Avaya one-X Quick Edition User manual

Avaya one-X®Deskphone H.323 9608,
9611G, 9621G, and 9641G Call Center User
Guide
Release 6.2
16-603613
Issue 2
February 2012

©2012 Avaya Inc.
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Using a cell, mobile, or GSM phone, or a two-way radio in close
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If you suspect that you are being victimized by Toll Fraud and you need
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andCanada.Foradditionalsupporttelephone numbers, see theAvaya
Support Web site: http://support.avaya.com. Suspected security
2 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
Comments? [email protected]

vulnerabilities with Avaya products should be reported to Avaya by
sending mail to: [email protected].
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Federal Communications Commission (FCC) Interference
Statement
This equipment has been tested and found to comply with the limits for
a Class B digital device, pursuant to Part 15 of the FCC rules. These
limits are designed to provide reasonable protection against harmful
interference in a residential installation. This equipment generates,
uses, and can radiate radio frequency energy and, if not installed and
used in accordance with the instructions, may cause harmful
interference to radio communications. However, there is no guarantee
that interference will not occur in a particular installation. If this
equipment does cause harmful interference to radio or television
reception, which can be determined by turning the equipment off and
on, the user is encouraged to try to correct the interference by one of
the following measures:
• Reorient or relocate the receiving antenna.
• Increase the separation between the equipment and receiver.
• Connect the equipment into an outlet on a circuit different from
that to which the receiver is connected.
• Consult the dealer or an experienced radio/TV technician for
help.
This device complies with Part 15 of the FCC Rules. Operation is
subject to the following two conditions: (1) This device may not cause
harmful interference, and (2) this device must accept any interference
received, including interference that may cause undesired operation.
FCCCaution:Anychangesormodificationsnotexpresslyapprovedby
the party responsible for compliance could void the user's authority to
operate this equipment.
FCC/Industry Canada Radiation Exposure Statement
This device complies with the FCC's and Industry Canada's RF
radiation exposure limits set forth for the general population
(uncontrolled environment) and must not be co-located or operated in
conjunction with any other antenna or transmitter.
Warning
The handset receiver contains magnetic devices that can attract small
metallic objects. Care should be taken to avoid personal injury.
Power over Ethernet (PoE) warning
This equipment must be connected to PoE networks without routing to
the outside plant.
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4 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
Comments? [email protected]

Contents
Chapter 1: Introduction to the Avaya Call Center agent deskphones............................ 7
9621G and 9641G buttons and features................................................................................................... 7
Scrolling and navigation using touch-based deskphone models.............................................................. 11
9608 and 9611G buttons and features...................................................................................................... 11
Scrolling and navigation using button-based deskphone models............................................................. 15
Call Center work icons.............................................................................................................................. 15
Status alerting........................................................................................................................................... 17
Using the on-screen keyboard.................................................................................................................. 18
Setting the Phone screen width................................................................................................................ 19
Setting the Quick Touch panel.................................................................................................................. 20
Adjustable telephone stand....................................................................................................................... 21
Chapter 2: About logging in and out and signing in and out as an agent..................... 23
Logging in to your telephone extension.................................................................................................... 23
Logging out of your telephone extension.................................................................................................. 24
Signing in as an agent.............................................................................................................................. 24
Signing off as an agent............................................................................................................................. 25
Chapter 3: About the Home screen and Avaya menu options........................................ 27
Home screen and Avaya menu................................................................................................................. 27
The Home screen on touch-based phones............................................................................................... 27
Avaya menu on button-based phones...................................................................................................... 28
Accessing the Features menu................................................................................................................... 29
Chapter 4: Setting up and using recorded agent greetings............................................ 31
About Agent Greetings.............................................................................................................................. 31
About call center greeting types................................................................................................................ 32
Adding an agent greeting using a touch-based deskphone...................................................................... 33
Changing the greeting type using a touch-based deskphone.......................................................... 34
Adding an agent greeting using a button-based deskphone..................................................................... 35
Changing existing greetings...................................................................................................................... 37
Chapter 5: About Call Center deskphone functionality................................................... 39
Using agent deskphones in the Call Center.............................................................................................. 39
About status line information and icons.................................................................................................... 39
About the agent information line............................................................................................................... 40
About agent work modes and states......................................................................................................... 40
Changing agent work mode or status............................................................................................... 41
Chapter 6: Answering a Call.............................................................................................. 43
Answering a call if you are signed in as an agent..................................................................................... 43
Chapter 7: About Features................................................................................................. 45
Accessing the Features menu................................................................................................................... 45
Accessing features using a button module............................................................................................... 46
Index..................................................................................................................................... 47
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6 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012

