Avaya NN44400-120 - Manuals

Page 3 - Contents

NN44400-120 Offsite Agent User Guide 26 November 2010 3 Contents Contents New in this release 5 Features 5 Offsite Agent log on dialog changes 5Improved user interface 5New configuration options for Permanent Connection mode 5 Other changes 6 Windows 7 support 6 Overview of the Offsite Agent desktop...

Page 4 - Common agent functions on Agent Desktop

Contents 4 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 36 Common agent functions on Agent Desktop 39 Placing a call on hold 39Releasing a call on hold 39Using the conference feature to consult a colleague...

Page 5 - New in this release; Features; Offsite Agent log on dialog changes; New configuration options for Permanent Connection mode

NN44400-120 Offsite Agent User Guide 26 November 2010 5 New in this release The following sections detail what is new in the Avaya Aura™ Agent Desktop User Guide (NN44400-114). • Features (page 5) • Other changes (page 6) Features See the following sections for information about feature changes: • O...

Page 6 - Other changes; Windows 7 support

New in this release 6 NN44400-120 Offsite Agent User Guide 26 November 2010 • receive a pop-up dialog allowing them to accept the new call This configuration applies across the contact center–it is not specific to individual agents. Other changes See the following sections for information about chan...

Page 7 - Overview of the Offsite Agent desktop; Navigation; Prerequisites

NN44400-120 Offsite Agent User Guide 26 November 2010 7 Overview of the Offsite Agent desktop application Overview of the Offsite Agent desktop application This chapter provides an overview of the use of the Avaya Aura™ Agent Desktop (AAAD) for Avaya Aura™ Offsite Agent (AAOA). Avaya has updated Age...

Page 8 - Offsite Agent Agent Desktop concepts; Offsite Agent Connection Modes; Accessing the Agent Desktop application

Overview of the Offsite Agent desktop application 8 NN44400-120 Offsite Agent User Guide 26 November 2010 Offsite Agent Agent Desktop concepts Offsite Agent Connection Modes Offsite Agent supports two connection modes for agents, Permanent Connection and On Demand. The mode you use is decided and co...

Page 9 - Entering your access credentials; Logging on to the contact center; Using a PSTN telephone with Agent Desktop

NN44400-120 Offsite Agent User Guide 26 November 2010 9 Overview of the Offsite Agent desktop application Entering your access credentials For a successful connection to the contact center, the Offsite Agent server must have your agent details. When working offsite with Agent Desktop, you have an ad...

Page 10 - The Agent Desktop client application; Work item paradigm

Overview of the Offsite Agent desktop application 10 NN44400-120 Offsite Agent User Guide 26 November 2010 You can access all available agent functions through the Agent Desktop toolbar. When working in On Demand mode, you remain logged in to the contact center even when you hang up the offsite tele...

Page 11 - Top bar; Work list window

NN44400-120 Offsite Agent User Guide 26 November 2010 11 Overview of the Offsite Agent desktop application Top bar The Top bar appears at the top of the Agent Desktop window. The Top bar provides the system status and main controls to operate Agent Desktop. Example of Top bar layout The agent status...

Page 12 - Work item controls

Overview of the Offsite Agent desktop application 12 NN44400-120 Offsite Agent User Guide 26 November 2010 Example of a work list layout The illustrated work list shows three work items: • A work item is a collection of interactions with a customer, another agent, a supervisor, or an expert. • A wor...

Page 14 - Offsite Agent dialog

Overview of the Offsite Agent desktop application 14 NN44400-120 Offsite Agent User Guide 26 November 2010 Offsite Agent dialog In addition to the standard Agent Desktop toolbars and dialogs, Offsite Agent provides additional login and progress dialogs. These dialogs allow you to enter your access c...

Page 17 - Offsite Agent user workflow; Overview of

NN44400-120 Offsite Agent User Guide 26 November 2010 17 Offsite Agent user workflow This chapter outlines the workflow for using the Offsite Agent packaged application as an offsite agent. Overview of AAOA user tasks This workflow shows the high-level tasks that an offsite agent using Offsite Agent...

Page 21 - Preparing an offsite PC for Agent Desktop; Agent Desktop offsite configuration steps

NN44400-120 Offsite Agent User Guide 26 November 2010 21 Preparing an offsite PC for Agent Desktop Preparing an offsite PC for Agent Desktop This chapter describes how to prepare an offsite PC for Agent Desktop. Agent Desktop offsite configuration steps The following figure outlines the tasks to pre...

Page 23 - Installing the Agent Desktop prerequisites; Installing Agent Desktop

NN44400-120 Offsite Agent User Guide 26 November 2010 23 Preparing an offsite PC for Agent Desktop • Starting Agent Desktop (page 24) • Setting Agent Desktop to offsite mode (page 25) • Logging on to Agent Desktop (page 25) • Logging off from and exiting the Agent Desktop (page 27) Installing the Ag...

Page 24 - Creating a shortcut to the Agent Desktop; Procedure steps; Starting Agent Desktop

Preparing an offsite PC for Agent Desktop 24 NN44400-120 Offsite Agent User Guide 26 November 2010 Procedure steps Step Action 1 In Windows Explorer or Internet Explorer, enter the HTTP address (URL) provided by your system administrator for Agent Desktop. The correct URL format is <Agent Desktop...

