Avaya 9608 User Manual
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Avaya 9608 User Manual

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See also: Administrator's Manual , User Manual
Using Avaya IP Deskphone 9608, 9608G,
9611G, 9621G, and 9641G H.323 in the

Call Center

Release 6.4
16-603613
Issue 9
June 2014

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Summary of Contents for Avaya 9608

  • Page 1: Call Center

    Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Release 6.4 16-603613 Issue 9 June 2014...
  • Page 2 Avaya customers and other parties through the Avaya written consent of Avaya can be a criminal, as well as a civil offense Support website: http://support.avaya.com or such successor site as under the applicable law.
  • Page 3 Product or Hosted Service notices and articles, or to report a problem with your Avaya Product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

  • Page 4: Table Of Contents

    Using agent deskphones in the call center .................... 30 Answering a call as an agent .................. 31 Changing agent work mode or status ...................... 31 About Agent Greetings Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014 Comments? infodev@avaya.com...
  • Page 5 Changing agent work mode or status Chapter 5: Customizing the phone.................. 38 .................... 38 Setting the phone screen width .................... 38 Setting the Quick Touch panel June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 6: Chapter 1: Introduction

    16-603593 Using Avaya IP Deskphone Refer to tasks related to using the End users and 9608 and 9611G H.323 deskphone. administrators Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014 Comments? infodev@avaya.com...

  • Page 7: Support

    June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 8: Chapter 2: Setting Up The Deskphones

    The 9611G has a color display, while the 9608 has a monochrome display. You can connect a dual headset adapter to the 9641G, 9608, and 9611G models so that two persons can listen in on calls. You can attach up to three button modules to these models to extend call appearances or features or both.

  • Page 9: 9621G And 9641G Buttons And Features

    In addition to the Message Waiting Indicator, the Message button is also illuminated when you have voice mail messages waiting. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...
  • Page 10 Setting the Quick Touch panel on page 38. Contacts Press the Contacts button to view the entries in your contact list. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014 Comments? infodev@avaya.com...
  • Page 11 CC face plate. The face plate can be attached to the 9641G phone only. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 12: 9608 And 9611G Buttons And Features

    An illuminated red light in the upper-right corner of your phone Indicator indicates you have messages waiting. This light flashes when you receive an incoming call. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014 Comments? infodev@avaya.com...
  • Page 13 The labels and the actions vary depending on the current context. Message Press the Message button to connect directly to your voicemail system. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 14: Using The On-Screen Keyboard

    Use the following diagrams to add or change text or numbers. Tapping and holding down the right or left buttons of the Backspace or cursor produces an automatic repeat action that stops when you lift Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014...

  • Page 15: Adjustable Deskphone Stand

    Gently pull the display screen all the way towards you and push to return it to the original flat position. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 16: Logging In And Signing In

    Before you can sign in as an agent, you must log in to your deskphone extension if you have not already done so. Log in from the initial screen at the system prompt for your extension. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014...

  • Page 17: Logging Out Of Your Deskphone Extension

    Agent sign in and sign out procedures provided by your supervisor. Procedure 1. Enter your Sign In Feature Access Code using the dialpad. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 18: Signing Off As An Agent

    • If the deskphone is in an idle mode, you hear a ringing tone in the wireless headset. • If the phone is already in a headset call, you hear a short beep in the wireless headset. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014...

  • Page 19: Chapter 3: Navigating The Deskphone

    Scrolling and navigation using button-based deskphone models On a 9608 and 9611G model deskphone, a navigation icon in the phone indicates that you can scroll to more options or information. When navigating through the options and features on your phone display, use the navigation arrows to scroll and the line buttons or the OK button to select lines or options.
  • Page 20 Navigating the deskphone the display screen. If you have a 9608 monochrome deskphone, the icons show in black and white. If you have a color display deskphone such as the 9611G, 9621G, or 9641G, the icons display in color or gray shades or both.