Chapter 1: Introduction to the Avaya Call
Center agent deskphones
The 9608, 9611G, 9621G, and 9641G are multiline deskphones that you can use in a standard office
environment or with Avaya Call Center 3.0 or later releases. The 9621G and 9641G deskphones are
touch-based phones with a color display. The 9611G and 9608 are button-based phones. The 9611G has
a color display, while the 9608 has a monochrome display.
You can connect a dual headset adapter to the 9641, 9608, and 9611G models so that two persons can
listen in on calls. You can attach up to three button modules to these models to extend call appearances
or features or both.
Additionally,the 9641G hasan optionalfaceplate designedspecificallyfor usingthis modelin a callcenter.
With these deskphones you can obtain convenient features and capabilities at your fingertips, including
a Phone Screen to view and manage your calls, and icons indicating agent status, call states, feature
status, queued calls, and missed calls. Using the designated feature buttons, you can change your agent
work mode or status with one touch.
Not all functions and features described in this user guide may be available on your deskphone or
applicableto theway yourcall centeroperates. If youfind thata functionor featureis notavailable, contact
your supervisor or system administrator.
Important:
Specific user guides address standard office deskphone operation and features such as placing calls,
reviewing call history, conference calling, and modifying deskphone options and settings for your
personal preferences. Depending on which deskphone model you are using, see Avaya one-X™
Deskphone H.323 9608 and 9611G User Guide (Document Number 16–603593) or the Avaya one-X™
Deskphone H.323 9621G and 9641G User Guide (Document Number 16–603594), available on the
Avaya Support Site: http://avaya.support.com.
9621G and 9641G buttons and features
Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 7

Note:
The 9641G model includes a call center faceplate and a dual headset adapter replacing the
handset as the only voice option.
Callout
No. Name Description
1 USB Port If administered, you can insert a USB device, thumb drive,
or flash drive to transfer contacts between your phone and
an external data source. You can also recharge some
battery-powered devices by using a USB cable to connect
the device to USB port of your deskphone. Note: The
9621G does not have a USB port.
2 Message Waiting
Indicator An illuminated red light in the upper-right corner of your phone indicates you have messages waiting. This light
flasheswhenyou receiveanincoming call.IfVisualAlerting
is enabled, this light flashes when you receive an incoming
call. In addition to the Message Waiting Indicator, the
Message button is also illuminated when you have voice
mail messages waiting.
Introduction to the Avaya Call Center agent deskphones
8 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
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Callout
No. Name Description
3 Phone Display: Top
Line When the phone is idle, the top line shows the missed call icon with the number of calls missed, your primary
extension, and the time and date. System messages also
display on the top line.
4 Phone Display:
Agent Status Line When you are logged in as an agent, the Status line shows your current work status. For more information, see About
status line information and icons on page 39 for
information. Touch Features on the right side of the Status
line to move from the Phone screen to the Features list.
Touch Calls on the right side of the Status line to move from
the Features list to the Phone screen.
5 Phone Display:
Agent Information
Line
The Agent Information line below the Status line shows
information about a call state; see About the agent
information line on page 40 for information.
6 Call Appearance/
Feature lines Whenthe Phonescreenisactive,the linesbelowtheStatus lineshowcallappearances.Forexample,informationabout
an active call, an idle line, or which line has a held or
conference call. Touch a call/line appearance to make or
answer a call. When the Features list is active, the lines
show the call center features you use to do your job, such
as VU Stats, After Call work and other features.
Note:
By default, the feature labels and call/bridge appearances
appearon separate screens. However, youcan request the
administrator to configure a consolidated screen for feature
labels and call/bridge appearances.
Touch a labeled feature button to enable or disable that
feature. The feature buttons provide access to theAvaya
call center system features that have been administered for
your extension. The green LED next to each feature button
indicatesifthefeatureiscurrentlyonoroff.If the greenlight
is on, the feature is on.
The feature buttons provide the same features that are
available in the features menu.
If you have the Quick Touch panel activated at the bottom
of the display (see Setting the Quick Touch on page 20
panel), only two or three call appearance lines show on the
display, depending on how many lines you indicate for the
Quick Touch panel.
7 Softkeys Thebottomlineofthedisplayshowsthesoftkeysapplicable
to the information displayed on the screen. Softkey labels
appear directly on the softkeys, which you touch to take the
indicatedaction.The labels and theactionsvarydepending
on the current context.
9621G and 9641G buttons and features
Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 9