Page 25 - Setting Agent Desktop to offsite mode; Logging on to Agent Desktop

NN44400-120 Offsite Agent User Guide 26 November 2010 25 Preparing an offsite PC for Agent Desktop Procedure steps Step Action 1 Click Windows Start , All Programs , Avaya , Agent Desktop . OR Double-click the AAAD icon you created on your Windows Desktop. --End-- Setting Agent Desktop to offsite mo...

Page 27 - Variable definitions; Logging off from and exiting the Agent Desktop

NN44400-120 Offsite Agent User Guide 26 November 2010 27 Preparing an offsite PC for Agent Desktop Variable definitions Logging off from and exiting the Agent Desktop Log off from the Agent Desktop when you are ready to exit the application. Prerequisites Ensure that you do not have a contact open. ...

Page 29 - Handling Telephony calls in Permanent

NN44400-120 Offsite Agent User Guide 26 November 2010 29 Handling Telephony calls in Permanent Connection mode Handling Telephony calls in Permanent Connection mode This chapter describes tasks that are specific to handling incoming telephone calls from customers on an offsite Avaya Aura™ Agent Desk...

Page 30 - Changing your status to Ready; Changing your status to Not Ready; Accepting a call in Permanent Mode

Handling Telephony calls in Permanent Connection mode 30 NN44400-120 Offsite Agent User Guide 26 November 2010 • Making a call in Permanent Connection mode (page 32) • Ending a call (page 32) Changing your status to Ready When you connect to Offsite Agent and log on to the contact center, by default...

Page 31 - Declining a call in Permanent Mode

NN44400-120 Offsite Agent User Guide 26 November 2010 31 Handling Telephony calls in Permanent Connection mode If your contact center uses Accept Call for Offsite Agent, Agent Desktop displays a normal voice contact work item, allowing you to choose to accept or reject the call. Prerequisites Attent...

Page 32 - Making a call in Permanent Connection mode; Ending a call

Handling Telephony calls in Permanent Connection mode 32 NN44400-120 Offsite Agent User Guide 26 November 2010 Making a call in Permanent Connection mode Make a call using the Agent Desktop. Ensure that you follow the correct steps based on the type of telephone number you want to call: • a new exte...

Page 33 - Handling Telephony calls in On Demand

NN44400-120 Offsite Agent User Guide 26 November 2010 33 Handling Telephony calls in On Demand mode Handling Telephony calls in On Demand mode This chapter describes tasks specific to handling customer calls on an offsite Avaya Aura™ Agent Desktop in On Demand mode. For tasks that are common to both...

Page 34 - Changing your status to Ready in On Demand mode; Changing your status to Not Ready in On Demand mode; Accepting a call

Handling Telephony calls in On Demand mode 34 NN44400-120 Offsite Agent User Guide 26 November 2010 Changing your status to Ready in On Demand mode When you connect to Offsite Agent and log on to the contact center, by default your status is Not Ready. Set your status to Ready when you are available...

Page 35 - Declining a call

NN44400-120 Offsite Agent User Guide 26 November 2010 35 Handling Telephony calls in On Demand mode Attention: Offsite Agent cannot flag non-contact center calls on your telephone: when you answer a non-contact center call, you must remember to set your status Not Ready on Agent Desktop. Procedure s...

Page 36 - Making a call in On Demand mode

Handling Telephony calls in On Demand mode 36 NN44400-120 Offsite Agent User Guide 26 November 2010 Making a call in On Demand mode Make a call using the Agent Desktop. When working in On Demand mode, if you make a call by using the Agent Desktop, it has the following results: • the Offsite Agent se...

Page 39 - Placing a call on hold; Releasing a call on hold

NN44400-120 Offsite Agent User Guide 26 November 2010 39 Common agent functions on Agent Desktop Common agent functions on Agent Desktop This chapter describes how to work with active calls on an offsite Avaya Aura™ Agent Desktop. These actions are the same whether you are working in Permanent Conne...

Page 41 - Transferring a call; Conferencing in another agent

NN44400-120 Offsite Agent User Guide 26 November 2010 41 Common agent functions on Agent Desktop Transferring a call You can transfer a call to another agent in your contact center. You can perform a supervised transfer or a blind transfer. In a supervised transfer, the call is placed on hold, and y...

Page 42 - Conferencing in a supervisor; Calling your supervisor; Using the Emergency key

Common agent functions on Agent Desktop 42 NN44400-120 Offsite Agent User Guide 26 November 2010 Conferencing in a supervisor Conference in a supervisor if you want to speak to your customer and your contact center supervisor. Procedure steps Step Action 1 On the Agent Desktop Action bar menu, click...

Page 45 - Troubleshooting Agent Desktop on Offsite; Prerequisites for Offsite Agent troubleshooting

NN44400-120 Offsite Agent User Guide 26 November 2010 45 Troubleshooting Agent Desktop on Offsite Agent Troubleshooting Agent Desktop on Offsite Agent This chapter describes how to troubleshoot faults that may occur in Agent Desktop when it is used on an offsite PC. Prerequisites for Offsite Agent t...

Page 46 - I cannot get a connection to the Agent Desktop server; I am on a call but the Agent Desktop displays a new contact

Troubleshooting Agent Desktop on Offsite Agent 46 NN44400-120 Offsite Agent User Guide 26 November 2010 I cannot get a connection to the Agent Desktop server This procedure describes things to check if you cannot connect to the Agent Desktop server using the URL supplied by your administrator. Proce...