Entering Stroke Counts - Avaya 9621G User Manual

Call Center Deskphone operations

Entering Stroke Counts

The Stroke Count feature allows your administrator to define up to nine different customer-
related events using keys 0 through 9.
Note:
Stroke Count 0 is used for tracking any audio quality issues. It can be entered while in any
agent state or work mode as long as you are logged in as an agent.
About this task
Use these pre-defined keys to report the number of times that a particular event occurs. On a
single call, you can send any of the configured stroke counts and repeat them as many times
as the incident occurs.
To enter a stroke count, you must be logged in and
• active on an ACD or DAC call
or
• in ACW state after disconnecting from a call
or
• in Timed ACW state after disconnecting from a call
If you are not in any of these states, the Deskphone displays "INVALID STATE" on the Top Line
and the Stroke Count information is not sent. As well, the LED associated with this feature or
the touch phone equivalent will flutter.
Your Feature screen displays Stroke Count (#), where # is the number from 0 to 9 that your
system administrator has defined for specific customer events.
Contact your supervisor or your system administrator for more information about the defined
events.
Procedure
1. Tap Features to access the Features list.
2. From the Features list, tap Stroke Count using the up or down navigation
Result
The Stroke Count information is sent to the CC Elite server.
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28 Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide
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Comments? infodev@avaya.com
Augut 2012