Avaya NN44400-114 - Manual

Avaya NN44400-114

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Table of Contents:

  • Page 3 – Contents; New in this release
  • Page 4 – Outbound calls and callbacks
  • Page 5 – Fax message
  • Page 6 – Instant messaging
  • Page 7 – Features; Improved user interface; Multiplicity
  • Page 8 – New contact types
  • Page 9 – New usage modes; Note; Desk Phone; My Computer
  • Page 10 – Web communications improvements; Other changes; Windows 7 support
  • Page 11 – Introduction; Prerequisites
  • Page 12 – Navigation
  • Page 13 – Agent Desktop User Interface
  • Page 15 – Work list window
  • Page 16 – Work item controls; Action bar
  • Page 17 – User preferences; User Settings; Audio Settings
  • Page 19 – Using your Agent Desktop
  • Page 20 – Starting the Agent Desktop; Procedure steps
  • Page 21 – Creating a shortcut to the Agent Desktop; Logging on to Agent Desktop when using a desktop phone
  • Page 22 – Variable definitions; Logging on to Agent Desktop when using the softphone
  • Page 23 – Logging on to Agent Desktop of a SIP-enabled contact center
  • Page 24 – Changing your password
  • Page 25 – Muting and unmuting when using the softphone; Changing the audio settings for softphone
  • Page 26 – Configuring the audio devices for softphone; Changing your status to Ready
  • Page 27 – Changing your status to Not Ready; Accessing online help
  • Page 28 – Logging off from Agent Desktop
  • Page 29 – Telephony
  • Page 31 – Declining a call; Entering an activity code
  • Page 32 – Placing a call on hold; Releasing a call on hold
  • Page 33 – Transferring a call; Conferencing in another agent
  • Page 34 – Conferencing in a supervisor; Ending a call; Calling your supervisor
  • Page 35 – Making a call; Using DTMF digits
  • Page 36 – Using the Emergency key; Observing a call
  • Page 37 – Barging in on a call
  • Page 38 – Ending your observation
  • Page 40 – Accepting an outbound contact
  • Page 41 – Declining an outbound contact; Placing an outbound call
  • Page 42 – Using a script; Recording the result
  • Page 43 – Ending the call; Scheduling a callback
  • Page 44 – Calling the customer
  • Page 47 – Predictive Outbound
  • Page 48 – Prerequisites for Predictive Outbound
  • Page 49 – Changing to Ready status; Procedure job aid
  • Page 50 – Changing to Not Ready status
  • Page 51 – Changing to Not Ready status when on a contact; Handling a Predictive or Progressive call
  • Page 52 – Handling a Paced call; Handling a Preview call
  • Page 53 – Handling a manual call; Cancelling a call
  • Page 57 – Hanging-up and leaving a conference call
  • Page 58 – Ending a contact
  • Page 59 – Originating a call
  • Page 61 – Handling a standard callback call
  • Page 62 – Handling a non-standard callback call
  • Page 68 – Accepting an incoming contact; Declining an incoming contact
  • Page 69 – Verifying customer information; Replying to an e-mail message
  • Page 71 – Creating an e-mail message
  • Page 72 – Using the address book to reply to a contact; Removing a name from the recipient list
  • Page 73 – Creating a template response; Defining your default template folder
  • Page 74 – Using a template response; Defining your default attachment folder; Adding an attachment to your e-mail response
  • Page 75 – Viewing e-mail attachments; Removing an attachment from an e-mail response
  • Page 76 – Using the spelling checker
  • Page 77 – Closing the e-mail contact; Postponing work on a contact
  • Page 78 – Following up on a contact; Transferring a contact within the contact center
  • Page 79 – Transferring a contact outside the contact center; Printing contact details
  • Page 81 – Accepting an incoming fax message
  • Page 82 – Declining an incoming fax message; Reviewing a fax message; Replying to a fax message
  • Page 83 – Closing a fax message
  • Page 84 – Transferring a fax message
  • Page 85 – Scanned document
  • Page 86 – Declining an incoming scanned document message; Reviewing a scanned document message