Callout
No. Name Description
8 Quick Touch Panel If administered, the Quick Touch panel provides additional
buttons for features and work modes. Note that when
displayed, the Quick Touch panel might overlay some of
your call appearance lines. For more information, see
Setting the Quick Touch Panel on page 20.
9 Contacts Press the Contacts button to view the entries in your
contact list.
10 Home Press the Home button to access the Home screen. The
Home screen provides options to customize phone
settings,configurecalllogging,select thedisplaylanguage,
view network information, and log out the telephone
extension.
11 History Press the History button to view a list of your outgoing,
incoming, and missed calls. The icon on the History button
is illuminated when you have missed calls. Direct agent
calls (DAC) will show on your log but call center calls will
not.
12 Phone Button Press the Phone button to return to the Phone screen from
the Features list or another application.
13 Message Press the Message button to connect directly to your
voicemail system.
14 Volume Press +or -on the Volume button while active on the
headset to adjust the volume. To adjust the volume of the
ringer, press + or - on the volume button while the headset
is inactive.
15 Mute Press the Mute button to mute a call in progress. To take a
call off mute, press Mute again.
16 Dual Headset
Adapter When attached, two people with headsets can listen to the same call with this adjunct device.
17 Release Press the Release button to end a call. Note: This button
appears only if the Contact Center (CC) face plate is
attached to the 9641G model.
Note:
A Release button is displayed instead of the FORWARD and HEADSET buttons on the
deskphone, when the deskphone is attached with a CC face plate. The face plate can be
attached to the 9641G phone only.
Introduction to the Avaya Call Center agent deskphones
10 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
Comments? [email protected]

Scrolling and navigation using touch-based deskphone
models
If you have a 9621G or 9641G deskphone model, use the on-screen up and down arrow
buttons on the upper right corner of the screen to scroll up or down through a list.
To switch between call appearances and features, touch Features or Calls in the upper right
of the display, depending on the screen that is currently on display.
On touch-based phones, a list item has a Details button with a blue right-facing arrow. Touch
the button to see more information about the item.
You can act on objects such as a line or softkey, by touching the object or by touching the on-
screen softkey labels. Softkey labels change according to the context.
9608 and 9611G buttons and features
Scrolling and navigation using touch-based deskphone models
Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 11

Name Description
1 USB Port Available on 9611G deskphones only. If administered, you
can insert a USB device such as a memory stick, thumb
drive,orflashdrivetotransfercontactsbetweenyourphone
and an external data source. You can also recharge some
battery-powered devices by using a USB cable to connect
the device to USB port of your deskphone. Note: The 9608
deskphone does not have a USB port.
2 Message Waiting
Indicator An illuminated red light in the upper-right corner of your phone indicates you have messages waiting. This light
flashes when you receive an incoming call.
3 Phone Display: Top
Line When the phone is idle, the top line shows the missed call icon with the number of calls missed, your primary
Introduction to the Avaya Call Center agent deskphones
12 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
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Name Description
extension, and the time and date. System messages also
display on the top line.
Note:
After successful agent log in, the primary extension on
the top line is replaced by Agent ID.
4 Phone Display:
Agent Status line When you are logged in as an agent, the Status line (below the top line) shows your current work status; see About
status line information and icons on page 39 for
information.
5 Phone Display:
Agent Information
line
The Agent Information line displays all agent related
information such as caller information, user-user
information, and agent status information depending on the
VU-stat configuration.
For more information, see About the agent information
line on page 40.
6 Phone Display: Call
Appearances/
Feature Lines
WhenthePhonescreenisactive,theCallAppearancelines
show call information, for example, information about an
active call, an idle line, or a line that has a held, or a
conferencecall.WhentheFeatureslistisactive,thedisplay
area shows the call center features you use to do your job,
such as VU Stats, After Call work and other features.
Note:
You can change the screen width from Full width mode
where each call appearance or feature occupies the
entire width of a line to Half width mode where each call
appearance or feature occupies half the width of a line,
effectively splitting the screen in half.
For more information on changing the screen width, see
Setting the Phone screen width on page 19.
6 Call/Line
AppearanceButtons
or Feature Buttons
The right and left sides of the display screen have up to 8
buttonsthatyoucanprogramaseithercallappearance,line
buttons or feature buttons. Press a call appearance, or line
button to make or answer a call or to resume a call on hold.
Press a labeled feature button to activate or deactivate that
feature. The feature buttons provide access to theAvaya
call center system features that have been administered for
your extension. The green LED next to each feature button
indicatesifthefeatureiscurrentlyonoroff.If the greenlight
is on, the feature is on. The feature buttons provide the
same features that are available in the Features menu. For
more information about the features menu, see the
Features Menu on page 29.
7 Phone Display:
Softkey Labels The bottom line of the display shows the softkey labels applicable to the information displayed on the screen.
9608 and 9611G buttons and features
Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 13

