Avaya 9608 User Manual
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Avaya 9608 User Manual

Avaya 9608 User Manual

H.323 deskphone call center
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9608/9611G and 9621/9641G H.323
Deskphone Call Center User Guide
16-603613
Issue 1
May 2011

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Summary of Contents for Avaya 9608

  • Page 1 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide 16-603613 Issue 1 May 2011...
  • Page 2 Product provided by Avaya including the selection, arrangement and the products, services, or information described or offered within them. design of the content is owned either by Avaya or its licensors and is Avaya does not guarantee that these links will work all the time and has protected by copyright and other intellectual property laws including the no control over the availability of the linked pages.
  • Page 3 For the most current versions of Documentation, see the Avaya Support Web site: http://support.avaya.com. Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your Product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://support.avaya.com.
  • Page 4 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 5: Table Of Contents

    Contents Chapter 1: Introduction to the Avaya Call Center Agent Deskphones......9621G and 9641G buttons and features....................7 Scrolling and navigation using touch-based deskphone models.............. 10 9608 and 9611G buttons and features...................... 11 Scrolling and navigation using button-based deskphone models............. 14 Call Center work icons..........................
  • Page 6 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...

  • Page 7: Chapter 1: Introduction To The Avaya Call Center Agent Deskphones

    The 9611G and 9608 are button-based phones; the 9611G has a color display while the 9608 has a monochrome display. The 9641, 9608, and 9611G models allow a dual headset adapter to be connected so that two persons can listen in on calls, and one or more button modules can also be attached to these models to extend call appearances and/or features.
  • Page 8 If Visual Alerting is enabled, this light flashes when you receive an incoming call. In addition to the Message Waiting Indicator, the 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...
  • Page 9 VU Stats, After Call work, etc. Touch 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 10: Scrolling And Navigation Using Touch-Based Deskphone Models

    To switch between call appearances and features, touch Features or Calls in the upper right of the display, depending on which screen is currently displayed. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 11: 9608 And 9611G Buttons And Features

    Play softkey to listen to that greeting, or touch a line on the Calls screen to answer an incoming call, to go off hook to place a call, or to resume a call on hold. 9608 and 9611G buttons and features 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...
  • Page 12 Press a labeled feature button to activate or deactivate 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 13 Press the Mute button to mute a call in progress. To take a call off mute, press Mute again. Dual Headset An adjunct device vailable on the 9608 deskphone to allow Adapter more than one person to listen in on a call.

  • Page 14: Scrolling And Navigation Using Button-Based Deskphone Models

    Scrolling and navigation using button-based deskphone models If you have a 9608 and 9611G model deskphone a navigation icon appears in the phone display to indicate that you can scroll to more options or information. When navigating through the options and features on your telephone display, use the navigation arrows to scroll and the line buttons or the OK button to select lines or options.
  • Page 15 (9611G) (9621G, 9641G) Use the feature arrows to move left or right between (9608, 9611G) feature settings, for example, to select a Greeting type when establishing an Agent Greeting. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...

  • Page 16: Status Alerting

    Status alerting For button-based agent deskphone models (9608 and 9611G) each call appearance button and feature button has two LEDs, one green and one red, to indicate the status of the call appearance or feature.

  • Page 17: Using The On-Screen Keyboard

    Use the “Cancel” X to discard any edits and return to the previous screen, retaining the original information. Figure 1: Text Entry Keyboard Figure 2: Numeric Entry Keyboard 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...

  • Page 18: Setting The Quick Touch Panel

    Gently pull the display screen all the way towards you and push to return it to its original flat position. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 19: Chapter 2: About Logging In/Out And Signing In/Out As An Agent

    Log in from the initial screen when it prompts you for your extension. Procedure 1. Enter your extension. 2. If you have a touch-based deskphone, touch Enter. If you have a button-based deskphone, press Enter or OK. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...

  • Page 20: Logging Out Of Your Telephone Extension

    Also note that when signing in using other than a Feature Access Code (FAC), the Agent Greetings functionality will not be available to you, nor will your Agent ID display on the Top line. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 21: Signing Off As An Agent

    Enter your Sign Off Feature Access Code (FAC) using the dialpad. Result The top display line no longer shows your Agent ID and the Agent Status line shows your current status as Logged/Signed Out. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...
  • Page 22 About logging in/out and signing in/out as an agent 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 23: Chapter 3: About The Home Screen And Avaya Menu Options

    Greetings, get information about your phone and network settings, and log out. But if you have a 9608 or 9611G Deskphone, the Avaya Menu provides access to those features instead.