  • Page 87 – Replying to a scanned document message; Closing a scanned document message
  • Page 88 – Transferring a scanned document
  • Page 89 – Voice mail messages; Accepting an incoming voice mail message
  • Page 90 – Declining an incoming voice mail message; Listening to a voice mail message
  • Page 91 – Replying to a voice mail message; Closing a voice mail message
  • Page 92 – Transferring a voice mail message
  • Page 93 – Short Message Service text message; Accepting an incoming SMS text message
  • Page 94 – Declining an incoming SMS text message; Replying to an SMS text message
  • Page 96 – Closing an SMS text message contact; Transferring an SMS text message
  • Page 99 – Web communications
  • Page 100 – Accepting a Web communications contact
  • Page 101 – Customizing a tab name; Declining a Web communications contact
  • Page 102 – Sending a chat message; Adding an auto-phrase to a chat message; Pushing a Web page to a customer
  • Page 103 – Transferring a chat session
  • Page 104 – Conferencing a chat session; Ending the Text Chat session
  • Page 105 – Sending the chat log in an e-mail message
  • Page 107 – Prerequisites for instant messaging
  • Page 108 – Accepting an instant message; Declining an instant message
  • Page 109 – Sending an instant message
  • Page 110 – Using suggested Web pages; Using spelling checker in an instant message; Viewing personnel using Contacts Presence
  • Page 111 – Transferring an instant message using Contacts Presence
  • Page 112 – Consulting on an instant message using Contacts Presence; Conferencing an instant message using Contacts Presence
  • Page 113 – Transferring an instant message using the work item control; Consulting on an instant message using the work item control
  • Page 114 – Conferencing an instant message using the work item control; Ending an instant message
  • Page 117 – Agent Statistics
  • Page 118 – Prerequisites for Agent Statistics; Accessing the Agent Statistics tab; Viewing the Skillset statistic chart
  • Page 119 – Viewing the Agent statistic chart; Enabling Service Level alerts
  • Page 120 – Using the Statistics Ticker
  • Page 121 – Customer and contact details; Prerequisites for working with customer and contact details
  • Page 122 – Creating a customer record
  • Page 123 – Searching for a customer; Adding or editing customer information
  • Page 124 – Viewing a CCT intrinsic; Copying a CCT intrinsic
  • Page 125 – Viewing the Auto Launch Application; Running a CCT intrinsic-associated application
  • Page 126 – Searching for a contact
  • Page 127 – Printing search results; Viewing a contact
  • Page 128 – Opening a contact
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Avaya Aura™

Agent Desktop

NN44400-114

Document status: Standard
Document issue: 02.05
Document date: 2 December 2010
Product release: Release 6.0/6.1
Job function: Fundamentals
Type: Technical Publication
Language type: English

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Summary

Page 3 - Contents; New in this release

NN44400-114 Contact Center Agent Desktop 2 December 2010 3 Contents New in this release 7 Features 7 Improved user interface 7 Multiplicity 7 New contact types 8 Agent statistics 8 E-mail editor improvements 8 E-mail auto suggest 9 New usage modes 9 Web communications improvements 10 Other changes 1...

Page 4 - Outbound calls and callbacks

Contents 4 NN44400-114 Contact Center Agent Desktop 2 December 2010 Conferencing in another agent 33 Conferencing in a supervisor 34 Ending a call 34 Calling your supervisor 34 Making a call 35 Using DTMF digits 35 Using the Emergency key 36 Observing a call 36 Barging in on a call 37 Ending your ob...

Page 5 - Fax message

NN44400-114 Contact Center Agent Desktop 2 December 2010 5 Contents Creating a template response 73 Defining your default template folder 73 Using a template response 74 Defining your default attachment folder 74 Adding an attachment to your e-mail response 74 Viewing e-mail attachments 75 Removing ...

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