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Avaya NN44400-120 manuel d'utilisation

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  • Page 1

    Avaya Aura™ Of fsite Agent User Guide NN44400-120 Document status: S t andard Document issue: 02.02 Document date: 26 November 2010 Product release: Release 6.0 Job function: User T ype: T echnical Document Language type: English[...]

  • Page 2

    Copyright © 2010 A vaya Inc. All Rights Re served. Notices While reasonable efforts have been ma de to ensure that the information in this document is compl ete and accurate at the time of printing, A vaya assumes no lia bility for any errors. A vaya reserves the right to make changes and corrections to the informatio n in this document without th[...]

  • Page 3

    NN44400-120 Offs ite Agent User Guide 26 November 2010 3 Contents Content s New in this release 5 Features 5 Offsite Agent log on dialog chan ges 5 Improved user interface 5 New configuration options for Pe rmanent Connection mode 5 Other chang es 6 Windows 7 support 6 Overview of the Offsite Agent desktop application 7 Offsite Agent Agent Desktop [...]

  • Page 4

    Contents 4 NN44400-120 Offsite Agent User Guide 26 November 2010 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 T ransfer ring a call 41 Conferencing in [...]

  • Page 5

    NN44400-120 Offs ite Agent User Guide 26 November 2010 5 New in this release The following sections det ail what is new in the Avaya Aura™ Ag ent Desktop User Guide (NN44400-1 14). • Features (page 5) • Other changes (page 6) Features See the following sections for infor mation about feature changes: • Offsite Agent log on dialog changes (p[...]

  • Page 6

    New in this release 6 NN44400-120 Offsite Agent User Guide 26 November 2010 • receive a pop-up dialog allowing them to accept the new call This configuration applies across the cont ac t center–it is not specific to individual agent s. Other changes See the following sections for infor mation about changes that are not feature-related: • Wind[...]

  • Page 7

    NN44400-120 Offs ite Agent User Guide 26 November 2010 7 Overview of the Offsite Agent desktop applicat ion Overview of the Offsite Agent desktop application This chapter provides an overview of t he use of the A vaya Aura™ Agent Desktop (AAAD) for Avaya Aura™ Of fsite Agent (AAOA). Avaya has updated Agent Desktop to provide the functionality r[...]

  • Page 8

    Overview of the Offsite Agent desktop applicat ion 8 NN44400-120 Offsite Agent User Guide 26 November 2010 Offsite Agent Agent Desktop concept s Offsite Agent Connection Modes Offsite Agent su pports two connection modes for agent s, Permanent Connection and On Demand. The mode you use is decided and configured by the contact center administrator .[...]

  • Page 9

    NN44400-120 Offs ite Agent User Guide 26 November 2010 9 Overview of the Offsite Agent desktop applicat ion Entering your access credentials For a successful connection to the contact center , the Offsite Agent server must h ave your agent details. When working offsite wi th Agent Desktop, you have an additional prompt at st art up to collect these[...]

  • Page 10

    Overview of the Offsite Agent desktop applicat ion 10 NN44400-120 Of fsite Agent User Guide 26 November 2010 Y ou can access all available agent func tions th rough the Agent Desktop toolbar . When working in On Demand mod e, you rema in logged in to the contact center even when you hang up the of fsite telephone. When working in this mode you must[...]

  • Page 11

    NN44400-120 Offs ite Agent User Guide 26 November 2010 11 Overview of the Offsite Agent desktop applicat ion T op bar The T op bar appears at the top of the Agent Desktop window . The T op bar provides the system status a nd main controls to operate Agent Desktop. Example of T op bar layout The agent st atus icon appears on the top left corner of t[...]

  • Page 12

    Overview of the Offsite Agent desktop applicat ion 12 NN44400-120 Of fsite Agent User Guide 26 November 2010 Example of a work list layout The illustrated work list shows three work items: • 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 item s. Whe[...]

  • Page 13

    NN44400-120 Offs ite Agent User Guide 26 November 2010 13 Overview of the Offsite Agent desktop applicat ion Only appropriate controls are displayed on work items. V oice-related controls are displayed only on a voice work it em. IM related controls are displayed only on an IM work item. Action bar The Action bar cont ains global controls to create[...]

  • Page 14

    Overview of the Offsite Agent desktop applicat ion 14 NN44400-120 Of fsite Agent User Guide 26 November 2010 Offsite Agent dialog In addition to th e standard Agent Desktop toolbars and dialogs, Offsite Agent provides additional login and progress dialo gs. These dialogs allow you to enter your access credentials to connect to the contact center an[...]

  • Page 15

    NN44400-120 Offs ite Agent User Guide 26 November 2010 15 Overview of the Offsite Agent desktop applicat ion administrator has applie d to your user profile. Y ou 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 [...]

  • Page 16

    Overview of the Offsite Agent desktop applicat ion 16 NN44400-120 Of fsite Agent User Guide 26 November 2010[...]

