Avaya NN44400-120 User Manual
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Avaya NN44400-120 User Manual

Avaya NN44400-120 User Manual

Aura offsite agent
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Avaya Aura™ Offsite Agent

User Guide

NN44400-120
Document status: Standard
Document issue: 02.02
Document date: 26 November 2010
Product release: Release 6.0
Job function: User
Type: Technical Document
Language type: English

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Summary of Contents for Avaya NN44400-120

  • Page 1: User Guide

    Avaya Aura™ Offsite Agent User Guide NN44400-120 Document status: Standard Document issue: 02.02 Document date: 26 November 2010 Product release: Release 6.0 Job function: User Type: Technical Document Language type: English...
  • Page 2 Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.

  • Page 3: Table Of Contents

    Ending a call 32 Handling Telephony calls in On Demand mode Changing your status to Ready in On Demand mode 34 Changing your status to Not Ready in On Demand mode 34 NN44400-120 Offsite Agent User Guide Contents 26 November 2010...
  • Page 4 I cannot get a connection to the Agent Desktop server 46 I am on a call but the Agent Desktop displays a new contact 46 Agent Desktop stops responding but my Permanent Mode connection stays up 46 NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 5: New In This Release

    The option to add a supervisor number is also available on this dialog. Improved user interface The main Avaya Aura™ Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. Work items appear on the Agent Desktop work list.

  • Page 6: Other Changes

    See the following sections for information about changes that are not feature-related: • Windows 7 support (page 6) Windows 7 support Agent Desktop is now supported on the Microsoft Windows 7 operating system. NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 7: Overview Of The Offsite Agent Desktop Application

    Overview of the Offsite Agent desktop application This chapter provides an overview of the use of the Avaya Aura™ Agent Desktop (AAAD) for Avaya Aura™ Offsite Agent (AAOA). Avaya has updated Agent Desktop to provide the functionality required by offsite agents. This update and the operating modes of Offsite Agent necessitate some different practises in the use of Agent Desktop.

  • Page 8: Offsite Agent Agent Desktop Concepts

    Agent Desktop stores this setting so that you do not have to repeat this operation. However, if you are a mobile worker and switch at times between working onsite and offsite, then you will need to change your offsite status each time you change location.

  • Page 9: Entering Your Access Credentials

    Offsite Agent forwards a customer call to you, your telephone rings and you must physically answer the call on your telephone set. NN44400-120 Offsite Agent User Guide Overview of the Offsite Agent desktop application 26 November 2010...

  • Page 10: The Agent Desktop Client Application

    This section introduces you to the layout and controls of the Agent Desktop client application. These are the same controls that are available to an onsite agent, but some are not supported on Avaya Aura™ Offsite Agent Release 6.0, and others have modified behavior when used by an offsite agent.

  • Page 11: Top Bar

    When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list. The following figure shows the work list windows and controls. NN44400-120 Offsite Agent User Guide Overview of the Offsite Agent desktop application Name...
  • Page 12 Work item controls Each work item has a number of contact-related controls. These controls change depending on the work list window behavior and contact type. Examples of work item controls Voice NN44400-120 Offsite Agent User Guide E-mail Name Description Accept Accept the work item.

  • Page 13: Action Bar

    Use the User Settings page, under the User Preferences menu, to select template locations, enable the spelling checker, define an e-mail signature, or change your password. NN44400-120 Offsite Agent User Guide Overview of the Offsite Agent desktop application Name Description Customer Details View customer details.

  • Page 14: Offsite Agent Dialog

    When Agent Desktop validates your log on credentials, the Offsite Agent Logon dialog displays your agent ID and default offsite phone number. You can edit the existing number or select other numbers depending on the permissions that the Offsite Agent NN44400-120 Offsite Agent User Guide 26 November 2010...
  • Page 15 Offsite Agent server. You have the option of cancelling the connection. The Agent desktop displays on the screen, with the agent in a logged-out state. To complete the Contact Center logon, the agent selects Logon from the Select Agent Status list. NN44400-120 Offsite Agent User Guide 26 November 2010...
  • Page 16 Overview of the Offsite Agent desktop application NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 17: Offsite Agent User Workflow

