Avaya 9608 - Default Chapter; Table of Contents

Contents
Chapter 1: Introduction to the Avaya Call Center agent deskphones................................. 5
Differences between the H.323 and SIP deskphones................................................................. 5
About Call Center Agent phone screens.................................................................................... 6
About Agent work modes and states......................................................................................... 7
About call center-related icons.................................................................................................. 8
Agent Status line display combinations for agents.................................................................... 11
About incoming calls.............................................................................................................. 14
About Message Waiting Indicator............................................................................................ 15
Chapter 2: Call Center Agent operations.............................................................................. 16
About Call Center Agent features............................................................................................ 16
About Reason Codes............................................................................................................. 16
Logging in as an agent........................................................................................................... 16
Logging out as an agent......................................................................................................... 18
Activating After Call Work....................................................................................................... 18
Activating Auxiliary Work........................................................................................................ 18
Activating Auto In.................................................................................................................. 19
Activating Manual In.............................................................................................................. 20
Activating Logout Override..................................................................................................... 20
Chapter 3: Call Center Deskphone operations.................................................................... 22
Answering and ending a call................................................................................................... 22
Handling a call by using MDA................................................................................................. 23
Enabling wireless headset bidirectional signaling..................................................................... 23
Viewing contact presence status............................................................................................. 24
Changing the presence status................................................................................................ 24
Enabling SAC when DND is active.......................................................................................... 24
Entering Stroke Counts.......................................................................................................... 25
Entering Call Work Codes...................................................................................................... 26
Viewing Queue Stats............................................................................................................. 26
Viewing Vu Stats................................................................................................................... 27
Activating Supervisor Assist................................................................................................... 28
Viewing ASAI UUI................................................................................................................. 28
Call observation.................................................................................................................... 29
Activating or deactivating call observation............................................................................... 29
Assisting an agent on an observed call................................................................................... 30
June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 4
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