Avaya 16CC User Manual
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Avaya Agent Deskphone 16CC

User Guide

16-602096Issue 1 January 2008

Contents

Contents

 

Notices.............................................................................................................

5

Top Display Line Combinations for Agents.................................................

7

Introduction to the Avaya Agent Deskphone 16CC....................................

9

Avaya Agent Deskphone 16CC Phone Buttons and Features.........................................

9

About LEDs.....................................................................................................................

11

Scrolling and Navigation.................................................................................................

11

About Paper Labels........................................................................................................

12

Telephone Stand............................................................................................................

12

About Logging In to and Out of Your Telephone......................................

12

Logging in to your telephone extension..........................................................................

12

Agent login......................................................................................................................

13

Agent logout....................................................................................................................

13

Logging out of your telephone extension........................................................................

13

About Agent Work Modes and Agent States.............................................

13

Changing Agent Work Mode or State.............................................................................

14

About Agent Skills........................................................................................

14

Viewing Agent Skills.......................................................................................................

14

Making a Call.................................................................................................

14

Redialing a number.........................................................................................................

14

Calling a person from the Contacts list...........................................................................

15

Calling a person from the call log...................................................................................

15

Answering a Call...........................................................................................

15

Answering a call if you are logged in as an agent....................................

15

Answering a call if you are not logged in as an agent..............................

15

Sending an incoming call to voice mail.....................................................

15

Ignoring an incoming call............................................................................

16

Muting a Call.................................................................................................

16

Putting a Call on Hold..................................................................................

16

Transferring a Call........................................................................................

16

Conference Calls..........................................................................................

16

Setting up a conference call...........................................................................................

16

Adding a person on hold to a conference call.................................................................

17

Putting a conference call on hold....................................................................................

17

Dropping the last person added from a conference call.................................................

17

Bridged Calls................................................................................................

17

Answering a call on a bridged line..................................................................................

17

Joining a call on a bridged line.......................................................................................

17

2 Avaya Agent Deskphone 16CC User Guide

 

Contents

Making an outgoing call on a bridged line......................................................................

17

Contacts........................................................................................................

18

Searching for a contact...................................................................................................

18

Viewing Contacts details.................................................................................................

18

Adding a new contact.....................................................................................................

18

Editing a contact.............................................................................................................

19

Deleting a contact...........................................................................................................

19

Call Log.........................................................................................................

19

Viewing the call log.........................................................................................................

20

Viewing call log details....................................................................................................

20

Adding an entry from the call log to your Contacts list....................................................

20

Removing an entry from the call log...............................................................................

20

Clearing all entries from the call log................................................................................

20

Turning call logging on or off..........................................................................................

21

Getting Your Messages................................................................................

21

Logging into your voicemail............................................................................................

21

About Advanced Telephone Features........................................................

21

Accessing the Features Menu........................................................................................

22

Send all calls..........................................................................................................

22

Sending a call to another number..........................................................................

22

Forwarding a call....................................................................................................

22

Turning off call forwarding......................................................................................

22

Avaya Menu...................................................................................................

23

Options/Settings.............................................................................................................

23

Turning show incoming call on or off......................................................................

23

Setting redial options..............................................................................................

24

Turning the call timer on or off...............................................................................

24

Adjusting the brightness or contrast of the display.................................................

24

Turning button click sounds on and off..................................................................

24

Turning error tones on or off..................................................................................

25

Personalizing the ring pattern................................................................................

25

Setting Automatic Gain Control..............................................................................

25

Changing the language..........................................................................................

25

Setting the time format...........................................................................................

25

Viewing Network Information.................................................................................

26

Index..............................................................................................................

27

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Contents

4 Avaya Agent Deskphone 16CC User Guide

Notices

Notices

© 2008 Avaya Inc.

All Rights Reserved.

Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Note:

Using a cell, mobile, or GSM phone, or a two-wayradio in close proximity to an Avaya IP telephone might cause interference.

For full legal page information, please see the complete document, Avaya Legal Page for Hardware Documentation, Document number 03-600759.

To locate this document on our website, simply go to http://www.avaya.com/support and search for the document number in the search box.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands, and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya's standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: http://www.avaya.com/support

Copyright

Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Avaya support

Avaya Inc. provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121in the United States. For additional support telephone numbers, see the Avaya Web site:http:// www.avaya.com/support

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6 Avaya Agent Deskphone 16CC User Guide