Avaya NN44400-120 Switch User Manual
Contents
1. OR Type an internal telephone number in the Destination Number field and click Initiate Contact 3 Click Release on the call work item when you complete the call End Ending a call End a call when you have finished speaking with the customer If you require time to perform call wrap up tasks before you accept another call change your status to Not Ready 36 NN44400 120 Offsite Agent User Guide 26 November 2010 Handling Telephony calls in On Demand mode Procedure steps Step Action 1 Hang up your telephone or click Release on the call work item End NN44400 120 Offsite Agent User Guide 26 November 2010 37 Handling Telephony calls in On Demand mode 38 NN44400 120 Offsite Agent User Guide 26 November 2010 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 Connection or On Demand mode They are identical to those for onsite agents using Agent Desktop Navigation e Placing a call on hold page 39 e Releasing a call on hold page 39 e Using the conference feature to consult a colleague page 40 e Transferring a call page 41 e Conferencing in another agent page 41 e Conferencing in a supervisor page 42 e Calling your supervisor page 42 e Using the Emergency key page 42 Placing a call on hold Place a cal2. Agent Status list Offsite Agent places you in Ready status The top bar displays a Ready status message End Changing your status to Not Ready Change your status to Not Ready when you are temporarily unavailable to take calls You cannot enter a reason code in Offsite Agent Procedure steps Step Action 1 Select Go Not Ready from the Agent Status list Offsite Agent places you in Not Ready status The top bar displays a Not Ready status message End Accepting a call in Permanent Mode If your contact center administrator has configured Forced Answer you do not need to take any specific action to answer calls in Permanent Connection mode Customer calls automatically connect to your telephone on the nailed up connection Offsite Agent plays a tone to alert you to the incoming call before it activates the speechpath Agent Desktop automatically updates the call status 30 NN44400 120 Offsite Agent User Guide 26 November 2010 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 Attention Depending on the capacity of your broadband connection and latency in the PSTN network it is possible that the Agent Desktop response to an incoming call might not synchronize with the telephone ringing Therefore you might be able to talk to a cus
3. Changing your status to Ready or Not Ready e Accepting and declining incoming contacts In On Demand mode you log on to Offsite Agent without taking your offsite telephone off hook and you use the Agent Desktop controls to make yourself Ready or Not Ready The Offsite Agent server creates a new call to your offsite telephone for each customer call that Contact Center Manager Server routes to you Your telephone rings and Agent Desktop displays the call status and details However you accept the call only by lifting your telephone handset If you need to use your offsite telephone to take a non contact center call or to make a personal call you must remember to make your status Not Ready on Agent Desktop If you remain in Ready status when your telephone is busy on a non contact center call Offsite Agent might still attempt to route a customer call to you In such cases the Agent Desktop toolbar will indicate that a call is being presented If the administrator has implemented the call presentation class recommended by Avaya for Offsite Agent then the call will return to the queue when it is not answered When you receive a call on your telephone that is not a customer call Offsite Agent cannot flag this Agent Desktop can display call status and information only for contact center calls Navigation e Changing your status to Ready in On Demand mode page 34 e Changing your status to Not Ready in On Demand mode page 34 e Accepting a
4. Step Action 1 On the work item click Conference to place the customer on hold and open the Conference window 2 In the Conference window in the Number box type the number of the agent to conference into the call 3 Click OK to begin the conference The Conference and Unhold buttons flash 4 When you have finished speaking to the person you have consulted click Unhold Agent Desktop terminates the consult call and returns you to the customer call End 40 NN44400 120 Offsite Agent User Guide 26 November 2010 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 you speak to the third party before completing the transfer In a blind transfer which is the default option you transfer the call without speaking to the third party Procedure steps Step Action 1 On the telephony toolbar click Transfer 2 In the Transfer window Blind Transfer is automatically selected 3 In the Number to Transfer box type the number to which you want to transfer the call If you select Supervised Transfer the active call is placed on hold and a call is placed to the third party While you speak with the third party the Transfer and Hold buttons both flash to indicate that you have a customer on hold and that you must complete the transfer by pressing the Trans
5. call page 34 e Declining a call page 35 e Making a call in On Demand mode page 36 Ending a call page 36 NN44400 120 Offsite Agent User Guide 26 November 2010 33 Handling Telephony calls in On Demand mode 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 to receive customer calls Procedure steps Step Action 1 Select Go Ready from the Agent Status list Offsite Agent places you in Ready status The top bar displays a Ready status message End Changing your status to Not Ready in On Demand mode Change your status to Not Ready when you are temporarily unavailable to take calls In On Demand mode you must do this if you use your offsite telephone for non contact center calls e g receiving a personal call You cannot enter a reason code in Offsite Agent Procedure steps Step Action 1 Select Go Not Ready from the Agent Status list Offsite Agent places you in Not Ready status The top bar displays a Not Ready status message End Accepting a call Accept telephone calls by lifting the handset on your telephone When used for Offsite Agent Agent Desktop greys out the Accept button Prerequisites Attention Depending on the capacity of your broadband connection and latency in the PSTN network it is possible that the Agent Desktop resp
