Table Of Contents - Avaya 9608 Manual

Chapter 1: Introduction to the Avaya Call Center agent deskphones................................. 5
Differences between the H.323 and SIP deskphones
About Call Center Agent phone screens
About Agent work modes and states
About call center-related icons
Agent Status line display combinations for agents
About incoming calls
About Message Waiting Indicator
Chapter 2: Call Center Agent operations.............................................................................. 16
About Call Center Agent features
About Reason Codes
Logging in as an agent
Logging out as an agent
Activating After Call Work
Activating Auxiliary Work
.................................................................................................................. 19
Activating Auto In
Activating Manual In
Activating Logout Override
Chapter 3: Call Center Deskphone operations.................................................................... 22
Answering and ending a call
Handling a call by using MDA
Enabling wireless headset bidirectional signaling
Viewing contact presence status
Changing the presence status
Enabling SAC when DND is active
Entering Stroke Counts
Entering Call Work Codes
Viewing Queue Stats
................................................................................................................... 27
Viewing Vu Stats
Activating Supervisor Assist
................................................................................................................. 28
Viewing ASAI UUI
.................................................................................................................... 29
Call observation
Activating or deactivating call observation
Assisting an agent on an observed call
June 2017
.................................................................................... 6
......................................................................................... 7
.................................................................................................. 8
.............................................................................................................. 14
............................................................................................ 15
............................................................................................ 16
............................................................................................................. 16
........................................................................................................... 16
......................................................................................................... 18
....................................................................................................... 18
........................................................................................................ 18
.............................................................................................................. 20
..................................................................................................... 20
................................................................................................... 22
................................................................................................. 23
............................................................................................. 24
................................................................................................ 24
.......................................................................................... 24
.......................................................................................................... 25
...................................................................................................... 26
............................................................................................................. 26
................................................................................................... 28
................................................................................... 30
Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents
Comments on this document? infodev@avaya.com
Contents
................................................................. 5
.................................................................... 11
..................................................................... 23
............................................................................... 29
4