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NN44400-120 Offsite Agent User Guide 26 November 2010 39
Common agent functions on Agent Desktop
Common agent functions on Agent Desktop
This chapter describes how to work with active calls on an offsite Avaya Aura™ Agent
Desktop. These actions are the same whether you are working in Permanent
Connection or On Demand mode. They are identical to those for onsite agents using
Agent Desktop.
Navigation
• Placing a call on hold (page 39)
• Releasing a call on hold (page 39)
• Using the conference feature to consult a colleague (page 40)
• Transferring a call (page 41)
• Conferencing in another agent (page 41)
• Conferencing in a supervisor (page 42)
• Calling your supervisor (page 42)
• Using the Emergency key (page 42)
Placing a call on hold
Place a call on hold to interrupt your current call. When you want to speak to the caller
again, release the call from hold.
The contact timer on the work item changes to orange characters while the work item is
on hold.
Procedure steps
Step Action
1 On the work item, click Hold.
The call is placed on hold, the contact timer color changes to orange, and the Hold
button changes to Unhold.
--End--
Releasing a call on hold
Release a call that you placed on hold when you want to speak to the caller again.