Avaya Aura™ Offsite Agent User Guide NN44400-120 Document status: Standard Document issue: 02.02 Document date: 26 November 2010 Product release: Release 6.
Copyright © 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.
Contents Contents New in this release 5 Features 5 Offsite Agent log on dialog changes 5 Improved user interface 5 New configuration options for Permanent Connection mode 5 Other changes 6 Windows 7 support 6 Overview of the Offsite Agent desktop application 7 Offsite Agent Agent Desktop concepts 8 Offsite Agent Connection Modes 8 Accessing the Agent Desktop application 8 Identifying yourself as an offsite agent 8 Entering your access credentials 9 Logging on to the contact center 9 Using a PSTN telep
Contents Accepting a call 34 Declining a call 35 Making a call in On Demand mode 36 Ending a call 36 Common agent functions on Agent Desktop 39 Placing a call on hold 39 Releasing a call on hold 39 Using the conference feature to consult a colleague 40 Transferring a call 41 Conferencing in another agent 41 Conferencing in a supervisor 42 Calling your supervisor 42 Using the Emergency key 42 Troubleshooting Agent Desktop on Offsite Agent 45 I cannot get a connection to the Agent Desktop server 46 I am
New in this release The following sections detail what is new in the Avaya Aura™ Agent Desktop User Guide (NN44400-114).
New in this release • receive a pop-up dialog allowing them to accept the new call This configuration applies across the contact center–it is not specific to individual agents. Other changes See the following sections for information about changes that are not feature-related: • Windows 7 support (page 6) Windows 7 support Agent Desktop is now supported on the Microsoft Windows 7 operating system.
Overview of the Offsite Agent desktop application Overview of the Offsite Agent desktop application This chapter provides an overview of the use of the Avaya Aura™ Agent Desktop (AAAD) for Avaya Aura™ Offsite Agent (AAOA). Avaya has updated Agent Desktop to provide the functionality required by offsite agents. This update and the operating modes of Offsite Agent necessitate some different practises in the use of Agent Desktop.
Overview of the Offsite Agent desktop application Offsite Agent Agent Desktop concepts Offsite Agent Connection Modes Offsite Agent supports two connection modes for agents, Permanent Connection and On Demand. The mode you use is decided and configured by the contact center administrator. In Permanent Connection mode when you log on to the contact center, the Offsite Agent server makes a single call to your telephone number.
Overview of the Offsite Agent desktop application Entering your access credentials For a successful connection to the contact center, the Offsite Agent server must have your agent details. When working offsite with Agent Desktop, you have an additional prompt at start up to collect these details.
Overview of the Offsite Agent desktop application You can access all available agent functions through the Agent Desktop toolbar. When working in On Demand mode, you remain logged in to the contact center even when you hang up the offsite telephone. When working in this mode you must remember to set Not Ready if you take a non-contact center call on your telephone—otherwise Agent Desktop might attempt to connect a call to your telephone while it is busy.
Overview of the Offsite Agent desktop application 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.
Overview of the Offsite Agent desktop application Example of a 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.
Overview of the Offsite Agent desktop application Only appropriate controls are displayed on work items. Voice-related controls are displayed only on a voice work item. IM related controls are displayed only on an IM work item. 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.
Overview of the Offsite Agent desktop application Offsite Agent dialog In addition to the standard Agent Desktop toolbars and dialogs, Offsite Agent provides additional login and progress dialogs. These dialogs allow you to enter your access credentials to connect to the contact center and specify the remote telephone you are using for the session. The fields that are available for editing depend on the specific configuration that the Offsite Agent administrator has applied for your agent profile.
Overview of the Offsite Agent desktop application administrator has applied to your user profile. You can also enter a number at which to reach your supervisor. Agent Desktop stores the settings on this dialog and displays them as the default values at your next logon. When you complete your phone number details, Agent Desktop indicates the progress of your connection to the Offsite Agent server. You have the option of cancelling the connection.
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Offsite Agent user workflow This chapter outlines the workflow for using the Offsite Agent packaged application as an offsite agent. Overview of AAOA user tasks This workflow shows the high-level tasks that an offsite agent using Offsite Agent will carry out.
