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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
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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,
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Contents Contents New in this release 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
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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 39 Placing a call on hold 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 45 I cannot get a connection to the Agent Desktop server 4
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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: • Offsite Agent log on dialog changes (page 5) • Improved user interface (page 5) • 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 sing
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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 sections for information about changes that are not feature-related: • 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
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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 fa
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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
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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: • Offsite Agent agent id • Corporate domain user name and password • Your local tel
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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 toolb
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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 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
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Overview of the Offsite Agent desktop application Example of a work list layout 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. • A work item is a collection of interactions with a customer, another agent, a supervisor, or an expert. • A work list is a collection of work items. When you receiv
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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 la
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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 pr
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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. 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. The Agent desktop displays on the screen, with
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Overview of the Offsite Agent desktop application 16 NN44400-120 Offsite Agent User Guide 26 November 2010
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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
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Offsite Agent user workflow Offsite Agent user tasks Navigation • Preparing an offsite PC for Agent Desktop (page 21) • Handling Telephony calls in Permanent Connection mode (page 29) • Handling Telephony calls in On Demand mode (page 33) 18 NN44400-120 Offsite Agent User Guide 26 November 2010
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Offsite Agent user workflow • Common agent functions on Agent Desktop (page 39) • Troubleshooting Agent Desktop on Offsite Agent (page 45) NN44400-120 Offsite Agent User Guide 26 November 2010 19
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Offsite Agent user workflow 20 NN44400-120 Offsite Agent User Guide 26 November 2010
