Avaya NN44400-114 User Manual

Avaya Aura™

Agent Desktop

NN44400-114

Document status: Standard
Document issue: 02.05
Document date: 2 December 2010
Product release: Release 6.0/6.1
Job function: Fundamentals
Type: Technical Publication
Language type: English

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Content s

New in this release 7

Features 7

Other changes 10

Introduction 11
Agent Desktop User Interface 13

Work item paradigm 14
Top bar 1 4
Work list window 15
Action bar 16
User preferences 17

Using your Agent Desktop 19

Installing the Agent Desktop 19
Starting the Agent Desktop 20
Creating a shortcut to the Agent Desktop 21
Logging on to Agent Desktop when using a desktop phone 21
Logging on to Agent Desktop when using the softphone 22
Logging on to Agent Desktop of a SIP-enabled contact cent er 23
Changing your password 24
Muting and unmuting when using the softphone 25
Changing the audio settings for softphone 25
Configuring the audio devices for softphone 26
Changing your status to Ready 26
Changing your status to Not Ready 27
Accessing online help 27
Logging off from Agent Desktop 28

Telephony 29

Accepting a call 30
Declining a call 31
Entering an activity code 31
Placing a call on hold 32
Releasing a call on hold 32
Transferring a call 33

Improved user interface 7
Multiplicity 7
New contact types 8
Agent statistics 8
E-mail editor improvements 8
E-mail auto suggest 9
New usage modes 9
Web communications improvements 10

Windows 7 support 10

NN44400-114 Contact Center Agent Desktop 2 December 2010 3

Contents

Conferencing in another agent 33
Conferencing in a supervisor 3 4
Ending a call 34
Calling your supervisor 34
Making a call 35
Using DTMF digits 35
Using the Emergency key 36
Observing a call 36
Barging in on a call 37
Ending your observation 38

Outbound calls and callbacks 39

Accepting an outbound contact 40
Declining an outbound contact 41
Placing an outbound call 41
Using a script 42
Recording the result 42
Ending the call 43
Scheduling a callback 43
Calling the customer 44

Predictive Outbound 47

Changing to Ready status 49
Changing to Not Ready status 50
Changing to Not Ready status when on a contact 51
Handling a Predictive or Progressive call 51
Handling a Paced call 52
Handling a Preview call 52
Handling a manual call 53
Cancelling a call 53
Transferring a call 54
Conferencing in another agent 56
Hanging-up and leaving a conference call 57
Ending a contact 58
Originating a call 59
Scheduling a callback 59
Handling a standard callback call 61
Handling a non-standard callback call 62

E-mail 65

Accepting an incoming contact 68
Declining an incoming contact 68
Verifying customer information 69
Replying to an e-mail message 69
Creating an e-mail message 71
Using the address book to reply to a contact 72
Removing a name from the recipient list 72

4 NN44400-114 Contact Center Agent Desktop 2 December 2010

Contents

Creating a template response 73
Defining your default template folder 73
Using a template response 74
Defining your default attachment folder 74
Adding an attachment to your e-mail response 74
Viewing e-mail attachments 75
Removing an attachment from an e-mail response 75
Using the spelling checker 76
Closing the e-mail contact 77
Postponing work on a contact 77
Following up on a contact 78
Transferring a contact within the contact center 78
Transferring a contact outside the contact center 79
Printing contact details 79

Fax message 81

Accepting an incoming fax message 81
Declining an incoming fax message 82
Reviewing a fax message 82
Replying to a fax message 82
Closing a fax message 83
Transferring a fax message 84

Scanned document 85

Accepting an incoming scanned document message 85
Declining an incoming scanned document message 86
Reviewing a scanned document message 86
Replying to a scanned document message 87
Closing a scanned document message 87
Transferring a scanned document 88

Voice mail messages 89

Accepting an incoming voice mail message 89
Declining an incoming voice mail message 90
Listening to a voice mail message 90
Replying to a voice mail message 91
Closing a voice mail message 91
Transferring a voice mail message 92

Short Message Service text message 93

Accepting an incoming SMS text message 93
Declining an incoming SMS text message 94
Replying to an SMS text message 94
Using the spelling checker 95
Closing an SMS text message contact 96
Transferring an SMS text message 96

