Avaya one-X User Manual
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Avaya one-X User Manual

H.323 9608, 9611g, 9621g, and 9641g call center
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®
Avaya one-X
Deskphone H.323 9608,
9611G, 9621G, and 9641G Call Center User
Guide
Release 6.2
16-603613
Issue 2
February 2012

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Summary of Contents for Avaya one-X

  • Page 1 ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide Release 6.2 16-603613 Issue 2 February 2012...
  • Page 2 Product provided by Avaya including the selection, arrangement and the products, services, or information described or offered within them. design of the content is owned either by Avaya or its licensors and is Avaya does not guarantee that these links will work all the time and has protected by copyright and other intellectual property laws including the no control over the availability of the linked pages.
  • Page 3 For the most current versions of Documentation, see the Avaya Support Web site: http://support.avaya.com. Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your Product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://support.avaya.com.
  • Page 4 ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 5: Table Of Contents

    Contents Chapter 1: Introduction to the Avaya Call Center agent deskphones......9621G and 9641G buttons and features....................7 Scrolling and navigation using touch-based deskphone models.............. 11 9608 and 9611G buttons and features...................... 11 Scrolling and navigation using button-based deskphone models............. 15 Call Center work icons..........................
  • Page 6 ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 7: Chapter 1: Introduction To The Avaya Call Center Agent Deskphones

    The 9608, 9611G, 9621G, and 9641G are multiline deskphones that you can use in a standard office environment or with Avaya Call Center 3.0 or later releases. The 9621G and 9641G deskphones are touch-based phones with a color display. The 9611G and 9608 are button-based phones. The 9611G has a color display, while the 9608 has a monochrome display.
  • Page 8 Introduction to the Avaya Call Center agent deskphones Note: The 9641G model includes a call center faceplate and a dual headset adapter replacing the handset as the only voice option. Callout Name Description USB Port If administered, you can insert a USB device, thumb drive, or flash drive to transfer contacts between your phone and an external data source.
  • Page 9 Touch a labeled feature button to enable or disable 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.
  • Page 10 Introduction to the Avaya Call Center agent deskphones Callout Name Description Quick Touch Panel If administered, the Quick Touch panel provides additional buttons for features and work modes. Note that when displayed, the Quick Touch panel might overlay some of your call appearance lines.

  • Page 11: Scrolling And Navigation Using Touch-Based Deskphone Models

    You can act on objects such as a line or softkey, by touching the object or by touching the on- screen softkey labels. Softkey labels change according to the context. 9608 and 9611G buttons and features ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 12 Introduction to the Avaya Call Center agent deskphones Name Description USB Port Available on 9611G deskphones only. If administered, you can insert a USB device such as a memory stick, thumb drive, or flash drive to transfer contacts between your phone and an external data source.
  • Page 13 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.
  • Page 14 Calls (DAC)s will show on your log but call center calls will not. Home Press the Home button to access the Avaya menu. The Avaya menu screen provides options that allow you to customize phone settings, configure call history logging, select the display language, view network information, and log out the telephone extension.

  • Page 15: Scrolling And Navigation Using Button-Based Deskphone Models

    This call appearance line is idle and not in use. An incoming call is alerting on this call appearance line. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 16 Introduction to the Avaya Call Center agent deskphones Icon Description A call is active on this line. A call is on Hold on this line. Your calls are being forwarded. A Conference is active on this line. A Conference is on hold on this line.

  • Page 17: Status Alerting

    Call put on hold using the hold soft key Fluttering or unsteadily Call put on hold as part of conference or transfer procedure flashing line LED state. Call appearance is available. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 18: Using The On-Screen Keyboard

    Introduction to the Avaya Call Center agent deskphones Table 2: Feature button LEDs LED/Square Icon Description Steady green Feature is active. Feature is not active. Using the on-screen keyboard If you have a touch-based deskphone such as a 9621G or 9641G, an on-screen keyboard appears when you add or edit any text.

  • Page 19: Setting The Phone Screen Width

    2. Select Options & Settings or Phone Settings. 3. Press Select or OK. 4. Select Screen & Sound Options. 5. Press Select or OK. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 20: Setting The Quick Touch Panel

    Introduction to the Avaya Call Center agent deskphones 6. Select Phone Screen Width. 7. Press Change or OK to change the screen width from Full where each call appearance or feature occupies the entire width of a line to Half mode each call appearance or feature occupies half the width of a line, effectively splitting the screen in half or Half to Full.

