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6 Avaya Agent Deskphone 16CC User Guide

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Summary of Contents for Agent Deskphone 16CC

Page 1: ...Avaya Agent Deskphone 16CC User Guide 16 602096 Issue 1 January 2008 ...

Page 2: ... Skills 14 Making a Call 14 Redialing a number 14 Calling a person from the Contacts list 15 Calling a person from the call log 15 Answering a Call 15 Answering a call if you are logged in as an agent 15 Answering a call if you are not logged in as an agent 15 Sending an incoming call to voice mail 15 Ignoring an incoming call 16 Muting a Call 16 Putting a Call on Hold 16 Transferring a Call 16 Co...

Page 3: ...nto your voicemail 21 About Advanced Telephone Features 21 Accessing the Features Menu 22 Send all calls 22 Sending a call to another number 22 Forwarding a call 22 Turning off call forwarding 22 Avaya Menu 23 Options Settings 23 Turning show incoming call on or off 23 Setting redial options 24 Turning the call timer on or off 24 Adjusting the brightness or contrast of the display 24 Turning butto...

Page 4: ...Contents 4 Avaya Agent Deskphone 16CC User Guide ...

Page 5: ...itions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all of ...

Page 6: ...6 Avaya Agent Deskphone 16CC User Guide ...

Page 7: ...if applicable a DAC is pending Auto or Man Incoming ACD Time You have an ACD call coming in and if applicable a DAC is pending Auto or Man Incoming DAC Time You have a DAC coming in and if applicable a DAC is pending Auto or Man On ACD Time You are on an ACD call Auto or Man On ACD DAC Time A DAC is pending while you are on an ACD call Auto or Man On DAC Time You are on a DAC Auto or Man On DAC DA...

Page 8: ...AC is pending Auto or Man Aux Pend or Aux RC Pend Time You are switching into Aux mode and have no incoming or pending calls Auto or Man Aux Pend or Aux RC Pend DAC You are switching into Aux mode and a DAC is pending or you have put a DAC or ACD call on hold are switching into Aux mode and have a pending DAC Auto or Man ACW Pend Time You are switching into ACW mode and have no incoming or pending...

Page 9: ...list a Call Log designated feature buttons to change your agent work mode or status a menu of options and settings to customize your phone and access to your voice mail Not all functions and features described in this user guide may be available on your telephone If you find that a function or feature is not available contact your system administrator Avaya Agent Deskphone 16CC Phone Buttons and F...

Page 10: ...u select a call log entry pressing the OK button dials the number Phone Exit Press the Phone Exit button to view and manage your calls For example if you are viewing a menu pressing the Phone Exit button switches the phone display back to the call view Avaya Menu Press the A button to access the Avaya menu The Avaya menu provides options that allow you to customize phone settings configure call lo...

Page 11: ... button has two LEDs one green and one red to indicate the status of the call line appearance or feature The status is identified by whether the LED is on off or blinking as described in the following tables Table 1 Call Line Appearance Button LEDs LED Description Steady green Call line appearance is active Slow blinking green Call line appearance is ringing Fast blinking green Call line appearanc...

Page 12: ...eature button is a paper label The label identifies the call line appearance number or the feature that has been programmed on the button by your system administrator You can remove the labels if you want to change a label or write on a blank one Printed labels are also available for your telephone See your system administrator for more information Telephone Stand Your Avaya Agent Deskphone comes ...

Page 13: ...e still logged in as an agent 3 Press Select or OK 4 Press Logout to confirm About Agent Work Modes and Agent States When you are logged in as an agent the top display line shows your current work mode and state for example Auto On Call Agent work modes are None Auto In and Manual In Agent states are Aux You are usually placed in the Auxiliary state after agent login You must change to Auto In or ...

Page 14: ...n as an agent You cannot change your own skill set your supervisor must make skill assignment changes Viewing Agent Skills Press the Skills softkey any time you are logged in as an agent and you are not active on a call If necessary use the down arrow to scroll down the list of skills If you are working in another application for example the Call Log first press the Phone Exit button to return to ...

Page 15: ...you have been automatically connected to a call No action is required other than to provide your standard greeting If your call delivery mode is manual answer listen for an audible ring then press the Answer softkey or the line call appearance button with the flashing LED Note If you hear an announcement that describes the origin of or service requested by the incoming call wait until the announce...