  • Page 24: Avaya Menu (Button-Based Phones)

    • World Clock shows the time and weather in different parts of the world. This is an Avaya application that may not be available on Call Center deskphones.
  • Page 25 If your administrator has set up Web applications, this option appears under the Phone Settings menu instead. About Avaya one-X provides the release number of your telephone software; our administrator may ask you to check the release number to troubleshoot problems.
  • Page 26 About the Home Screen and Avaya Menu Options 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 27: Chapter 4: Setting Up And Using Recorded Agent Greetings

    Supervisors or administrators can prevent agents from setting up their own greetings. If you don't see a Greetings option on the Avaya Menu (9608, 9611G) or the Home screen (9621G, 9641G), your administrator has denied you permission to establish and modify your own greetings.
  • Page 28 “prompt” the caller to data matches any set of enter “digits” to reach a specific area of characters in the incoming assistance in the call center. For example, call-associated display 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 29: Adding An Agent Greeting Using A Touch-Based Deskphone

    7. Speak your greeting (up to ten seconds) into the headset, then press Stop. 8. Choose one of the following options: • To listen to the greeting, touch Play. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...

  • Page 30: Changing The Greeting Type Using A Touch-Based Deskphone

    Left Arrow to cycle back through the types. Notice that the Match Criteria value below the type may change to correspond with the type currently displayed 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 31: Adding An Agent Greeting Using A Button-Based Deskphone

    About call center greeting types. Note: Use this procedure if you have a button-based deskphone (9608 or 9611G). If you have a touch-based deskphone (9621G or 9641G), see Adding an agent greeting using a touch- based deskphone on page 29 instead.

  • Page 32: Changing Existing Greetings

    To change any part of a greeting, press Home, select Greetings, and then select the greeting you want to change or remove, as described in Adding an agent greeting using a touch-based 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...
  • Page 33 Adding an agent greeting using a button-based deskphone on page 31 for 9608 and 9611G models. You can then make a change as indicated in those procedures, and select Save to store the change(s). 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide...
  • Page 34 Setting Up and Using Recorded Agent Greetings 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 35: Chapter 5: About Call Center Deskphone Functionality

    Signed in; in After Call Work mode. (for color displays) and the words After Call (for monochrome displays) or Signed out as an agent. (for color displays) and the words Logged Out 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...

  • Page 36: About The Agent Information Line

    Depending on how your system is administered, you might be prompted to optionally enter or be required to enter a Reason Code when changing to Aux. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 37: Changing Agent Work Mode Or Status

    The associated LED flashes to indicate you are transitioning into the work mode or state you chose, then is steadily lit when the selected work mode or status is active. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...
  • Page 38 About Call Center Deskphone Functionality 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 39: Chapter 6: Answering A Call

    If you have a touch-based deskphone (9621G or 9641G), touch the desired softkey. If you have a button-based deskphone (9608 or 9611G), press the desired softkey. Alternate ways to using the Answer softkey to answer a call are to press the flashing line button for the incoming call (button-based models) or touching the call appearance line itself (for touch- based models).
  • Page 40 Criterion, and String to Match for the incoming call, and no Manual greeting has been recorded 2. Press or touch Release to end a call, unless you are instructed otherwise by your supervisor. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 41: Chapter 7: About Features

    For models with LEDs (9608, 9611G), the LED next to the feature name indicates if the feature is currently on or off. If the light is on, the feature is on.

  • Page 42: Accessing Features Using A Button Module

    To use a feature button on a button module, press the button next to the feature you want to activate. Depending on your button module model, the LED associated with the feature you select lights up to indicate that feature is active. 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011 Comments? infodev@avaya.com...

  • Page 43: Index

    Network Information ........... Greeting Type ............. entering using touch-based phone ....... Greeting types ............explanation of ............On-screen keyboard ........... Greetings ............about ..............changing .............. Options & Settings ..........9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...
  • Page 44 ..............Scrolling and Navigation ........about .............. Signing in ..............Work mode ..............as agent ............... Work state ..............Status line information and icons ....... Telephone display icons ..........9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide May 2011...

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