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Chapter 2 Managing Avaya Agent
50 Avaya Agent User’s Guide
4 Enter the maximum number of contacts you want to be able to handle in the text box next to the
appropriate channels. Click the up arrow to increase the number or the down arrow to decrease
the number.
If the number stops changing when you click the arrow, you have reached the ceiling that your
administrator set for you. For example, you may not be able to set more than 1 or 2 chats.
If any field is disabled, you are not set up to handle sessions in that channel.
5 Click Apply.
The Avaya Agent Status Control bar shows the channel loads that you entered, which is the
maximum number of contacts that you can handle for each channel. The following illustration
of the Avaya Agent Status Control bar shows that the agent can handle a maximum of 1 voice
contact, 1 email contact, and 1 chat contact
.
The Web Agent Status Control bar shows your current contact loads for chat and email, as set
by the program rules. The routing servers can reduce this number at any time according to
program rules that consider the number and type of contacts you are handling, the number of
contacts currently in the system, and so on. Therefore, the numbers can change while you are in
your current login session. Your current contact loads as shown in the Web Agent may be less
than the channel loads shown in the Avaya Agent. The following illustration of Web Agent
Status Control bar icons indicate a current contact load of 0 emails and 1 chat session. At the
current time, this agent cannot receive any email contacts, but later he may be able to receive
one again.
Opening an Application Focus
You can open a new Avaya Business Application focus from the Avaya Agent menu. (A focus is a
window containing information that enables you to complete a particular job.) The first time you
open a focus, it is maximized to use all available desktop space. If you resize the focus and save
the settings (from the application’s Focus menu), the focus automatically opens in the size that you
specified whenever you open the focus.
Whenever you open Avaya Agent, your initial focus remains minimized on your task bar until
Avaya Agent is running. Then the focus opens in the desktop.
If you open a new focus, it opens on top of any open focuses in your desktop. For example, if the
Avaya Agent focus is open in CallCenterQ and then you open the Customer focus, the Customer
focus opens on top of the Avaya Agent focus.