Web communications 99

Accepting a Web communications contact 100

NN44400-114 Contact Center Agent Desktop 2 December 2010 5

Contents

Customizing a tab name 101
Declining a Web communications contact 101
Sending a chat message 102
Adding an auto-phrase to a chat message 102
Pushing a Web page to a customer 102
Transferring a chat session 103
Conferencing a chat session 104
Ending the Text Chat sessio n 104
Sending the chat log in an e-mail message 105

Instant messaging 107

Accepting an instant message 108
Declining an instant message 108
Sending an instant message 109
Using an auto-phrase 109
Using suggested Web pages 110
Using spelling checker in an instant message 110
Viewing personnel using Contacts Presence 110
Transferring an instant message using Contacts Presence 111
Consulting on an instant message using Contacts Presence 112
Conferencing an instant message using Contacts Presence 112
Transferring an instant message using the work item control 113
Consulting on an instant message using the work item control 113
Conferencing an instant message using the work item control 114
Ending an instant message 114

Agent Statistics 117

Accessing the Agent Statistics tab 118
Viewing the Skillset statistic chart 118
Viewing the Agent statistic chart 119
Enabling Service Level alerts 119
Using the Statistics Ticker 120

Customer and contact details 121

Creating a customer record 122
Searching for a customer 123
Adding or editing customer information 123
Viewing a CCT intrinsic 124
Copying a CCT intrinsic 124
Viewing the Auto Launch Application 125
Running a CCT intrinsic-associated application 125
Searching for a contact 126
Printing search results 127
Viewing a contact 127
Opening a contact 128
Closing contacts (supervisors only) 129

6 NN44400-114 Contact Center Agent Desktop 2 December 2010

New in this release

The following sections detail what is new in the Avaya Aura™ Agent Desktop
User Guide (NN44400-114).

• Features (page 7)

• Other changes (page 10)

Features

See the following sections for information about feature changes:

• Improved user interface (page 7)

• Multiplicity (page 7)

• New contact types (page 8)

• Agent statistics (page 8)

• E-mail editor improvements (page 8)

• E-mail auto suggest (page 9)

• New usage modes (page 9)

• Web communications improvements (page 10)

Improved user interface

The main Avaya Aura™ Agent Desktop user interface is based on a work item
paradigm. Each agent-to-customer interaction is a work item. W ork items appear
on the Agent Desktop work list. If you perform another interaction associated
with that work item (for example an IM consultation with an expert), then that
interaction is displayed as part of the original work item.

The work list window contains work items and buttons corresponding to the work
item. The buttons and functions change depending on the items in the work list
window. When a new contact arrives, Agent Desktop adds the new contact to
the work list.

• A work item is a unit of work that is a collection of interactions with other
parties. The party can be a customer, another agent, a supervisor or an
expert.

• A work list is a collection of work items.

Multiplicity

Agents who handle real-time voice contacts require dedicated interaction
between an agent and customer. To increase agent productivity for non
real-time contacts, agents can use Contact Center to simultaneously handle
multiple contacts.

NN44400-114 Contact Center Agent Desktop 2 December 2010 7

New in this release

New contact types

The administrator selects the contact types an agent can be presented with
while the agent is active on another contact. This is called interruptibility . Y ou can
receive a multimedia contact while you are working on a voice call, or, you can
receive a voice contact while you are working on a multimedia contact.

Agent Desktop supports Short Message Service text messaging, fax messages,
voice mail messages, and scanned documents.

Short Message Service (SMS) text messaging is a standardized
communications protocol for the exchange of short text messages between
SMS-enabled devices. SMS text messages from customers are forwarded by an
SMS gateway to an e-mail address within the contact center. The Contact
Center Multimedia E-mail Manager retrieves the SMS text message and queues
it to the appropriate skillset.

Fax messages from customers are forwarded by a fax server to an e-mail
address within the contact center. The Contact Center Multimedia E-mail
Manager retrieves the fax attachment in TIFF format and queues it to the
appropriate skillset.

Voice mail messages from custo mers are forwarded by a voice mail server to an
e-mail address within the contact center . Th e Contact Center Multimedia E-mail
Manager retrieves the voice mail attachment in WAV format and queues it to the
appropriate skillset.

A scanned document is an electronic version of a printed page or document.
Scanned documents from customers are forwarded by a document imaging
server to an e-mail address within the contact center. From here, the Contact
Center Multimedia E-mail Manager retrieves the scanned document attachment
in TIFF format and queues it to the appropriate skillset.

