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NN44400-120 Offsite Agent User Guide 26 November 2010 7
Overview of the Offsite Agent desktop application
Overview of the Offsite Agent desktop
application
This chapter provides an overview of the use of the Avaya Aura™ Agent Desktop
(AAAD) for Avaya Aura™ Offsite Agent (AAOA). Avaya has updated Agent Desktop to
provide the functionality required by offsite agents. This update and the operating
modes of Offsite Agent necessitate some different practises in the use of Agent
Desktop. In addition, because new offsite agents may not be previously familiar with
Agent Desktop, this chapter provides a basic overview of the interface.
Attention: The procedures in this book apply only to voice contacts received by offsite
agents. Multimedia contact types appear to an offsite agent in exactly the same way
as they would to an onsite agent. For example, the Offsite Agent connection mode has
no impact on multimedia contacts.
Navigation
• Offsite Agent Agent Desktop concepts (page 8)
• The Agent Desktop client application (page 10)
Prerequisites
• You are familiar with basic contact center agent concepts.
• You have a working knowledge of the common Windows desktop operating
systems.
• You understand how to access your corporate network over a broadband
connection.