Avaya 16CC User Manual

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Avaya Agent Deskphone 16CC

User Guide

16-602096 Issue 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

Issue 1 January 2008 3

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-way radio 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 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http:// www.avaya.com/support

Issue 1 January 2008 5

6 Avaya Agent Deskphone 16CC User Guide

Top Display Line Combinations for Agents

Top Display Line Combinations for Agents

What you see on the top line of the screen depends on what you are doing at the time (your agent work mode) and whether you are idle or have an active, held, or incoming call. Top line space is limited, and sometimes it's hard to determine whether you have a pending call or not.

Use this chart as a guide to possible top line display combinations. In the chart, ACD=Automatic Call Distribution; ACW=After Call Work; Auto=Auto-in; Aux=Auxiliary mode; DAC=Direct Agent Call; Man=Manual in; RC=Reason Code #.

1st Field

2nd Field (Work

3rd Field

4th

What they mean:

(Agent

Mode) shows

(DAC

Field

 

State)

 

Pending)

(Time

 

shows

 

shows

of Day)

 

 

 

 

shows

 

Auto or

Avail

 

Time

You are ready to receive

Man

 

 

 

DAC or ACD calls.

Auto or

Incoming

 

Time

You have a non-ACD, non-

Man

 

 

 

DAC call and, if applicable,

 

 

 

 

a DAC is pending.

Auto or

Incoming-ACD

 

Time

You have an ACD call

Man

 

 

 

coming in and, if applicable,

 

 

 

 

a DAC is pending..

 

 

 

 

 

Auto or

Incoming-DAC

 

Time

You have a DAC coming in

Man

 

 

 

and, if applicable, a DAC is

 

 

 

 

pending.

Auto or

On-ACD

 

Time

You are on an ACD call.

Man

 

 

 

 

Auto or

On-ACD

DAC

Time

A DAC is pending while you

Man

 

 

 

are on an ACD call.

Auto or

On-DAC

 

Time

You are on a DAC.

Man

 

 

 

 

 

 

 

 

 

Auto or

On-DAC

DAC

Time

A DAC is pending while you

Man

 

 

 

are on a DAC.

Auto or

Hold

 

Time

You have a non-ACD, non-

Man

 

 

 

DAC on hold.

Auto or

Hold

DAC

Time

You have a non-ACD, non-

Man

 

 

 

DAC on hold and a DAC is

 

 

 

 

pending.

 

 

 

 

 

Auto or

On-ACD-Hold

 

Time

You have an ACD call on

Man

 

 

 

hold.

 

 

 

 

 

Auto or

On-ACD-Hold

DAC

 

You have an ACD call on

Man

 

 

 

hold and a DAC is pending.

Auto or

On-DAC-Hold

 

Time

You have a DAC on hold.

Man

 

 

 

 

Auto or

On-DAC-Hold

DAC

 

You have a DAC on hold

Man

 

 

 

and a DAC is pending.

 

 

 

 

 

 

Aux or Aux with RC

 

Time

You are not available to

 

 

 

 

receive DAC or ACD calls.

 

 

 

 

 

Issue 1 January 2008 7

1st Field

2nd Field (Work

3rd Field

4th

What they mean:

(Agent

Mode) shows

(DAC

Field

 

State)

 

Pending)

(Time

 

shows

 

shows

of Day)

 

 

 

 

shows

 

 

Aux or Aux with RC

DAC

Time

You are not available to

 

 

 

 

receive DAC or ACD calls,

 

 

 

 

but a DAC is pending.

 

ACW

 

Time

You are performing after

 

 

 

 

call work and not available

 

 

 

 

to receive DAC or ACD

 

 

 

 

calls.

 

ACW

DAC

Time

You are performing after

 

 

 

 

call work and not available

 

 

 

 

to receive DAC or ACD

 

 

 

 

calls, but a DAC is pending.

Auto or

Aux Pend or Aux RC

 

Time

You are switching into Aux

Man

Pend

 

 

mode and have no

 

 

 

 

incoming or pending calls.

Auto or

Aux Pend or Aux RC

DAC

 

You are switching into Aux

Man

Pend

 

 

mode and a DAC is pending

 

 

 

 

or you have put a DAC or

 

 

 

 

ACD call on hold, are

 

 

 

 

switching into Aux mode,

 

 

 

 

and have a pending DAC..

Auto or

ACW Pend

 

Time

You are switching into ACW

Man

 

 

 

mode and have no

 

 

 

 

incoming or pending calls.

Auto or

ACW Pend

DAC

 

You are switching into ACW

Man

 

 

 

mode and a DAC is pending

 

 

 

 

or you have put a DAC or

 

 

 

 

ACD call on hold, are

 

 

 

 

switching into ACW mode,

 

 

 

 

and have a pending DAC.

8 Avaya Agent Deskphone 16CC User Guide

Avaya 16CC User Manual

Introduction to the Avaya Agent Deskphone 16CC

Introduction to the Avaya Agent Deskphone 16CC

The 16CC telephone is a multiline SIP telephone for use with Avaya Call Center 5.0. The 16CC telephone puts convenient features and capabilities at your fingertips, including a Phone screen to view and manage your calls, a Contacts list, a Call Log, designated feature buttons to change your agent work mode or status, a menu of options and settings to customize your phone, and access to your voice mail.

Not all functions and features described in this user guide may be available on your telephone. If you find that a function or feature is not available, contact your system administrator.

Avaya Agent Deskphone 16CC Phone Buttons and Features

Issue 1 January 2008 9

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