Avaya 9621G User Manual
Deskphone sip call center
agent
Hide thumbs
Also See for 9621G:
- Instruction manual (113 pages) ,
- Using manual (112 pages) ,
- User manual (110 pages)
Related Manuals for Avaya 9621G
Summary of Contents for Avaya 9621G
- Page 1 ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide 16-603759 01.04 Augut 2012...
- Page 2 Product provided by Avaya including the selection, arrangement and the products, services, or information described or offered within them. design of the content is owned either by Avaya or its licensors and is Avaya does not guarantee that these links will work all the time and has protected by copyright and other intellectual property laws including the no control over the availability of the linked pages.
- Page 3 See the Avaya Support Web site: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support Web site: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support.
- Page 4 ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com...
-
Page 5: Table Of Contents
Entering Stroke Counts..........................28 Entering Call Work Codes......................... 29 Viewing Queue Stats..........................29 Viewing Vu Stats............................30 Activating Supervisor Assist........................31 Viewing ASAI UUI............................. 31 Index............................. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... - Page 6 ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012...
-
Page 7: Chapter 1: Introduction To The Avaya Call Center Agent Deskphones
Chapter 1: Introduction to the Avaya Call Center agent deskphones The 9608, 9611G, 9621G, and 9641G are multiline deskphones that you can use in a standard office environment or with Avaya Call Center 3.0 or later releases. The 9621G and 9641G deskphones are touch-based phones with a color display. -
Page 8: About Call Center Agent Phone Screen
UUI Info button. Agent Information Displays Vu Stats information when you press the Vu Stats Line button. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... - Page 9 Tap the button to access the configured Call Center Features. The Top line display, Agent Status line, and Agent Information line are also visible when viewing the Features screen. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012...
-
Page 10: Quick Touch Panel Options
You can configure the Quick Touch panel to display one line, two lines, or not to display. displayed One line display Two line display ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... -
Page 11: Setting The Quick Touch Panel
Depending on how your system is administered, you might be prompted to enter a Reason Code when changing to Aux Work. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... -
Page 12: About Call Center-Related Icons
You may need to enter a Reason Code for entering the Aux ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... - Page 13 ACD or DAC call on hold, the icon displays the respective text, ACD or DAC, vertically. Queue Agent The Deskphone displays this icon when you Stats Information activate Queue Stats. line ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012...
-
Page 14: About Lamp States For Call Center Features
Call center features that are associated with an administered feature button display different lamp states, indicating the status of the feature. Lamp State Feature Status Dark Steady Wink Pending state change ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... -
Page 15: Agent Status Line Display Combinations For Agents
Agent Work Agent Status Icon area shows What this means: Mode shows shows Auto or Man You are ready to receive DAC or ACD calls. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... - Page 16 A DAC call is waiting in the queue while you have an ACD call on hold. Auto or Man On-DAC-Hold You have a DAC on hold. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com...
- Page 17 Auto or Man On-ACD ACW Pend You are active on a call, you are switching into ACW state, and have no incoming or pending calls. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012...
-
Page 18: About Incoming Calls
Call Redirected (CR) indicator, is displayed for an incoming call, as is the case for calls that are received from Routing On No Answer (RONA) redirection.. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... -
Page 19: About Message Waiting Indicator
Touchscreen icon displays an open envelope when there are unopened messages for the configured extensions on your Deskphone. When all messages are cleared, the envelope will appear closed. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... - Page 20 Introduction to the Avaya Call Center agent deskphones ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com...
-
Page 21: Chapter 2: Call Center Agent Operations
If your system administrator did not configure Reason Codes, you may not be prompted to enter a Reason Code. Speak to your system administrator or supervisor for more information about the Reason Codes your system uses. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... -
Page 22: Logging In As An Agent
Logging in as an agent Before you begin To log in as an agent, your extension must be registered to the Avaya Aura network and you must have your agent ID and, if required by your system administrator, your password. -
Page 23: Logging Out As An Agent
Procedure 1. Tap Features to access the Features list. 2. From the Features list, tap After Call Work using the up or down navigation arrows. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... -
Page 24: Activating Auxiliary Work
You see the Aux Work Pending icon if you activate Aux Work while active on a call. Once the call has been released, you enter the Aux Work state. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... -
Page 25: Activating Auto In
Depending on your provisioning, you may be required to enter a Stroke Count or Call Work Code before being allowed to enter the manual-in mode. Contact your supervisor for additional information. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... -
Page 26: Activating Logout Override
Result The Logout Override icon ( ) appears on the Top Line Display if activated before the predefined logout time is reached. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... -
Page 27: Chapter 3: Call Center Deskphone Operations
When you receive an incoming call, the Deskphone uses the Vector Directory Number (VDN) name feature and displays certain information about the caller on the Deskphone display screen. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... -
Page 28: Entering Stroke Counts
2. From the Features list, tap Stroke Count using the up or down navigation arrows. Result The Stroke Count information is sent to the CC Elite server. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... -
Page 29: Entering Call Work Codes
The Queue Stats feature button label is displayed as Queue Stats followed by the skill number in brackets; for example, Queue Stats (4). Procedure 1. Tap Features to access the Features list. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... -
Page 30: Viewing Vu Stats
2. From the Features list, tap Vu Stats using the up or down navigation arrows. 3. Tap the VuStats information displayed on the Agent Information line. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com... -
Page 31: Activating Supervisor Assist
When you press the UUI Info button, the Deskphone displays the UUI information on the Agent Information line, with the UUI icon ( ) appearing before the call information. The UUI ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... - Page 32 2. If the UUI associated with the call is too long to fit in the screen, tap Next to see the entire UUI. 3. Tap Exit to clear UUI information from the screen. ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012 Comments? infodev@avaya.com...
-
Page 33: Index
............. configuring ............display icons ............... reason codes ............entering ..............RONA information ............Forced Logout ............override ............pending ..............skills ................® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012... - Page 34 Stroke Count .............. zero ..............Supervisor Assist ............VDN information ........... activating .............. Vu Stats ..............viewing ..............top line display ............. UUI information .......... ® Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide Augut 2012...