Chapter 6: Answering A Call; Answering A Call If You Are Signed In As An Agent - Avaya one-X User Manual

Chapter 6: Answering a Call

Procedure
To answer a call to the Call Center, you must be signed in as an agent. When you receive an
incoming call on a touch-based deskphone, the incoming line is highlighted. When you receive
an incoming call on a button-based deskphone, the green LED associated with the call flashes.
The incoming call is usually selected automatically. However, if you are already on a call or if you
receive more than one incoming call at a time, you may need to select the call you want to answer
manually. Receiving incoming call center calls also depends on your current work mode and
status, as described in

Answering a call if you are signed in as an agent

About this task
Several variables such as your call center system configuration, call delivery mode, agent
status, the number of greetings recorded determine how you answer a call.
For more information, see
line information and icons
In all cases, you are alerted to incoming calls by a special tone, the call appearance line button
flashing green in case of button-based models, or the call appearance line itself highlighted in
green for touch-based phones, and the ringing icon displayed on the incoming call's line.
Note:
If you have a touch-based deskphone (9621G or 9641G), touch the desired softkey. If you
have a button-based deskphone (9608 or 9611G), press the desired softkey. Alternate ways
to using the Answer softkey to answer a call are to press the flashing line button for the
incoming call (button-based models) or touching the call appearance line itself (for touch-
based models). Your supervisor will advise you as to how incoming calls to the call center
appear and provide any details not covered below.
Procedure
1. If you are in either Manual-In or Auto-In mode, you must always wait for an alerting
®
Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide
About agent work modes and states
About agent work modes and states
on page 39.
signal such as a ring or tone. Then touch or press the Answer softkey. If Auto-
Answer is enabled, the phone generates a zip tone to alert you, and then activates
the call. In either case, the table below identifies how to answer the call depending
on the type of greetings you recorded:
on page 40.
on page 40 and
February 2012
About status
43