Avaya Agent Training Presentation

AVAYA AGENT FOR DESKTOP
TRAINING
SINISA HANZEL – Sr. Advanced Solutions Architect
March 2017
© 2017 Avaya Inc. All rights reserved.

AGENDA
 Basics & Avaya Terminology
 Avaya Agent for Desktop (AAD) – Overview
 How to use it
– Logging in
– Agent States
– Reason codes
– Agent interface (Handling Call, Contact list, Transfers and Conferences, Agent
Greetings)
 Supervisor Feature
– Observe (Listen-in)
– Barge –in (Coaching)
© 2017 Avaya Inc. All rights reserved. 2

TIMINGS
 12:00 – 13:00 Introduction, Basics & Avaya Terminology
 13:00 – 13:15 Break
 13:15 – 14:15 Avaya Agent for Desktop part 1
 14:15 – 14:30 Break
 14:30 – 15:30 Avaya Agent for Desktop part 2
 --------------------------------------------------------------------------
 15:30 – 16:30 Lunch
 --------------------------------------------------------------------------
 16:30 – 17:30 Supervisor Features & Exercises
 17:30 – 17:45 Break
 17:45 – 18:45 Exercises
 18:45 – 19:00 Closure & Feedback

Avaya Terminology

AVAYA TERMINOLOGY - CODES
 AUX
 An agent state in which the agent is doing non-ACD work, is on a break, or is in a meeting
 Work Code
 Call Work Code or Reason code
 Agent can enter a string of digits during or after the call to mark reason for call and send the
digits to CMS for management reporting
 Logoff
 Reason for agent logout

AVAYA TERMINOLOGY – CALL DISTRIBUTION #1
 SKILL
 An attribute that is associated with an ACD agent and that qualifies the agent to handle calls
requiring the attribute
 SKILL LEVEL
 Individual Agent expertise in same skill
 Skill levels: 1-16
 level 1 is the most qualified to answer a call to that skill
 ACD
 Automatic call distribution

 EAS
 Expert agent selection
 EAD – MIA distribution of calls

 The highest skill level and most idle agent will receive call first
 VDN
– Extension number that enables calls to connect to a vector for processing
 Vector
– A list of steps that process calls (announcements, wait-time , route-to)

 Skill Distribution Example:
 Question: Who will receive next call?
Answer” Agent B is next to receive call

Avaya Agent for Desktop (AAD)
An Overview

AVAYA AGENT FOR DESKTOP (AAD) - OVERVIEW
 Is a Softphone client application for contact centers users (Agents/Supervisor)

 Supports Virtual Desktop Infrastructure (VDI) & Standalone CC Client mode
 Provides a full set of features for a contact center agent and can be used as a
primary client application and provided Shared Control to Control Desk Phones
 Can send a DTMF to an active call using a keyboard. (0-9, a (#), and (*) only.
 An agent can use AAD to:
– Handle incoming & outgoing calls, changing work states (aux codes) , hold/ transfer / FWD/ etc.
 A Supervisor can use AAD to:

– Supervise an agent's as a hidden agent.
– Listen-in or barge-in to the agent-customer interaction

AVAYA AGENT FOR DESKTOP (AAD) – OVERVIEW CONT.
 Enhanced Security
– Provides enhanced security support with the option to store the agent passwords at a secured
location.
– Passwords can be stored in
– KeyChain for MAC OS X,
– Windows Credential Store for Windows,
– KeyRing or KWallet for Linux.
 Improved Log Messages
– AAD provides improved log message formats for easier troubleshooting of application.
 New Operating System
– Supports Mac OS Sierra 10.12
 New Language
– Supports Korean as an additional UI language.

How To Use AAD

AVAYA AGENT FOR DESKTOP – LOGGING IN
 Start Avaya Agent for Desktop

 Type in the Station credentials
 For automatically login as an agent, select the
Automatically log in check box and type the Agent
credentials.
 Login mode field, select the following options:
– My Computer: This option allows you to use Avaya
Agent for Desktop with general telephony capabilities for
making VOIP calls from a computer.
 Click Login

AVAYA AGENT FOR DESKTOP – USER INTERFACE MODES
 For VDI: the agents mostly use Headless and Collapsed modes.
 For the Standalone CC client: the agents use Full UI mode.
Interface Mode Features
Full UI mode (always on top) • Full Agent control
• Telephony
• Features and media control
Headless mode (hide interface) • System tray icon
• Control from a Computer Telephony
Integration Application (CTI)
• Media control through headset
Collapsed mode • Control from CTI application

