The CS 1000 ACD endpoints and Avaya Aura® endpoints provide very similar user experience. The user experience appears where that call is presented to the endpoint, and the call center server handles directing a call to a specific agent.
All call center-compatible Device Adapter endpoints and legacy SIP devices enable the agent to use the following features:
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The agent can log in and log out as a call center agent.
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The agent can be logged in and change their status so that they can either receive calls or become unavailable for receiving calls.
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With the corresponding status, the agent can receive calls and perform the required operations, such as call transferring or conferencing. The call then can terminate from either end.
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The agent can be provided with a certain time interval between two consecutive calls. This feature is provided by the call center.
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The agent can request the number of unanswered calls in the queue. The report also includes information about how long calls that exceeded the queue time unanswered in queue
service requirement have been in the queue.
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The agent can request help from a supervisor.
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The supervisor can monitor calls for quality and training purposes whenever the supervisor needs to do so.
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The agent can receive calls that are not call center queue calls, including calls on a secondary number. This feature must be enabled on the agent device.
Although the details might vary depending on the call center server that is used, the core functions remains the same.
Note:
This document does not contain images of user interface elements of Avaya Aura® SIP devices, such as 96x1 phones, that are used in an Avaya Aura® Call Center Elite environment. For more information about the user interface elements for these devices, see their respective user guides.
