Avaya one-X 9641G Installation and operating instructions

Using Avaya 9621G/9641G/9641GS IP
Deskphones SIP for Call Center Agents
Release 7.0
August 2015

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Contents
Chapter 1: Introduction to the Avaya Call Center agent deskphones................................. 5
Differences between the H.323 and SIP deskphones................................................................. 5
About Call Center Agent Phone screen..................................................................................... 6
Quick Touch Panel options....................................................................................................... 8
Setting the Quick Touch panel............................................................................................ 9
About Agent work modes and states......................................................................................... 9
About call center-related icons................................................................................................ 10
About Lamp States for Call Center features............................................................................. 12
Agent Status line display combinations for agents.................................................................... 13
About incoming calls.............................................................................................................. 16
About Message Waiting Indicator............................................................................................ 17
Chapter 2: Call Center Agent operations.............................................................................. 18
About Call Center Agent features............................................................................................ 18
About Reason Codes............................................................................................................. 18
Logging in as an agent........................................................................................................... 19
Logging out as an agent......................................................................................................... 20
Activating After Call Work....................................................................................................... 20
Activating Auxiliary Work........................................................................................................ 21
Activating Auto In.................................................................................................................. 21
Activating Manual In.............................................................................................................. 22
Activating Logout Override..................................................................................................... 22
Chapter 3: Call Center Deskphone operations.................................................................... 24
Answering and ending a call................................................................................................... 24
Switching to another deskphone during an active call............................................................... 25
Enabling wireless headset bidirectional signaling..................................................................... 25
Enabling SAC when DND is active.......................................................................................... 25
Entering Stroke Counts.......................................................................................................... 26
Entering Call Work Codes...................................................................................................... 27
Viewing Queue Stats............................................................................................................. 27
Viewing Vu Stats................................................................................................................... 28
Activating Supervisor Assist................................................................................................... 29
Viewing ASAI UUI................................................................................................................. 29
Call observation.................................................................................................................... 30
Activating or deactivating call observation............................................................................... 30
Assisting an agent on an observed call................................................................................... 31
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 4
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Chapter 1: Introduction to the Avaya Call
Center agent deskphones
The 9608, 9608G, 9611G, 9621G, 9641G, and 9641GS are multiline deskphones that you can use
in a standard office environment or with Avaya Call Center 3.0 or later releases. The 9621G, 9641G,
and 9641GS deskphones are touch-based phones with a color display. The 9611G, 9608, and
9608G 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 9641G, 9641GS, 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 and 9641GS deskphones have an optional faceplate designed specifically
for using this model in a call center. 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 state with one touch.
Not all functions and features described in this user guide may be available on your deskphone or
applicable to the way your call center operates. If you find that a function or feature is not available,
contact your supervisor or administrator.
Important:
This guide describes only the features and operation of the 9621G, 9641G, and 9641GS
deskphones in a call center environment. 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 SIP for
9608 and 9611G IP Telephone User Guide or the Avaya one-X® Deskphone SIP 9621G and
9641G User Guide for 9600 Series IP Telephones, available on the Avaya Support Site:http://
avaya.support.com.
Differences between the H.323 and SIP deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 5
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There are differences between the H.323 deskphones and the SIP deskphones, which include:
• The Agent Greetings feature is supported by H.323 deskphones, but is currently not available
for the 96x1 SIP deskphones. The feature is supported only with phones that use the Avaya
one-X® Deskphone H.323 application.
• Call Center features, such as login and logout, function differently with SIP using the advanced
capabilities of the SIP architecture.
• If collected digits are available for a call, they appear on the Agent Status line automatically on
the SIP deskphones. No action is required on your part.
About Call Center Agent Phone screen
Your Phone screen displays information about your phone and agent settings as well as information
about calls.
What is displayed on your Phone screen is dependent on the phone model and what has been
configured for your system by your system administrator.
No. Name Description
1 Top Line Display Displays date and time and set information.
2 Agent Status Line Displays agent information, such as work mode and state, and when provided,
collected digits.
If collected digits are available with the call, they are displayed without any
action on your part.
If User-to-User Information (UUI) is associated with the call, it is displayed
here when you press the UUI Info button.
Table continues…
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 6
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No. Name Description
3 Agent Information
Line
Displays Vu Stats information when you press the Vu Stats button.