Agent statistics

Agent Desktop now displays skillset-related statistics. You can view skillset
related statistics on the action bar or in more detail in pie chart or bar chart format
in the Statistic control. Supervisors can display statistics for all skillsets in pie
chart or bar chart format.

E-mail editor improvements

The Agent Desktop e-mail editor supports the following features.

• Undo (Ctrl+z) support

• Colored text

• Highlighted text

• Ruled lines

8 NN44400-114 Contact Center Agent Desktop 2 December 2010

• Insert image links

• Hyperlinks

• Blind carbon copy (Bcc) is available only when using the e-mail address
book.

E-mail auto suggest

Agent Desktop now supports E-mail Auto Suggest.
When an incoming e-mail arrives at the contact center , the E-mail Manager uses

a set of rules to determine recommended replies for the e-mail message. The
suggested replies for the e-mail message are shown in order of relevance.

You can open the new e-mail, read it, and then choose a suggested reply to the
e-mail message. A preview of the suggested replies appears in the Auto
Suggestions pane, so you can choose the appropriate reply. After you choose a
reply, you can edit your e-mail response before sending it.

You can ignore the suggested replies and use the new Agent Desktop Auto
Suggestions pane to search for a more appropriate reply. You can search for
automatic suggestions across all categories or within a specific category with the
use of a keyword. To contribute towards the overall intelligence of the solution,
you can create new suggested replies for the customer.

New in this release

Suggested replies for e-mail messages are ranked in order of usefulness and
frequency of use. If you use the suggested reply , the ranking counter increments
and the reply moves higher in the suggestion list. If you edit the suggested reply,
the rank remains the same.

New usage modes

Agents can choose one of the following usage modes depending on their
location, phone, and network:

Note: The new usage modes are available only in Avaya Aura™ Agent Desktop
Release 6.1.

• Desk Phone: The Desk Phone mode allows agents to use the office phone
in a contact center environment. Agents can use the Desk Phone mode
when they are at the contact center and want to share control between the
office phone and the computer. While in Desk Phone mode, agents access
audio components from the office phone and visual components from the
computer. The Desk Phone mode is available if you are using Contact
Center with Avaya Communication Server 1000 or Avaya Aura™ Unified
Communications platform.

• My Computer: The My Computer mode (softphone) allows agents who are
on the move and want to access the telephone switch through the Internet to
establish a voice connection over a Voice over Internet Protocol (VoIP)

NN44400-114 Contact Center Agent Desktop 2 December 2010 9

New in this release

Web communications improvements

Other changes

network. You can make or receive voice calls through Agent Desktop using
a headset connected to your computer .The My Computer mode provides the
best IP audio quality that is possible with your connection speeds, computer
performance, and network setup. The My Computer mode is available if you
are using Contact Center with Avaya Aura™ Unified Communications
platform.

Agents using the Web communications feature to communicate directly with
customers in real time over the Internet, can now transfer or conference a chat
session.

Note: The Web communications improvements are available only in Avaya
Aura™ Agent Desktop Release 6.1.

See the following sections for information about changes that are not
feature-related:

• Windows 7 support (page 10)

Windows 7 support

Agent Desktop is now supported on the Microsoft Windows 7 operating system.

10 NN44400-114 Contact Center Agent Desktop 2 December 2010

Introduction

Avaya Aura™ Agent Desktop is a single-interface client application used to
interact with customers. Y ou can respond to cu stomer contacts through a variety
of media, including phone, outbound contacts, e-mail, Web communication,
instant messaging, fax, scanned documents and SMS text messages. Agent
Desktop provides automation for customer responses to eliminate repetitive
actions, such as typing a common response in an e-mail message.

Agent Desktop supports the following contact types:

• Voice contacts

• E-mail messages

• Outbound contacts

• Web communications contacts

• Instant Messages

• SMS text messages

• Fax messages

• Scanned documents

Prerequisites

• Voice mail messages

Your administrator determines which type of contacts you can handle.
Agent Desktop uses Microsoft .NET Framework 3.5 Click Once Deployment

technology, which means that you can install and start the application by
entering a URL address in Windows Explorer or Internet Explorer.

• Ensure that you review the Contact Center installation procedures.

