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
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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
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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
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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)
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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:
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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.
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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
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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.
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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.
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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:AgentID@mydomain.com or Username@company.com).
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
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