When you press the Queue Stats button, the Queue Stats information
overrides the Vu Stats information. If Interruptible Aux is activated, the
Interruptible Aux message is displayed.
4 Softkeys Tap a softkey to perform that task. The softkeys that are displayed depend on
which features are active and whether you are on a call.
5 Quick Touch panel Tap to access the configured Call Center features. What is displayed here is
dependent on a number of factors, including which features are configured,
your Agent Status, and how the Quick Touch Panel is configured (not
displaying, one line displaying, or two lines displaying).
No. Name Description
1 Icon area Displays icons such as Forced Logout, Forced Logout Override, pending state
changes, and phone settings.
2 Agent ID Displays your Agent ID when you have logged in. The phone extension
number is displayed when you are not logged in.
3 Agent Work Mode Displays your agent work mode: Auto or Manual. No icon is displayed when
you are not logged in.
4 Agent State Displays your agent state as a icon: Available, Auxiliary Work (with or without
Reason Code), After Call Work, or On call (ACD or non-ACD). See About call
center-related icons on page 10.
5 Features Screen Tap the button to access the configured Call Center Features.
The Top line display, Agent Status line, and Agent Information line are also visible when viewing the
Features screen.
Use Call Center Agent features by tapping Features, or by tapping the feature from the Quick
Touch panel, if configured.
About Call Center Agent Phone screen
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 7
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Quick Touch Panel options
You can configure the Quick Touch panel to display one line, two lines, or not to display.
Not displayed
One line display
Two line display
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 8
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Setting the Quick Touch panel
About this task
When you use the Quick Touch panel, the Phone screen provides access to your features or call
appearance buttons at a glance. You can set the Quick Touch Panel to display one or two lines, or
not display any lines. Displaying the Quick Touch panel can limit your call appearances display to
three lines at a time.
Procedure
1. Press Home.
2. Tap Settings.
3. Tap Options & Settings.
4. Tap Screen and Sound Options.
5. On the Screen and Sounds menu, tap Show Quick Touch Panel to change the setting
from 1 Line to 2 Lines, from 2 Lines to No, or from 0 to 1 Line.
6. Tap Save to save the setting or Cancel to return to the menu without saving.
About Agent work modes and states
When you are logged in as an agent, the Agent Status line shows your current work mode and
state.
When logged in, the agent work mode is Aux Work but changed to Auto In and Manual In if ACD
call is received.
The agent states are:
State Description
Available This state is automatically assigned when you are available to receive ACD
calls. With Auto In, you are returned to Available after each call is released.
With Manual In, you must tap Manual In to return to the available state.
Aux Work You are placed in the Auxiliary Work state after agent login without a
specified work mode. You must change to Auto In or Manual In work mode
to become available to receive incoming call center calls and to select your
mode of operation. You can change back to Auxiliary Work to indicate you
are not available to receive call center calls; for example, when you want to
take a break. Depending on how your system is administered, you might be
prompted to enter a Reason Code when changing to Aux Work
Table continues…
About Agent work modes and states
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 9
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State Description
After Call Work Switch to ACW to perform after-call work, such as completing a call-related
form. The call distribution system automatically changes your agent state to
ACW if you are in Manual-In mode.
You may also enter this state automatically when you are in Auto-In mode,
if your system administrator has configured automatic ACW for a preset
time period after call completion.
On Call This state is automatically assigned when you are active on a call. If you
are active on an ACD call, the “On-ACD Call” icon is displayed; otherwise,
the “On non-ACD Call” icon is displayed.
Forced Logout This state is assigned at a specified time determined by your system
administrator. The Forced Logout icon is displayed on the top line only if the
administrator has assigned a logout time for you. If you are not on a call,
you are logged out of the ACD regardless of which agent state you are in.
Logout Override You can invoke this state if you want to continue working after your
scheduled logout time. The Logout Override icon is displayed on the top
line only if you have invoked to override the administered Forced Logout
before the scheduled time.
Pending states are assigned whenever you request a state change while active on a call. For
example, you request to change to an Aux Work state while active on a call. When the call is
released, the pending state change become effective immediately.
About call center-related icons
What you see on the Deskphone display depends on the features that are provisioned for your
Deskphone.
Icon Icon name Where it
appears
Description
After Call
Work
Agent Status
line
The Deskphone displays this icon when you activate
ACW.
Use this state when you are performing any after
call-related work, such as filling in paperwork after an
ACD call.
