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NN44400-120 Offsite Agent User Guide 26 November 2010 5
New in this release
The following sections detail what is new in the Avaya Aura™ Agent Desktop
User Guide (NN44400-114).
• Features (page 5)
• Other changes (page 6)
Features
See the following sections for information about feature changes:
• Offsite Agent log on dialog changes (page 5)
• Improved user interface (page 5)
• New configuration options for Permanent Connection mode (page 5)
Offsite Agent log on dialog changes
Offsite Agent now allows you to enter all required information on a single log on
dialog. The option to add a supervisor number is also available on this dialog.
Improved user interface
The main Avaya Aura™ Agent Desktop user interface is based on a work item
paradigm. Each agent-to-customer interaction is a work item. Work items appear
on the Agent Desktop work list. If you perform another interaction associated
with that work item (for example an IM consultation with an expert), then that
interaction is displayed as part of the original work item.
The work list window contains work items and buttons corresponding to the work
item. The buttons and functions change depending on the items in the work list
window. When a new contact arrives, Agent Desktop adds the new contact to
the work list.
• A work item is a unit of work that is a collection of interactions with other
parties. The party can be a customer, another agent, a supervisor or an
expert.
• A work list is a collection of work items.
New configuration options for Permanent Connection mode
Offsite Agent now allows contact center administrators to choose between two
configurations for agents using Permanent Connection mode: Force Answer and
Accept Call.
Depending on the configuration applied by the Administrator, agents working in
Permanent Connection mode either:
• hear a tone to alert them to the incoming call, which they must take (mimicing
a forced call answer presentation class), or