Avaya Phones 09.01.11

From Customer Business Rules

Revision as of 20:49, 24 August 2010

ACD Agent Instructions

TO LOG IN: (Before starting the log in process, put headset on & press HEADSET button on phone)

1. Press Login button and listen for the dial tone.
2. Dial your 4-digit agent ID code. Listen for the 3-beep confirmation tone. Your answering position is now staffed, and you are automatically placed in the AuxWork mode.
3. Press Auto In button to answer ACD calls.

FOR BREAKS, TRAINING, ETC.:

1. 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.
2. 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.
3. You are now able to leave your position. When returning and ready to take ACD calls, press Auto In button.

Aux Codes

1: After Call Work

2: Order Investigation

3: Break

4: Lunch

5: Restroom

6: Order Pending

7: Unassigned as of yet

8: Unassigned as of yet

FOR 'AFTER-CALL' 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 LOG-OUT AT THE END OF THE DAY:

1. 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.
2. If not on a call, just press Logout button.

TO VIEW Q-CALL STATS:'

• When you press the Q-CALL button your display will tell you how many calls are in queue for that group and

how long the oldest call has been waiting.

HELPFUL DOCUMENTS

Image:Audix - The First Day.pdf

Image:Audix Voice Mail Guide.pdf