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Avaya Agent Deskphone 16CCUser Guide 16-602096 Issue 1 January 2008 Contents Contents Notices.............................................................................................................5 Top Display Line Combinations for Agents.................................................7 Introduction to the Avaya Agent Deskphone 16CC....................................9 Avaya Agent Deskphone 16CC Phone Buttons and Features.........................................9 About LEDs.....................................................................................................................11 Scrolling and Navigation.................................................................................................11 About Paper Labels........................................................................................................12 Telephone Stand............................................................................................................12 About Logging In to and Out of Your Telephone......................................12 Logging in to your telephone extension..........................................................................12 Agent login......................................................................................................................13 Agent logout....................................................................................................................13 Logging out of your telephone extension........................................................................13 About Agent Work Modes and Agent States.............................................13 Changing Agent Work Mode or State.............................................................................14 About Agent Skills........................................................................................14 Viewing Agent Skills.......................................................................................................14 Making a Call.................................................................................................14 Redialing a number.........................................................................................................14 Calling a person from the Contacts list...........................................................................15 Calling a person from the call log...................................................................................15 Answering a Call...........................................................................................15 Answering a call if you are logged in as an agent....................................15 Answering a call if you are not logged in as an agent..............................15 Sending an incoming call to voice mail.....................................................15 Ignoring an incoming call............................................................................16 Muting a Call.................................................................................................16 Putting a Call on Hold..................................................................................16 Transferring a Call........................................................................................16 Conference Calls..........................................................................................16 Setting up a conference call...........................................................................................16 Adding a person on hold to a conference call.................................................................17 Putting a conference call on hold....................................................................................17 Dropping the last person added from a conference call.................................................17 Bridged Calls................................................................................................17 Answering a call on a bridged line..................................................................................17 Joining a call on a bridged line.......................................................................................17 2 Avaya Agent Deskphone 16CC User Guide Contents Making an outgoing call on a bridged line......................................................................17 Contacts........................................................................................................18 Searching for a contact...................................................................................................18 Viewing Contacts details.................................................................................................18 Adding a new contact.....................................................................................................18 Editing a contact.............................................................................................................19 Deleting a contact...........................................................................................................19 Call Log.........................................................................................................19 Viewing the call log.........................................................................................................20 Viewing call log details....................................................................................................20 Adding an entry from the call log to your Contacts list....................................................20 Removing an entry from the call log...............................................................................20 Clearing all entries from the call log................................................................................20 Turning call logging on or off..........................................................................................21 Getting Your Messages..............................