Avaya 16CC User Manual

Avaya Agent Deskphone 16CC User Guide

16-602096

Issue 1

January 2008

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

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

Contents

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

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.

Notices

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

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

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

(Agent

State)

shows

Auto or Man

Aux or Aux with RC Time You are not available to

2nd Field (Work

Mode) shows

Avail Time You are ready to receive

Incoming Time You have a non-ACD, non-

Incoming-ACD Time You have an ACD call

Incoming-DAC Time You have a DAC coming in

On-ACD Time You are on an ACD call.

On-ACD DAC Time A DAC is pending while you

On-DAC Time You are on a DAC.

On-DAC DAC Time A DAC is pending while you

Hold Time You have a non-ACD, non-

Hold DAC Time You have a non-ACD, non-

On-ACD-Hold Time You have an ACD call on

On-ACD-Hold DAC You have an ACD call on

On-DAC-Hold Time You have a DAC on hold.

On-DAC-Hold DAC You have a DAC on hold

3rd Field

(DAC

Pending)

shows

4th

Field

(Time

of Day)

shows

What they mean:

DAC or ACD calls.

DAC call and, if applicable, a DAC is pending.

coming in and, if applicable, a DAC is pending..

and, if applicable, a DAC is pending.

are on an ACD call.

are on a DAC.

DAC on hold.

DAC on hold and a DAC is pending.

hold.

hold and a DAC is pending.

and a DAC is pending.

receive DAC or ACD calls.

Issue 1 January 2008 7

1st Field

(Agent

State)

shows

Aux or Aux with RC DAC Time You are not available to

ACW Time You are performing after

ACW DAC Time You are performing after

Auto or Man

2nd Field (Work

Mode) shows

Aux Pend or Aux RC Pend

ACW Pend Time You are switching into ACW

ACW Pend DAC You are switching into ACW

3rd Field

(DAC

Pending)

shows

Time You are switching into Aux

DAC You are switching into Aux

4th

Field

(Time

of Day)

shows

What they mean:

receive DAC or ACD calls, but a DAC is pending.

call work and not available to receive DAC or ACD calls.

call work and not available to receive DAC or ACD calls, but a DAC is pending.

mode and have no incoming or pending calls.

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..

mode and have no incoming or pending calls.

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

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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