Using The Softphone Menu - Avaya Interaction Center User Manual

9 Click one of the following buttons and follow the instructions for that button:
Blind Transfer – To transfer the call to the selected person and have the voice contact
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removed from your Phone task list immediately. The call waits in a queue until the agent to
whom you transferred the call is available to answer it. If the agent is busy and cannot take
the contact, you can cancel the transfer or remain in session with the call until the agent is
available.
Conference – To transfer the call and have the ability to remain on the call with the customer
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and the selected agent or agents. In the dialog box that is displayed, click Complete to
complete the transfer. To add more agents to the call, repeat the above procedures. Use the
Softphone HangUp button to hang up whenever you want.
Cons Transfer (Consultative Transfer) – To transfer the call and have the ability to speak as
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you transfer the voice contact. You can introduce the customer to the other agent and
explain the nature of the call. In the dialog box that is displayed, click Complete to complete
the transfer. Use the Softphone HangUp button to hang up whenever you want.

Using the Softphone Menu

With the Softphone component of Avaya Agent, you can perform standard telephone functions
without a physical telephone. The Softphone menu is part of the Avaya Agent pop-up menu. You
see this menu if you right-click (use the right mouse button to click) any blank section of Avaya
Agent. The pop-up menu contains the following menu options:
Softphone - Login/Logout
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n Softphone - Refresh
Softphone - Reset
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This section explains the Refresh and Reset options. For information on logging in and out of
Softphone, see "Logging In and Out of Media Channels," on page
Using the Softphone Menu
44.
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