Avaya Phones 09.01.11
From Customer Business Rules
(Difference between revisions)
| Line 11: | Line 11: | ||
'''Placing A Call On Hold''' | '''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 | + | 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 | *While the call is live, press the ''HOLD'' button | ||
Revision as of 16:49, 25 August 2010
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. 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
Coming Soon!
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
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:
- 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.
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