6. client application This section introduces you to the layout and controls of the Agent Desktop client application These are the same controls that are available to an onsite agent but some are not supported on Avaya Aura Offsite Agent Release 6 0 and others have modified behavior when used by an offsite agent Work item paradigm The main Agent Desktop user interface is based on a work item paradigm Each agent to customer interaction is a work item Work items appear on the Agent Desktop work list If you perform another interaction associated with that work item for example an IM consultation with an expert then that interaction is displayed as part of the original work item The work list consists of work items and control buttons corresponding to the work item The controls and functions change depending on the work list window behavior When a new contact arrives Agent Desktop adds the new contact as a work item to the work list Example of the Agent Desktop layout Sonia 2006 DN 5214 Not Ready ae F1 Working E ih d sip 5214 ccmmlab dev 00 02 35 ma 2 He py G aq GO El W V_T skillset gt AVAYA aura Agent Desktop H 3 1 Top bar page 11 2 Work list window page 11 Action bar page 13 10 NN44400 120 Offsite Agent User Guide 26 November 2010 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
7. enter your access credentials to connect to the contact center This is a two step process requiring that you first validate your agent profile and then accept or modify your offsite phone number Your Offsite Agent administrator should provide you with your access details Offsite Agent Logon x User Credentials User name psmith Password areal Domain anydomain org When Agent Desktop validates your log on credentials the Offsite Agent Logon dialog displays your agent ID and default offsite phone number You can edit the existing number or select other numbers depending on the permissions that the Offsite Agent 14 NN44400 120 Offsite Agent User Guide 26 November 2010 Overview of the Offsite Agent desktop application administrator has applied to your user profile You can also enter a number at which to reach your supervisor Agent Desktop stores the settings on this dialog and displays them as the default values at your next logon Offsite Agent Logon x User Credentials User name psmith Password reed Domain anydomain org Agent ID Phone 90015551234 v Supervisor Number 1235 L a When you complete your phone number details Agent Desktop indicates the progress of your connection to the Offsite Agent server You have the option of cancelling the connection XJ Please wait while your position is activated Penk ph Cancel Position activ
8. AVAYA Avaya Aura Offsite Agent User Guide NN44400 120 Document status Standard Document issue 02 02 Document date 26 November 2010 Product release Release 6 0 Job function User Type Technical Document Language type English Copyright 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not ne
9. Agent desktop application Example of a work list layout Working ih a 1 sip 5214 ccmmlab dev 00 00 33 ma Working IM_SOS_Skillset 2 sip sk ccmmlab dev IM_SOS Skillset 00 01 07 Working EM_Default_Skillset 3 rj ccmmlab dev EM_Default_Skillset 00 01 53 The illustrated work list shows three work items 1 A voice call work item at the top of the work list 2 An Instant Message IM work item in the middle of the work list 3 An e mail work item at the bottom of the work list The e mail is on hold e Awork item is a collection of interactions with a customer another agent a supervisor or an expert e Awork list is a collection of work items When you receive a new contact it is added to the work list so that you can monitor your current contacts When you finish with the contact or reject the contact the work item is removed from the list Work item controls Each work item has a number of contact related controls These controls change depending on the work list window behavior and contact type Examples of work item controls Voice IM E mail Name Description C a Accept D lt Release p aA w p Z4 Hold a Transfer amp amp amp Conference 4 4 fi Activity code i i i Work item details Accept the work item Offsite agents use this control only in Permanent Connection mode with Accept Call configuration Release or reject the work item Place t
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12. active customer call on your set you cannot originate another call If you want to consult with a supervisor or another agent then you must use the conference feature Procedure steps Step Action 1 On the action bar click Originate Call 2 Select Use Trunk Access Code and type the access code in the Use Trunk Access Code box and telephone number in the Destination Number box and click Initiate Contact OR Type an internal telephone number in the Destination Number field and click Initiate Contact 3 Click Release on the call work item when you complete the call End Ending a call End a call when a call is completed If you were in Ready status before the call you automatically return to Ready when you terminate the call If you require time to perform call wrap up tasks before you accept another call change your status to Not Ready Procedure steps Step Action 1 Click Release on the call work item End 32 NN44400 120 Offsite Agent User Guide 26 November 2010 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 Offsite Agent operating modes see Common agent functions on Agent Desktop page 39 When using Offsite Agent in On Demand mode the following telephone tasks have some differences from normal onsite operation e