  • Page 21: Status Alerting

    Features list. You identify the status by checking whether the LED or color highlight is on, off, or blinking LEDs only as described in the following tables. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 22: Home Screen And Avaya Menu

    But if you have a 9608 or 9611G deskphone, the Avaya Menu provides access to those features instead.

  • Page 23: The Home Screen On Touch-Based Phones

    • World Clock: You can see the time and weather in different parts of the world. This Avaya application might not be available on Call Center deskphones.
  • Page 24 • My Pictures: You can use pictures from a USB device as your deskphone screensaver. This feature is available on those deskphones with a USB interface. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014...

  • Page 25: About The Features Menu

    For models with LEDs such as 9608 and, 9611G, the LED next to the feature name indicates if the feature is currently on or off. If the light is on, the feature is on.

  • Page 26: Ringing On Wireless Headsets

    The red LED next to the Feature button blinks while the feature label is displayed on the screen. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014...

  • Page 27: Accessing Features Using A Button Module

    Available You have to move to Available state through Auto-In and Manual-in feature button when you want to handle calls. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 28: About Status Line Information And Icons

    Incoming calls are queued up and waiting. for monochrome displays or the 9611G color display or for the 9621G and 9641G color displays. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014 Comments? infodev@avaya.com...
  • Page 29 For more information on other status indicators and icons for call center activities, see Call Center work icons on page 19. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 30: Chapter 4: Using The Deskphone In A Call Center

    If you have a touch-based deskphone such as the 9621G or 9641G, tap the appropriate softkey. If you have a button-based deskphone such as the 9608 or 9611G, press the appropriate softkey. Alternatively you can use the Answer softkey to answer a call or press the flashing line button for the incoming call on button-based models.

  • Page 31: Changing Agent Work Mode Or Status

    The pattern of numbers the system looks for is called a match string and the place to look is called a match criterion. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 32: About Call Center Greeting Types

    Supervisors or administrators can prevent agents from setting up their own greetings. If you cannot see a Greetings option on the Avaya menu of 9608 and 9611G or the Home screen of 9621G and 9641G, your administrator has denied you permission to establish and modify your own greetings.
  • Page 33 On right: The data matches the characters on the right end of the incoming call-associated display message. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 34: Adding An Agent Greeting Using A Touch-Based Deskphone

    Next steps If the default greeting type shown is correct, tap Save to save the Greeting, its label, and the Greeting type. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014 Comments? infodev@avaya.com...

  • Page 35: Changing The Greeting Type Using A Touch-Based Deskphone

    After entering the string, press Done to return to the Type Selection screen. 5. Tap Done again, then tap Save on the Greetings Summary screen. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 36: Changing Existing Greetings

    About call center greetings type on page 32. Note: Use this procedure if you have a button-based deskphone such as the 9608 or 9611G. If you have a touch-based deskphone such as the 9621G or 9641G, see Adding an agent greeting using a touch-based deskphone on page 34.

  • Page 37: Changing Agent Work Mode Or Status

    The associated LED flashes to indicate you are transitioning into the work mode or state you chose, and then remains lit steadily when the selected work mode or status is active. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

  • Page 38: Chapter 5: Customizing The Phone

    If you configure the deskphone to display the Quick Touch Panel, call appearances are limited to display to two or three lines at a time. Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014...
  • Page 39 Touch panel is two lines. If you have not signed in as an agent, the default number of lines displayed is one. 6. Tap Save to save the setting or Cancel to return to the menu without saving. June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...
  • Page 40 Options & Settings ............... setting the Quick Touch panel ........Greetings changing ............... setting up ..............34, Greetings, about ..............Quick Touch panel Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center June 2014 Comments? infodev@avaya.com...
  • Page 41 Telephone display icons about ................19 Using deskphones in the call center about ................30 Wireless headset ............18, Work mode ................Work state ................27 June 2014 Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center Comments? infodev@avaya.com...

This manual is also suitable for:

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