Avaya 9608 User Manual page 12

Introduction to the Avaya Call Center Agent Deskphones
1 USB Port
2 Message Waiting
Indicator
3 Phone Display: Top
Line
4 Phone Display:
Agent Status line
5 Phone Display:
Agent Information
line
6 Phone Display: Call
Appearances/
Feature Lines
6 Call/Line
Appearance Buttons
or Feature Buttons
7 Phone Display:
Softkey Labels
8 Softkeys
12 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide
Name
Available on 9611G deskphones only. If administered, you
can insert a USB device (also called a memory stick, thumb
drive, or flash drive) to transfer contacts between your
phone and an external data source. You can also recharge
some battery-powered devices by using a USB cable to
connect the device to your deskphone's USB port. Note: the
9608 does not have a USB port.
An illuminated red light in the upper-right corner of your
phone indicates you have messages waiting. This light
flashes when you receive an incoming call.
When the phone is idle, the top line shows the missed call
icon with the number of calls missed, your primary
extension, and the time and date. System messages also
display on the top line.
When you are logged in as an agent, the Status line (below
the top line) shows your current work status; see
status line information and icons
information.
The Agent Information line below the Status line shows
information about a call state; see
information line
When the Phone screen is active, the Call Appearance lines
show call information — for example, information about an
active call, an idle line, or which line has a held or
conference call. When the Features list is active, the display
area shows the call center features you use to do your job,
such as VU Stats, After Call work, etc.
There are up to 8 buttons along the right and left sides of
the display screen that can be programmed as either call
appearance/line buttons or feature buttons. Press a call
appearance/line button to make or answer a call or to
resume a call on hold. Press a labeled feature button to
activate or deactivate that feature. The feature buttons
provide access to the Avaya call center system features that
have been administered for your extension. The green LED
next to each feature button indicates if the feature is
currently on or off. If the green light is on, the feature is on.
The feature buttons provide the same features that are
available in the Features menu. For more information about
the features menu, see
The bottom line of the display shows the softkey labels
applicable to the information displayed on the screen.
Press the softkeys to select the actions indicated by the
softkey labels above them. The labels and the actions vary
depending on the current context.
Comments? infodev@avaya.com
Description
on page 35 for
About the agent
on page 36 for information.
Features Menu.
About
May 2011