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NN44400-120 Offsite Agent User Guide 26 November 2010 29
Handling Telephony calls in Permanent Connection mode
Handling Telephony calls in Permanent
Connection mode
This chapter describes tasks that are specific to handling incoming telephone calls from
customers on an offsite Avaya Aura™ Agent Desktop in Permanent Connection mode.
For tasks that are common to both Offsite Agent operating modes, see Common agent
functions on Agent Desktop (page 39).
You can use the Agent Desktop to perform the following telephone tasks:
• change your status to Ready or Not Ready
• originate calls
•end calls
In Permanent Mode the Offsite Agent server creates a nailed-up connection to your
offsite telephone when you log on. You should not use the physical telephone for any
functions. However, if you do accidentally hang up your physical telephone, Offsite
Agent will immediately re-establish your connection by calling your phone. To resume
working you merely answer the call. If you are on a customer call when this occurs,
Offsite Agent connects you back into the customer call (if the customer has remained in
the call).
You should use the Agent Desktop work list to invoke all agent functions, including End
Call.
There are two configurations of Permanent Connection mode:
• Forced Answer
• Accept Call
If the Administrator configures Forced Answer, you do not need to take any action to
answer calls. When the contact center routes a call to you, the Offsite Agent server
bridges this onto your nailed-up connection. Offsite Agent plays a tone to alert you to
the incoming call, and then immediately connects you with the customer. The Agent
Desktop automatically updates the work list with the call status and details.
If the Administrator configures Accept Call, you are able to accept or reject a call using
Agent Desktop. When the contact center routes a call to you, you to choose to accept
or reject the call using a standard voice contact work item.
Navigation
• Changing your status to Ready (page 30)
• Changing your status to Not Ready (page 30)
• Accepting a call in Permanent Mode (page 30)