Avaya Phones 09.01.11
From Customer Business Rules
ACD Agent Instructions
To Login
(Before starting the log in process, put headset on & press HEADSET button on phone)
- Press Login button, and listen for the dial tone.
- Dial your 4-digit agent ID code. Listen for the 3-beep confirmation tone; disconnect. Your answering position is now staffed, and you are automatically placed in the AuxWork mode.
- Press Auto In button to answer ACD calls.
Placing A Call On Hold
PLEASE NOTE: When retrieving calls, be sure to quickly press the HOLD or TRANSFER button if you are not going to speak to the caller right away to avoid the caller from hearing breaks in the hold music
- While the call is live, press the HOLD button
- To retrieve the call, press the button on the phone next to the line the caller is holding on
Transferring Calls
DO NOT BLIND TRANSFER CALLS.
PLEASE NOTE: When retrieving calls, be sure to quickly press the HOLD or TRANSFER button if you are not going to speak to the caller right away to avoid the caller from hearing breaks in the hold music
(See Main Page of this site, Procedures for up-to-date contact information.)
- While call is live, press the TRANSFER button
- Enter the desired party's four-digit internal extension
- Wait for the desired party to answer
- If the party does not answer, press the button on the phone next to the line the caller is holding on to retrieve the caller
- If the caller has indicated that voice mail is acceptable, transfer the call to voice mail (see Transferring Directly To Voice Mail below)
- If the caller may be helped by another party, repeat the above steps to try to transfer the caller to the other party
- If the party does answer, announce the call to the party you are transferring to; then press the TRANSFER button to complete the transfer
Transferring Directly To Voice Mail
Please Note: Not all extensions have voice mail; be sure to verify if the person that you are transferring to has a voice mail box. Also, you may not be able to send directly to voice mail to some extensions; if this is the case, you will need to ask the operator to transfer the call directly to the party's voice mail.
(See Main Page of this site, Procedures for up-to-date contact information.)
Once you have verified that the caller would like to be transferred to voice mail and have verified that the desired party has a voice mail box:
- Keep the call live, and press the TRANSFER button
- Enter the desired party's voice mail extension [replace the first digit (the “2”) of the party's external extension with a “3” to get the party's voice mail extension...ex: to transfer a caller to the voice mail box for extension 2323, enter extension 3323]
- Press the TRANSFER button to complete the transfer
Suspending Incoming Calls
- If on an ACD call, press AuxWork and dial the appropriate Aux Code. (See below) When you disconnect from a call, Auto In line will no longer be highlighted, and AuxWork line will be.
- If NOT on a call, press AuxWork and dial the appropriate Aux Code. Auto In line will no longer be highlighted and AuxWork will be.
- You are now able to leave your position. When returning and ready to take ACD calls, press Auto In button.
Aux Codes
2: Order Investigation
3: Break
4: Lunch
5: Restroom
9: Training
AfterCall Related Work:
- You will automatically be put into AfterCall mode for 30 seconds after each call (line will be highlighted). If you need more time, you can press the AuxWork button, followed by "2" (Order Investigation).
To Logout At The End Of The Day:
- If on an ACD call, press AfterCall button to ensure that you will not receive another call. After you disconnect from the call, press the Logout button.
- If not on a call, just press Logout button.
HELPFUL DOCUMENTS
