Вы находитесь на странице: 1из 23

Optimize your Service

Avaya IP Agent is the program we use to receive calls from customers.


Using Avaya you can:

Place customers on hold. Transfer calls. Indicate youre on break or lunch.

Keep track of your time card and attendance.

To open Avaya IP Agent just double click on the Avaya desktop shortcut.
3

The system will start the connections to the Server.


4

Once AVAYA connects to the server you will be ready to Log In.
5

Sometimes you may be asked by your Supervisor to switch servers when in a special skill such as CRT for example. We have 2 servers for incoming calls: Miami: 10.248.12.xx Atlanta: 10.248.134.xx
6

Auto IN
7

Click Login to enter your login ID

The Agent Login Box Pops Up


WARNING: The login of the previous CSR using the computer will populate. Make sure you ERASE IT, and enter YOUR Avaya Login and YOUR Avaya Password. Click OK.
9

HOLD BUTTON: Press on the Keyboard Control + H AUTO IN: Press on the Keyboard Control + I AUXILIARY WORK MODE: Press on the Keyboard Control + A LOG OUT FROM AVAYA: Press on the Keyboard Control + Delete LOG IN TO AVAYA: Press on the Keyboard Control + Insert

You can either click on the picture or use these most common Hot Keys controls.
10

Aux Work Mode: This is your work mode screen. From here you will log in to receive calls, transfer calls, place calls on hold, go on break, training etc. and will also log out for the day. As long as you are on the clock, your Avaya will need to remain open on you computer screen or minimized.

11

Auto In Mode: The Auto-In mode is used to place you in the Available status so that you can receive calls. This mode shows you are available to receive a call.
12

This screen shows your call time in progress and the phone number the customer is calling from.
13

To place the customer on hold you must first ask for permission from the customer. May I please place you on hold for X minutes while I Contact another department a) Verify the information with my Supervisor b) Make a test call to your phone c) Etc.

One you receive the customers approval, then click on the Hold Button or Control H.

14

You can either press Reconnect or Hold button or use Control H to return from Hold. Remember : Always thank the customer for holding.
15

1194

1. Look up the extension in Agent Support under the Extensions tab and Transfer Guidelines or Frequently Used extensions to ensure right extension is being used.
2. Enter the Extension Number in the blank field. 3. Click on the yellow phone.
16

3
2

5
1. Look up Extension in Agent Support under the Extensions tab and Transfer Guidelines to ensure Warm or Blind transfer. 2. Enter Extension in blank Number field 3. Click on the Transfer button 4. Choose Unsupervised Transfer (for Blind Transfer) 5. Click the OK button

17

3
1194

4
1194 IT TOSS Eng

5
1. Look up Extension in Agent Support under the Extensions tab and Transfer Guidelines to ensure Warm or Blind transfer. 2. Enter Extension in blank Number field 3. Click on the Transfer button 4. Choose Enhanced Transfer (for Warm Transfer) 5. Click the OK button

18

919175071611

To place the customer on hold Dial 9 (for outbound local calls) + 1 (for long distance ) + customers cell phone number
19

Aux Mode: You will use this work mode to indicate that you cannot receive calls. Your Supervisor will advise you which Aux code to use to indicate that you are on break/lunch, meetings, training, etc.
Aux Mode: you logged in correctly. Once you are ready click on the yellow phone Auto-in.You will use this work mode to indicate that you cannot receive calls. Your Supervisor will advise you which Aux code to use to indicate that you are on break/lunch, meetings, training, etc.
20

You will use this work mode to indicate that you cannot receive calls. Your Supervisor will advise you which Aux code to use to indicate that you are on break/lunch, meetings, training, etc.
Step 1. click on Auxiliary Work Mode Step 2. Click on the correct Aux # from the dial pad Step 3. Reason code will automatically appear

21

Once in Aux Mode Click on Logout (wait 2 seconds) Then press no. 1 on your keyboard
22

Questions & Answer Session

23