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NN44400-120 Offsite Agent User Guide 26 November 2010 3
Contents
Contents
New in this release 5
Features 5
Offsite Agent log on dialog changes 5
Improved user interface 5
New configuration options for Permanent Connection mode 5
Other changes 6
Windows 7 support 6
Overview of the Offsite Agent desktop application 7
Offsite Agent Agent Desktop concepts 8
Offsite Agent Connection Modes 8
Accessing the Agent Desktop application 8
Identifying yourself as an offsite agent 8
Entering your access credentials 9
Logging on to the contact center 9
Using a PSTN telephone with Agent Desktop 9
The Agent Desktop client application 10
Work item paradigm 10
Top bar 11
Work list window 11
Action bar 13
User preferences 13
Offsite Agent dialog 14
Offsite Agent user workflow 17
Preparing an offsite PC for Agent Desktop 21
Installing the Agent Desktop prerequisites 23
Installing Agent Desktop 23
Creating a shortcut to the Agent Desktop 24
Starting Agent Desktop 24
Setting Agent Desktop to offsite mode 25
Logging on to Agent Desktop 25
Logging off from and exiting the Agent Desktop 27
Handling Telephony calls in Permanent Connection mode 29
Changing your status to Ready 30
Changing your status to Not Ready 30
Accepting a call in Permanent Mode 30
Declining a call in Permanent Mode 31
Making a call in Permanent Connection mode 32
Ending a call 32
Handling Telephony calls in On Demand mode 33
Changing your status to Ready in On Demand mode 34
Changing your status to Not Ready in On Demand mode 34