Agent Mode Operation - Avaya 40DHB0002USAR User Manual

Agent Mode Operation

Phone Manager Pro only. Agent Mode allows Phone Manager to be used as a call center tool. It allows
you to perform a number of call center functions without needing a specially designed call center
telephone*, ie. one with dedicated keys for functions such as busy wrap up.
Agent Mode is enabled through the Agent Mode tab within Configure | Preferences.
• Note: Logging on and logging off is separate from Agent Mode and is enabled through the
Configure | PBX menu. See
In Agent Mode:
• Phone Manager displays Busy Wrap Up
to go into those states.
• Use Busy Wrap Up when you temporarily need to stop receiving calls when you 'wrap up' the
details of the call just finished.
• Use Busy Not available when you need to stop receiving calls for some other reason.
• The Select Group
Wrap Up or Busy Not Available.
• The Start
requires VM Pro.
• The Account Codes tab allows you to make calls with the appropriate account code or to easily
apply an account code to a current call.
•
In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code'
and F3 becomes 'call'. These are the default settings.
*We still recommend that only Avaya telephones are used in call centers. Most standard telephones are
not designed for normal call center conditions, ie. the possible high number of on-hook, off-hook actions
and key presses. Whilst standard telephones are okay in most domestic and business situations, they
are likely to fail frequently in a call center environment.
Phone Manager User Guide
IP Office
Getting Started.
icon show the groups for which you will receive calls when not in Busy
and Stop icons are available for recording conversations. Call recording
and Busy Not Available
40DHB0002USAR Issue 13a (22nd September 2005)
Phone Manager
icons allow you
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