13. and connection NN44400 120 Offsite Agent User Guide 26 November 2010 7 Overview of the Offsite Agent desktop application 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 configured by the contact center administrator In Permanent Connection mode when you log on to the contact center the Offsite Agent server makes a single call to your telephone number This call remains up for the duration of your shift you should not physically hang up the telephone if you do accidentally hang up Offsite Agent re establishes the call Offsite Agent bridges each contact center customer call through to your line Depending on the configuration applied by the Administrator you either e heara tone to alert you to the incoming call which you must take mimicing a forced call answer presentation class or e use the Accept button on the Agent Desktop to accept the new call In On Demand mode the Offsite Agent server registers your login but does not set up a call to your remote telephone For each contact center customer call Offsite Agent initiates a new call from the contact center PABX to your telephone You need to physically answer the telephone to take the call Accessing the Agent Desktop application When you are using Offsite Agent to connect to the contact center you must use Agent Desktop on y
14. are on a call see Conferencing in a supervisor page 42 Procedure steps Step Action 1 On the Action bar click Call Supervisor End Using the Emergency key Use the Emergency key if you require immediate assistance from your contact center supervisor while handling a call For example if you talk to a customer who suddenly threatens you you may want to add your supervisor to the call immediately On Offsite Agent the emergency key initiates a conference in the same way as conferencing your supervisor Procedure steps Step Action 1 On the Agent Desktop Top bar menu click Emergency to place the customer on hold and conference in your supervisor 2 Speak to your supervisor if necessary before you conference in the customer 42 NN44400 120 Offsite Agent User Guide 26 November 2010 Common agent functions on Agent Desktop 3 Click Emergency again to take the customer off hold and conference in the customer and your supervisor End NN44400 120 Offsite Agent User Guide 26 November 2010 43 Common agent functions on Agent Desktop 44 NN44400 120 Offsite Agent User Guide 26 November 2010 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 troubleshooting e Ensure you have correctly installed the Agent Desktop client
15. ated succesfully Starting CCAD Deactvats The Agent desktop displays on the screen with the agent in a logged out state To complete the Contact Center logon the agent selects Logon from the Select Agent Status list NN44400 120 Offsite Agent User Guide 26 November 2010 15 Overview of the Offsite Agent desktop application 16 NN44400 120 Offsite Agent User Guide 26 November 2010 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 will carry out To link to any task go to Navigation page 18 NN44400 120 Offsite Agent User Guide 26 November 2010 17 Offsite Agent user workflow Offsite Agent user tasks Navigation e Preparing an offsite PC for Agent Desktop page 21 Start Using Agent Desktop for Offsite Agent Preparing your PC for Offsite Agent Working with calls in Permanent mode Working with calls in On Demand mode Using common agent functions on Agent Desktop Troubleshooting Agent Desktop for Offsite Agent e Handling Telephony calls in Permanent Connection mode page 29 e Handling Telephony calls in On Demand mode page 33 18 NN44400 120 Offsite Agent User Guide 26 November 2010 Offsite Agent user workflow Common agent functions on Agent Desktop page 39 Troubleshooting Agen
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17. d appears in the Agent ID field 7 From the Phone list select the telephone number for your current offsite telephone OR Enter the number of your current telephone 8 Click Logon Agent Desktop displays the progress popups and the Agent Desktop main window appears 9 Select Login from the Agent Status list End 26 NN44400 120 Offsite Agent User Guide 26 November 2010 Variable definitions Preparing an offsite PC for Agent Desktop Description Value User name The username configured on CCT to work with Agent Desktop This might be your normal Windows domain username or a specific username provided by the Offsite Agent administrator Your administrator should provide you with the correct username Password The password for the user entered in the User Name field Domain The Windows domain for the user entered in the User Name field Your administrator should provide you with the correct domain Agent ID Your Contact Center agent ID Phone Your default offsite telephone number appears in this field Depending on your profile settings you can select other numbers from the list or edit the number in this field Supervisor Number The telephone number of your supervisor 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 If a contact is open you must close it before you log o
