• Setting Agent De

Preparing an offsite PC for Agent Desktop24 NN44400-120 Offsite Agent User Guide 26 November 2010 Procedure stepsStep Action1 In Windows Explorer or I

NN44400-120 Offsite Agent User Guide 26 November 2010 25 Preparing an offsite PC for Agent DesktopProcedure stepsStep Action1 Click Windows Start, All

Preparing an offsite PC for Agent Desktop26 NN44400-120 Offsite Agent User Guide 26 November 2010 • Windows domain• Offsite telephone number• Supervis

NN44400-120 Offsite Agent User Guide 26 November 2010 27 Preparing an offsite PC for Agent DesktopVariable definitionsLogging off from and exiting the

Preparing an offsite PC for Agent Desktop28 NN44400-120 Offsite Agent User Guide 26 November 2010

NN44400-120 Offsite Agent User Guide 26 November 2010 29 Handling Telephony calls in Permanent Connection modeHandling Telephony calls in Permanent Co

NN44400-120 Offsite Agent User Guide 26 November 2010 3 ContentsContentsNew in this release 5Features 5Offsite Agent log on dialog changes 5Improved u

Handling Telephony calls in Permanent Connection mode30 NN44400-120 Offsite Agent User Guide 26 November 2010 • Making a call in Permanent Connection

NN44400-120 Offsite Agent User Guide 26 November 2010 31 Handling Telephony calls in Permanent Connection modeIf your contact center uses Accept Call

Handling Telephony calls in Permanent Connection mode32 NN44400-120 Offsite Agent User Guide 26 November 2010 Making a call in Permanent Connection mo

NN44400-120 Offsite Agent User Guide 26 November 2010 33 Handling Telephony calls in On Demand modeHandling Telephony calls in On Demand modeThis chap

Handling Telephony calls in On Demand mode34 NN44400-120 Offsite Agent User Guide 26 November 2010 Changing your status to Ready in On Demand modeWhen

NN44400-120 Offsite Agent User Guide 26 November 2010 35 Handling Telephony calls in On Demand modeAttention: Offsite Agent cannot flag non-contact c

Handling Telephony calls in On Demand mode36 NN44400-120 Offsite Agent User Guide 26 November 2010 Making a call in On Demand modeMake a call using th

NN44400-120 Offsite Agent User Guide 26 November 2010 37 Handling Telephony calls in On Demand modeProcedure stepsStep Action1 Hang up your telephone

Handling Telephony calls in On Demand mode38 NN44400-120 Offsite Agent User Guide 26 November 2010

NN44400-120 Offsite Agent User Guide 26 November 2010 39 Common agent functions on Agent DesktopCommon agent functions on Agent DesktopThis chapter de

Contents4 NN44400-120 Offsite Agent User Guide 26 November 2010 Accepting a call 34Declining a call 35Making a call in On Demand mode 36Ending a call

Common agent functions on Agent Desktop40 NN44400-120 Offsite Agent User Guide 26 November 2010 Procedure stepsStep Action1 On the work item, click Un

NN44400-120 Offsite Agent User Guide 26 November 2010 41 Common agent functions on Agent DesktopTransferring a callYou can transfer a call to another

Common agent functions on Agent Desktop42 NN44400-120 Offsite Agent User Guide 26 November 2010 Conferencing in a supervisorConference in a supervisor

NN44400-120 Offsite Agent User Guide 26 November 2010 43 Common agent functions on Agent Desktop3 Click Emergency again to take the customer off hold

Common agent functions on Agent Desktop44 NN44400-120 Offsite Agent User Guide 26 November 2010

NN44400-120 Offsite Agent User Guide 26 November 2010 45 Troubleshooting Agent Desktop on Offsite AgentTroubleshooting Agent Desktop on Offsite AgentT

Troubleshooting Agent Desktop on Offsite Agent46 NN44400-120 Offsite Agent User Guide 26 November 2010 I cannot get a connection to the Agent Desktop

NN44400-120 Offsite Agent User Guide 26 November 2010 47 Troubleshooting Agent Desktop on Offsite AgentProcedure stepsStep Action1 Hang up your teleph

Troubleshooting Agent Desktop on Offsite Agent48 NN44400-120 Offsite Agent User Guide 26 November 2010

NN44400-120 Offsite Agent User Guide 26 November 2010 5 New in this releaseThe following sections detail what is new in the Avaya Aura™ Agent Desktop

New in this release6 NN44400-120 Offsite Agent User Guide 26 November 2010 • receive a pop-up dialog allowing them to accept the new callThis configur

NN44400-120 Offsite Agent User Guide 26 November 2010 7 Overview of the Offsite Agent desktop applicationOverview of the Offsite Agent desktop applica

Overview of the Offsite Agent desktop application8 NN44400-120 Offsite Agent User Guide 26 November 2010 Offsite Agent Agent Desktop conceptsOffsite A

NN44400-120 Offsite Agent User Guide 26 November 2010 9 Overview of the Offsite Agent desktop applicationEntering your access credentialsFor a success