Handling Incoming Calls; Answering A Call - Avaya IP Agent Installation And User Manual

Handling incoming calls

This section describes those functions that you will be using every day when you receive an
incoming call at your station, including answering a call and holding a call.
This section includes the following topics:

Answering a call

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Holding a call
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Releasing a call
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Dropping a call
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Answering a call
Answering a call depends on how the Avaya communication server and the network are
administered. Each contact center environment is different, which can affect the way agents
answer calls. Avaya suggests that each contact center evaluate its configuration and instruct
agents on the best way to answer calls with Avaya IP Agent. There are too many possible
Avaya IP Agent configurations to list them in this document. The following are some suggested
procedures on answering calls for different configurations.
Configuration settings for Telecommuter
The following list provides the options to set for this configuration:
Agent Administration for auto-answer is set to station or none.
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Station Administration for auto-answer is set to none.
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Station Administration has service link set to as-needed.
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Each time a call is received, the analog or DCP telephone that provides the voice path will
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ring. The personal computer will also emit a ringing sound if you have configured Avaya IP
Agent to do so.
Your Central Office (CO) must have the Answer Supervision feature. Contact your
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telecommunication provider for more information.
Steps for answering Telecommuter calls
To answer a call for this configuration:
1. The agent should wait for the telephone to ring and then answer it. Answering of the
telephone will automatically be detected through Avaya IP Agent.
Avaya IP Agent Installation and User Guide for Citrix
on page 63
on page 65
on page 66
on page 67
Handling incoming calls
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June 2007