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NN44400-114 Contact Center Agent Desktop 2 December 2010 21
Using your Agent Desktop
Creating a shortcut to the Agent Desktop
Create a shortcut to the Agent Desktop to quickly access the application without
manually entering the URL.
Prerequisites
• Ensure that you install Agent Desktop. See Installing the Agent Desktop
(page 19).
Procedure steps
Step Action
1 Click Start, All Programs, Avaya.
2 Right-click Agent Desktop.
3 Select Send To, Desktop (create shortcut).
--End--
Logging on to Agent Desktop when using a desktop phone
Log on to the Agent Desktop after you start the Agent Desktop application. While
you log on, you can choose between a desktop phone and a softphone based
on your usage mode. The system automatically configures your status to Not
Ready. Change your status to Ready to indicate that you are available to handle
all media types for which you are licensed and configured. If you are assigned
to a skillset for a particular contact type, you can receive and create contacts in
that contact type.
Procedure steps
Step Action
1 Start the Agent Desktop.
2 If you have Hot Desking enabled, type your workstation name at the prompt.
3 On the Agent Desktop Top bar, from the Status list, select Login.
4 Click the Telephony tab.
5 Select Desktop Phone from the Place and receive calls using drop-down
list.
A logon prompt does not appear. Your logon ID is automatically filled in based
on the Communication Control Toolkit implementation for your contact center.