Name Description
8 Softkeys Press the softkeys to select the actions indicated by the
softkey labels above them. The labels and the actions vary
depending on the current context.
9 Message Press the Message button to connect directly to your
voicemail system.
10 Navigation Arrows A scroll bar appears on the right side of the display area
when there is more information than can be displayed.
Press the up or down navigation arrows to scroll through
listsinthatdirection.Presstherightorleftnavigationarrows
to navigate between different views of an application, to
move between the Calls screen and the Features menu, to
move the cursor during text input, or to move between
options.
10 OK Press the OK button for a shortcut to an action. For
example,whenyouselectacalllogentry,pressing OKdials
the number.
11 Calls/Features Press Calls to move from the Features list to the Phone
screen. Press Features to move from the Phone screen to
the Features list. Pressing the Phone button on the phone
also displays the Phone screen.
12 Contacts Press the Contacts button to view the entries in your
contact list.
13 History Press the History button to view a list of your outgoing,
incoming, and missed calls. The icon on the History button
is illuminated when you have missed calls. Direct Agent
Calls (DAC)s will show on your log but call center calls will
not.
14 Home Press the Home button to access the Avaya menu. The
Avaya menu screen provides options that allow you to
customize phone settings, configure call history logging,
select the display language, view network information, and
log out the telephone extension.
15 Volume Press +or -on the Volume button while active on the
headset to adjust the volume. To adjust the volume of the
ringer, press + or - on the volume button while the headset
is inactive.
16 Mute Press the Mute button to mute a call in progress. To take a
call off mute, press Mute again.
17 Dual Headset
Adapter Attach an adjunct device with which more than one person can listen in on a call. This feature is available on the 9608
deskphone.
18 Speaker On/Off Illuminates when the Speakerphone is active.
Introduction to the Avaya Call Center agent deskphones
14 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
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Name Description
19 Headset On/Off Illuminates when a Headset is active.
Scrolling and navigation using button-based deskphone
models
On a 9608 and 9611G model deskphone, a navigation icon in the phone indicates that you can
scroll to more options or information. When navigating through the options and features on
yourtelephonedisplay,usethe navigationarrowstoscrollandthelinebuttonsortheOK button
to select lines or options. The navigation arrows are located on the phone itself surrounding
the OK button.
When you scroll to a line on the display, that line is selected, as indicated by highlighting. The
softkey labels change according to the options available for the selected line. The OK button
is a shortcut for the default action. You can also select a line or feature without scrolling by
pressing the corresponding line button.
Call Center work icons
The icons in the following table indicate the state of a call, navigation choices, or the status of
a call center feature or activity. Depending on the action they depict, these icons can appear
on the agent status line, the Information line, a call appearance line, or in the general
application area of the display screen. If you have a 9608 monochrome deskphone, the icons
show in black and white. If you have a color display deskphone such as the 9611G, 9621G, or
9641G, the icons display in color or gray shades or both.
Note:
For information about the agent work status icons, see About status line information and
icons on page 39.
Icon Description
Missed calls.Acall was not answered or was forwarded
to voice mail. The total number of missed calls displays
next to this icon.
This call appearance line is idle and not in use.
An incoming call is alerting on this call appearance
line.
Scrolling and navigation using button-based deskphone models
Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 15