    Overview of AAOA user tasks This workflow shows the high-level tasks that an offsite agent using Offsite Agent will carry out. To link to any task go to NN44400-120 Offsite Agent User Guide Navigation (page 18) 26 November 2010...
  • Page 18 Offsite Agent user tasks Navigation • Preparing an offsite PC for Agent Desktop (page 21) • Handling Telephony calls in Permanent Connection mode (page 29) • Handling Telephony calls in On Demand mode (page 33) NN44400-120 Offsite Agent User Guide 26 November 2010...
  • Page 19 • Common agent functions on Agent Desktop (page 39) • Troubleshooting Agent Desktop on Offsite Agent (page 45) NN44400-120 Offsite Agent User Guide Offsite Agent user workflow 26 November 2010...
  • Page 20 Offsite Agent user workflow NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 21: Preparing An Offsite Pc For Agent Desktop

    Agent Desktop offsite configuration steps The following figure outlines the tasks to prepare your PC to support you working as an offsite agent. To link to any task, see NN44400-120 Offsite Agent User Guide Preparing an offsite PC for Agent Desktop Navigation (page 22)
  • Page 22 Preparing an offsite PC for Agent Desktop Agent Desktop offsite PC configuration task flow Navigation • Installing the Agent Desktop prerequisites (page 23) • Installing Agent Desktop (page 23) NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 23: Installing The Agent Desktop Prerequisites

    Communication Control Toolkit and that you have a valid User ID, Password, and Domain for use with Agent Desktop. • Access your corporate network through your broadband connection. NN44400-120 Offsite Agent User Guide Preparing an offsite PC for Agent Desktop --End-- 26 November 2010...

  • Page 24: Creating A Shortcut To The Agent Desktop

    Ensure that the administrator has configured your Windows User ID in Communication Control Toolkit and that you have a valid User ID, Password, and Domain for use with Agent Desktop. • Access your corporate network through your broadband connection. NN44400-120 Offsite Agent User Guide --End-- --End-- 26 November 2010...

  • Page 25: Setting Agent Desktop To Offsite Mode

    Procedure steps Step Action Click Windows Start, All Programs, Avaya, Agent Desktop. Double-click the AAAD icon you created on your Windows Desktop. Setting Agent Desktop to offsite mode Start the Agent Desktop when you are ready to connect to the contact center.

  • Page 26: Procedure Steps

    From the Phone list, select the telephone number for your current offsite telephone. Enter the number of your current telephone. Click Logon. Agent Desktop displays the progress popups, and the Agent Desktop main window appears. Select Login from the Agent Status list. NN44400-120 Offsite Agent User Guide --End-- 26 November 2010...

  • Page 27: Logging Off From And Exiting The Agent Desktop

    The top bar displays a Logged Out status message. Click the Close button. Click Yes. Agent Desktop closes. NN44400-120 Offsite Agent User Guide Preparing an offsite PC for Agent Desktop Value The username configured on CCT to work with Agent Desktop.
  • Page 28 Preparing an offsite PC for Agent Desktop NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 29: Handling Telephony Calls In Permanent Connection Mode

    Connection mode This chapter describes tasks that are specific to handling incoming telephone calls from customers on an offsite Avaya Aura™ Agent Desktop in Permanent Connection mode. For tasks that are common to both Offsite Agent operating modes, see functions on Agent Desktop (page You can use the Agent Desktop to perform the following telephone tasks: •...

  • Page 30: Changing Your Status To Ready

    Offsite Agent plays a tone to alert you to the incoming call before it activates the speechpath. Agent Desktop automatically updates the call status. NN44400-120 Offsite Agent User Guide --End-- --End--...

  • Page 31: Declining A Call In Permanent Mode

    Action If the call appears on the Agent Desktop application, click Release on the call work item. Click Release on the voice contact work item window. NN44400-120 Offsite Agent User Guide Handling Telephony calls in Permanent Connection mode --End-- --End--...

  • Page 32: Making A Call In Permanent Connection Mode

    Not Ready. Procedure steps Step Action Click Release on the call work item. NN44400-120 Offsite Agent User Guide field and click Initiate Destination Number --End-- --End-- 26 November 2010...

