Avaya 9641GS - 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 screen..................................................................................... 6
Quick Touch Panel options....................................................................................................... 8
Setting the Quick Touch panel............................................................................................ 9
About Agent work modes and states......................................................................................... 9
About call center-related icons................................................................................................ 10
About Lamp States for Call Center features............................................................................. 12
Agent Status line display combinations for agents.................................................................... 13
About incoming calls.............................................................................................................. 16
About Message Waiting Indicator............................................................................................ 17
Chapter 2: Call Center Agent operations.............................................................................. 18
About Call Center Agent features............................................................................................ 18
About Reason Codes............................................................................................................. 18
Logging in as an agent........................................................................................................... 19
Logging out as an agent......................................................................................................... 20
Activating After Call Work....................................................................................................... 20
Activating Auxiliary Work........................................................................................................ 21
Activating Auto In.................................................................................................................. 21
Activating Manual In.............................................................................................................. 22
Activating Logout Override..................................................................................................... 22
Chapter 3: Call Center Deskphone operations.................................................................... 24
Answering and ending a call................................................................................................... 24
Switching to another deskphone during an active call............................................................... 25
Enabling wireless headset bidirectional signaling..................................................................... 25
Enabling SAC when DND is active.......................................................................................... 25
Entering Stroke Counts.......................................................................................................... 26
Entering Call Work Codes...................................................................................................... 27
Viewing Queue Stats............................................................................................................. 27
Viewing Vu Stats................................................................................................................... 28
Activating Supervisor Assist................................................................................................... 29
Viewing ASAI UUI................................................................................................................. 29
Call observation.................................................................................................................... 30
Activating or deactivating call observation............................................................................... 30
Assisting an agent on an observed call................................................................................... 31
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 4
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