• Supported Operating Systems:
— Windows XP Professional SP2 or later
— Windows Vista SP2 or later
— Windows 7

• Ensure that the following are installed on the client machine:
— Microsoft Internet Explorer 7.0 or later
— Microsoft .NET Framework 3.5
— Windows Installer 3.1 Redistributable (v2)
— Microsoft Visual C++ 2005 SP1 Redistributable Package (x86)

NN44400-114 Contact Center Agent Desktop 2 December 2010 11

Introduction

Navigation

• Agent Desktop User Interface (page 13)

• Using your Agent Desktop (page 19)

• Telephony (page 29)

• Outbound calls and callbacks (page 39)

• E-mail (page 65)

• Fax message (page 81)

• Scanned document (page 85)

• Voice mail messages (page 89)

• Short Message Service text message (page 93)

• Web communications (page 99)

• Agent Statistics (page 117)

• Instant messaging (page 107)

• Customer and contact details (page 121)

12 NN44400-114 Contact Center Agent Desktop 2 December 2010

Agent Desktop User Interface

Use Agent Desktop to handle voice, e-mail, outbound, Web communications,
instant messaging, voice mail, fax, scanned documents, and SMS text me ssage
contacts. Use Agent Desktop in the following situations:

• to handle voice contacts when Agent Desktop is installed on a
Communication Control Toolkit server

• to handle voice contacts, outbound contacts (voice calls from you to
customers), e-mail messages, or Web communications contacts when
Agent Desktop is installed on a Contact Center Multimedia server

• to work with the Microsoft Office Communications Server to handle voice and
instant messaging in a SIP-enabled contact center

This chapter describes the main user interface of the Agent Desktop applicatio n.
There are three main sections to the Agent Desktop user interface:

Example of Agent Desktop layout

Navigation

1 Top bar (page 14)
2 Work list window (page 15)
3 Action bar (page 16)

The Agent Desktop also provides other controls and menus that are explained
in the following chapters.

• Work item paradigm (page 14)

• Top bar (page 14)

• Work list window (page 15)

• Action bar (page 16)

• User preferences (page 17)

NN44400-114 Contact Center Agent Desktop 2 December 2010 13

Agent Desktop User Interface

Work item p aradigm

The main Agent Desktop user interface is based on a work item paradigm. Each
agent-to-customer interaction is a work item. Work items appear on the Agent
Desktop work list. If you perform another interaction associated with that work
item (for example, an IM consultation with an expert), then that interaction is
displayed as part of the original work item.

The work list consists of work items and control buttons corresponding to the
work item. The controls and functions change depending on the work list window
behavior. Wh en a new cont a ct arrives, Agen t Desktop adds the new cont act as
a work item to the work list.

Top bar

The Top bar appears at the top of the Agent Desktop window. The Top bar
provides the system status and main controls to operate Agent Desktop.

Example of Top bar layout

The agent status icon appears on the top left corner of the Agent Desktop Top
bar. It shows the agent status, agent name, agent login ID, and agent dialable
number.

The Top bar has the following icons:

Top bar icons

Icon Name Description

Mute / Unmute Place the call on mute while using the

computer (softphone) to place and
receive calls. Use the same button to
unmute.

Terminal action Access Emergency, Observe and

Intrinsics controls

User preferences Access user preferences and change

audio settings for the softphone.
Agent status Select agent status
Help Access help information

Use the Terminal Action menu to perform the following tasks:

14 NN44400-114 Contact Center Agent Desktop 2 December 2010

Terminal Action Menu

Command Description

Observe Used by supervisors or agent-supervisors to listen

Emergency Immediately connect with your supervisor in case of

Work list window

The work list window contains work items and control buttons corresponding to
the work item. The controls and functions change depending on the information
in the work list window. The top right corner of the work list window has work item
controls. These controls are common to all work items on the work list. When a
new contact arrives, Agent Desktop adds the new cont act as a wo rk item to the
work list.

The following figure shows the work list windows and controls.

Agent Desktop User Interface

in on a contact.

emergency. SIP-enabled contact cen ter does no t
support this feature.

Example of work list layout

The illustrated work list shows three work items:

1 A voice call work item, at the top of the work list.
2 An Instant Message (IM) work item, in the middle of the work list.
3 An e-mail work item, at the bottom of the work list. The e-mail is on hold.

• A work item is a collection of interactions with a customer , another agent , a
supervisor, or an expert.

• A work list is a collection of work items. When you receive a new contact, it
is added to the work list so that you can monitor your current contact s. When
you finish with the contact, or reject the contact, the work item is removed
from the list.

