Table Of Contents - Avaya 9621G User Manual

Chapter 1: Introduction to the Avaya Call Center agent deskphones............................
Differences between the H.323 and SIP deskphones............................................................................... 7
About Call Center Agent Phone screen.................................................................................................... 8
Quick Touch Panel options....................................................................................................................... 10
Setting the Quick Touch panel.......................................................................................................... 11
About Agent work modes and states........................................................................................................ 11
About call center-related icons.................................................................................................................. 12
About Lamp States for Call Center features............................................................................................. 14
Agent Status line display combinations for agents................................................................................... 15
About incoming calls................................................................................................................................. 18
About Message Waiting Indicator............................................................................................................. 19
Chapter 2: Call Center Agent operations..........................................................................
About Call Center Agent features............................................................................................................. 21
About Reason Codes................................................................................................................................ 21
Logging in as an agent.............................................................................................................................. 22
Logging out as an agent........................................................................................................................... 23
Activating After Call Work......................................................................................................................... 23
Activating Auxiliary Work........................................................................................................................... 24
Activating Auto In...................................................................................................................................... 25
Activating Manual In.................................................................................................................................. 25
Activating Logout Override........................................................................................................................ 26
Chapter 3: Call Center Deskphone operations.................................................................
Answering and ending a call..................................................................................................................... 27
Entering Stroke Counts............................................................................................................................. 28
Entering Call Work Codes......................................................................................................................... 29
Viewing Queue Stats................................................................................................................................. 29
Viewing Vu Stats....................................................................................................................................... 30
Activating Supervisor Assist...................................................................................................................... 31
Viewing ASAI UUI..................................................................................................................................... 31
Index.....................................................................................................................................
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Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide
Contents
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