  • Page 17

    NN44400-120 Offs ite Agent User Guide 26 November 2010 17 Offsite Agent user workflow This chapter outlines the workflow for usi ng the Of fsite Agent packa ged application as an offsite a gent. Overview of AA O A user t asks This workflow shows the high-level t asks that an offsite agen t using Offsite Agent will carry out. T o link to any task go[...]

  • Page 18

    Offsite Agent user workflow 18 NN44400-120 Of fsite Agent User Guide 26 November 2010 Offsite Agent user ta sks Navigation • Preparing an of fsite PC for Agent Desktop (page 21) • Handling T elephony calls in Permanent Connection mode (p age 29) • Handling T elephony calls in On Demand mode (pa ge 33)[...]

  • Page 19

    NN44400-120 Offs ite Agent User Guide 26 November 2010 19 Offsite Ag ent user w orkflow • Common agent functions on Agent Desktop (p age 39) • T roubleshooting Agent Desktop on Of fsite Agent (page 45)[...]

  • Page 20

    Offsite Agent user workflow 20 NN44400-120 Of fsite Agent User Guide 26 November 2010[...]

  • Page 21

    NN44400-120 Offs ite Agent User Guide 26 November 2010 21 Preparing an offsite PC for Agent Desktop Prep aring an offsite PC for Agent Desktop This chapter describes how to prep ar e an of fsite PC for Agent Desktop. Agent Desktop offsite configu ration step s The following figure outlines the t asks to prep are your PC to support you working as an[...]

  • Page 22

    Preparing an offsite PC for Agent Desk top 22 NN44400-120 Of fsite Agent User Guide 26 November 2010 Agent Desktop offsite PC configuration t ask flow Navigation • Installing the Agent Deskto p prerequisites (page 23) • Installing Agent Desktop (p age 23)[...]

  • Page 23

    NN44400-120 Offs ite Agent User Guide 26 November 2010 23 Preparing an offsite PC for Agent Desktop • S ta rting Agent Desktop (page 24) • Setting Agent Desktop to of fsite mode (page 25) • Logging on to Agent Desktop (p age 25) • Logging of f from and exiting the Agent Desktop (pa ge 27) Inst alling the Agent Desktop prerequisites Agent De[...]

  • Page 24

    Preparing an offsite PC for Agent Desk top 24 NN44400-120 Of fsite Agent User Guide 26 November 2010 Procedure step s Ste p Ac t io n 1 In Windows Explorer or Interne t Explorer , enter the HTTP address (URL) pro vided by your system administrator for Agent De sk top. The c orrect URL format is <Agent Desktop servername>/agentdesktop. 2 Click[...]

  • Page 25

    NN44400-120 Offs ite Agent User Guide 26 November 2010 25 Preparing an offsite PC for Agent Desktop Procedure step s Ste p Ac t io n 1 Click Windows Star t , All Programs , Av a y a , Agent Desktop . OR Double-click the AAAD icon you creat ed on your Windows Desktop. --End-- Setting Agent Deskto p to offsite mode S ta rt the Agent Desktop when you [...]

  • Page 26

    Preparing an offsite PC for Agent Desk top 26 NN44400-120 Of fsite Agent User Guide 26 November 2010 • Windows domain • Offsite te lephone number • Supervisor telephone number Procedure step s Ste p Ac t io n 1 S tart the Agent Desktop. Agent Desktop dis plays the Offsite Agent Logon dialog. 2 T ype your Wind ows user nam e in the User name f[...]

  • Page 27

    NN44400-120 Offs ite Agent User Guide 26 November 2010 27 Preparing an offsite PC for Agent Desktop V ariable definitions Logging off from and ex iting the Agent Desktop Log off from the Agent Desktop when you are ready to e xit the application. Prerequisites Ensure that you do not have a contact open . If a contact is open, you must close it befor[...]

  • Page 28

    Preparing an offsite PC for Agent Desk top 28 NN44400-120 Of fsite Agent User Guide 26 November 2010[...]

  • Page 29

    NN44400-120 Offs ite Agent User Guide 26 November 2010 29 Handling Telephony calls in Permanent Connection mode Handling T elephony calls in Permanent Connection mode This chapter describes tasks that are specif ic to handling incoming telephone calls from customers on an of fsite Avaya Aura™ Agent Desktop in Permanent Conne ction mode. For tasks[...]

  • Page 30

    Handling Telephony calls in Permanent Connection mode 30 NN44400-120 Of fsite Agent User Guide 26 November 2010 • Making a call in Permanent Connection mode (p age 32) • Ending a call (page 32) Changing your st atus to Ready When you connect to Of fsite Agent and log on to the cont act center , by default your status is Not Ready . Change your [...]

  • Page 31

    NN44400-120 Offs ite Agent User Guide 26 November 2010 31 Handling Telephony calls in Permanent Connection mode If your contact cen ter 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 cap acity of your broadban[...]

  • Page 32

    Handling Telephony calls in Permanent Connection mode 32 NN44400-120 Of fsite Agent User Guide 26 November 2010 Making a call in Perm anent Connection mode Make a call using the Agent Desktop . Ensure that you follow the correct step s based on the type of telephone number you want to ca ll: • a new external telephone n umber • a new internal t[...]

