Avaya Aura Agent NN44400-114 User Manual
Agent desktop
Table of contents
Document Outline
- Contents
- New in this release
- Introduction
- Agent Desktop User Interface
- Using your Agent Desktop
- Installing the Agent Desktop
- Starting the Agent Desktop
- Creating a shortcut to the Agent Desktop
- Logging on to Agent Desktop when using a desktop phone
- Logging on to Agent Desktop when using the softphone
- Logging on to Agent Desktop of a SIP-enabled contact center
- Changing your password
- Muting and unmuting when using the softphone
- Changing the audio settings for softphone
- Configuring the audio devices for softphone
- Changing your status to Ready
- Changing your status to Not Ready
- Accessing online help
- Logging off from Agent Desktop
- Telephony
- Accepting a call
- Declining a call
- Entering an activity code
- Placing a call on hold
- Releasing a call on hold
- Transferring a call
- Conferencing in another agent
- Conferencing in a supervisor
- Ending a call
- Calling your supervisor
- Making a call
- Using DTMF digits
- Using the Emergency key
- Observing a call
- Barging in on a call
- Ending your observation
- Outbound calls and callbacks
- Predictive Outbound
- Changing to Ready status
- Changing to Not Ready status
- Changing to Not Ready status when on a contact
- Handling a Predictive or Progressive call
- Handling a Paced call
- Handling a Preview call
- Handling a manual call
- Cancelling a call
- Transferring a call
- Conferencing in another agent
- Hanging-up and leaving a conference call
- Ending a contact
- Originating a call
- Scheduling a callback
- Handling a standard callback call
- Handling a non-standard callback call
- E-mail
- Accepting an incoming contact
- Declining an incoming contact
- Verifying customer information
- Replying to an e-mail message
- Creating an e-mail message
- Using the address book to reply to a contact
- Removing a name from the recipient list
- Creating a template response
- Defining your default template folder
- Using a template response
- Defining your default attachment folder
- Adding an attachment to your e-mail response
- Viewing e-mail attachments
- Removing an attachment from an e-mail response
- Using the spelling checker
- Closing the e-mail contact
- Postponing work on a contact
- Following up on a contact
- Transferring a contact within the contact center
- Transferring a contact outside the contact center
- Printing contact details
- Fax message
- Scanned document
- Voice mail messages
- Short Message Service text message
- Web communications
- Accepting a Web communications contact
- Customizing a tab name
- Declining a Web communications contact
- Sending a chat message
- Adding an auto-phrase to a chat message
- Pushing a Web page to a customer
- Transferring a chat session
- Conferencing a chat session
- Ending the Text Chat session
- Sending the chat log in an e-mail message
- Instant messaging
- Accepting an instant message
- Declining an instant message
- Sending an instant message
- Using an auto-phrase
- Using suggested Web pages
- Using spelling checker in an instant message
- Viewing personnel using Contacts Presence
- Transferring an instant message using Contacts Presence
- Consulting on an instant message using Contacts Presence
- Conferencing an instant message using Contacts Presence
- Transferring an instant message using the work item control
- Consulting on an instant message using the work item control
- Conferencing an instant message using the work item control
- Ending an instant message
- Agent Statistics
- Customer and contact details
- Creating a customer record
- Searching for a customer
- Adding or editing customer information
- Viewing a CCT intrinsic
- Copying a CCT intrinsic
- Viewing the Auto Launch Application
- Running a CCT intrinsic-associated application
- Searching for a contact
- Printing search results
- Viewing a contact
- Opening a contact
- Closing contacts (supervisors only)