  • Page 33: Handling Telephony Calls In On Demand Mode

    Handling Telephony calls in On Demand mode This chapter describes tasks specific to handling customer calls on an offsite Avaya Aura™ Agent Desktop in On Demand mode. For tasks that are common to both Offsite Agent operating modes, see When using Offsite Agent in On Demand mode the following telephone tasks have some differences from normal onsite operation •...

  • Page 34: Changing Your Status To Ready In On Demand Mode

    Attention: Depending on the capacity of your broadband connection and latency in the PSTN network, it is possible that the Agent Desktop response to an incoming call might not synchronize with the telephone ringing. NN44400-120 Offsite Agent User Guide --End-- --End--...

  • Page 35: Declining A Call

    If the call appears on the Agent Desktop application, click Release on the call work item. Alternatively, if the call rings on the telephone, do not pick up the handset. NN44400-120 Offsite Agent User Guide Handling Telephony calls in On Demand mode --End--...

  • Page 36: Making A Call In On Demand Mode

    End a call when you have finished speaking with the customer. If you require time to perform call wrap-up tasks before you accept another call, change your status to Not Ready. NN44400-120 Offsite Agent User Guide Using the conference feature to consult a colleague Destination Number...
  • Page 37 Handling Telephony calls in On Demand mode Procedure steps Step Action Hang up your telephone or click Release on the call work item. --End-- NN44400-120 Offsite Agent User Guide 26 November 2010...
  • Page 38 Handling Telephony calls in On Demand mode NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 39: Common Agent Functions On Agent Desktop

    Common agent functions on Agent Desktop This chapter describes how to work with active calls on an offsite Avaya Aura™ Agent Desktop. These actions are the same whether you are working in Permanent Connection or On Demand mode. They are identical to those for onsite agents using Agent Desktop.

  • Page 40: Using The Conference Feature To Consult A Colleague

    The Conference and Unhold buttons flash. When you have finished speaking to the person you have consulted, click Unhold. Agent Desktop terminates the consult call and returns you to the customer call. NN44400-120 Offsite Agent User Guide --End-- --End-- 26 November 2010...

  • Page 41: Transferring A Call

    Speak with the agent, if necessary, before you conference in the customer. Click Conference again to take the customer off hold and conference in the customer and the other agent. NN44400-120 Offsite Agent User Guide Common agent functions on Agent Desktop --End--...

  • Page 42: Conferencing In A Supervisor

    On the Agent Desktop Top bar menu, click Emergency to place the customer on hold and conference in your supervisor. Speak to your supervisor, if necessary, before you conference in the customer. NN44400-120 Offsite Agent User Guide --End-- Conferencing in a supervisor (page...
  • Page 43 Common agent functions on Agent Desktop Click Emergency again to take the customer off hold and conference in the customer and your supervisor. --End-- NN44400-120 Offsite Agent User Guide 26 November 2010...
  • Page 44 Common agent functions on Agent Desktop NN44400-120 Offsite Agent User Guide 26 November 2010...

  • Page 45: Troubleshooting Agent Desktop On Offsite Agent

    I am on a call but the Agent Desktop displays a new contact (page 46) • Agent Desktop stops responding but my Permanent Mode connection stays up (page 46) NN44400-120 Offsite Agent User Guide Troubleshooting Agent Desktop on Offsite Agent 26 November 2010...

  • Page 46: I Cannot Get A Connection To The Agent Desktop Server

    Agent Desktop server. You need to disconnect your permanent mode call by exceeding the Permanent Mode hang-up limit of five hang-ups in fifteen seconds. NN44400-120 Offsite Agent User Guide --End-- --End-- 26 November 2010...
  • Page 47 Offsite Agent. Exit the Agent Desktop application, and restart it. If you cannot connect to your Agent Desktop server, contact your contact center Administrator for guidance. NN44400-120 Offsite Agent User Guide Troubleshooting Agent Desktop on Offsite Agent --End-- 26 November 2010...

  • Page 48: Nn44400-120 Offsite Agent User Guide 26 November

    Troubleshooting Agent Desktop on Offsite Agent NN44400-120 Offsite Agent User Guide 26 November 2010...

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