Table Of Contents - Avaya one-X User Manual

Chapter 1: Introduction to the Avaya Call Center agent deskphones............................
9621G and 9641G buttons and features................................................................................................... 7
Scrolling and navigation using touch-based deskphone models.............................................................. 11
9608 and 9611G buttons and features...................................................................................................... 11
Scrolling and navigation using button-based deskphone models............................................................. 15
Call Center work icons.............................................................................................................................. 15
Status alerting........................................................................................................................................... 17
Using the on-screen keyboard.................................................................................................................. 18
Setting the Phone screen width................................................................................................................ 19
Setting the Quick Touch panel.................................................................................................................. 20
Adjustable telephone stand....................................................................................................................... 21
Chapter 2: About logging in and out and signing in and out as an agent.....................
Logging in to your telephone extension.................................................................................................... 23
Logging out of your telephone extension.................................................................................................. 24
Signing in as an agent.............................................................................................................................. 24
Signing off as an agent............................................................................................................................. 25
Chapter 3: About the Home screen and Avaya menu options........................................
Home screen and Avaya menu................................................................................................................. 27
The Home screen on touch-based phones............................................................................................... 27
Avaya menu on button-based phones...................................................................................................... 28
Accessing the Features menu................................................................................................................... 29
Chapter 4: Setting up and using recorded agent greetings............................................
About Agent Greetings.............................................................................................................................. 31
About call center greeting types................................................................................................................ 32
Adding an agent greeting using a touch-based deskphone...................................................................... 33
Changing the greeting type using a touch-based deskphone.......................................................... 34
Adding an agent greeting using a button-based deskphone..................................................................... 35
Changing existing greetings...................................................................................................................... 37
Chapter 5: About Call Center deskphone functionality...................................................
Using agent deskphones in the Call Center.............................................................................................. 39
About status line information and icons.................................................................................................... 39
About the agent information line............................................................................................................... 40
About agent work modes and states......................................................................................................... 40
Changing agent work mode or status............................................................................................... 41
Chapter 6: Answering a Call..............................................................................................
Answering a call if you are signed in as an agent..................................................................................... 43
Chapter 7: About Features.................................................................................................
Accessing the Features menu................................................................................................................... 45
Accessing features using a button module............................................................................................... 46
Index.....................................................................................................................................
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Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide
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February 2012 5