Offsite Agent user workflow Offsite Agent user tasks Navigation 18 • Preparing an offsite PC for Agent Desktop (page 21) • Handling Telephony calls in Permanent Connection mode (page 29) • Handling Telephony calls in On Demand mode (page 33) NN44400-120 Offsite Agent User Guide 26 November 2010
Offsite Agent user workflow • Common agent functions on Agent Desktop (page 39) • Troubleshooting Agent Desktop on Offsite Agent (page 45) NN44400-120 Offsite Agent User Guide 26 November 2010 19
Offsite Agent user workflow 20 NN44400-120 Offsite Agent User Guide 26 November 2010
Preparing an offsite PC for Agent Desktop Preparing an offsite PC for Agent Desktop This chapter describes how to prepare an offsite PC for Agent Desktop. Agent Desktop offsite configuration steps The following figure outlines the tasks to prepare your PC to support you working as an offsite agent.
Preparing an offsite PC for Agent Desktop Agent Desktop offsite PC configuration task flow Navigation 22 • Installing the Agent Desktop prerequisites (page 23) • Installing Agent Desktop (page 23) NN44400-120 Offsite Agent User Guide 26 November 2010
Preparing an offsite PC for Agent Desktop • Starting Agent Desktop (page 24) • Setting Agent Desktop to offsite mode (page 25) • Logging on to Agent Desktop (page 25) • Logging off from and exiting the Agent Desktop (page 27) Installing the Agent Desktop prerequisites Agent Desktop requires Microsoft .NET framework 3.5, Windows Installer 3.1 Redistributable (v2), Microsoft Visual C++ 2005 SP1 Redistributable Package (x86) installed on your computer.
Preparing an offsite PC for Agent Desktop Procedure steps Step Action 1 In Windows Explorer or Internet Explorer, enter the HTTP address (URL) provided by your system administrator for Agent Desktop. The correct URL format is /agentdesktop. 2 Click Launch Agent Desktop. 3 Click Install. --End-- Creating a shortcut to the Agent Desktop Create a shortcut to the Agent Desktop to quickly access the application without manually entering the URL.
Preparing an offsite PC for Agent Desktop Procedure steps Step 1 Action Click Windows Start, All Programs, Avaya, Agent Desktop. OR Double-click the AAAD icon you created on your Windows Desktop. --End-- Setting Agent Desktop to offsite mode Start the Agent Desktop when you are ready to connect to the contact center. The first time you start the Agent Desktop, the application prompts you to enter whether you are working offsite or onsite.
Preparing an offsite PC for Agent Desktop • Windows domain • Offsite telephone number • Supervisor telephone number Procedure steps Step 1 Action Start the Agent Desktop. Agent Desktop displays the Offsite Agent Logon dialog. 2 Type your Windows user name in the User name field. 3 Type your password in the Password field. 4 Type your domain in the Domain field. 5 Click Get Agent. Agent Desktop expands the Offsite Agent Logon dialog to show additional fields.
Preparing an offsite PC for Agent Desktop Variable definitions Description Value User name The username configured on CCT to work with Agent Desktop. This might be your normal Windows domain username, or a specific username provided by the Offsite Agent administrator. Your administrator should provide you with the correct username. Password The password for the user entered in the User Name field. Domain The Windows domain for the user entered in the User Name field.
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Handling Telephony calls in Permanent Connection mode Handling Telephony calls in Permanent Connection mode This chapter describes tasks that are specific to handling incoming telephone calls from customers on an offsite Avaya Aura™ Agent Desktop in Permanent Connection mode. For tasks that are common to both Offsite Agent operating modes, see Common agent functions on Agent Desktop (page 39).
Handling Telephony calls in Permanent Connection mode • Making a call in Permanent Connection mode (page 32) • Ending a call (page 32) Changing your status to Ready When you connect to Offsite Agent and log on to the contact center, by default your status is Not Ready. Change your status to Ready when you are available to receive contacts. Procedure steps Step 1 Action Select Go Ready from the Agent Status list. Offsite Agent places you in Ready status. The top bar displays a Ready status message.
Handling Telephony calls in Permanent Connection mode If your contact center uses Accept Call for Offsite Agent, Agent Desktop displays a normal voice contact work item, allowing you to choose to accept or reject the call. Prerequisites Attention: Depending on the capacity of your broadband connection and latency in the PSTN network, it is possible that the Agent Desktop response to an incoming call might not synchronize with the telephone ringing.