Page 16: ...ransferring a Call 1 From the Phone screen select the line you want to transfer 2 Press Transfer 3 Dial the telephone number or call the person from the Contacts list or call the person from the Call Log list 4 Press Complete or Transfer to transfer the call Conference Calls You can use conference calls to speak with up to five people in different locations on the same call Additional conferencing...

Page 17: ... A bridged line typically belongs to someone else but bridging allows you to see if that line is in use answer calls on that line or join a call in progress on that line from your telephone You can also make outgoing calls on a bridged line when it is not in use Answering a call on a bridged line Answering a call on a bridged line is basically the same as a call on a primary line When you are logg...

Page 18: ...plays entries starting with 3 D E or F depending on your particular contact entries 1 Press the Contacts button 2 Press the More softkey 3 Press the Search softkey 4 Enter the person s full or partial first name if desired To enter the last name only skip this step and Step 5 and scroll down to the Last Name field 5 Press the OK softkey 6 Enter the person s full or partial last name 7 Press the Se...

Page 19: ...the last name using the dialpad 7 Press the OK button or the OK softkey 8 Enter the telephone number Note Enter the telephone number as you would if you were dialing it directly 9 Press the OK button or the OK softkey 10 If you don t want to enter a type skip this step Use the right arrow to select the type of number 11 Press the Save softkey or the OK button Editing a contact 1 Press the Contacts...

Page 20: ... or call you want to view 3 Press the Details softkey 4 Press the Back softkey to return to the list view or press the Call softkey to call the person or press the Contact softkey to add the person to your Contact list Adding an entry from the call log to your Contacts list 1 Press the Call Log softkey 2 Scroll to select the person and number you want to add to your Contacts list 3 Press the Detai...

Page 21: ...Press the Message button to connect directly to your voicemail system The lighted Message button and a red light on the upper right hand corner of your telephone indicate when you have messages waiting Your messages are an administered function Contact your system administrator with any questions Logging into your voicemail 1 To log in to your voicemail press the Message button 2 Follow the voice ...

Page 22: ...do not see a Send All softkey this feature is not administered on your phone Note You cannot send call center calls to another phone 1 Press the Send All Calls feature button to send all calls to coverage The green LED next to the feature button turns on and the Send All softkey displays 2 To turn the feature off press the Send All Calls feature button The green LED next to the feature button turn...

Page 23: ...s the release number of your telephone software Extension Logout lets you sign off the phone to protect your settings or to allow another user to log in If you are logged in as an agent this sub menu will not be available Note The sub menus that appear depend on how your extension was administered Some sub menus may not be available Options Settings The Options Settings menu contains choices for C...

Page 24: ... call timer on or off You can set your telephone to automatically display the duration of calls You can turn the call timer display on or off 1 Press the A button 2 Select Options Settings 3 Select Call Settings 4 Scroll to Display Call Timers 5 Press the Change softkey the OK button or the right or left navigation arrow to turn the call timer display on or off 6 Press the Save softkey to store th...

Page 25: ...audio level by automatically increasing or decreasing the gain depending upon the signal level For high level signals the gain is reduced and for low level signals the gain is increased 1 Press the A button 2 Select Options Settings 3 Scroll to and select Screen Sounds 4 Scroll to Headset Auto Gain 5 Press the Change softkey the OK button or the right or left navigation arrow to turn automatic gai...

Page 26: ...ft navigation arrow to change the format in which time displays 6 Press the Save softkey to store the setting Viewing Network Information 1 Press the A button 2 Scroll to Network Info 3 Scroll to and select Audio Parameters or IP Parameters or Quality of Service or Interfaces or Miscellaneous 4 Press the Select softkey or the OK button 5 Press the Back softkey to return to the previous item displa...

Page 27: ...20 viewing details 20 Call Settings configuring call timers 24 configuring show incoming call 24 redial options 24 Call Timers configuring 24 Call line appearance button LEDs about 11 Calling a person from the call log 15 from the Contacts list 15 Conference Calls about 16 adding a person on hold 17 dropping the last person 17 putting a call on hold 17 setting up 16 Contacts List calling a person ...

Page 28: ...ight left 12 up down 12 O Options Settings 23 Options Settings about 23 Outgoing calls making a call 14 making a call on a bridged line 18 redialing a number 14 P Paper Labels about 12 Phone Settings about 23 R Redial 14 Redial Options setting 24 Ring Pattern changing 25 S SAC 22 Scrolling and Navigation about 12 Show incoming calls turning on or off 24 Skills 14 T Telephone Stand about 12 Time fo...

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