Avaya Interaction Center 6.0, User Manual, Page: 74 / 220

Chapter 3 Managing Inbound Voice Contacts
74 Avaya Agent User’s Guide
The Phone task list displays information about all voice contacts you are currently handling. Each
entry in your Phone task list corresponds to a different voice contact. The information about each
contact that is displayed in your Phone task list depends on the telephone switch used by your
contact center. The Phone task list can display the following information about each contact:
n Caller’s Number – Telephone number of the contact to whom you are speaking.
n Call ID – Number that identifies the contact to the software.
n
Call State – State of the contact (such as Ringing, Ready, Busy, OnHold, InCall, WrapUp)
Note: The terms used to describe telephone states vary among contact centers and
telephony equipment. For example, Ready may be known as Available. Busy may be
known as Auxiliary Work or Idle. The WrapUp state may be known as After Call
Work.
n Time-in-call – The period of time that you have been on the call with the customer in minutes
and seconds.
Tip: If you select a contact and hold your mouse over it for a moment, you will see a “tooltip”
with some of the same information about the contact. This tooltip may be easier to read than the
information within the task list and it may contain additional information.
You double-click a contact in the Phone task list to answer a call (unless you are using Auto
Answer, which answers the call for you). Then you begin talking. The contact becomes
highlighted in the task list. A closed angle bracket (<) shows that this is the active voice contact.
You use the buttons in Softphone to control the active voice contact. All Softphone buttons affect
the active contact. For example, if you click the HangUp button, the system hangs up the active
voice contact, but any other contacts in your Phone task list remain.
If you receive a second voice contact while you are still handling your first voice contact, you can
select the second voice contact by clicking it one time. This allows you to see information about
the second contact in the EDU Viewer or Contact History Browser while you are still engaged with
your first contact.
If you double-click the second voice contact, it becomes the active contact, while the first contact
is put on hold. You should tell your first customer that you will put them on hold before you
double-click a second voice contact.
If you move your cursor away from the Phone task list, the current voice contact is no longer
highlighted. Even when it is not highlighted, you can tell which contact is the active contact by the
angle bracket.
If you see “CTI - Server Failure” in the Phone task list, contact your administrator.