Avaya 9608 Manual
Using sip for call center agents
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Also See for 9608:
- Administration (188 pages) ,
- Administrator's manual (176 pages) ,
- User manual (104 pages)
Related Manuals for Avaya 9608
Summary of Contents for Avaya 9608
- Page 1 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Release 7.1 June 2017...
- Page 2 Avaya can be a criminal, as well as a civil offense “Warranty & Product Lifecycle” or such successor site as designated under the applicable law.
- Page 3 See the Avaya Support website: https://support.avaya.com product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: https://support.avaya.com...
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Page 4: Table Of Contents
Contents Chapter 1: Introduction to the Avaya Call Center agent deskphones......... 5 ..............5 Differences between the H.323 and SIP deskphones ..................6 About Call Center Agent phone screens ..................7 About Agent work modes and states ....................8 About call center-related icons .............. -
Page 5: Chapter 1: Introduction To The Avaya Call Center Agent Deskphones
9608G are button-based phones. The 9611G has a color display, while the 9608 has a monochrome display. You can connect a dual headset adapter to the 9641G, 9641GS, 9608, and 9611G models so that two persons can listen in on calls. You can attach up to three button modules to these models to extend call appearances or features or both. -
Page 6: About Call Center Agent Phone Screens
There are differences between the H.323 deskphones and the SIP deskphones, which include: • The Agent Greetings feature is supported by H.323 deskphones, but is currently not available for the 96x1 SIP deskphones. The feature is supported only with phones that use the Avaya ®... -
Page 7: About Agent Work Modes And States
The Top line display, Agent State line and Agent Information line are also visible when viewing the Features screen. About Agent work modes and states June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 8: About Call Center-Related Icons
About call center-related icons What you see on the Deskphone display depends on the features that are provisioned for your Deskphone. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... - Page 9 Logout is active for your Agent ID. Forced Logout Top Line The Deskphone displays this icon if you activate Override display Forced Logout Override. Table continues… June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
- Page 10 When you tap the feature, or press the button associated with this feature, the Deskphone displays this icon before the UUI information. Table continues… June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
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Page 11: Agent Status Line Display Combinations For Agents
Auto or Man Incoming You have an incoming non-ACD or non-DAC call. Auto or Man Incoming-ACD You have an incoming ACD call. Table continues… June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... - Page 12 Auto or Man Aux or Aux RC You are performing auxiliary work and not available to receive DAC or ACD calls. Table continues… June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
- Page 13 You are active on a call and a DAC call is waiting in the queue while you are switching into ACW state. Table continues… June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
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Page 14: About Incoming Calls
Deskphone screen. When you press the UUI Info key, the UUI icon is displayed, followed by the UUI information. The UUI icon is used to distinguish UUI information from other call information, such as collected digits. Collected digits June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 15: About Message Waiting Indicator
When all messages are cleared, the touchscreen displays a close envelope icon. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 16: Chapter 2: Call Center Agent Operations
Logging in as an agent Before you begin To log in as an agent, your extension must be registered to the Avaya Aura network and you must have your agent ID and, if required by your system administrator, your password. - Page 17 Note: If you enter an incorrect password, you hear an error beep and the following error message shows on the display: Incorrect Password June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
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Page 18: Logging Out As An Agent
About this task You can activate the Aux Work state to notify the system that you are unavailable for any call at this moment. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 19: Activating Auto In
1. Press the right or left navigation arrows to access the Features list. 2. From the Features list, select Auto In using the up or down navigation arrows. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 20: Activating Manual In
If configured by your system administrator, the system automatically logs out at a predefined time. If you need to continue working after your scheduled time, use the Logout Override feature to disable the automatic logging out. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... - Page 21 3. Press Select, or press the OK button. Result The Logout Override icon ( ) appears on the Top Line Display if activated before the predefined logout time is reached. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
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Page 22: Chapter 3: Call Center Deskphone Operations
If you press the Release softkey to end the call, the light on the headset button might turn off. You can still use the headset to answer the next call. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 23: Handling A Call By Using Mda
The phone supports Multiple Device Access (MDA) in which you can register up to 10 SIP devices with your extension. If you register to multiple devices with the same extension, you can switch ® between devices during an active call. The configuration is done on Avaya Aura Session Manager. ®... -
Page 24: Viewing Contact Presence Status
Do Not Disturb (DND). This feature is available only if your administrator configured it for you. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 25: Entering Stroke Counts
2. From the Features list, select Stroke Count using the up or down navigation arrows. 3. Press Select, or press the OK button. Result The Stroke Count information is sent to the CC Elite server. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 26: Entering Call Work Codes
2. From the Features list, select Queue Stats using the up or down navigation arrows. 3. Press Select, or press the OK button. Result The Queue Stats are displayed on the Agent Information line. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 27: Viewing Vu Stats
5. Enter the resource (Skill, VDN, Agent ID, or Trunk Group) number as prompted by the Deskphone and press Enter. 6. Press Next to view the next Vu Stats format, if applicable. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 28: Activating Supervisor Assist
Procedure 1. Press the UU Info feature button to view the information associated with the call. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... -
Page 29: Call Observation
ID. You can observe the call only when the agent at the required location ® connects. You can change between talk and listen-only modes, if configured via Avaya Aura System Manager. The deskphone displays the Service Observe feature status in the Agent Information Line. The deskphone deactivates the Service Observe feature if you make or answer a call when the feature is active. -
Page 30: Assisting An Agent On An Observed Call
Ensure that your administrator has configured the coaching feature and you are already observing a call. Procedure While on the call observer line, press the Coach softkey to observe and End Coach softkey to stop observing. June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com... - Page 31 ................Stroke Count ................25 zero ................25 Supervisor Assist activating ..............enable wireless headset ............Enabling SAC when DND is active ........June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
- Page 32 Index top line display ............... UUI information ..........10, 14, 22, VDN information ............14, view contact presence status ..........24 Vu Stats viewing ................27 June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...