Avaya Ip Softphone 2050 Call Center User Guide

2015-06-01

• Title page
• Revision history
• Contents
• IP Softphone 2050 overview
  • Features
  • Components
    • Call Control window
    • Local Directory window
    • Settings window
    • System tray icon and menu
    • Expansion Module
    • i2050.exe application
• IP Softphone 2050 Call Control window
  • Accessibility Interface
  • Call Control window
  • Accessibility Interface
  • Call Control window elements and functions
  • Hot keys
    • Adding a hot key
    • Removing a hot key
  • System tray icon and menu
• IP Softphone 2050 Directories
  • Local Directory
    • Opening a Local Directory from the Call Control window
    • Directory entry management
  • CS 1000 Directory
• Agent and Supervisor features
  • Logging in without Agent ID
    • For basic ACD
  • Logging in with Agent ID
    • For Basic ACD or Contact Center Manager
  • Logging in using Agent ID and Multiple Queue Assignments
    • Using MQA login options
    • Logging in: No Supervisor ID, No Priority
    • Logging in: Supervisor ID, No Priority
    • Logging in: No Supervisor ID, With Priority
    • Logging in: Supervisor ID, With Priority:
    • Using Default Login
  • Logging out an agent
    • Logging out temporarily
    • Logging out
• Agent features
  • Incoming Call Notification
  • Answering ACD calls
    • Answering a call
    • Terminating a call
  • Using Force Call
  • Using Activity Code
  • Using Emergency
  • Using NotReady
  • Answering or making non-ACD calls
    • Placing a call
    • Answering a call
  • Contacting your supervisor
    • Answering a call from your supervisor
    • Answering a call from your supervisor when on a call
    • Placing a call to your supervisor when on a call
    • Conferencing your supervisor to a call in progress
    • Transferring a call to your supervisor
• Supervisor features
  • Using Answer Agent
  • Using Agent key
  • Using Answer Emergency
  • Using Call Agent
  • Using Interflow
  • Using Night Service
    • Activating Night Service
    • Transitioning to Night Service
    • Deactivating Night Service
  • Using Observe
  • Using Display Agent Status
  • Using Display Queue
• Index