Initiating A Voice Contact - Avaya Interaction Center User Manual

Initiating a Voice Contact

If you are enabled for voice contacts, you can use your contact center telephones to make a voice
contact. You can use the UAD to find the telephone number of another agent, supervisor, or
external agent who works for your company.
Note: If you are looking for information about making outbound calls as part of your job duties,
see Chapter 7, "Managing Outbound Contact Calls"
To initiate a call:
1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD).
2 Select <New Call> from the Current Tasks menu, if this option is not already displayed.
3 If you know the telephone number of the person you want to call, enter that number in the To
box at the bottom of the UAD. Then skip to Step 9 of this procedure.
4 If you want to call a specific agent, and there is an Agents tab above the scroll box on the left
side of the UAD, click on that. If you do not see an Agents tab, search for the person as
described in
Displayed in Tabs," on page
5 If the person is not located in your site, select the name of the site from the Site drop-down
menu. If you do not know where the person is located, select All Sites.
6 Navigate through the tree structure in the scroll box on the left. Click any group to display the
agents in that group. Use the scroll bar as necessary.
7 When you see the name of the person you want to call, you may want to check that this is the
correct person. To do so:
a Right-click the name and click Properties in the pop-up menu.
"Looking Up Agents with the Find Option," on page 62
60.
Initiating a Voice Contact
or Chapter 8, "Managing Outbound
or "Filtering Data
Issue 1.0 June 2002
Lists".
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