3. Tap DND affects SAC to change the value to Yes.
4. Tap Save.
Entering Stroke Counts
The Stroke Count feature allows your administrator to define up to nine different customer-related
events using keys 0 through 9.
Note:
Stroke Count 0 is used for tracking any audio quality issues. It can be entered while in any
agent state or work mode as long as you are logged in as an agent.
About this task
Use these pre-defined keys to report the number of times that a particular event occurs. On a single
call, you can send any of the configured stroke counts and repeat them as many times as the
incident occurs.
To enter a stroke count, you must be logged in and be in one of the following states:
• Active state on an ACD or DAC call
• ACW state after disconnecting from a call
• Timed ACW state after disconnecting from a call
If you are not in any of these states, the Deskphone displays “INVALID STATE” on the Top Line and
the Stroke Count information is not sent. As well, the LED associated with this feature or the touch
phone equivalent will flutter.
Your Feature screen displays Stroke Count (#), where # is the number from 0 to 9 that your system
administrator has defined for specific customer events.
Contact your supervisor or your system administrator for more information about the defined events.
Procedure
1. Tap Features to access the Features list.
2. From the Features list, tap Stroke Count using the up or down navigation arrows.
Result
The Stroke Count information is sent to the CC Elite server.
Call Center Deskphone operations
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 26
Comments on this document? infodev@avaya.com
To Next Page
Loading...