Pending ACW Top Line
display
The Deskphone displays this icon when you activate
ACW when you are active on a call.
Aux Work Agent Status
line
The Deskphone displays this icon when you activate
Aux Work.
Enter this state when you are performing non-ACD
activities such as taking a break, or placing an
Table continues…
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 10
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Icon Icon name Where it
appears
Description
outgoing call. You may need to enter a Reason Code
for entering the Aux Work state if this requirement is
configured by your system administrator.
Pending Aux Top Line
display
The Deskphone displays this icon when you activate
Aux Work while you are active on a call.
Available Agent Status
line
You are available for any incoming call.
The Deskphone displays this icon when you are not
active on a call, in ACW, or in Aux Work.
Pending
Available
Top Line
display
The Deskphone displays this icon when you are
changing your state to Available from Aux Work or
ACW and you are active on a call.
Forced Logout Top Line
display
The Deskphone displays this icon when Forced
Logout is active for your Agent ID.
Forced Logout
Override
Top Line
display
The Deskphone displays this icon if you activate
Forced Logout Override.
Pending
Logout
Top Line
display
The Deskphone displays this icon if you press the
Log Out button while you are active on a call or when
the Forced Logout time arrives and you are active on
an ACD call.
Alerting icon Agent Status
line
The Deskphone displays this icon when you receive
an incoming call. When you receive an ACD or DAC
call, the icon displays the respective text, ACD or
DAC, horizontally beside the bell.
On call Agent Status
line
The Deskphone displays this icon when you are
active on a call. When you receive an ACD or DAC
call, the icon displays the respective text, ACD or
DAC, horizontally.
If you are active on an ACD call, the On ACD call
icon is displayed, otherwise, the On non-ACD call
icon is displayed.
Held call Agent Status
line
The Deskphone displays this icon when you have
placed a call on hold. When you place an ACD or
DAC call on hold, the icon displays the respective
text, ACD or DAC, vertically.
Queue Stats Agent
Information
line
The Deskphone displays this icon when you activate
Queue Stats.
The clock icon appears before the oldest call time
and the calls icon appears before the number of calls
in the queue.
Table continues…
About call center-related icons
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 11
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Icon Icon name Where it
appears
Description
Time in
Queue
Threshold
warning
Queue Stats
feature button
The Deskphone displays this icon to indicate when
the time threshold for the oldest call in the queue has
been reached.
Call threshold
warning
Queue Stats
feature button
The Deskphone displays this icon when the number
of calls in the queue has reached the maximum
configured by your system administrator.
UUI icon Agent Status
line
If an incoming call has UUI information, the UUI
feature button lamp is solid.
When you tap the feature, or press the button
associated with this feature, the Deskphone displays
this icon before the UUI information.
Collected
Digits
Information
Agent Status
line
If the incoming call has collected digits information,
the Deskphone displays this icon before the digits.
Collected digits are digits that the caller entered
before reaching you.
About Lamp States for Call Center features
Call center features that are associated with an administered feature button display different lamp
states, indicating the status of the feature.
Lamp State Feature Status
Dark Off
Steady On: Observing, listening, or coaching.
Wink Pending state change: Listening, listen-talk and coaching.
Flash • Prompt to enter Reason Code or
• Indicates a threshold has been reached.
• Occurs between calls.
Flutter Displayed during a number of feature states, including:
• On call, or in Aux, or ACW with DAC call waiting.
Table continues…
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 12
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Lamp State Feature Status
• Pending Logout
• Stroke count was entered while you are in an invalid state
• Call Work Code entered while you are in an invalid state
• Error has occurred.
Agent Status line display combinations for agents
What you see on the Agent Status line of the screen depends on what you are doing at the time
(your agent work mode) and whether you are idle or have an active, held, or incoming call.
In the following example, the Agent Status line indicates you are in Auto In mode and there is an
incoming DAC call.
Use this chart as a guide to possible agent status line display combinations.
• ACD=Automatic Call Distribution
• ACW=After Call Work
• Auto=Auto In
• Aux=Auxiliary Work state
• DAC=Direct Agent Call
• Man=Manual In
• RC=Reason Code #
Agent Work
Mode shows
Agent Status
shows
Icon area shows What this means:
Auto or Man You are ready to receive DAC or ACD calls.
Auto or Man Incoming You have an incoming non-ACD or non-DAC
call.