Handling Telephony calls in Permanent Connection mode Making a call in Permanent Connection mode Make a call using the Agent Desktop. Ensure that you follow the correct steps based on the type of telephone number you want to call: • a new external telephone number • a new internal telephone number Prerequisites Attention: If you have an active customer call on your set, you cannot originate another call.
Handling Telephony calls in On Demand mode Handling Telephony calls in On Demand mode This chapter describes tasks specific to handling customer calls on an offsite Avaya Aura™ Agent Desktop in On Demand mode. For tasks that are common to both Offsite Agent operating modes, see Common agent functions on Agent Desktop (page 39). When using Offsite Agent in On Demand mode the following telephone tasks have some differences from normal onsite operation • Changing your status to Ready or Not Ready.
Handling Telephony calls in On Demand mode Changing your status to Ready in On Demand mode When you connect to Offsite Agent and log on to the contact center, by default your status is Not Ready. Set your status to Ready when you are available to receive customer calls. Procedure steps Step 1 Action Select Go Ready from the Agent Status list. Offsite Agent places you in Ready status. The top bar displays a Ready status message.
Handling Telephony calls in On Demand mode Attention: Offsite Agent cannot flag non-contact center calls on your telephone: when you answer a non-contact center call, you must remember to set your status Not Ready on Agent Desktop. Procedure steps Step Action 1 When your telephone rings, answer the call by taking the telephone off hook. 2 If it is a customer call, Agent Desktop updates the display with call information. 3 If it is not a customer call, select Go Not Ready from the Agent Status list.
Handling Telephony calls in On Demand mode Making a call in On Demand mode Make a call using the Agent Desktop.
Handling Telephony calls in On Demand mode Procedure steps Step 1 Action Hang up your telephone or click Release on the call work item.
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Common agent functions on Agent Desktop Common agent functions on Agent Desktop This chapter describes how to work with active calls on an offsite Avaya Aura™ Agent Desktop. These actions are the same whether you are working in Permanent Connection or On Demand mode. They are identical to those for onsite agents using Agent Desktop.
Common agent functions on Agent Desktop Procedure steps Step Action On the work item, click Unhold. 1 The call is taken off hold, the contact timer color changes to green, and the Unhold button changes to Hold. --End-- Using the conference feature to consult a colleague In an onsite contact center, agents frequently use the Hold feature to temporarily hold a customer call while they consult a colleague.
Common agent functions on Agent Desktop Transferring a call You can transfer a call to another agent in your contact center. You can perform a supervised transfer or a blind transfer. In a supervised transfer, the call is placed on hold, and you speak to the third party before completing the transfer. In a blind transfer, which is the default option, you transfer the call without speaking to the third party. Procedure steps Step Action 1 On the telephony toolbar, click Transfer.
Common agent functions on Agent Desktop Conferencing in a supervisor Conference in a supervisor if you want to speak to your customer and your contact center supervisor. Procedure steps Step Action 1 On the Agent Desktop Action bar menu, click Supervisor to place the customer on hold and conference in your supervisor. 2 Speak to your supervisor, if necessary, before you conference in the customer.
Common agent functions on Agent Desktop 3 Click Emergency again to take the customer off hold and conference in the customer and your supervisor.
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Troubleshooting Agent Desktop on Offsite Agent Troubleshooting Agent Desktop on Offsite Agent This chapter describes how to troubleshoot faults that may occur in Agent Desktop when it is used on an offsite PC. Prerequisites for Offsite Agent troubleshooting • Ensure you have correctly installed the Agent Desktop client. • Ensure that your broadband connection is operational.
Troubleshooting Agent Desktop on Offsite Agent I cannot get a connection to the Agent Desktop server This procedure describes things to check if you cannot connect to the Agent Desktop server using the URL supplied by your administrator. Procedure steps Step Action 1 Check whether your broadband connection is up and you can access general Internet sites, e.g. www.avaya.com. 2 Check whether you can connect to other servers in your corporate domain, e.g. corporate e-mail.
Troubleshooting Agent Desktop on Offsite Agent Procedure steps Step Action 1 Hang up your telephone. The Offsite Agent application will immediately ring your telephone again. 2 Answer your telephone and hang up. 3 Repeat the previous step four more times within a fifteen-second period to fully disconnect from Offsite Agent. 4 Exit the Agent Desktop application, and restart it. 5 If you cannot connect to your Agent Desktop server, contact your contact center Administrator for guidance.
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