Avaya Aura® Contact Center with Avaya Aura® Agent Desktop as the CTI controller

Last Updated : Sep 23, 2020 |
Prolog information
Metadata
Keywords:
Note:
  • You can use only a UC endpoint (CS1K_IP and Device Adapter digital phone) as a CTI controlled endpoint in Avaya Aura® Contact Center.
  • Avaya Aura® Contact Center can acquire and CTI control a UC phone only if the UC phone is registered to Session Manager.

Supported operations on Avaya Aura® Agent Desktop

If you are logged in to Avaya Aura® Agent Desktop as an Avaya Aura® Contact Center agent, you can perform the following operations by using Avaya Aura® Agent Desktop:
  • Agent login and logout.
  • Change work mode to Auto-In or Manual-In.
  • Receive, answer, modify (for example, transfer and conference), and end ACD calls, DAC calls, and calls to the station extension.
  • Place outgoing calls either by using the agent ID or the station extension.
  • The supervisor can perform Supervisor Assist and other supervisory functions by using Avaya Aura® Agent Desktop.

Supported operations on the UC phone irrespective of whether connection to Avaya Aura® Agent Desktop is proper or lost

Depending on the display capabilities of the UC phone, you can use the UC phone to:
  • View the progress of the call center calls:
    • View the received call center calls on the call appearance buttons (flashing lamp and icon), in addition to the caller identity information.
    • View the call center calls that were answered on the call appearance buttons (lit lamp and icon), in addition to the caller identity information.
    • View call modification operations, such as transfer and conference, and other related information for the call center calls.
    • View whether the station is idle after you release the call center call.
  • Receive, modify, and place station extension calls.

Limitations

  • If connection to Avaya Aura® Agent Desktop is lost, you cannot perform any call center-related operations. Because the phone is a UC phone, you can use the phone to perform only UC operations. Call center operations are not supported on this phone.
  • The agent operation depends on the provisioning at Communication Manager. If Communication Manager does not allow an operation, the operation is blocked.
  • Call center functions that cannot be carried out by Avaya Aura® Agent Desktop are not supported.
  • If your phone is CTI controlled by Avaya Aura® Agent Desktop, Avaya recommends that you use Avaya Aura® Agent Desktop even to perform call-related UC operations. This is because Device Adapter does not support shared control between Avaya Aura® Agent Desktop and the phone.
  • If you are using a media-only (UC) phone for multi-device access (MDA), the CTI controller controls only the most recently registered media-only (UC) phone.