Auto or Man Incoming-ACD You have an incoming ACD call.
Table continues…
Agent Status line display combinations for agents
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 13
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Agent Work
Mode shows
Agent Status
shows
Icon area shows What this means:
Auto or Man Incoming-DAC You have an incoming DAC call.
Auto or Man On-ACD You are on an ACD call.
Auto or Man On-ACD A DAC call is waiting in the queue while you
are on an ACD call.
Auto or Man On-DAC You are on a DAC call.
Auto or Man On-DAC A DAC call is waiting in the queue while you
are on a DAC call.
Auto or Man Hold You have a non-ACD, non-DAC call on hold.
Auto or Man Hold A DAC call is waiting in the queue while you
have a non-ACD, non-DAC on hold.
Auto or Man On-ACD-Hold You have an ACD call on hold.
Auto or Man On-ACD-Hold A DAC call is waiting in the queue while you
have an ACD call on hold.
Auto or Man On-DAC-Hold You have a DAC on hold.
Auto or Man On-DAC-Hold A DAC call is waiting in the queue while you
have a DAC on hold.
Auto or Man Aux or Aux RC You are performing auxiliary work and not
available to receive DAC or ACD calls.
Table continues…
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 14
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Agent Work
Mode shows
Agent Status
shows
Icon area shows What this means:
(RC if applicable) Note:
If you have just logged in as an agent, the
work mode is blank.
Auto or Man Aux or Aux RC
(RC if applicable)
A DAC call is waiting in the queue while you
are performing auxiliary work and not available
to receive DAC or ACD calls.
Note:
If you have just logged in as an agent, the
work mode is blank.
Auto or Man ACW You are performing after call work and not
available to receive DAC or ACD calls.
Auto or Man ACW A DAC call is waiting in the queue while you
are performing after call work and not available
to receive DAC or ACD calls.
Auto or Man On-ACD
or
On-DAC
Aux Pend or Aux RC
Pend
You are active on a call, are switching into Aux
state, and have no incoming or pending calls.
Auto or Man On-ACD
or
On-DAC
Aux Pend or Aux RC
Pend
You are active on a call, a DAC call is waiting
in the queue while you are switching into Aux
state.
Note:
If you put a call on hold, then the Agent
Status line displays the On-hold icon.
Auto or Man On-ACD
or
On-DAC
ACW Pend You are active on a call, you are switching into
ACW state, and have no incoming or pending
calls.
Auto or Man On-ACD ACW Pend You are active on a call and a DAC call is
waiting in the queue while you are switching
into ACW state.
Table continues…
Agent Status line display combinations for agents
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Agent Work
Mode shows
Agent Status
shows
Icon area shows What this means:
or
On-DAC
Note:
If you put a call on hold, then the Agent
Status line displays the On-hold icon.
About incoming calls
What information is displayed for an incoming call is dependent on the call type and what has been
configured for your system.
VDN information
Depending on how vector programming is configured for your system, incoming calls may traverse
multiple VDNs (Vector Directory Number) or they may stay within the original VDN that received
them.
Note:
A Vector Directory Number (VDN) is a contact number in CM that is, in general, used as a point
of entry of a call into a Call Center. In many cases, it is the mapping of an 1–800 telephone
number that a caller dials to access the services provided by a Call Center.
If the calls traverse multiple VDNs, one of these VDNs is configured as the active VDN for the call.
The active VDN controls what information is displayed on the Deskphone that receives the call.
Your Deskphone displays the following information: “caller_ID info→ VDN_name”, where “caller_ID
info” is the calling party identification, if available, and “VDN_Name” is the administered name of the
active VDN before delivery to you. The active VDN for an unanswered redirected call, along with a
Call Redirected (CR) indicator, is displayed for an incoming call, as is the case for calls that are
received from Routing On No Answer (RONA) redirection..
ASAI UUI
When you receive a call with User-to-User Information (UUI), the UUI Info feature button is lit on the
Deskphone screen. When you press the UUI Info key, the UUI icon is displayed, followed by the UUI
information. The UUI icon is used to distinguish UUI information from other call information, such as
collected digits.
Collected digits
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 16
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If collected digits are associated with the incoming call, the digits are displayed on the Agent Status
line, without requiring any action on your part. The Info icon is displayed, followed by the collected
digits information.
When this information is cleared from the Agent Status line is dependent on your system
configuration.
