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NN44400-120
Avaya NN44400-120 Manuals
Manuals and User Guides for Avaya NN44400-120. We have
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Avaya NN44400-120 manual available for free PDF download: User Manual
Avaya NN44400-120 User Manual (48 pages)
Aura Offsite Agent
Brand:
Avaya
| Category:
Software
| Size: 0 MB
Table of Contents
User Guide
1
Table of Contents
3
New in this Release
5
Features
5
Offsite Agent Log on Dialog Changes
5
Improved User Interface
5
New Configuration Options for Permanent Connection Mode
5
Other Changes
6
Windows 7 Support
6
Overview of the Offsite Agent Desktop Application
7
Offsite Agent Agent Desktop Concepts
8
Offsite Agent Connection Modes
8
Accessing the Agent Desktop Application
8
Identifying Yourself as an Offsite Agent
8
Entering Your Access Credentials
9
Logging on to the Contact Center
9
Using a PSTN Telephone with Agent Desktop
9
The Agent Desktop Client Application
10
Work Item Paradigm
10
Top Bar
11
Work List Window
11
Action Bar
13
User Preferences
13
Offsite Agent Dialog
14
Offsite Agent User Workflow
17
Preparing an Offsite PC for Agent Desktop
21
Installing the Agent Desktop Prerequisites
23
Installing Agent Desktop
23
Creating a Shortcut to the Agent Desktop
24
Starting Agent Desktop
24
Setting Agent Desktop to Offsite Mode
25
Logging on to Agent Desktop
25
Procedure Steps
26
Variable Definitions
27
Logging off from and Exiting the Agent Desktop
27
Handling Telephony Calls in Permanent Connection Mode
29
Changing Your Status to Ready
30
Changing Your Status to Not Ready
30
Accepting a Call in Permanent Mode
30
Declining a Call in Permanent Mode
31
Making a Call in Permanent Connection Mode
32
Ending a Call
32
Handling Telephony Calls in on Demand Mode
33
Changing Your Status to Ready in on Demand Mode
34
Changing Your Status to Not Ready in on Demand Mode
34
Accepting a Call
34
Declining a Call
35
Making a Call in on Demand Mode
36
Ending a Call
36
Common Agent Functions on Agent Desktop
39
Placing a Call on Hold
39
Releasing a Call on Hold
39
Using the Conference Feature to Consult a Colleague
40
Transferring a Call
41
Conferencing in Another Agent
41
Conferencing in a Supervisor
42
Calling Your Supervisor
42
Using the Emergency Key
42
Troubleshooting Agent Desktop on Offsite Agent
45
I Cannot Get a Connection to the Agent Desktop Server
46
I am on a Call but the Agent Desktop Displays a New Contact
46
Agent Desktop Stops Responding but My Permanent Mode Connection Stays up
46
NN44400-120 Offsite Agent User Guide 26 November
48
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