• Media Control exposed from agents
without headset media control

AVAYA AGENT FOR DESKTOP - AGENT STATES
 The agent status icons are on the left corner of the top bar with the corresponding agent status.
 You can also view the agent status by right-clicking on the Avaya Agent for Desktop tray icon.
 The top bar displays the name of the agent or the extension number with the corresponding system status.
ICON Agent State Description
Server Logged out Visible when there is a network connection issue.
Unreachable
Register Agent Logged out Visible if the agent is not logged in or have logged out of AAD.
Ready When the agent changes the status to Ready. Ready message means agent is ready to receive calls form ACD
ACW When either the agent or CM changes the status to After Call Work (ACW).
ACW Pending When the agent change the status to ACW during the call.
AUX When the agent changes the status to AUX. AUX message means agent is not ready to receive calls from ACD.
AUX Pending When the agent attempts to change the status to AUX during the call.
Offline When the agent changes the status to Offline. Offline message means agent has logged out from ACD service.

AVAYA AGENT FOR DESKTOP - AGENT STATES (CONT.)
ICON Agent State Description
Server Unreachable Logged out Visible when there is a network connection issue.
Register Agent Logged out Visible if the agent is not logged in or have logged out of AAD.
Ready When the agent changes the status to Ready.
The Ready message means agent is ready to receive calls from ACD.
ACW When either the agent or CM changes the status to After Call Work (ACW).
ACW Pending When the agent change the status to ACW during the call.
AUX When the agent changes the status to AUX.

The AUX message means agent is not ready to receive calls from ACD.
AUX Pending When the agent attempts to change the status to AUX during the call.
Offline When the agent changes the status to Offline.

The Offline message means agent has logged out from the ACD service.

AVAYA AGENT FOR DESKTOP – CHANGING AGENT STATE
 On new log into AAD, the system changes the agent state from Offline to the
default Auxiliary state. You must then change the agent state to Ready mode
in order to start receiving ACD calls.
– In the top bar, click the Agent State drop-down arrow.
– In the menu, click one of the following options and select the applicable reason code:
– After Call Work (ACW): To change the agent state for an after call work.
– Auxiliary (AUX): To change the agent state for an Aux-Work.
– Log Out: To change the status to the logout mode.

AVAYA AGENT FOR DESKTOP - REASON CODES
 Using AAD, you can change the agent availability status and specify the
appropriate reason code.
 The reason code represents the reason for not being at the workstation or for
not accepting the ACD call.
 AAD supports the following three types of reason codes:
– After Call Work (ACW) also called Post Call Wrap-up (PCW)
– Auxiliary
– Log Out
– Work Code

AVAYA AGENT FOR DESKTOP - REASON CODES

AVAYA AGENT FOR DESKTOP – AGENT INTERFACE
 The desktop application provides a common look-and-feel and a Graphic User

Interface (GUI) to match the work that an agent performs.
 With the main window, you can gain access to all the features of Avaya Agent
for Desktop.
1 Top Bar
2 Action Bar

AVAYA AGENT FOR DESKTOP – AGENT INTERFACE (CONT-1)
 Top Bar items: contains application controls, such as agent state, contact list,
call history, and volume control.
ICON Name Description
Agent State Display the agent state with reason code name and state timer. The state timer
indicates the total time spent in the current state
Station: Agent Displays the station number and agent extension that you use for AAD
extension numbers
Application name The name of the application. This field displays Avaya Agent for Desktop at all
times.
Contacts Displays or hides the contact list
History Displays or hides the work log history


DialPad Displays or hides the dial pad
Quality indicator Displays the network quality indicator for the current call.
Volume control Adjusts the volume of the audio output device.
Mute microphone Mutes or unmutes the microphone

(audio)
Maximize Expands the AAD window to the top of the computer desktop
Message waiting Displays the voice mailbox window with the list of read/unread voicemails. When new
indicator (MWI) voicemail arrives, the MWI turns red ( )
Close Hides the AAD user interface.

