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NN44400-114 Contact Center Agent Desktop 2 December 2010 29
Telephony
This chapter describes how to handle incoming telephone calls from customers
by using Avaya Aura™ Agent Desktop.
You can use the Agent Desktop to perform the following telephony tasks:
• Accept and decline incoming contacts.
• Enter an activity code.
• Place and release a call on hold.
• Transfer a call to another party.
• Conference a call.
• Make a call.
• End a call.
• Call a supervisor.
• Handle an emergency.
Although you can use your phone to perform certain tasks, Avaya recommends
that you use Agent Desktop to perform all telephony tasks, such as logging on
or off, changing your ready status, accepting or rejecting a call, placing a
customer on hold, transferring a customer, calling a supervisor, and releasing a
call.
In a SIP-enabled contact center there are some telephony tasks that are not
available on the agent phones. You must perform the following telephony tasks
using Agent Desktop:
• Enter Activity codes
• Call a supervisor
• Observe a call (Supervisor only)
• Barge-In on a call (Supervisor only)
You can perform all other telephony tasks using Agent Desktop, or the phone.
These tasks are:
• Accept and decline incoming contacts
• Place and release a call on hold
• Transfer a call to another party
• Conference a call
• Make a call
• End a call