18. d in the call You should use the Agent Desktop work list to invoke all agent functions including End Call There are two configurations of Permanent Connection mode e Forced Answer e Accept Call If the Administrator configures Forced Answer you do not need to take any action to answer calls When the contact center routes a call to you the Offsite Agent server bridges this onto your nailed up connection Offsite Agent plays a tone to alert you to the incoming call and then immediately connects you with the customer The Agent Desktop automatically updates the work list with the call status and details If the Administrator configures Accept Call you are able to accept or reject a call using Agent Desktop When the contact center routes a call to you you to choose to accept or reject the call using a standard voice contact work item e Changing your status to Ready page 30 e Changing your status to Not Ready page 30 e Accepting a call in Permanent Mode page 30 NN44400 120 Offsite Agent User Guide 26 November 2010 29 Handling Telephony calls in Permanent Connection mode e Making a call in Permanent Connection mode page 32 e 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 your status is Not Ready Change your status to Ready when you are available to receive contacts Procedure steps Step Action 1 Select Go Ready from the
19. d you can resume your work by answering the telephone If you were on a customer call when this occurs Offsite Agent returns you to the same customer call if the customer has remained on the call Offsite Agent allows you to hang up as many as four times in a fifteen second period If you hang up for a fifth time within this period Offsite Agent will disconnect the call in this case you must manually log off and exit Agent Desktop In On Demand mode the Offsite Agent server does not maintain a constant connection to your telephone when Offsite Agent forwards a customer call to you your telephone rings and you must physically answer the call on your telephone set NN44400 120 Offsite Agent User Guide 26 November 2010 9 Overview of the Offsite Agent desktop application 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 telephone When working in this mode you must remember to set Not Ready if you take a non contact center call on your telephone otherwise Agent Desktop might attempt to connect a call to your telephone while it is busy In such cases the Agent Desktop toolbar will indicate that a call is being presented If the administrator has implemented the call presentation class recommended by Avaya for Offsite Agent then the call will return to the queue when it is not answered The Agent Desktop
20. e Ensure that your broadband connection is operational Navigation cannot get a connection to the Agent Desktop server page 46 amon a call but the Agent Desktop displays a new contact page 46 e Agent Desktop stops responding but my Permanent Mode connection stays up page 46 NN44400 120 Offsite Agent User Guide 26 November 2010 45 Troubleshooting Agent Desktop on Offsite Agent 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 Procedure steps Step Action 1 Check whether your broadband connection is up and you can access general Internet sites e g www avaya com 2 Check whether you can connect to other servers in your corporate domain e g corporate e mail 3 If your broadband connection is working and you can connect to other servers in your corporate domain contact the Offsite Agent administrator for assistance End lam on a call but the Agent Desktop displays a new contact This procedure describes the actions to take if you receive a contact notification on the Agent Desktop while you are already on a call The most likely cause if you are in On Demand mode is that you have taken or made a non contact center call using your telephone but did not make yourself Not Ready Procedure steps Step Action 1 Check whether you are in Ready state 2 Select Go Ready from the Ag
21. edistributable v2 Microsoft Visual C 2005 SP1 Redistributable Package x86 installed on your computer You can install these components from the Agent Desktop server Prerequisites e Access your corporate network through your broadband connection 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 lt Agent Desktop servername gt agentdesktop 2 Click Install Prerequisites Follow the on screen instructions to complete installing the Agent Desktop prerequisites End Installing Agent Desktop Agent Desktop uses smart client technology to push the Agent Desktop client to your desktop There is no installation program as such you install the application by entering a URL in your internet browser Agent Desktop does not include a desktop icon but it is possible to create one for ease of access Prerequisites e Ensure that the administrator has configured your Windows User ID in Communication Control Toolkit and that you have a valid User ID Password and Domain for use with Agent Desktop e Access your corporate network through your broadband connection NN44400 120 Offsite Agent User Guide 26 November 2010 23 Preparing an offsite PC for Agent Desktop Procedure steps Step Action 1 In Windows Explorer or Internet Explorer enter the HTTP address URL provided by your system admin
22. ent Status list to change yourself to Not Ready End Agent Desktop stops responding but my Permanent Mode connection stays up This procedure describes the actions to take if your Agent Desktop stops responding but your Permanent Mode call stays up The most likely cause of this situation is a loss of connection between your desktop computer and the Agent Desktop server You need to disconnect your permanent mode call by exceeding the Permanent Mode hang up limit of five hang ups in fifteen seconds 46 NN44400 120 Offsite Agent User Guide 26 November 2010 Troubleshooting Agent Desktop on Offsite Agent Procedure steps Step Action 1 Hang up your telephone The Offsite Agent application will immediately ring your telephone again 2 Answer your telephone and hang up 3 Repeat the previous step four more times within a fifteen second period to fully disconnect from Offsite Agent 4 Exit the Agent Desktop application and restart it If you cannot connect to your Agent Desktop server contact your contact center Administrator for guidance End NN44400 120 Offsite Agent User Guide 26 November 2010 47 Troubleshooting Agent Desktop on Offsite Agent 48 NN44400 120 Offsite Agent User Guide 26 November 2010
