Avaya Phones 09.01.11

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'''Transferring Calls'''
'''Transferring Calls'''
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Coming Soon!
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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
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(See ''Main Page'' of this site, ''Procedures'' for up-to-date contact information.)
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*While call is live, press the ''TRANSFER'' button
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*Enter the desired party's four-digit internal extension
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*Wait for the desired party to answer
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    *'''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
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          *If the caller has indicated that voice mail is acceptable, transfer the call to voice mail (see ''Transferring Directly To Voice Mail'' below)
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          *If the caller may be helped by another party, repeat the above steps to try to transfer the caller to the other party
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    *'''If the party does answer,''' announce the call to the party you are transferring to; then press the ''TRANSFER'' button to complete the transfer
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Revision as of 16:57, 25 August 2010

ACD Agent Instructions

To Login

(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.

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

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

Suspending Incoming Calls

  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


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:

  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

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