Index
A
activate call observation ...................................................... 30
After Call Work .....................................................................10
activating ...................................................................... 20
pending .........................................................................10
agent information line ............................................................ 7
agent state .............................................................................
7
agent status line .....................................................................6
display combinations .................................................... 13
agent work mode ............................................................... 7, 9
ASAI UUI information ...........................................................16
assist an agent on an observed call .................................... 31
Auto in activating ................................................................. 21
Auxiliary Work ..................................................................9, 10
activating ...................................................................... 21
pending .........................................................................11
Available .......................................................................... 9, 11
pending .........................................................................11
C
call center agent phone screens ............................................6
call observation ....................................................................30
calls
answering ..................................................................... 24
collected digits ........................................................ 12, 16
held ...............................................................................11
incoming ................................................................. 11, 16
in queue ........................................................................
12
releasing ....................................................................... 24
threshold warning ......................................................... 12
UUI ................................................................... 12, 16, 29
VDN information ........................................................... 16
Call Work Code
entering .........................................................................27
collected digits ......................................................... 12, 16, 24
configured features .............................................................. 18
D
deactivate call observation .................................................. 30
display icons ........................................................................ 10
E
enable wireless headset ...................................................... 25
Enabling SAC when DND is active ...................................... 25
F
Forced Logout ................................................................
10, 11
override ...................................................................10, 11
pending .........................................................................11
H
H.323 phone differences ........................................................5
I
icon area ................................................................................ 7
L
lamp states .......................................................................... 12
legal notices .............................................................................
Log in ................................................................................... 19
Log out .................................................................................
20
Logout Override
activating ...................................................................... 22
M
Manual In
activating ...................................................................... 22
multiple device access .........................................................25
MWI, Voicemail ....................................................................17
O
Options & Settings
setting the Quick Touch panel ........................................ 9
Q
Queue Stats .........................................................................11
viewing ..........................................................................27
Quick Touch panel .............................................................7, 8
configuring ...................................................................... 9
R
reason codes ....................................................................... 18
entering .........................................................................21
RONA information ................................................................16
S
service observe ....................................................................30
signaling ...............................................................................25
skills ..................................................................................... 19
softkeys ..................................................................................7
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 32
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