NN44400-114 Contact Center Agent Desktop 2 December 2010 15

Agent Desktop User Interface

Work item controls

Each work item has a number of contact-related controls. These co ntrols change
depending on the work list window behavior and contact type.

Examples of work item controls

Voice IM E-mail Name Description

Only appropriate controls are displayed on work items. Voice-related controls
are displayed on a voice work item. IM related controls are displayed on IM work
item.

Accept Accept the work item.
Release Release or reject the work item.
Hold Place the work item on hold.
Transfer Transfer the work item contact.
Conference Conference the work item.
Activity code Set the work item activity code.
Work item details Read work items details.

Action bar

The Action bar contains global controls to create a new work item, to search
contacts, and to open secondary windows. The Action bar stays at the bottom of
the Agent Desktop window and remains at the bottom as the window expands.

Example of Action bar layout

Use the Action bar at the bottom of the main interface to make new contacts.
New voice, IM, or e-mail contacts are collectively called new work in the Work
Item Paradigm.

Action bar commands

Icon Name Description

Customer Details View customer details.
Contact Presence Contact presence.
Initiate Contact Start a new work item.
Call Supervisor Call your supervisor.
DTMF Generate DTMF tones.

16 NN44400-114 Contact Center Agent Desktop 2 December 2010

Action bar commands

Icon Name Description

User preferences

Use the User Settings page, under the User Preferences menu, to select
template locations, enable the spelling checker, define an e-mail signature, or
change your password.

Use the Audio Settings page, under the User Preferences menu, to adjust
playback and record volume and select playback and record devices, while
using the computer (softphone) to place and receive calls.

Agent Desktop User Interface

Contact Search Search for contacts.
Customer Search Search for customers.
Schedule Callback Schedule callback.
Agent Statistics Display agent statistics scroll bar.

NN44400-114 Contact Center Agent Desktop 2 December 2010 17

Agent Desktop User Interface

18 NN44400-114 Contact Center Agent Desktop 2 December 2010

Using your Agent Desktop

This chapter describes how to install and configure Avaya Aura™ Agent
Desktop.

Navigation

• Installing the Agent Desktop (page 19)

• Starting the Agent Desktop (page 20)

• Creating a shortcut to the Agent Desktop (page 21)

• Logging on to Agent Desktop when using a desktop phone (page 21)

• Logging on to Agent Desktop when using the softphone (page 22)

• Logging on to Agent Desktop of a SIP-enabled contact center (page 23)

• Changing your password (page 24)

• Muting and unmuting when using the softphone (page 25)

• Changing the audio settings for softphone (page 25)

• Configuring the audio devices for softphone (page 26)

• Changing your status to Ready (page 26)

• Changing your status to Not Ready (page 27)

• Accessing online help (page 27)

• Logging off from Agent Desktop (page 28)

Installing the Agent Desktop

Install the Agent Desktop if you are starting the application for the first time or if
you are starting the application following installation of an upgrade or a patch.

Prerequisites

• Ensure that the administrator has configured your Windows User ID in
Communication Control Toolkit (CCT) and that you have a valid user ID,
password, and domain to use with Agent Desktop.

Procedure steps

Step Action

1 In Windows Explorer or Internet Explorer, type the HTTP address (URL)

provided by your system administrator. The URL format is <Contact Center
Multimedia servername>/agentdesktop. If you do not use Multimedia

NN44400-114 Contact Center Agent Desktop 2 December 2010 19

Using your Agent Desktop

Starting the Agent Desktop

Prerequisites

functionality then the URL is <Communication Control Toolkit servername>/
agentdesktop.

2 Click Launch Agent Desktop.
3 Click Install.

--End--

Start the Agent Desktop when you are ready to open the application.

• Ensure that you install Agent Desktop. See Installing the Agent Desktop

(page 19).

• Ensure that the administrator configured your Windows User ID in
Communication Control Toolkit (CCT) and that you have a valid user ID,
password, and domain for use with Agent Desktop.

Procedure steps

Step Action

1 In Windows Explorer or Internet Explorer, enter the HTTP address (URL)

provided by your system administrator. The URL format is <Contact Center
Multimedia servername>/agentdesktop.

2 Click Launch Agent Desktop.

OR
Click Start, All Programs, Avaya, Agent Desktop.

The Agent Desktop toolbar appears. If a CCT Connection Failure message
appears stating the automatic login to CCT using you r Windows logon identity
failed, your Windows User ID is not configured on CCT. Click Retry to enter
valid User Credentials or click Cancel to exit the application.

