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NN44400-120 Offsite Agent User Guide

26 November 2010

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receive a pop-up dialog allowing them to accept the new call

This configuration applies across the contact center–it is not specific to individual
agents.

Other changes

See the following sections for information about changes that are not
feature-related:

•

Windows 7 support (page 6)

Windows 7 support

Agent Desktop is now supported on the Microsoft Windows 7 operating system.

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Summary of Contents for NN44400-120

Page 1: ...ura Offsite Agent User Guide NN44400 120 Document status Standard Document issue 02 02 Document date 26 November 2010 Product release Release 6 0 Job function User Type Technical Document Language type English ...

Page 2: ...UTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the...

Page 3: ...0 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 Logging off from ...

Page 4: ...old 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 respon...

Page 5: ...interaction associated with that work item for example an IM consultation with an expert then that interaction is displayed as part of the original work item The work list window contains work items and buttons corresponding to the work item The buttons and functions change depending on the items in the work list window When a new contact arrives Agent Desktop adds the new contact to the work list...

Page 6: ... the new call This configuration applies across the contact center it is not specific to individual agents Other changes See the following sections for information about changes that are not feature related Windows 7 support page 6 Windows 7 support Agent Desktop is now supported on the Microsoft Windows 7 operating system ...

Page 7: ...ay not be previously familiar with Agent Desktop this chapter provides a basic overview of the interface Attention The procedures in this book apply only to voice contacts received by offsite agents Multimedia contact types appear to an offsite agent in exactly the same way as they would to an onsite agent For example the Offsite Agent connection mode has no impact on multimedia contacts Navigatio...

Page 8: ...one For each contact center customer call Offsite Agent initiates a new call from the contact center PABX to your telephone You need to physically answer the telephone to take the call Accessing the Agent Desktop application When you are using Offsite Agent to connect to the contact center you must use Agent Desktop on your offsite desktop PC or laptop Agent Desktop allows you to log onto Offsite ...

Page 9: ... center and you must log on and make yourself Ready before you can take customer calls Using a PSTN telephone with Agent Desktop Using a PSTN telephone with Agent Desktop introduces some new practises that you must be aware of In Permanent Connection mode the Offsite Agent server makes a single call to the your telephone number once you enter your access credentials through Agent Desktop Offsite A...

Page 10: ...on introduces you to the layout and controls of the Agent Desktop client application These are the same controls that are available to an onsite agent but some are not supported on Avaya Aura Offsite Agent Release 6 0 and others have modified behavior when used by an offsite agent Work item paradigm The main Agent Desktop user interface is based on a work item paradigm Each agent to customer inter...

Page 11: ...esponding to the work item The controls and functions change depending on the information in the work list window The top right corner of the work list window has work item controls These controls are common to all work items on the work list When a new contact arrives Agent Desktop adds the new contact as a work item to the work list The following figure shows the work list windows and controls T...

Page 12: ...f contact related controls These controls change depending on the work list window behavior and contact type 1 A voice call work item at the top of the work list 2 An Instant Message IM work item in the middle of the work list 3 An e mail work item at the bottom of the work list The e mail is on hold Examples of work item controls Voice IM E mail Name Description Accept Accept the work item Offsit...

Page 13: ...em Paradigm User preferences Use the User Settings page under the User Preferences menu to select template locations enable the spelling checker define an e mail signature or change your password Action bar commands Icon Name Description Customer Details View customer details Contact Presence Contact presence Initiate Contact Start a new work item When you originate a voice call as an offsite agen...

Page 14: ... Desktop it displays the Choose Agent Desktop Mode dialog You use this dialog to choose whether you are using Agent Desktop as an onsite or offsite agent Agent Desktop stores this setting and does not prompt you for it again You use the Offsite Agent Logon dialog to enter your access credentials to connect to the contact center This is a two step process requiring that you first validate your agen...

Page 15: ... the settings on this dialog and displays them as the default values at your next logon When you complete your phone number details Agent Desktop indicates the progress of your connection to the Offsite Agent server You have the option of cancelling the connection The Agent desktop displays on the screen with the agent in a logged out state To complete the Contact Center logon the agent selects Lo...

Page 16: ...Overview of the Offsite Agent desktop application 16 NN44400 120 Offsite Agent User Guide 26 November 2010 ...

Page 17: ...kflow This chapter outlines the workflow for using the Offsite Agent packaged application as an offsite agent Overview of AAOA user tasks This workflow shows the high level tasks that an offsite agent using Offsite Agent will carry out To link to any task go to Navigation page 18 ...

