Avaya Agent 16CC User Manual
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Avaya Agent 16CC User Manual

Avaya Agent 16CC User Manual

Avaya agent deskphone user guide
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Avaya Agent Deskphone 16CC
User Guide
16-602096
Issue 1
January 2008

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Summary of Contents for Avaya Agent 16CC

  • Page 1 Avaya Agent Deskphone 16CC User Guide 16-602096 Issue 1 January 2008...

  • Page 2: Table Of Contents

    Contents Notices...5 Top Display Line Combinations for Agents...7 Introduction to the Avaya Agent Deskphone 16CC...9 Avaya Agent Deskphone 16CC Phone Buttons and Features...9 About LEDs...11 Scrolling and Navigation...11 About Paper Labels...12 Telephone Stand...12 About Logging In to and Out of Your Telephone...12 Logging in to your telephone extension...12...
  • Page 3 Accessing the Features Menu...22 Send all calls...22 Sending a call to another number...22 Forwarding a call...22 Turning off call forwarding...22 Avaya Menu...23 Options/Settings...23 Turning show incoming call on or off...23 Setting redial options...24 Turning the call timer on or off...24 Adjusting the brightness or contrast of the display...24...
  • Page 4 Contents 4 Avaya Agent Deskphone 16CC User Guide...

  • Page 5: Notices

    Note: Using a cell, mobile, or GSM phone, or a two-way radio in close proximity to an Avaya IP telephone might cause interference. For full legal page information, please see the complete document, Avaya Legal Page for Hardware Documentation, Document number 03-600759.
  • Page 6 6 Avaya Agent Deskphone 16CC User Guide...

  • Page 7: Top Display Line Combinations For Agents

    Top Display Line Combinations for Agents What you see on the top line of the screen depends on what you are doing at the time (your agent work mode) and whether you are idle or have an active, held, or incoming call. Top line space is limited, and sometimes it's hard to determine whether you have a pending call or not.
  • Page 8 Aux Pend or Aux RC Pend Auto or Aux Pend or Aux RC Pend Auto or ACW Pend Auto or ACW Pend 8 Avaya Agent Deskphone 16CC User Guide 2nd Field (Work 3rd Field Mode) shows (DAC Field Pending) (Time shows...

  • Page 9: Introduction To The Avaya Agent Deskphone 16Cc

    Introduction to the Avaya Agent Deskphone 16CC The 16CC telephone is a multiline SIP telephone for use with Avaya Call Center 5.0. The 16CC telephone puts convenient features and capabilities at your fingertips, including a Phone screen to view and manage your calls, a Contacts list, a Call Log, designated feature buttons to change your agent work mode or status, a menu of options and settings to customize your phone, and access to your voice mail.
  • Page 10 Phone/Exit button switches the phone display back to the call view. Press the A button to access the Avaya menu. The Avaya menu provides options that allow you to customize phone settings, configure call logging, select the display language, view network information, and log the telephone extension out.

  • Page 11: About Leds

    Buttons hold. Press 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 12: Scrolling And Navigation

    Telephone Stand Your Avaya Agent Deskphone comes with a stationary stand. You can adjust the display screen to different angles. To move the display screen, gently pull from the top of the display screen towards you. As you pull the screen towards you, you will hear a clicking sound.

  • Page 13: Agent Login

    2. Press Enter or OK. 3. Enter your password. 4. Press Login or OK. Agent login If the telephone prompts you for your Username, you must first log in to the phone extension, as covered in Logging in to your telephone the Phone screen.

  • Page 14: Changing Agent Work Mode Or State

    2. If you are working with a redial list, scroll to the number you want to call and press Call or OK. Note: Your system administrator can disable Redial functionality. 14 Avaya Agent Deskphone 16CC User Guide at the beginning of this guide for a handy for information on redial settings. Setting Redial...

  • Page 15: Calling A Person From The Contacts List

    Calling a person from the Contacts list 1. Press the Contacts button. 2. Select the person or number you want to call. 3. Press the Call softkey or the OK button. Calling a person from the call log 1. Press the Call Log button. 2.

  • Page 16: Sending An Incoming Call To Voice Mail

    Setting up a conference call Sending an incoming call to voice mail Press the To Vmail softkey to send an incoming call directly to voicemail. If your telephone does not display a To Vmail softkey, your administrator has not made this feature available.

  • Page 17: Adding A Person On Hold To A Conference Call

    You can also make outgoing calls on a bridged line when it is not in use. Answering a call on a bridged line Answering a call on a bridged line is basically the same as a call on a primary line.

  • Page 18: Contacts

    If you have any questions about how the name or extension displays to the person you are calling, contact your system administrator. 1. Select the bridged line you want to use. 2. Dial the telephone number, or call the person from the Contacts list, or call the person from the Call Log list. Contacts You can save up to 100 names and telephone numbers.

  • Page 19: Adding A New Contact

    8. Enter the telephone number. Note: Enter the telephone number as you would if you were dialing it directly. 9. Press the OK button or the OK softkey. 10. If you don't want to enter a type, skip this step. Use the right arrow to select the type of number.

  • Page 20: Call Log

    Clearing all entries from a call log might or might not delete all of the entries in every log. For example, if you are viewing the Outgoing Calls list, only outgoing calls are deleted 20 Avaya Agent Deskphone 16CC User Guide Turning call logging on or off...

  • Page 21: Turning Call Logging On Or Off

    2. Follow the voice prompts from your voicemail system. About Advanced Telephone Features Avaya call management systems provide many advanced telephone features such as Call Forwarding and Send All Calls buttons. These features are administered on the feature buttons on your telephone. The features are identified on the associated paper labels.

  • Page 22: Accessing The Features Menu

    The Call Forward feature allows you to forward your incoming calls to another number. You must enter the telephone number where the calls will be forwarded each time you use this feature. You can forward calls only to internal numbers and only when you are not logged in as an agent.

  • Page 23: Avaya Menu

    Avaya Menu You can use the Avaya Menu to adjust and customize options and settings for your telephone, get information about your phone and network settings, and log out. When you press the A button, you see the following menu: •...

  • Page 24: Setting Redial Options

    6. Press Save to store the setting. Turning the call timer on or off You can set your telephone to automatically display the duration of calls. You can turn the call timer display on or off. 1. Press the A button.

  • Page 25: Turning Error Tones On Or Off

    If just one language is available, only the Back softkey displays. Other languages may be available. Contact your system administrator. 6. Press the Yes softkey to confirm the change to the selected language. Avaya Menu Issue 1 January 2008 25...

  • Page 26: Setting The Time Format

    3. Scroll to and select Audio Parameters..., or IP Parameters..., or Quality of Service..., or Interfaces..., or Miscellaneous... 4. Press the Select softkey or the OK button. 5. Press the Back softkey to return to the previous item displayed. 26 Avaya Agent Deskphone 16CC User Guide...

  • Page 27: Index

    Agent logout...13 Agent skills...14 Agent work mode/state...13 Answering a call...15 Applications call logging...21 Contacts...18 Automatic Gain Control setting...25 Avaya Menu about...23 adjusting brightness or contrast...24 button click sounds...24 error tones...25 personalizing ring pattern...25 Bridged Calls about...17 answering...17 joining...17 Button Click Sounds configuring...24...
  • Page 28 Options & Settings...23 Options/Settings about...23 Outgoing calls making a call...14 making a call on a bridged redialing a number...14 28 Avaya Agent Deskphone 16CC User Guide Paper Labels about...12 Phone Settings about...23 Redial...14 Redial Options setting...24 Ring Pattern changing...25 extension...12 SAC...22...

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