Avaya Phones 09.01.11
From Customer Business Rules
ACD Agent Instructions
TO LOG IN: (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.
FOR BREAKS, TRAINING, ETC.:
- 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 AUX WORK line will be.
- If NOT on a call, press AUX WORK and dial the APPROPRIATE AUX CODE. AUTO IN line will no longer be highlighted and AUX WORK 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
FOR 'AFTER-CALL' RELATED WORK:
- You will automatically be put into AFTER CALL mode for 30 seconds after each call. Line will be highlighted. If you need more time, you can press AUX WORK button, followed by "2" (Order Investigation).
TO LOG-OUT AT THE END OF THE DAY:
- If on an ACD call, press AFTER CALL button to ensure that you will not receive another call. After you disconnect from the call, press the LOG-OUT button.
- If not on a call, just press LOG-OUT 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