Procedure job aid

If you log on to the Agent Desktop to handle Predictive Outbound contacts, a
delay can occur before you can log on to the required applications. If the delay
occurs after the agent logs on to Contact Center Manager Server or Contact
Center Multimedia, and before logging on to the Predictive Outbound skillset,
ensure that CPSEE Application server name is in the hosts file of the client
machine.

--End--

20 NN44400-114 Contact Center Agent Desktop 2 December 2010

Creating a shortcut to the Agent Desktop

Create a shortcut to the Agent Desktop to quickly access the application with out
manually entering the URL.

Prerequisites

• Ensure that you install Agent Desktop. See Installing the Agent Desktop

(page 19).

Procedure steps

Step Action

1 Click Start, All Programs, Avaya.
2 Right-click Agent Desktop.
3 Select Send To, Desktop (create shortcut).

--End--

Using your Agent Desktop

Logging on to Agent Desktop when using a desktop phone

Log on to the Agent Desktop after you start the Agent Deskt op application. While
you log on, you can choose between a desktop phone and a softphone based
on your usage mode. The system automatically configures your status to Not
Ready . Change your st atus to Ready to indicate that you are available to handle
all media types for which you are licensed and configured. If you are assigned
to a skillset for a particular contact type, you can receive and create contacts in
that contact type.

Procedure steps

Step Action

1 Start the Agent Desktop.
2 If you have Hot Desking enabled, type your workstation name at the prompt.
3 On the Agent Desktop Top bar, from the Status list, select Login.
4 Click the Telephony tab.
5 Select Desktop Phone from the Place and receive calls using drop-down

list.

A logon prompt does not appear. Y our logon ID is automatically filled in based
on the Communication Control Toolkit implementation for your contact center.

NN44400-114 Contact Center Agent Desktop 2 December 2010 21

Using your Agent Desktop

V ariable definitions

Description Value

ID (Multimedia) Your logon ID appears in the ID box, based on your

Password (Multimedia) Initially, for multimedia agents, your password is the same as

The system verifies your logon ID and automatically logs you on to the Agent
Desktop application.

6 If you are configured to handle Multimedia contacts (such as e-mail), in the

Multimedia tab, type your ID and Password.

7 Click Login.

The status icon changes to Not Ready.

--End--

Communication Control Toolkit configuration.

your Agent Logon ID. You must chang e your password using the
steps in Changing your password (page 24). The system verifies
your password and logs you on to the Agent Desktop application.
The Logged Out button changes to Logged In.

Logging on to Agent Desktop when using the softphone

Log on to the Agent Desktop after you start the Agent Deskt op application. While
you log on, you can choose between a desktop phone and a softphone based
on your usage mode. The system automatically configures your status to Not
Ready . Change your st atus to Ready to indicate that you are available to handle
all media types for which you are licensed and configured. If you are assigned
to a skillset for a particular contact type, you can receive and create contacts in
that contact type. Softphone login is available only in Avaya Aura™ Agent
Desktop Release 6.1.

Procedure steps

Step Action

1 Start the Agent Desktop.
2 If you have Hot Desking enabled, type your workstation name at the prompt.
3 On the Agent Desktop Top bar, from the Status list, select Login.
4 Click the Telephony tab.
5 Select My Computer from the Place and receive calls using drop-down list.
6 If your user profile is saved locally on the PC running Agent Desktop, click

Load saved profile.

22 NN44400-114 Contact Center Agent Desktop 2 December 2010

Using your Agent Desktop

7 If you create a new user profile, enter your Extension, Password, Server

Address and License Type and then click Save this profile.

8 If you are configured to handle Multimedia contacts (such as e-mail), in the

Multimedia tab, type your ID and Password.

9 Click Login.

The status icon changes to Not Ready and a My Computer (softphone)
Registered message appears on the Top Bar of the Agent Desktop. The
Registered message means that you can now place and receive calls using
your computer (softphone). Call control on th e computer (softphone) is exactly
the same as using a desktop phone.

--End--

V ariable definitions

Description Value

Extension The extension number appears in the Extension box, based on

your configuration.
Password The password for the extension.
Server Address The server address of the telephony switch.
License Type The Contact Center license type.
ID (Multimedia) Your logon ID appears in the ID box, based on your

Communication Control Toolkit configuration.
Password (Multimedia) Initially, for multimedia agents, your password is the same as

your Agent Logon ID. You must chang e your password using the

steps in Changing your password (page 24). The system verifies

your password and logs you on to the Agent Desktop application.