 Action Bar items: contains the controls to handle the calls and to make call
transfers and conferences. The action bar also displays the active calls. The
maximum number of active calls that Avaya Agent for Desktop can display is
3.
Call text box The text box where you can type the destination number to make a
new call, a transfer or a conference call.
Active call cell As you make and receive calls, the action bar displays a cell for
every active call. Cell contains:
• Call control button: to drop call, create a transfer or conference)
• Contact Name or Call type: if cell displays a conference call, the system
displays Conference and number of participants
• Call timer: Displays the total time spent on the call
• Drop button
• Hold button
• Enable DTMF button: to send DTMF from a keyboard


Ringing call cell When you have incoming call, system displays a cell that contains:
• Call control button: use to accept incoming call
• Call timer
• Answer button
Call Action button Visible at all times during a call. Can contain the following (depending on the
state of the call):
• New call
• Transfer to
• Conference with
• Speed dial list
• Transfer to
• Add participant
• Add participant from Speed dial list
• Hold the call/conference
• Drop the call/conference
Answer / Resume System displays in the call cell when you have incoming or active call on hold.
button


Hold button System displays for putting a call on hold.
Drop button System displays for dropping a call or a conference call

AVAYA AGENT FOR DESKTOP - TRAY ICON & ACTION BAR
 AAD features that you can gain access to by using the system tray icon or
agent state menu in the action bar.
Name Description
Register Agent Visible if the agent is not logged in or have logged out of AAD
Collapsed Mode View AAD user interface in a compact view

Always on Top See AAD user interface on top of other windows
Hide Interface Hide AAD user interface.
Reset Window Realign the AAD window to the default position
Position
Configuration Open AAD configuration window
Stats Console Open the status console information window.
Logs Click Logs> Save As to save the call logs in a .zip format on your
desktop.
Station Logout Log out of the station
About Display version information about AAD
Quit Close AAD

AVAYA AGENT FOR DESKTOP – MANAGING CONTACT LIST
 Use the Contact List for viewing, adding, removing and editing contacts.
 Use also contacts list to make calls, conferences or call transfers.
 Filtering capabilities:
– Sorting the contacts in ascending or descending order, based on the contact details
– Selecting to display all the contacts, the favorite contacts, or the contacts marked for
Speed Dial
– Searching for a contact by name or by phone number

AVAYA AGENT FOR DESKTOP – MANAGING CONTACT LIST (CONT.)
Step Viewing Contacts Adding Contacts Editing Contacts Removing contacts

1 In the top bar, click Contacts button. In the top bar, click Contacts In the top bar, click In the top bar, click
System displays contact list. button. System displays Contacts button. System Contacts button.
contact list. displays contact list. System displays contact
list.
2 To sort the contacts in ascending or In the Contact List window, In the Contact list window, Select the Contact.
descending order, click the table header click the + button. The either:
that system displays the Contact • Right-click the contact
corresponds to the contact detail to use Information dialog box. and select Edit
for sorting. • Double-Click the contact
3 To select the type of contacts to display, Provide the required contact Edit the information Click the - button
select one of the following tabs: information: First name, Last
• All Contacts, to display all the name, Phone 1 (primary
contacts in the contact list extension of the contact),
• Favorites, to display the contacts Phone 2 (secondary
marked as favorites extension of the contact)
• Speed Dial, to display the contacts
marked for speed dial
4 To search for a contact, type the name or Click Save. Click Save. Click Save.
the phone number in the Search field.
AVAYA AGENT FOR DESKTOP – HANDLING CALLS
 AAD works as a soft phone & handles calls in same manner as a desk phone.
 Every active call has a cell in the action bar of the AAD user interface.
 The active call cell contains the buttons to control that specific call.
– To answer an incoming call: click the Answer button in the ringing call cell.
– To put an active call on hold: click the Hold button in the active call cell. The Hold button
changes to Resume when the call is on hold. Click the Resume button to resume the call.
– To end a call: click the Drop button in the active call cell.

AVAYA AGENT FOR DESKTOP – HANDLING CALLS (CONT.)
Step Making a call from Text Input Making a call using Speed Dial Making a call using Contact
List
1 On the Action Bar, text input field: On the Action Bar, click the Call Action In the Top Bar, click the
type the destination number. button next to the text input field. Contacts button. The system
displays the Contact List
window.
2 Press Enter. Move the cursor to the contact in the Click the Call Action button next
Speed Dial list. to the contact number.
3 You can also click the Call Action Select Call. Select Call.
button located on the left of the text
input field and select. New call after
you type the destination number.