Page 18: ...0 Offsite Agent User Guide 26 November 2010 Offsite Agent user tasks Navigation Preparing an offsite PC for Agent Desktop page 21 Handling Telephony calls in Permanent Connection mode page 29 Handling Telephony calls in On Demand mode page 33 ...

Page 19: ...NN44400 120 Offsite Agent User Guide 26 November 2010 19 Offsite Agent user workflow Common agent functions on Agent Desktop page 39 Troubleshooting Agent Desktop on Offsite Agent page 45 ...

Page 20: ...Offsite Agent user workflow 20 NN44400 120 Offsite Agent User Guide 26 November 2010 ...

Page 21: ... Preparing an offsite PC for Agent Desktop This chapter describes how to prepare an offsite PC for Agent Desktop Agent Desktop offsite configuration steps The following figure outlines the tasks to prepare your PC to support you working as an offsite agent To link to any task see Navigation page 22 ...

Page 22: ... PC for Agent Desktop 22 NN44400 120 Offsite Agent User Guide 26 November 2010 Agent Desktop offsite PC configuration task flow Navigation Installing the Agent Desktop prerequisites page 23 Installing Agent Desktop page 23 ...

Page 23: ...or Internet Explorer enter the HTTP address URL provided by your system administrator for Agent Desktop The correct URL format is Agent Desktop servername agentdesktop 2 Click Install Prerequisites 3 Follow the on screen instructions to complete installing the Agent Desktop prerequisites End Installing Agent Desktop Agent Desktop uses smart client technology to push the Agent Desktop client to you...

Page 24: ...Right click on your Windows Desktop and select New Shortcut 2 In the Type the location of the item field paste or type the HTTP address URL provided by your system administrator for AAAD 3 Click Next 4 Enter a name for the shortcut in the Type a name for this shortcut field 5 Click Finish End Starting Agent Desktop The Agent Desktop install creates a listing in the Windows Programs menu for access...

Page 25: ...te Prerequisites Attention The server on which the Agent Desktop server software resides depends on the specific Contact Center configuration It is important to get the correct server name from your Contact Center administrator Procedure steps Step Action 1 Click Windows Start All Programs Avaya Agent Desktop The Choose Agent Desktop Mode dialog appears 2 Select Offsite 3 Click OK The Offsite Agen...

Page 26: ...me field 3 Type your password in the Password field 4 Type your domain in the Domain field 5 Click Get Agent Agent Desktop expands the Offsite Agent Logon dialog to show additional fields 6 Verify that your agent id appears in the Agent ID field 7 From the Phone list select the telephone number for your current offsite telephone OR Enter the number of your current telephone 8 Click Logon Agent Des...

Page 27: ...closes End Description Value User name The username configured on CCT to work with Agent Desktop This might be your normal Windows domain username or a specific username provided by the Offsite Agent administrator Your administrator should provide you with the correct username Password The password for the user entered in the User Name field Domain The Windows domain for the user entered in the Us...

Page 28: ...Preparing an offsite PC for Agent Desktop 28 NN44400 120 Offsite Agent User Guide 26 November 2010 ...

Page 29: ...g you merely answer the call If you are on a customer call when this occurs Offsite Agent connects you back into the customer call if the customer has remained in the call You should use the Agent Desktop work list to invoke all agent functions including End Call There are two configurations of Permanent Connection mode Forced Answer Accept Call If the Administrator configures Forced Answer you do...

Page 30: ...ging your status to Not Ready Change your status to Not Ready when you are temporarily unavailable to take calls You cannot enter a reason code in Offsite Agent Procedure steps Step Action 1 Select Go Not Ready from the Agent Status list Offsite Agent places you in Not Ready status The top bar displays a Not Ready status message End Accepting a call in Permanent Mode If your contact center adminis...

Page 31: ...ll alert on your phone commence speaking with the customer OR Click Accept on the voice contact work item and commence speaking with the customer End Declining a call in Permanent Mode Decline a call if you want to reject the contact and place it back in the queue The contact center then queues the contact to another agent and your status becomes Not Ready You cannot receive new incoming contacts ...

Page 32: ... feature Procedure steps Step Action 1 On the action bar click Originate Call 2 Select Use Trunk Access Code and type the access code in the Use Trunk Access Code box and telephone number in the Destination Number box and click Initiate Contact OR Type an internal telephone number in the Destination Number field and click Initiate Contact 3 Click Release on the call work item when you complete the...