The Logged Out button changes to Logged In.

Logging on to Agent Desktop of a SIP-enabled contact center

Log on to the Agent Desktop after you start the Agent Desktop application. When
you log on, the system automatically configures your status to Not Ready.
Change your status to Ready to indicate that you are available to handle all
media types for which you are licensed. If you are assigned to a skillset for a
particular contact type, you can receive and cre ate contact s in that contact typ e.

Procedure steps

Step Action

1 Start the Agent Desktop.
2 On the Agent Desktop Top bar, from the Status list, select Logged Out.

NN44400-114 Contact Center Agent Desktop 2 December 2010 23

Using your Agent Desktop

V ariable definitions

Description Value

Sign-in name User name (for example, agent5001).

3 In the Enter Login details window, perform one of the following tasks:

• If your user profile is configured in Office Communicator (OC) and OC is

installed on the PC running Agent Desktop, ensure that the information in
the Sign- in name, Password, Domain, Uri, and Server name or IP fields
is correct.

• If your user profile is saved locally on the PC running Agent Desktop, click
Load saved profile.

• If you create a new user profile, enter your Sign-in name, Password,
Domain, Uri, and Server name or IP, and then click Save this profile.

4 Click OK.
5 If an OC client runs on the PC running Agent Desktop, a warning message

appears. Click Yes to close the OC client.

--End--

Password Password.
Domain The Windows domain in which the user name and password are

configured in Active Directory.

Uri The SIP URI of the Windows user (for example,

sip:[e-mail] or [e-mail]).

Server name or IP The Fully Qualified Domain Name (FQDN) of the Office

Communications Server (OCS) in the Domain (for example,
OCS_Server.mydomain.com).

Changing your password

Change your password from the default password if you are an agent who
handles multimedia contacts. The default password is the same as your Agent
Logon ID.

If you forget your password, contact your administrator who can reset your
password on the Contact Center Multimedia server.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click User Preferences.

24 NN44400-114 Contact Center Agent Desktop 2 December 2010

2 Select the Preferences tab.
3 Near the bottom of the Preferences tab, in the Password section, select

Change Password.
4 In the Current Password box, type your current password.
5 In the New Password box, type your new password. Your new password

cannot be the same as your Agent Logon ID.

6 In the Confirm Password box, retype your new password.
7 Click Save.

--End--

Muting and unmuting when using the softphone

Use the mute function when you want to prevent other parties from listening to
your conversation or to avoid the background noise during an active call.

Using your Agent Desktop

Note: The mute function is available only for the My Computer mode.

Procedure steps

Step Action

1 On an active call or during conference, perform any one of the following

actions:

• To mute the call, in the Top bar, click Mute.

The Mute button changes to Unmute, and other listeners can no longer hear

any background noise.

• To mute the call, in the Top bar, click Unmute.

The Unmute button changes to Mute, and the callers can hear you speaking.

--End--

Changing the audio settings for softphone

You can adjust the audio settings for playback and record if you are using your
computer (softphone) to place and receive calls.

Procedure steps

Step Action

NN44400-114 Contact Center Agent Desktop 2 December 2010 25

Using your Agent Desktop

Configuring the audio devices for softphone

1 On the Agent Desktop Top bar menu, click User Preferences, Audio

Settings.
2 In the Audio Settings tab, in the Volume section, adjust the Playback slider

to set the volume for all sound output through your computer speakers or

headphones.
3 Select the Mute check box below the Playback slider to eliminate any sound

output through your computer speakers or headph ones.
4 Adjust the Record slider to set the recording volume of all sound transmitted

through a microphone to your computer.
5 Select the Mute check box below the Record slider to eliminate any sound

being sent to your computer through the microphone.

--End--

You can configure the audio playback and recording hardware if you are using
your computer (softphone) to place and receive calls.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click User Preferences, Audio

Settings.
2 In the Audio Settings tab, in the Audio Devices section, select the audio

playback hardware on your local system from the Playback Device list.
3 Select the audio record hardware on your local system from the Record

Device list.

Changing your status to Ready

Change your status to Ready when you are available to create or receive
contacts.

When you change your status to Ready in a SIP-enabled Contact Center, your
Contacts Presence status automatically changes to Available.

