Softphone - Avaya Interaction Center User Manual

To begin responding to an incoming contact, you must select the contact in the task list and
double-click.

Softphone

Softphone makes it possible for you to perform standard telephone operations using your computer
instead of a physical telephone. Your Softphone interface is in the Media pane of Avaya Agent.
This interface contains the Phone task list and the telephony buttons that you use to manage your
incoming and outgoing voice contacts.
The out-of-the-box Softphone interface in the Media pane is shown in the following illustration.
Your Softphone may resemble the following illustration, or it may have a different set of buttons.
Hang up voice contact and
enter WrapUp state
With the telephony buttons, you can perform various Softphone functions. These buttons can
include:
Answer
n
Hang Up
n
n Hold
Reconnect
n
Ready
n
n Busy
Directory
n
Telephony buttons may be available or unavailable to you, depending on the current state of the
active voice contact and on your agent state. For example, the Hold and Hang Up buttons are
available only if the active voice contact is in an InCall state. If it is not in an InCall state, the Hang
Up button is disabled (greyed out), and the Hold button is either disabled or replaced by the
Reconnect button.
Avaya Agent
Phone task list with
information about current
voice contacts
Put voice contact on hold
Display Unified Agent Directory (UAD)
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