AVAYA AGENT FOR DESKTOP – TRANSFERRING A CALL
 You can make call transfers when you have an active call, as follows:
– Direct (Cold) Transfer: Transfer an active call to a contact in the contact center without
announcing the transfer
– Consultative (Hot) Transfer: Speak to the contact before transferring the call
Step Transferring using Contact List Transferring using Speed Dial Transferring using text input field
1 In the top bar, click the Contacts In the active call cell, click the Call Type the destination number.
button. The system displays the Action button next to the text input field.
Contact List window.
2 Click the Call Action button next to Move the cursor to the contact in the Click the Call Action.
the contact number. Speed Dial list.
3 Select Transfer to. Select Transfer to. Select Transfer to.

AVAYA AGENT FOR DESKTOP – TRANSFERRING A CALL

AVAYA AGENT FOR DESKTOP – CREATING CONFERENCES
 You can create conferences when you have an active call, as follows:
– Direct Transfer: to add the participants to the conference call without speaking to the participants.
– Consultative transfer: to speak to the participants before adding the participants to conference call.
– To control the conference:
– Drop (Drops the conference).
– Hold (Toggles between Puts (Places) active conference on hold or Return (Retrieves) to the conference on
hold).
Step Conferencing using text input field Conferencing using Contact List Conferencing using Speed Dial
1 Type the contact number to add to the In the top bar, click the Contacts icon. Click the Call Action.
conference.
2 Click the Call Action button. In the Contact List, move the cursor to Select a Contact from the Speed dial list.
the number you must add.
3 Select Conference with. Click the Call Action button. Select Select Conference with.
Transfer to.

AVAYA AGENT FOR DESKTOP – USING DIAL PAD
 An alternative to using the keyboard for entering phone numbers in the text
input field.
 Provides quick access to other features, such as redial, changing the agent
state, changing the ready mode, and releasing the call.
– In the top bar, click the DialPad button.
– Click the dial pad buttons to form the number in the text input box.
– (Optional) Click Redial to dial the last called number.
– Click Enter.
– Note: If you use the dial pad to enter a number for a call transfer or for adding a number
to a conference, click the Call Action icon in the action bar and select Transfer or
Conference.

AVAYA AGENT FOR DESKTOP – USING DIAL PAD (CONT.)
 (Optional) Click Feature Buttons to display other features of the dial pad, such
as:
– Manual In: to accept ACD calls when you release a live call
– Auto In: to change the agent state to Ready after you release the call
– AfterCall: to change the agent state to ACW
– AuxWork: to change the agent state to Aux
– Work Code: to add reason for active call
– Release: to release an active call
– last-numb: to dial the last called number
– normal: to place the station display into normal call identification mode.
– To close the Dialpad window, click the X button located in the top right corner.
– Conference.

AVAYA AGENT FOR DESKTOP – MANAGING CALL HISTORY
 History calls display the following information:

– Type: whether the call was incoming, outgoing, or cancelled by the caller
– Name: the name of the contact
– Phone: the phone number of the contact
– Date - Time: the date and time of the call
– Duration: the duration of the call
 Sort entries in Call History by the following criteria:
– Call information: type, name, phone, date-time, duration
– The time when the call occurred: the current day, the previous day, the current week,
the current month
– Searching for a contact by name or by phone number

AVAYA AGENT FOR DESKTOP – MANAGING CALL HISTORY (CONT.)
Step Viewing Call History Making Call from Call History Removing an Entry from Call History
1 In the top bar, click the History In the top bar, click the History In the top bar, click the History button.
button. button.
2 To sort the call history entries in In the Calls History window, move In the Calls History window, select the
ascending or descending order, the cursor to the phone number of entries to delete.
click the table header that the contact.
corresponds to the sorting criterion.
3 To display the call history entries Click the Call Action button and Perform one of the following actions:
from a relative time period, click the select Call. • Right-click the entry and select
Today field and select one of the Delete.
following options: Today, • In the bottom left corner of the Calls
Yesterday, This Week, This History window, click the bin icon and
Month, All select Remove selected.
4 To search for an entry, type the

name or the phone number of the
contact in the Search field.
AVAYA AGENT FOR DESKTOP – MESSAGE WAITING INDICATOR (MWI)
 AAD system displays the Message Waiting Indicator (MWI) as a button in the
top bar of the main window. When you click the MWI button, the system dials
the voice mailbox number configured for the host agent. Also, when a new
voice mail arrives, the message waiting indicator turns red. Using MWI, you
can:
– Set up the voice mailbox.
– Listen to a voice mail.
– Send a voice mail.
– Delete a voice mail.
 To perform these actions, you must click the message waiting indicator button
and follow the IVR instructions.
 Note: When you request to listen to the voice mails, the Avaya Agent for
Desktop system plays the latest mail first.