  • Page 33

    NN44400-120 Offs ite Agent User Guide 26 November 2010 33 Handling Telephony calls in On Demand mode Handling T elephony calls in On Demand mode This chapter describes t asks specific to handling customer calls on an of fsite Avaya Aura™ Agent Desktop in On Demand mode. For tasks th at are common to both Of fsite Agent operating modes, see Common[...]

  • Page 34

    Handling Telephony calls in On Deman d mode 34 NN44400-120 Of fsite Agent User Guide 26 November 2010 Changing your st atus to Ready in On Demand mode When you connect to Of fsite Agent and log on to the cont act center , by default your status is Not Ready . Set your status to Ready whe n you are available to receive customer calls. Procedure step[...]

  • Page 35

    NN44400-120 Offs ite Agent User Guide 26 November 2010 35 Handling Telephony calls in On Demand mode Attention: Offsite Age nt cannot flag non-contact center calls on your te lephone: when you answer a non-contact center call, you must remember to set your st atus Not Ready on Agent Desktop. Procedure step s Ste p Ac t io n 1 When your telephone ri[...]

  • Page 36

    Handling Telephony calls in On Deman d mode 36 NN44400-120 Of fsite Agent User Guide 26 November 2010 Making a call in On Demand mode Make a call using the Agent Desktop. When wo rking in On Demand mode, if you make a call by using the Agent Desktop, it ha s the following results: • the Of fsite Agent server makes a call to your of fsite phone an[...]

  • Page 37

    NN44400-120 Offs ite Agent User Guide 26 November 2010 37 Handling Telephony calls in On Demand mode Procedure step s Ste p Ac t io n 1 Hang up your telephone or click Release on the call work item. --End--[...]

  • Page 38

    Handling Telephony calls in On Deman d mode 38 NN44400-120 Of fsite Agent User Guide 26 November 2010[...]

  • Page 39

    NN44400-120 Offs ite Agent User Guide 26 November 2010 39 Common agent functi ons on Agent Desktop Common agent functions on Agent Desktop This chapter describes how to work with ac tive calls on an offsite A vaya Aura™ Agent Desktop. These actions are the same whether you are working in Permanent Connection or On Demand mode. They are ident ical[...]

  • Page 40

    Common agent functions on Ag ent Desktop 40 NN44400-120 Of fsite Agent User Guide 26 November 2010 Procedure step s Ste p Ac t io n 1 On the wor k item, click Unhold . The call is taken off ho ld, the contact timer color change s to green, and the Unhold button changes to Hold . --End-- Using the conference featu re to consult a colleague In an ons[...]

  • Page 41

    NN44400-120 Offs ite Agent User Guide 26 November 2010 41 Common agent functi ons on Agent Desktop T ransferring a call Y ou can transfer a call to another agent in your cont act center . Y ou 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 p arty before compl[...]

  • Page 42

    Common agent functions on Ag ent Desktop 42 NN44400-120 Of fsite Agent User Guide 26 November 2010 Conferencing in a supervisor Conference in a supervisor if you want to speak to your customer and your contact center supervisor . Procedure step s Ste p Ac t io n 1 On the Agent Desktop Action bar menu, click Supervisor to place the customer on hold [...]

  • Page 43

    NN44400-120 Offs ite Agent User Guide 26 November 2010 43 Common agent functi ons on Agent Desktop 3 Click Emergency again to t ake the customer off ho ld and conference in the customer and your superviso r . --End--[...]

  • Page 44

    Common agent functions on Ag ent Desktop 44 NN44400-120 Of fsite Agent User Guide 26 November 2010[...]

  • Page 45

    NN44400-120 Offs ite Agent User Guide 26 November 2010 45 Troubleshooting Agent Des ktop on Offsite Agent T roubleshooting Agent Desktop on Offsite Agent This chapter describes how to trou bleshoot f aults that may occur in Agent Desktop when it is used on an of fsite PC. Prerequisites for Offsi te Agent troubleshooting • Ensure you have correctl[...]

  • Page 46

    Troubleshooting Agent Desktop on Offsite Agent 46 NN44400-120 Of fsite Agent User Guide 26 November 2010 I cannot get a connection to the Agent Desktop server This procedure describes thin gs to check if yo u cannot connect to the Agent Desktop server using the URL supplied by your admin istrator . Procedure step s Ste p Ac t io n 1 Check whether y[...]

  • Page 47

    NN44400-120 Offs ite Agent User Guide 26 November 2010 47 Troubleshooting Agent Des ktop on Offsite Agent Procedure step s Ste p Ac t io n 1 Hang up your telephone. Th e Offsite Agent applicatio n will immediately ring your telephone again. 2 Answer your telephone and hang up. 3 Repeat the previous step four mor e times within a fifteen-second peri[...]

  • Page 48

    Troubleshooting Agent Desktop on Offsite Agent 48 NN44400-120 Of fsite Agent User Guide 26 November 2010[...]