Procedure steps

Step Action

--End--

26 NN44400-114 Contact Center Agent Desktop 2 December 2010

1 On the Agent Desktop Top bar menu, click the Status icon.
2 Select Go Ready.

Agent Desktop places you in Ready status. The status icon changes to green

and the Top bar displays the Ready status.

Changing your status to Not Ready

Change your status to Not Ready when you can create new contact s, but cannot
receive them. If your administrator configured Not Ready reasons, you can
select a reason when you change your status to Not Ready.

When you change your status to Not Ready in a SIP-enabled contact center,
your Contacts Presence status automatically changes to Do Not Disturb.

Your supervisor or administrator provides the activity codes for the Not Ready
reasons. The activity codes defined in Contact Center Manager Server appear
in the Agent Desktop list. Alphanumeric codes are available.

Using your Agent Desktop

--End--

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click the Status icon.
2 Click Go Not Ready.

Agent Desktop places you in Not Ready status. The status icon changes to

orange and the Top bar displays the Not Ready status.

Accessing online help

Access online help when you need immediate help to perform tasks. Agent
Desktop includes online help for both agents and supervisors.

Note: Pressing the F1 key will display the online help.

Procedure steps

Step Action

1 On the Agent Desktop Top bar menu, click the Help icon, click Show Help.

--End--

--End--

NN44400-114 Contact Center Agent Desktop 2 December 2010 27

Using your Agent Desktop

Logging off from Agent Desktop

Prerequisites

Procedure steps

Log off from Agent Desktop when you are ready to exit the application.
A warning message appears asking you to confirm that you want to close the

Agent Desktop and log off.

Ensure that you do not have a contact open. If a contact is open, you must close
the contacts before you log off of the application.

Step Action

1 On the Agent Desktop Top bar menu, click the Status icon.
2 Click Log Out.

Agent Desktop logs you off. The status icon changes to red and the Top bar

displays the Logged Out status.

--End--

28 NN44400-114 Contact Center Agent Desktop 2 December 2010

Telephony

This chapter describes how to handle incoming telephone calls from customers
by using Avaya Aura™ Agent Desktop.

You can use the Agent Desktop to perform the following telephony tasks:

• Accept and decline incoming contacts.

• Enter an activity code.

• Place and release a call on hold.

• Transfer a call to another party.

• Conference a call.

• Make a call.

• End a call.

• Call a supervisor.

• Handle an emergency.
Although you can use your phone to perform cert ain t asks, A vaya recommends

that you use Agent Desktop to perform all telephony tasks, such as logging on
or off, changing your ready status, accepting or rejecting a call, placing a
customer on hold, transferring a customer , calling a su pervisor, and releasing a
call.

In a SIP-enabled contact center there are some telephony tasks that are not
available on the agent phones. You must perform the following telephony tasks
using Agent Desktop:

• Enter Activity codes

• Call a supervisor

• Observe a call (Supervisor only)

• Barge-In on a call (Supervisor only)
You can perform all other telephony tasks using Agent Desktop, or the phone.

These tasks are:

• Accept and decline incoming contacts

• Place and release a call on hold

• Transfer a call to another party

• Conference a call

• Make a call

• End a call

NN44400-114 Contact Center Agent Desktop 2 December 2010 29

Telephony

Navigation

• Enter DTMF Digits

• Accepting a call (page 30)

• Declining a call (page 31)

• Entering an activity code (page 31)

• Placing a call on hold (page 32)

• Releasing a call on hold (page 32)

• Transferring a call (page 33)

• Conferencing in another agent (page 33)

• Conferencing in a supervisor (page 34)

• Ending a call (page 34)

• Calling your supervisor (page 34)

• Making a call (page 35)

• Using DTMF digits (page 35)

• Using the Emergency key (page 36)

• Observing a call (page 36)

• Ending your observation (page 38)

• Barging in on a call (page 37)

Accepting a call

Accept and work with telephone calls. The relevant work item controls become
active and the call timer appears in the work item.

If your administrator configured your contact center to run in Force Call mode,
you must handle all contacts presented to you.

Prerequisites

• Ensure that you are in Ready state.

• Ensure that you have a skillset designated to handle telephone calls.

Procedure steps

Step Action

1 On the Agent Desktop, select the new alerting work item and click the Accept

work item control.

30 NN44400-114 Contact Center Agent Desktop 2 December 2010