Chapter 2: Call Center Agent operations
About Call Center Agent features
Most Call Center features are provisional and configured by your system administrator. You may not
see all the features described in the next two chapters.
The feature name that is displayed on your deskphone is dependent on your deskphone display
settings.
Note:
The half-width mode is not supported for Avaya Aura
®
Contact Center Elite features.
You can gain access to the Call Center Agent features from:
• Quick Touch panel
• Features list
For the purposes of this user guide, the instructions are based on Features list. To access the
features from the Quick Touch panel, simply tap the feature.
About Reason Codes
Some Call Center features, such as Agent Logout and Auxiliary Work state, may require you to
enter a Reason Code.
Reason Codes are configured as “Forced” or “Requested”, or “None”. Forced means a Reason
Code must be entered and Requested means you can bypass entering a Reason Code.
If your system administrator did not configure Reason Codes, you may not be prompted to enter a
Reason Code.
Speak to your system administrator or supervisor for more information about the Reason Codes
your system uses.
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 18
Comments on this document? infodev@avaya.com
To Next Page
Loading...
