Refreshing Your Softphone Data; Reconnecting To Your Physical Telephone - Avaya Interaction Center User Manual

Chapter 3 Managing Inbound Voice Contacts

Refreshing Your Softphone Data

You use the Softphone - Refresh option in the pop-up menu to refresh the data in the WrapUp
dialog box and, if it is used, the DEFINITY Log/Aux dialog box.
When you log in to Avaya Agent, the Softphone retrieves the data for the WrapUp and DEFINITY
Log/Aux dialog boxes from the database and stores them in your workstation's memory. Because
administrators may make changes to the data during the course of the day, you may need to refresh
your Softphone data frequently to ensure that you have access to the most current information.
To refresh your Softphone data:
1 Right-click in an empty part of the Avaya Agent frame.
2 In the pop-up menu, click Softphone - Refresh.
Your Softphone data is refreshed with the updated information.
3 Click OK.

Reconnecting to Your Physical Telephone

You use the Softphone - Reset option to re-establish and synchronize the connection between your
Softphone and your physical telephone when communications are disrupted and your Softphone
fails to function properly.
You can identify a communication failure when:
Softphone cannot perform a telephone operation.
n
Softphone appears to be "locked up" for any length of time.
n
Note: If your Softphone and your physical telephone are set differently, Softphone may become
unresponsive when you use both your physical telephone and Softphone. To avoid this problem,
ask your administrator to confirm that the preset state settings for your physical telephone and
Softphone are identical.
To reset the communication between your Softphone and the telephone:
1 If you are in a voice contact, complete your voice contact with the physical telephone.
2 Set your agent state to Unavailable (see
3 Right-click in an empty part of the Avaya Agent.
4 In the pop-up menu, click Softphone - Reset.
5 Click OK.
If this does not resolve the problem, contact your administrator.
80 Avaya Agent User's Guide
Note: The Softphone - Reset option clears all current activity from the Softphone
and terminates all calls. You must complete Steps 1 and 2 before using Softphone -
Reset.
"Changing Your Agent State," on page 46).