Icon Description
A call is active on this line.
A call is on Hold on this line.
Your calls are being forwarded.
A Conference is active on this line.
A Conference is on hold on this line.
A Bridged Call is in progress on this line.
On the Phone screen display, use the right arrowhead
icon to access the Features screen. On the Features
screen display, use the right arrowhead icon to access
your calls on the Phone screen.
Scroll up or down when there is more information than
can display in the application area.
(9608)
(9611G)
(9621G, 9641G))
Indicates a Forced Logout Override is in effect.
Depending on how your call center system is
administered, a system-generated forced logout might
occur. For example, based on the time of day. This icon
indicates an override is active.
(9608)
(9611G, 9621G, 9641G)
NotifiesyouthatyourAgentGreetinghas beenrecorded
and is available.
(9608)
(9611G, 9621G, 9641G)
Notifies you that your Agent Greeting is being played.
(9608, 9611G)
(9621G, 9641G)
Indicates the Queued Calls feature is active and you
have calls in the queue.
(9608)
(9611G)
(9621G, 9641G)
Indicates that the VU Stats feature is active.
Introduction to the Avaya Call Center agent deskphones
16 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
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Icon Description
(9608, 9611G)
(9621G, 9641G)
Use the feature arrows to move left or right between
feature settings, for example, to select a Greeting type
when establishing an Agent Greeting.
Note:
Some screens, for example, the Contacts main screen, do not display these icons to make
room for other controls and indicators that apply to that specific screen.
Status alerting
For button-based agent deskphone models, such as 9608 and 9611G, each call, each call
appearance button and feature button has two LEDs, one green and one red, to indicate the
statusofthecallappearanceorfeature.Fortouch-basedagentdeskphonessuchasthe9621G
and 9641G, the entire line is shown in a color to indicate call status, and for the Feature list.A
colored square icon indicates the status of the Features list. The status is identified by whether
the LED or color highlight is on, off, or blinking LEDs only as described in the following
tables.
Table 1: Call appearance button LEDs/line colors
LED or line color Description
Steady green LED CallappearanceorFeatureisactive.Applicabletothe9608and
9611G deskphones only.
Steadyyellowhighlighton
line Call appearance is active.Applicable to the 9611G deskphones only.
Slow blinking green LED Call appearance is ringing.Applicable to the 9608 and 9611G
deskphones only.
Steady green highlight on
line Call appearance is ringing.Applicable to the 9621G and 9641G deskphones only.
Steady red LED Call appearance is selected and will be used when you go off-
hook. It remains steady red while you use the call appearance.
Applicable to the 9608 and 9611G deskphones only.
Flashing line LED Call put on hold using the hold soft key
Fluttering or unsteadily
flashing line LED Call put on hold as part of conference or transfer procedure state.
Off Call appearance is available.
Status alerting
Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 17

Table 2: Feature button LEDs
LED/Square Icon Description
Steady green Feature is active.
Off Feature is not active.
Using the on-screen keyboard
If you have a touch-based deskphone such as a 9621G or 9641G, an on-screen keyboard
appears when you add or edit any text. You can switch between alphabetic and numeric
keyboards, and you can use the keyboard to enter symbols and accented letters.
Use the following diagrams to add or change text or numbers. Touching and holding down the
right or left buttons of the Backspace or cursor produces an automatic repeat action that stops
when you lift your finger or stylus. Remember to touch the Done check mark when you finish
Introduction to the Avaya Call Center agent deskphones
18 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
Comments? [email protected]

editing. Use the Cancel X to discard any edits and return to the previous screen, retaining the
original information.
Figure 1: Text Entry Keyboard
Figure 2: Numeric Entry Keyboard
Setting the Phone screen width
Procedure
1. Press Home.
2. Select Options & Settings or Phone Settings.
3. Press Select or OK.
4. Select Screen & Sound Options.
5. Press Select or OK.
Setting the Phone screen width
Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012 19

6. Select Phone Screen Width.
7. Press Change or OK to change the screen width from Full where each call
appearance or feature occupies the entire width of a line to Half mode each call
appearance or feature occupies half the width of a line, effectively splitting the
screen in half or Half to Full.
IfyourscreenwidthissettoHalfandyousettheLargeText optionto“On”(todisplay
a larger font), the screen width will automatically change from Half to Full, to allow
the larger text size to display properly. In this case, if you prefer a split screen, you
must turn off large text.
8. Press Save.
Setting the Quick Touch panel
About this task
When you use the Quick Touch panel, the Calls screen provides access to more of your work
states and features, at a glance. When a feature is on or active, the associated button is
highlighted in green. You can set the Quick Touch Panel to display one (the default) or two
lines, or set it not to display at all. Note that displaying the Quick Touch panel can limit your
call appearances display to two or three lines at a time.
Note:
The QTP feature is available only on the 9621G and the 9641G deskphones.
Procedure
1. Press Home.
2. Touch Settings.
3. Touch Options & Settings.
4. Touch Screen and Sound Options.
5. On the Screen and Sounds menu, touch Show Quick Touch Panel to change the
setting from 1 Line to 2 Lines, from 2 Lines to No, or from No to 1 Line.
Note:
When you are signed in as an agent, the default number of lines on the Quick
Touch panel is two lines. When you are not signed in as an agent, the default
number of lines is one.
6. Touch Save to save the setting or Cancel to return to the menu without saving.
Introduction to the Avaya Call Center agent deskphones
20 Avaya one-X®Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide February 2012
Comments? [email protected]