Page 33: ...s and Agent Desktop displays the call status and details However you accept the call only by lifting your telephone handset If you need to use your offsite telephone to take a non contact center call or to make a personal call you must remember to make your status Not Ready on Agent Desktop If you remain in Ready status when your telephone is busy on a non contact center call Offsite Agent might s...

Page 34: ...n you are temporarily unavailable to take calls In On Demand mode you must do this if you use your offsite telephone for non contact center calls e g receiving a personal call You cannot enter a reason code in Offsite Agent Procedure steps Step Action 1 Select Go Not Ready from the Agent Status list Offsite Agent places you in Not Ready status The top bar displays a Not Ready status message End Ac...

Page 35: ...ing a call Decline a call if you want to reject the contact and place the contact back in the queue The contact is then queued to another agent and your status becomes Not Ready You cannot receive new incoming contacts until you change your status to Ready Prerequisites Attention Depending on the capacity of your broadband connection and latency in the PSTN network it is possible that the Agent De...

Page 36: ...number an internal telephone number Prerequisites Attention If you have an active customer call on your set you cannot originate another call If you want to consult with a supervisor or another agent then you must use the conference feature See Using the conference feature to consult a colleague page 40 Procedure steps Step Action 1 On the action bar click Originate Call 2 Select Use Trunk Access ...

Page 37: ...NN44400 120 Offsite Agent User Guide 26 November 2010 37 Handling Telephony calls in On Demand mode Procedure steps Step Action 1 Hang up your telephone or click Release on the call work item End ...

Page 38: ...Handling Telephony calls in On Demand mode 38 NN44400 120 Offsite Agent User Guide 26 November 2010 ...

Page 39: ... a colleague page 40 Transferring a call page 41 Conferencing in another agent page 41 Conferencing in a supervisor page 42 Calling your supervisor page 42 Using the Emergency key page 42 Placing a call on hold Place a call on hold to interrupt your current call When you want to speak to the caller again release the call from hold The contact timer on the work item changes to orange characters whi...

Page 40: ...Offsite agents using a single line telephone will not be able to place a call on hold and then originate another call To temporarily hold a customer call and consult a colleague use the Conference feature on Agent Desktop Prerequisites You are on a customer call You know the number of the person you want to consult Procedure steps Step Action 1 On the work item click Conference to place the custom...

Page 41: ...ed on hold and a call is placed to the third party While you speak with the third party the Transfer and Hold buttons both flash to indicate that you have a customer on hold and that you must complete the transfer by pressing the Transfer button 4 Click OK The call is transferred to the third party and is dropped from your telephone The call timer stops End Conferencing in another agent Conference...

Page 42: ... supervisor if you are not currently handling a call To call a supervisor when you are on a call see Conferencing in a supervisor page 42 Procedure steps Step Action 1 On the Action bar click Call Supervisor End Using the Emergency key Use the Emergency key if you require immediate assistance from your contact center supervisor while handling a call For example if you talk to a customer who sudden...

Page 43: ...44400 120 Offsite Agent User Guide 26 November 2010 43 Common agent functions on Agent Desktop 3 Click Emergency again to take the customer off hold and conference in the customer and your supervisor End ...

Page 44: ...Common agent functions on Agent Desktop 44 NN44400 120 Offsite Agent User Guide 26 November 2010 ...

Page 45: ... Desktop when it is used on an offsite PC Prerequisites for Offsite Agent troubleshooting Ensure you have correctly installed the Agent Desktop client Ensure that your broadband connection is operational Navigation I cannot get a connection to the Agent Desktop server page 46 I am on a call but the Agent Desktop displays a new contact page 46 Agent Desktop stops responding but my Permanent Mode co...

Page 46: ...top displays a new contact This procedure describes the actions to take if you receive a contact notification on the Agent Desktop while you are already on a call The most likely cause if you are in On Demand mode is that you have taken or made a non contact center call using your telephone but did not make yourself Not Ready Procedure steps Step Action 1 Check whether you are in Ready state 2 Sel...

Page 47: ...gent application will immediately ring your telephone again 2 Answer your telephone and hang up 3 Repeat the previous step four more times within a fifteen second period to fully disconnect from Offsite Agent 4 Exit the Agent Desktop application and restart it 5 If you cannot connect to your Agent Desktop server contact your contact center Administrator for guidance End ...

Page 48: ...Troubleshooting Agent Desktop on Offsite Agent 48 NN44400 120 Offsite Agent User Guide 26 November 2010 ...

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