Offsite Agent Telephone System Owner's Manual

NN44400-120 Offsite Agent User Guide 26 November 2010 33
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.
• Accepting and declining incoming contacts.
In On Demand mode you log on to Offsite Agent without taking your offsite telephone
off hook, and you use the Agent Desktop controls to make yourself Ready or Not Ready.
The Offsite Agent server creates a new call to your offsite telephone for each customer
call that Contact Center Manager Server routes to you. Your telephone rings, and Agent
Desktop displays the call status and details. However, you accept the call only by lifting
your telephone handset.
If you need to use your offsite telephone to take a non-contact center call, or to make a
personal call, you must remember to make your status Not Ready on Agent Desktop. If
you remain in Ready status when your telephone is busy on a non-contact center call,
Offsite Agent might still attempt to route a customer call to you. In such cases the Agent
Desktop toolbar will indicate that a call is being presented. If the administrator has
implemented the call presentation class recommended by Avaya for Offsite Agent, then
the call will return to the queue when it is not answered.
When you receive a call on your telephone that is not a customer call, Offsite Agent
cannot flag this. Agent Desktop can display call status and information only for contact
center calls.
Navigation
• Changing your status to Ready in On Demand mode (page 34)
• Changing your status to Not Ready in On Demand mode (page 34)
• Accepting a call (page 34)
• Declining a call (page 35)
• Making a call in On Demand mode (page 36)
• Ending a call (page 36)