table of contents - percepta agent@home ·  · 2015-09-24table of contents table of contents ......

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 | 1 of 8

Table of Contents

TABLE OF CONTENTS ........................................................................................................................................................................ 1

SETTING UP ONE-X ........................................................................................................................................................................... 2

ADDING BUTTONS AND QUEUE CALL LIGHTS .................................................................................................................................... 4

USING THE AUX-WORK BUTTON ....................................................................................................................................................... 5

PLACING A CALL ................................................................................................................................................................................ 5

PUTTING A CALL ON HOLD ................................................................................................................................................................ 6

COLD TRANSFERRING A CALL ............................................................................................................................................................ 6

CONFERENCING A CALL (WARM TRANSFER) ..................................................................................................................................... 7

LOGGING OUT OF ONE-X .................................................................................................................................................................. 8

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Commonly Used Functions

Avaya one-X Application

Commonly Used Functions

Avaya one-X Application

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 |2 of 8

Setting Up One-X

1. Open Avaya One-X Agent from your desktop icon

2. The Welcome Screen should appear. Click Change Login Settings

3. Fill out Extension (66XXX) & Password (same as extension) and check Save Password during sign in. This can be found in the bottom right of your desktop wallpaper under “Softphone:”

Commonly Used Functions

Avaya one-X Application

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 |3 of 8

4. Station Login window will come up. Verify Extension (66xxx), Password, and Log In

5. In the second window, enter your Agent ID 7xxxx with NO password

Commonly Used Functions

Avaya one-X Application

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 |4 of 8

Adding Buttons and Queue Call Lights

1. Agent Preferences

2. User Interface

3. Check Display Button Toolbar

4. Select Favorite Buttons

5. Selection window should pop up, Select buttons you wish to display

NOTE: We cannot change the names on the button labels in One-x; “abrv-dial *02” is your speed dial number.

Commonly Used Functions

Avaya one-X Application

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 |5 of 8

Using the AUX-Work Button

Placing a Call

Commonly Used Functions

Avaya one-X Application

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 |6 of 8

Putting a Call on Hold

Cold Transferring a Call

Commonly Used Functions

Avaya one-X Application

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 |7 of 8

Conferencing a Call (Warm Transfer)

Commonly Used Functions

Avaya one-X Application

Private and Confidential, Internal Use Only, Not for External Distribution June 2012 |8 of 8

Logging Out of one-X

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