Avaya 9641G Using Manual
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Avaya 9641G Using Manual

Ip deskphones sip for call center agents
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Using Avaya 9621G/9641G/9641GS IP
Deskphones SIP for Call Center Agents
Release 7.0
August 2015

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  • Page 1 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Release 7.0 August 2015...
  • Page 2 Support website: http://support.avaya.com or such successor site as written consent of Avaya can be a criminal, as well as a civil offense designated by Avaya. Please note that if You acquired the product(s) under the applicable law. from an authorized Avaya Channel Partner outside of the United...
  • Page 3 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: http://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

  • 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 screen ....................... 8 Quick Touch Panel options .................... 9 Setting the Quick Touch panel ..................

  • Page 5: Chapter 1: Introduction To The Avaya Call Center Agent Deskphones

    The 9608, 9608G, 9611G, 9621G, 9641G, and 9641GS are multiline deskphones that you can use in a standard office environment or with Avaya Call Center 3.0 or later releases. The 9621G, 9641G, and 9641GS deskphones are touch-based phones with a color display. The 9611G, 9608, and 9608G are button-based phones.

  • Page 6: About Call Center Agent Phone Screen

    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 The Top line display, Agent Status line, and Agent Information line are also visible when viewing the Features screen. Use Call Center Agent features by tapping Features, or by tapping the feature from the Quick Touch panel, if configured. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 8: Quick Touch Panel Options

    You can configure the Quick Touch panel to display one line, two lines, or not to display. Not displayed One line display Two line display August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 9: Setting The Quick Touch Panel

    Depending on how your system is administered, you might be prompted to enter a Reason Code when changing to Aux Work Table continues… August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 10: About Call Center-Related Icons

    The Deskphone displays this icon when you activate line Aux Work. Enter this state when you are performing non-ACD activities such as taking a break, or placing an Table continues… August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
  • Page 11 The clock icon appears before the oldest call time and the calls icon appears before the number of calls in the queue. Table continues… August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 12: About Lamp States For Call Center Features

    Flutter Displayed during a number of feature states, including: • On call, or in Aux, or ACW with DAC call waiting. Table continues… August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 13: 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… August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
  • Page 14 Auto or Man Aux or Aux RC You are performing auxiliary work and not available to receive DAC or ACD calls. Table continues… August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
  • Page 15 You are active on a call and a DAC call is waiting in the queue while you are switching into ACW state. Table continues… August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 16: 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 August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 17: About Message Waiting Indicator

    When all messages are cleared, the touchscreen displays a close envelope icon. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 18: Chapter 2: Call Center Agent Operations

    If your system administrator did not configure Reason Codes, you may not be prompted to enter a Reason Code. Speak to your system administrator or supervisor for more information about the Reason Codes your system uses. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 19: Logging In As An Agent

    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 20: Logging Out As An Agent

    2. From the Features list, tap After Call Work using the up or down navigation arrows. 3. Tap Select. Result The After Call Work icon ( ) appears on the Agent Status Line. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 21: Activating Auxiliary Work

    Note: In most configurations, either the Auto In feature or the Manual In feature is available, but not both. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 22: 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. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
  • Page 23 2. From the Features list, tap Logout Override using the up or down navigation arrows. Result The Logout Override icon ( ) appears on the Top Line Display if activated before the predefined logout time is reached. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 24: 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. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 25: Switching To Another Deskphone During An Active Call

    Procedure 1. Press Home. 2. Tap Settings > Options & Settings > Advanced Options > Presence Integration. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 26: Entering Stroke Counts

    2. From the Features list, tap Stroke Count using the up or down navigation arrows. Result The Stroke Count information is sent to the CC Elite server. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 27: Entering Call Work Codes

    If VuStats is active when you press the Queue Stats feature, the Deskphone deactivates the VuStats session when Queue Stats are received and the Agent information line is overwritten with the Queue Stats information. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 28: Viewing Vu Stats

    6. Tap All to view the Vu Stats on the entire display screen, if the information exceeds one line. 7. Tap Back to return to the single line view. 8. Tap Exit to deactivate the current Vu Stats session. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 29: Activating Supervisor Assist

    2. If the UUI associated with the call is too long to fit in the screen, tap Next to see the entire UUI. 3. Tap Exit to clear UUI information from the screen. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

  • Page 30: 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 31: 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, tap Coach to observe and End Coach to stop observing. August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
  • Page 32 ............Enabling SAC when DND is active ........service observe ..............30 signaling ................25 skills ..................Forced Logout ..............10, softkeys ..................7 August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...
  • Page 33 Supervisor Assist activating ..............switching deskphone ............top line display ............... UUI information ..........12, 16, 24, VDN information ............16, Vu Stats viewing ................28 August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents Comments on this document? infodev@avaya.com...

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