EXERCISES #1
 Login / Logout  Choosing Codes
 Handling Agent Interface / Modes – AUX
– Work Code / Reason Code
 Making Call
– Logoff
– Using field entry
– Using Speed dial  Agent Greetings
– Using Call History – Recording, Playing, Deleting
– Using Dialpad  Contact List
 Transferring Call – Speed dial contact
– Blind (Cold) Transfer – Favorite contact
– Consultative (Warm) Transfer

Supervisor Features

AVAYA AGENT FOR DESKTOP – SUPERVISOR FEATURE
 AAD allows a supervisor to observe an agent's performance on any particular

call, silently and unobserved.
 A supervisor can listen-in or barge-in to the agent-customer interaction using
this function.
 If the AVAYA / DNATA telephony administrator has enabled this service, the
observing icon appears as a work item on the supervisor's Avaya Agent for
Desktop user interface. The supervisor can activate this feature from the call
history.

AVAYA AGENT FOR DESKTOP – SUPERVISOR FEATURE (CONT.)
 Supervisor feature can be activated in 3 ways:

– In the main window, type an Agent/Station/VDN Id and click Coaching.
Note: If you already have initiated coaching session, you cannot initiate a new one. Also, the user cannot
initiate a new call while having coaching session.
– Open the contact list and chose the target of observing. Then, click the call menu and click
Coaching.
 Activate the sip-sobsrv feature button. You need to point the feature to two
attributes here; SoEntity for the Agent ID/Station/VDN for which you want to
observe the call; and SoMode where you need to select the type as listen-only.

HIDDEN AGENT
 Type Extension number: 61110XX
 Choose Coaching
 Start listening
 Note: Works only from AUX

 COACHING
 Press green button -> Switch to Listen-talk Mode
 Start Coaching

AVAYA AGENT FOR DESKTOP – REAL TIME STATISTICS
STATS:
- Choose Configuration -> Stats Console

EXERCISES #2
 Hidden Agent
 Coaching
 Stats

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AVAYA AGENT FOR DESKTOP

© 2017 Avaya Inc. All rights reserved.

© 2017 Avaya Inc. All rights reserved. 2

© 2017 Avaya Inc. All rights reserved. 3

© 2017 Avaya Inc. All rights reserved. 4

© 2017 Avaya Inc. All rights reserved. 5

© 2017 Avaya Inc. All rights reserved. 6

 EAD – MIA distribution of calls

© 2017 Avaya Inc. All rights reserved. 7

 Question: Who will receive next call?

Answer” Agent B is next to receive call

© 2017 Avaya Inc. All rights reserved. 8

© 2017 Avaya Inc. All rights reserved. 9

 Is a Softphone client application for contact centers users (Agents/Supervisor)

 A Supervisor can use AAD to:

© 2017 Avaya Inc. All rights reserved. 10

© 2017 Avaya Inc. All rights reserved. 11

© 2017 Avaya Inc. All rights reserved. 12

 Start Avaya Agent for Desktop

© 2017 Avaya Inc. All rights reserved. 13

Collapsed mode • Control from CTI application

© 2017 Avaya Inc. All rights reserved. 14

© 2017 Avaya Inc. All rights reserved. 15

AUX When the agent changes the status to AUX.

Offline When the agent changes the status to Offline.

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© 2017 Avaya Inc. All rights reserved. 17

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 The desktop application provides a common look-and-feel and a Graphic User

© 2017 Avaya Inc. All rights reserved. 20

History Displays or hides the work log history

© 2017 Avaya Inc. All rights reserved. 21

ICON Name Description

Volume control Adjusts the volume of the audio output device.

Mute microphone Mutes or unmutes the microphone

Close Hides the AAD user interface.

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© 2017 Avaya Inc. All rights reserved. 23

ICON Name Description

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ICON Name Description

Drop button System displays for dropping a call or a conference call

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Collapsed Mode View AAD user interface in a compact view

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Step Viewing Contacts Adding Contacts Editing Contacts Removing contacts

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3 Select Transfer to. Select Transfer to. Select Transfer to.

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 History calls display the following information:

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4 To search for an entry, type the

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 AAD allows a supervisor to observe an agent's performance on any particular

© 2017 Avaya Inc. All rights reserved. 41