Instruction/ maintenance manual of the product 16CC Avaya
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Avaya Agent Deskphone 16CC User Guide 16-602096 Issue 1 January 2008.
Contents Notices .............................................................................................................5 Top Display Line Combinations for Agents .................................................7 Introduction to the Avaya Agent Deskphone 16CC .
Making an outgoing call on a bridged line ...................................................................... 17 Contacts ........................................................................................................ 18 Searching for a contact .
Contents 4 Avaya Agent Deskphone 16CC User Guide.
Notices © 2008 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.
6 Avaya Agent Deskphone 16CC User Guide.
Top Display Line Combinations for Agents What you see on the top 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. Top line space is limited, and sometimes it's hard to determine whether you have a pending call or not.
1st Field (Agent State) shows 2nd Field (Work Mode) shows 3rd Field (DAC Pending) shows 4th Field (Time of Day) shows What they mean: Aux or Aux with RC DAC Time You are not available to receive DAC or ACD calls, but a DAC is pending. ACW Time You are performing after call work and not available to receive DAC or ACD calls.
Introduction to the Avaya Agent Deskphone 16CC The 16CC telephone is a multiline SIP telephone for use with Avaya Call Center 5.0. The 16CC telephone puts convenient features and capabilities at your .
Avaya Agent Deskphone 16CC Telephone Button/Feature Descriptions Name Description Message Waiting Indicator An illuminated red light in the upper-right corner of your phone indicates you have voicemail messages waiting. This light flashes when you receive an incoming call.
Name Description Mute Press the Mute button to mute a call in progress. To take a call off mute, press Mute again. 16 Call/Line Appearance Buttons or Feature Buttons There are 16 buttons that can be programmed as either call/line appearance buttons or feature buttons.
Scrolling and Navigation When navigating through the options and features on your telephone display, use the navigation arrows to scroll and buttons to select lines or options.
1. Enter your username/extension. 2. Press Enter or OK . 3. Enter your password. 4. Press Login or OK . Agent login If the telephone prompts you for your Username, you must first log in to the phone extension, as covered in Logging in to your telephone extension .
• Available - This state is automatically assigned when you are not on an active call for both Auto-In and Manual-In modes. Depending on how your call center system is administered, "pending&qu.
Calling a person from the Contacts list 1. Press the Contacts button. 2. Select the person or number you want to call. 3. Press the Call softkey or the OK button. Calling a person from the call log 1. Press the Call Log button. 2. Select the person or number you want to call.
Sending an incoming call to voice mail Press the To Vmail softkey to send an incoming call directly to voicemail. If your telephone does not display a To Vmail softkey, your administrator has not made this feature available. Ignoring an incoming call Press the Ignore softkey to turn off the ringer for an incoming call.
Adding a person on hold to a conference call 1. From the Phone screen, select your active call. 2. Press Conference . 3. Select the call on hold that you want to add to the conference. 4. Press Resume to take the call off hold. 5. Press Join or Conference to add the person to the conference call.
using. If you have any questions about how the name or extension displays to the person you are calling, contact your system administrator. 1. Select the bridged line you want to use. 2. Dial the telephone number, or call the person from the Contacts list, or call the person from the Call Log list.
Adding a new contact 1. Press the Contacts button. 2. Press the More softkey. 3. Press the New softkey. 4. Enter the first name using the dialpad. To enter characters using the dialpad: a. Press the number key that corresponds to the letter or number you want to enter until the letter or number is displayed.
Call Log When you have one or more missed calls, the Call Log button lights. When you are not logged in as an agent, the top display line shows a Missed Call Icon with the number of unanswered calls received since you last accessed the Call Log, or since you last logged in to the phone, whichever is more recent.
from the call log. However, if you are viewing the All Calls list, pressing the Del All softkey deletes all calls from the call log. 1. Press the Call Log button. 2. Press the More softkey. 3. Press the DelAll softkey. 4. Press the DelAll softkey to confirm, or press Cancel if you do not want to delete the log.
Accessing the Features Menu 1. From the Phone screen, scroll right to access the first feature on the Features Menu. Note: To return to the main Phone screen, press the Phone/Exit button or the Exit softkey. 2. Scroll down to see the features that have been administered for your extension.
Turning off call forwarding 1. From the Phone screen, scroll right to access the Features menu. 2. Scroll down to and select Call Forwarding. 3. Press the OK button to turn call fowarding off. If call forwarding is assigned to a feature button, just press that button to turn call forwarding off.
Turning show incoming call on or off You can automatically display incoming calls on their respective call appearance line(s). You can turn the Show Incoming Call option on or off. 1. Press the A button. 2. Select Options/Settings. 3. Select Call Settings.
Turning error tones on or off 1. Press the A button. 2. Select Options/Settings. 3. Scroll to and select Screen/Sounds.... 4. Scroll to Error Tones. 5. Press the Change softkey, the OK button, or the right or left navigation arrow to turn the error tone on or off.
Setting the time format You can change the way the time displays on your screen, as either 12 or 24 hours. 1. Press the A button. 2. Select Options/Settings. 3. Scroll to and select Language/Region. 4. Scroll to Time Format. 5. Press the Change softkey or the right or left navigation arrow to change the format in which time displays.
Index A Advanced Options changing language ................................ 25 setting automatic gain control ................ 25 Advanced Telephone Features about ...................................................... 21 Agent login .................
Incoming Calls answering .............................................. 15 forwarding .............................................. 22 sending to coverage .............................. 22 transferring............................................. 16 L Language changing .
An important point after buying a device Avaya 16CC (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Avaya 16CC yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Avaya 16CC - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Avaya 16CC you will learn all the available features of the product, as well as information on its operation. The information that you get Avaya 16CC will certainly help you make a decision on the purchase.
If you already are a holder of Avaya 16CC, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Avaya 16CC.
However, one of the most important roles played by the user manual is to help in solving problems with Avaya 16CC. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Avaya 16CC along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