  • Page 21: Adjustable Telephone Stand

    Gently pull the display screen all the way towards you and push to return it to the original flat position. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 22 Introduction to the Avaya Call Center agent deskphones ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 23: Chapter 2: About Logging In And Out And Signing In And Out As An Agent

    Before you can sign in as an agent, you must log in to your telephone extension if you have not already done so. Log in from the initial screen at the system prompt for your extension. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 24: Logging Out Of Your Telephone Extension

    Agent sign in using a Feature Button or softkey. In this case, sign in to the Call Center as you have been trained to do by your supervisor. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 25: Signing Off As An Agent

    • Press the Agent-logout softkey to sign off as an agent. Result The top display line no longer displays the Agent ID. The Agent Status line displays the current status as Logged Out. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 26 About logging in and out and signing in and out as an agent ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 27: Chapter 3: About The Home Screen And Avaya Menu Options

    Greetings, get information about your phone and network settings, and log out. But if you have a 9608 or 9611G deskphone, the Avaya Menu provides access to those features instead. Note: The options, settings, and sub-menus that appear on the Home screen and Avaya menu depend on how your extension was administered.

  • Page 28: Avaya Menu On Button-Based Phones

    About the Home screen and Avaya menu options • 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. • Weather: You can see the current weather conditions in an area you choose and a short- term weather forecast.

  • Page 29: Accessing The Features Menu

    If your administrator has set up Web applications, this option appears under the Phone Settings menu instead. • About Avaya one-X provides the release number of your telephone software; our administrator may ask you to check the release number to troubleshoot problems.
  • Page 30 About the Home screen and Avaya menu options The green LED next to the Feature button indicates if the feature is currently on or off. If the light is on, the feature is on. The red LED next to the Feature button blinks while the feature label is displayed on the screen.

  • Page 31: Chapter 4: Setting Up And Using Recorded Agent Greetings

    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 32: About Call Center Greeting Types

    . Automatic Number Identification. This Anywhere (default):The data type makes vector routing decisions matches any set of characters in the incoming ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 33: Adding An Agent Greeting Using A Touch-Based Deskphone

    Use this procedure if you have a touch-based deskphone such as the 9621G or 9641G. If you have a button-based deskphone such as the 9608 or 9611G, see Adding an agent greeting using a button-based deskphone on page 35. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 34: Changing The Greeting Type Using A Touch-Based Deskphone

    The default greeting type Auto Answer with a Match Criterion of All Calls means that this greeting plays automatically when you answer an incoming call. The other greeting types are ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 35: Adding An Agent Greeting Using A Button-Based Deskphone

    This feature is useful when you deal with different groups of customers and want a ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 36 732-842-2222, you can enter just the last four digits of those numbers as the string to match for their respective greetings. After entering the string, press More again to return to the Type Selection screen. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 37: Changing Existing Greetings

    Adding an agent greeting using a button- based deskphone on page 35. You can then make a change as indicated in those procedures, and select Save to store the changes. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 38 Setting up and using recorded agent greetings ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 39: Chapter 5: About Call Center Deskphone Functionality

    After Call for monochrome displays, or Signed out as an agent. for color displays, and the words Logged Out ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 40: About The Agent Information Line

    You can change back to Aux to indicate you are not available to receive call center calls, for example, when you want to take a break. You must enter a ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 41: 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. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 42 About Call Center deskphone functionality ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 43: Chapter 6: Answering A Call

    Answer is enabled, the phone generates a zip tone to alert you, and then activates the call. In either case, the table below identifies how to answer the call depending on the type of greetings you recorded: ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...
  • Page 44 Manual greeting has been recorded. 2. Press or touch Release to end a call, unless you are instructed otherwise by your supervisor. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 Comments? infodev@avaya.com...

  • Page 45: Chapter 7: About Features

    LED next to the feature name indicates if the feature is currently on or off. If the light is on, the feature is on. 2. Scroll down to see the features that have been administered for your extension. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 46: Accessing Features Using A Button Module

    Depending on your button module model, the LED associated with the feature you select lights up to indicate that the feature is active. ® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

  • Page 47: Index

    Agent work mode/state ..........Home screen .............. Answering a call ............about ..............if you are logged in as an agent ......Home Screen ............. Avaya menu ............... about ..............about ..............Avaya Menu ............about ..............screen width ............
  • Page 48 Using deskphones in the call center ......Quick Touch panel ............about ..............configuring ............screen width ............... Work mode ..............setting ..............Work state ..............® Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012...

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