Avaya NN44400-120 - Manual (Page 13)

NN44400-120 Offsite Agent User Guide 26 November 2010 13
Overview of the Offsite Agent desktop application
Only appropriate controls are displayed on work items. Voice-related controls are
displayed only on a voice work item. IM related controls are displayed only on an IM
work item.
Action bar
The Action bar contains global controls to create a new work item, to search contacts,
and to open secondary windows. The Action bar stays at the bottom of the Agent
Desktop window and remains at the bottom as the window expands.
Example of an Action bar layout
Use the Action bar at the bottom of the main interface to make new contacts. New voice,
IM, or e-mail contacts are collectively called new work in the Work Item Paradigm.
User preferences
Use the User Settings page, under the User Preferences menu, to select template
locations, enable the spelling checker, define an e-mail signature, or change your
password.
Action bar commands
Icon Name Description
Customer Details View customer details.
Contact Presence Contact presence.
Initiate Contact Start a new work item. When you originate
a voice call as an offsite agent, you use the
same dialling as you would if you were
onsite. In Permanent Connection mode this
function operates in the normal manner. In
On Demand mode you leave the telephone
on-hook when you use Originate, your
telephone rings, and Offsite Agent makes
the outbound call when you answer.
Call Supervisor Call your supervisor.
DTMF Generate DTMF tones.
Contact Search Search for contacts.
Customer Search Search for customers.
Schedule Callback Schedule callback.
Agent Statistics Display agent statistics scroll bar.