23. f the call appears on the Agent Desktop application click Release on the call work item 2 Alternatively if the call rings on the telephone do not pick up the handset End NN44400 120 Offsite Agent User Guide 26 November 2010 35 Handling Telephony calls in On Demand mode 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 e the Offsite Agent server makes a call to your offsite phone and bridges it to the phone number you want to call e you will show up on your supervisor s Real Time Display and on subsequent reports as being on a DN call you do not need to make yourself Not Ready e the contact center pays the call tariff Ensure that you follow the correct steps based on the type of telephone number you want to call an external telephone number an internal telephone number Prerequisites Attention If you have an active customer call on your set you cannot originate another call If you want to consult with a supervisor or another agent then you must use the conference feature See Using the conference feature to consult a colleague page 40 Procedure steps Step Action 1 On the action bar click Originate Call 2 Select Use Trunk Access Code and type the access code in the Use Trunk Access Code box and telephone number in the Destination Number box and click Initiate Contact
24. fer button 4 Click OK The call is transferred to the third party and is dropped from your telephone The call timer stops End Conferencing in another agent Conference in another agent if you want to speak to your customer and another agent from the contact center Procedure steps Step Action 1 On the work item click Conference to place the customer on hold and open the Conference window 2 In the Conference window in the Number box type the number of the agent to conference into the call Click OK to begin the conference Speak with the agent if necessary before you conference in the customer Click Conference again to take the customer off hold and conference in the customer and the other agent End NN44400 120 Offsite Agent User Guide 26 November 2010 41 Common agent functions on Agent Desktop 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 Supervisor to place the customer on hold and conference in your supervisor 2 Speak to your supervisor if necessary before you conference in the customer Click Supervisor again to take the customer off hold and conference in the customer and your supervisor End Calling your supervisor You can call your supervisor if you are not currently handling a call To call a supervisor when you
25. ff of the application Procedure steps Step Action 1 Select Log Out from the Agent Status list The top bar displays a Logged Out status message 2 Click the Close button 3 Click Yes Agent Desktop closes NN44400 120 Offsite Agent User Guide End 26 November 2010 27 Preparing an offsite PC for Agent Desktop 28 NN44400 120 Offsite Agent User Guide 26 November 2010 Handling Telephony calls in Permanent Connection mode Handling Telephony calls in Permanent Connection mode Navigation This chapter describes tasks that are specific to handling incoming telephone calls from customers on an offsite Avaya Aura Agent Desktop in Permanent Connection mode For tasks that are common to both Offsite Agent operating modes see Common agent functions on Agent Desktop page 39 You can use the Agent Desktop to perform the following telephone tasks e change your status to Ready or Not Ready e originate calls e end calls In Permanent Mode the Offsite Agent server creates a nailed up connection to your offsite telephone when you log on You should not use the physical telephone for any functions However if you do accidentally hang up your physical telephone Offsite Agent will immediately re establish your connection by calling your phone To resume working you merely answer the call If you are on a customer call when this occurs Offsite Agent connects you back into the customer call if the customer has remaine
26. gent agent id e Corporate domain user name and password Your local telephone number These details are normally available from your Offsite Agent administrator For ease of use Agent Desktop stores your previous entries other than the password Logging on to the contact center Once you have connected to the contact center you log on using the controls on Agent Desktop If you are operating in Permanent Connection mode the Offsite Agent server initiates a call to your PSTN telephone When you answer this call you are connected to the contact center but you must still log on and make yourself Ready before you can take customer calls If you are operating in On Demand mode you are immediately connected to the contact center and you must log on and make yourself Ready before you can take customer calls Using a PSTN telephone with Agent Desktop Using a PSTN telephone with Agent Desktop introduces some new practises that you must be aware of In Permanent Connection mode the Offsite Agent server makes a single call to the your telephone number once you enter your access credentials through Agent Desktop Offsite Agent maintains this call for the duration of your shift and bridges each customer call that the contact center queues to you onto your telephone line To prevent synchronization issues if you accidentally hang up your physical telephone Offsite Agent implements an automatic recovery Offsite Agent re establishes the call an