Incoming call ring alert type
• All internal ACD or DAC calls rings with an internal alert type.
• All external ACD or DAC calls rings with an external alert type.
• All internal ACD or DAC priority calls rings with a priority alert type.
• All phones while receiving a supervisor assist call rings with priority alert.
About Message Waiting Indicator
An illuminated red LED in the upper-right corner of your deskphone and the Message Button on the
deskphone faceplate indicate you have unopened voice mail messages. If Visual Alerting is
enabled, the corner LED also flashes when you receive an incoming call. Depending on your system
configuration, the message waiting indicators indicate messages either for the deskphone
extension, or for the Agent LoginID after agent login. When configured for Agent LoginID, the
message waiting indications are for the agent when the agent is logged in. Immediately after agent
login, the screen displays MWI is indicated for the Agent ID or MWI is indicated
for the extension.
Your deskphone can also be configured to indicate when other extensions have unopened voice
mail messages, using the lamp indication of specific Message Waiting Indicator (MWI) feature
buttons defined for each extension to be monitored. If your administrator has enabled this feature,
the button lamp is green and the touchscreen displays an open envelope icon when there are
unopened messages for the configured extensions on your deskphone.
When all messages are cleared, the touchscreen displays a close envelope icon.
About Message Waiting Indicator
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 17
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Chapter 2: Call Center Agent operations
About Call Center Agent features
Most Call Center features are provisional and configured by your system administrator. You may not
see all the features described in the next two chapters.
The feature name that is displayed on your deskphone is dependent on your deskphone display
settings.
Note:
The half-width mode is not supported for Avaya Aura® Contact Center Elite features.
You can gain access to the Call Center Agent features from:
• Quick Touch panel
• Features list
For the purposes of this user guide, the instructions are based on Features list. To access the
features from the Quick Touch panel, simply tap the feature.
About Reason Codes
Some Call Center features, such as Agent Logout and Auxiliary Work state, may require you to
enter a Reason Code.
Reason Codes are configured as “Forced” or “Requested”, or “None”. Forced means a Reason
Code must be entered and Requested means you can bypass entering a Reason Code.
If your system administrator did not configure Reason Codes, you may not be prompted to enter a
Reason Code.
Speak to your system administrator or supervisor for more information about the Reason Codes
your system uses.
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 18
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Logging in as an agent
Before you begin
To log in as an agent, your extension must be registered to the Avaya Aura network and you must
have your agent ID and, if required by your system administrator, your password.
Procedure
1. Tap Features to access the Features list.
2. From the Features list, tap Agent Login using the up or down navigation arrows.
3. Enter your Agent ID.
4. Tap Enter.
5. If an agent password has been configured, enter your password. If not, proceed to the
following step.
6. Tap Enter.
Result
The deskphone displays the following information:
• Whether Message Wait Indicator is configured for your Agent ID, or for the extension
• Which agent skills you are assigned and logged into
• Which agent skills you are assigned, but not logged into, perhaps because that assigned skill
has reached a predetermined system limit
Note:
You can view Skills information at any time by tapping the Skills softkey from the Features
screen.
Upon log in, your agent state is Aux Work and you do not have a work mode assigned. You must
select a work mode to become available.
Logging in as an agent
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Upon successful login, the Agent Login feature toggles to the Agent Logout feature.
Note:
If you enter an incorrect password, you hear an error beep and the following error message
shows on the display:
Incorrect Password
Logging out as an agent
Before you begin
Your system administrator can configure Reason Codes as “Forced” which means a Reason Code
must be entered upon Agent Log Out. Speak to your system administrator or supervisor for more
information about the Reason Codes your system uses.
Procedure
1. Tap Features to access the Features list.
2. From the Features list, tap Agent Logout using the up or down navigation arrows.
3. If configured by your system administrator, enter the Reason Code for logout.
4. Tap Enter.
Result
Upon successful logout, the Agent Logout feature toggles to the Agent Login feature.
Activating After Call Work
About this task
You can activate After Call Work at any time while you are logged in as an agent. If After Call Work
is activated while on a call, the phone indicates it is pending After Call Work until after your active
call is released.
Procedure
1. Tap Features to access the Features list.
2. From the Features list, tap After Call Work using the up or down navigation arrows.
3. Tap Select.
Result
The After Call Work icon ( ) appears on the Agent Status Line.
Call Center Agent operations
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