Avaya one-X Agent Softphone

The Avaya one-X Agent is a telephony softphone solution that provides seamless connectivity to call center agents.  The main window occupies as little space as possible on your computer screen.  The application is divided into 3 parts, the Top Bar, the Work List, and the Action Bar.

The Top Bar includes your information, your status, some common controls, the System Options, and standard window options to minimize and close the application. The Work List will consist of your work items, or calls. The Action Bar provides global controls such as creating a new work item.

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Items covered in this 26 minute training module include:

  • Agent Log In & Out
  • Answer & End Calls
  • Making Calls
  • Hold & Mute
  • Transfer Calls
  • Conferencing
  • Agent Greeting
  • Instant Messaging
  • TTY Calls
  • Changing the Agent State
  • Follow-up Work Mode
  • Voicemail
  • Supervisor Features

Browse other training modules available exclusively from End User University:

– REDUCE HELP-DESK CALLS
– ELIMINATE EMPLOYEE DOWNTIME
– INCREASE PRODUCT ADOPTION

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