27. he work item on hold Transfer the work item contact Conference the work item Set the work item activity code Activity codes are not supported on Offsite Agent Read work items details 12 NN44400 120 Offsite Agent User Guide 26 November 2010 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 ar a ig We HQ aq GA Bl BVT shither gt AVAYA aura Agent Desktop FCCC COCO CUO UO COT X 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 Action bar commands Icon Name Description Customer Details View customer details ww Contact Presence Contact presence z 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 Orig
28. inate your telephone rings and Offsite Agent makes the outbound call when you answer ETA Call Supervisor Call your supervisor DTMF Generate DTMF tones Me Contact Search Search for contacts Q Customer Search Search for customers at Schedule Callback Schedule callback Agent Statistics Display agent statistics scroll bar 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 NN44400 120 Offsite Agent User Guide 26 November 2010 13 Overview of the Offsite Agent desktop application 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 credentials to connect to the contact center and specify the remote telephone you are using for the session The fields that are available for editing depend on the specific configuration that the Offsite Agent administrator has applied for your agent profile The first time you start Agent Desktop it displays the Choose Agent Desktop Mode dialog You use this dialog to choose whether you are using Agent Desktop as an onsite or offsite agent Agent Desktop stores this setting and does not prompt you for it again Choose Agent Desktop Mode x Agent Desktop Mode Onsite Offsite You use the Offsite Agent Logon dialog to
29. ions for information about changes that are not feature related e Windows 7 support page 6 Windows 7 support Agent Desktop is now supported on the Microsoft Windows 7 operating system 6 NN44400 120 Offsite Agent User Guide 26 November 2010 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 Agent Desktop to provide the functionality required by offsite agents This update and the operating modes of Offsite Agent necessitate some different practises in the use of Agent Desktop In addition because new offsite agents may not be previously familiar with Agent Desktop this chapter provides a basic overview of the interface Attention The procedures in this book apply only to voice contacts received by offsite agents Multimedia contact types appear to an offsite agent in exactly the same way as they would to an onsite agent For example the Offsite Agent connection mode has no impact on multimedia contacts Navigation e Offsite Agent Agent Desktop concepts page 8 e The Agent Desktop client application page 10 Prerequisites e You are familiar with basic contact center agent concepts e You have a working knowledge of the common Windows desktop operating systems e You understand how to access your corporate network over a broadb
30. istrator for Agent Desktop The correct URL format is lt Agent Desktop servername gt agentdesktop 2 Click Launch Agent Desktop Click Install End Creating a shortcut to the Agent Desktop Create a shortcut to the Agent Desktop to quickly access the application without manually entering the URL Procedure steps Step Action 1 Right click on your Windows Desktop and select New gt Shortcut 2 In the Type the location of the item field paste or type the HTTP address URL provided by your system administrator for AAAD Click Next Enter a name for the shortcut in the Type a name for this shortcut field Click Finish End Starting Agent Desktop The Agent Desktop install creates a listing in the Windows Programs menu for access to the Agent Desktop You can optionally create your own desktop icon for Agent Desktop Prerequisites e Ensure that the administrator has configured your Windows User ID in Communication Control Toolkit and that you have a valid User ID Password and Domain for use with Agent Desktop e Access your corporate network through your broadband connection 24 NN44400 120 Offsite Agent User Guide 26 November 2010 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 mode Start the Agent Desktop when yo
31. l on hold to interrupt your current call When you want to speak to the caller again release the call from hold The contact timer on the work item changes to orange characters while the work item is on hold Procedure steps Step Action 1 On the work item click Hold The call is placed on hold the contact timer color changes to orange and the Hold button changes to Unhold End Releasing a call on hold Release a call that you placed on hold when you want to speak to the caller again NN44400 120 Offsite Agent User Guide 26 November 2010 39 Common agent functions on Agent Desktop Procedure steps Step Action 1 On the work item click Unhold The call is taken off hold the contact timer color changes to green and the Unhold button changes to Hold End Using the conference feature to consult a colleague In an onsite contact center agents frequently use the Hold feature to temporarily hold a customer call while they consult a colleague This consult could be speaking to some one at the next desk or using the DN key on the telephone to place a call to an expert Offsite agents using a single line telephone will not be able to place a call on hold and then originate another call To temporarily hold a customer call and consult a colleague use the Conference feature on Agent Desktop Prerequisites You are on a customer call e You know the number of the person you want to consult Procedure steps
32. lease 5 Features 5 Offsite Agent log on dialog changes 5 Improved user interface 5 New configuration options for Permanent Connection mode 5 Other changes 6 Windows 7 support 6 Overview of the Offsite Agent desktop application 7 Offsite Agent Agent Desktop concepts 8 Offsite Agent Connection Modes 8 Accessing the Agent Desktop application 8 Identifying yourself as an offsite agent 8 Entering your access credentials 9 Logging on to the contact center 9 Using a PSTN telephone with Agent Desktop 9 The Agent Desktop client application 10 Work item paradigm 10 Top bar 11 Work list window 11 Action bar 13 User preferences 13 Offsite Agent dialog 14 Offsite Agent user workflow 17 Preparing an offsite PC for Agent Desktop 21 Installing the Agent Desktop prerequisites 23 Installing Agent Desktop 23 Creating a shortcut to the Agent Desktop 24 Starting Agent Desktop 24 Setting Agent Desktop to offsite mode 25 Logging on to Agent Desktop 25 Logging off from and exiting the Agent Desktop 27 Handling Telephony calls in Permanent Connection mode 29 Changing your status to Ready 30 Changing your status to Not Ready 30 Accepting a call in Permanent Mode 30 Declining a call in Permanent Mode 31 Making a call in Permanent Connection mode 32 Ending acall 32 Handling Telephony calls in On Demand mode 33 Changing your status to Ready in On Demand mode 34 Changing your status to Not Ready in On Demand mode 34 NN44400 120 Offsite Agent User Guide 26 Novembe
33. onse to an incoming call might not synchronize with the telephone ringing 34 NN44400 120 Offsite Agent User Guide 26 November 2010 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 steps Step Action 1 When your telephone rings answer the call by taking the telephone off hook 2 If it is a customer call Agent Desktop updates the display with call information 3 If it is not a customer call select Go Not Ready from the Agent Status list Offsite Agent places you in Not Ready status The top bar displays a Not Ready status message End Declining a call Decline a call if you want to reject the contact and place the contact back in the queue The contact is then queued to another agent and your status becomes Not Ready You cannot receive new incoming contacts until you change your status to Ready Prerequisites Attention Depending on the capacity of your broadband connection and latency in the PSTN network it is possible that the Agent Desktop response to an incoming call might not synchronize with the telephone ringing If the Agent Desktop response is later than the telephone ringing you might not be able to make a decision on whether the call is from the contact center or another source Procedure steps Step Action 1 I
34. our offsite desktop PC or laptop Agent Desktop allows you to log onto Offsite Agent specify your offsite telephone number and exercise call control over your telephone to use normal contact center agent functions To simplify the deployment of the Agent Desktop application the Agent Desktop server employs smart client technology to provide the desktop functionality without requiring a software install You simply use a URL in your browser to invoke the Agent Desktop interface on your PC Identifying yourself as an offsite agent Because Agent Desktop is a generic application that both onsite and offsite agents can use you need to explicitly identify yourself as an offsite agent the first time you use the application Agent Desktop stores this setting so that you do not have to repeat this operation However if you are a mobile worker and switch at times between working onsite and offsite then you will need to change your offsite status each time you change location 8 NN44400 120 Offsite Agent User Guide 26 November 2010 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 additional prompt at start up to collect these details Depending on the settings of your particular Offsite Agent server these will include some or all of the following e Offsite A
35. r 2010 3 Contents Accepting a call 34 Declining a call 35 Making a call in On Demand mode 36 Ending a call 36 Common agent functions on Agent Desktop Placing acallonhold 39 Releasing a call on hold 39 Using the conference feature to consult a colleague 40 Transferring a call 41 Conferencing in another agent 41 Conferencing in a supervisor 42 Calling your supervisor 42 Using the Emergency key 42 Troubleshooting Agent Desktop on Offsite Agent cannot get a connection to the Agent Desktop server 46 am on a call but the Agent Desktop displays a new contact 46 39 45 Agent Desktop stops responding but my Permanent Mode connection stays up 46 4 NN44400 120 Offsite Agent User Guide 26 November 2010 New in this release The following sections detail what is new in the Avaya Aura Agent Desktop User Guide NN44400 114 e Features page 5 e Other changes page 6 Features See the following sections for information about feature changes e Offsite Agent log on dialog changes page 5 Improved user interface page 5 e New configuration options for Permanent Connection mode page 5 Offsite Agent log on dialog changes Offsite Agent now allows you to enter all required information on a single log on dialog The option to add a supervisor number is also available on this dialog Improved user interface The main Avaya Aura Agent Desktop user interface is based on a work item paradigm Each agent to cu
36. stomer interaction is a work item Work items appear on the Agent Desktop work list If you perform another interaction associated with that work item for example an IM consultation with an expert then that interaction is displayed as part of the original work item The work list window contains work items and buttons corresponding to the work item The buttons and functions change depending on the items in the work list window When a new contact arrives Agent Desktop adds the new contact to the work list e Awork item is a unit of work that is a collection of interactions with other parties The party can be a customer another agent a supervisor or an expert e Awork list is a collection of work items New configuration options for Permanent Connection mode Offsite Agent now allows contact center administrators to choose between two configurations for agents using Permanent Connection mode Force Answer and Accept Call Depending on the configuration applied by the Administrator agents working in Permanent Connection mode either e heara tone to alert them to the incoming call which they must take mimicing a forced call answer presentation class or NN44400 120 Offsite Agent User Guide 26 November 2010 5 New in this release 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 sect
37. t Desktop on Offsite Agent page 45 NN44400 120 Offsite Agent User Guide 26 November 2010 19 Offsite Agent user workflow 20 NN44400 120 Offsite Agent User Guide 26 November 2010 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 prepare your PC to support you working as an offsite agent To link to any task see Navigation page 22 NN44400 120 Offsite Agent User Guide 26 November 2010 21 Preparing an offsite PC for Agent Desktop Agent Desktop offsite PC configuration task flow Start preparing your PC for Agent Desktop Installing Agent Desktop prerequisites Installing Agent Desktop Starting Agent Desktop Setting Agent Desktop to offsite mode Logging on to Agent Desktop Logging off from Agent Desktop Navigation Installing the Agent Desktop prerequisites page 23 Installing Agent Desktop page 23 e 22 NN44400 120 Offsite Agent User Guide 26 November 2010 Preparing an offsite PC for Agent Desktop e Starting Agent Desktop page 24 e Setting Agent Desktop to offsite mode page 25 e Logging on to Agent Desktop page 25 e Logging off from and exiting the Agent Desktop page 27 Installing the Agent Desktop prerequisites Agent Desktop requires Microsoft NET framework 3 5 Windows Installer 3 1 R
38. the system status and main controls to operate Agent Desktop Example of Top bar layout gt Sonia 2006 DN 5214 Ready 2 xX The agent status icon appears on the top left corner of the Agent Desktop Top bar It shows the agent status agent name agent login ID and agent dialable number The Top bar has the following icons Top bar icons Icon Name Description Terminal action Access Emergency Observe and Intrinsics controls User preferences Access user preferences Agent status Select agent status 2 Help Access help information Use the Terminal Action menu to perform the following tasks Terminal Action Menu Command Description Observe Used by supervisors or agent supervisors to listen in on a contact not supported on Offsite Agent Emergency Immediately connect with your supervisor in case of emergency Work list window The work list window contains work items and control buttons corresponding to the work item The controls and functions change depending on the information in the work list window The top right corner of the work list window has work item controls These controls are common to all work items on the work list When a new contact arrives Agent Desktop adds the new contact as a work item to the work list The following figure shows the work list windows and controls NN44400 120 Offsite Agent User Guide 26 November 2010 11 Overview of the Offsite
39. tomer before Agent Desktop updates with the call status and information Procedure steps Step Action 1 When you hear the Offsite Agent call alert on your phone commence speaking with the customer OR Click Accept on the voice contact work item and commence speaking with the customer End Declining a call in Permanent Mode Decline a call if you want to reject the contact and place it back in the queue The contact center then queues the contact to another agent and your status becomes Not Ready You cannot receive new incoming contacts until you change your status to Ready Prerequisites Attention If your Administrator has configured Call Force you can reject a call only prior to hearing the incoming call tone on your telephone This will be possible only if your Agent Desktop client alerts you to the incoming call before you hear the tone Procedure steps Step Action 1 If the call appears on the Agent Desktop application click Release on the call work item OR Click Release on the voice contact work item window End NN44400 120 Offsite Agent User Guide 26 November 2010 31 Handling Telephony calls in Permanent Connection mode 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 anew external telephone number e anew internal telephone number Prerequisites Attention If you have an
40. u are ready to connect to the contact center The first time you start the Agent Desktop the application prompts you to enter whether you are working offsite or onsite Prerequisites Attention The server on which the Agent Desktop server software resides depends on the specific Contact Center configuration It is important to get the correct server name from your Contact Center administrator Procedure steps Step Action 1 Click Windows Start All Programs Avaya Agent Desktop The Choose Agent Desktop Mode dialog appears 2 Select Offsite Click OK The Offsite Agent Logon dialog appears End Logging on to Agent Desktop Enter your Offsite Agent access details after you start the Agent Desktop Depending on how the contact center administrator has set up Offsite Agent these will include some or all of the following e Windows user name e Windows password NN44400 120 Offsite Agent User Guide 26 November 2010 25 Preparing an offsite PC for Agent Desktop e Windows domain e Offsite telephone number e Supervisor telephone number Procedure steps Step Action 1 Start the Agent Desktop Agent Desktop displays the Offsite Agent Logon dialog Type your Windows user name in the User name field Type your password in the Password field Type your domain in the Domain field Click Get Agent Agent Desktop expands the Offsite Agent Logon dialog to show additional fields a kf O N o Verify that your agent i
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