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Using Avaya Workspaces for CRM for Avaya Experience Platform™ Public Cloud

Table of Contents

Type to filter navigation items by title
  • Notices
  • Introduction
    • Purpose
    • Change history
  • Navigation
    • Interaction icon descriptions
    • Terminology
      • Interactions
      • Dispositions
      • Contact centers
      • Customer journey
      • Templates
    • Keyboard shortcuts
  • Getting started
    • Logging in to Avaya Workspaces for CRM
    • Starting work
    • Changing your state
    • Finishing work
    • Logging out of Avaya Workspaces for CRM
    • Emergency calling
      • Selecting an emergency location
      • Adding an emergency location
      • Emergency location field descriptions
      • Editing an emergency location
      • Calling emergency services
    • Popping out and resizing the Avaya Workspaces for CRM application window
    • Using the Search feature
  • Headset call control
    • Prerequisites for using headset call controls
    • The Device Settings option
    • Advanced call control features on Plantronics and Jabra headsets
  • Digital interactions
    • Accepting digital interactions
    • Rejecting digital interactions
    • Responding to digital interactions
    • Ending digital interactions
    • Transferring digital interactions
    • Attaching a file
    • Using templates
    • Recording an audio or video clip
    • Sending an emoji
    • Managing multiple interactions
  • Voice interactions
    • Accepting voice interactions
    • Rejecting voice interactions
    • Creating contacts in Salesforce
    • Creating accounts in Salesforce
    • Responding to voice interactions
    • Ending voice interactions
    • Transferring voice interactions
    • Placing a call on hold
  • Supervising
    • Supervisor dashboard
    • Accessing the supervisor dashboard
    • Customizing the displayed columns
    • Using the filtering options on the supervisor dashboard
    • Searching for agents
    • Broadcasting a message to agents
    • Viewing agent interactions
    • Changing the status of an agent on your team
    • Observing an agent
    • Coaching an agent
    • Barging into an interaction
  • Performing additional tasks
    • Viewing your details
    • Viewing reports
    • Viewing previous interactions
    • Adding disposition codes
    • Viewing interaction details
    • Adding comments to an interaction
    • Making calls
    • Redialing recent numbers
    • Viewing customer journey information
    • Consult interactions
      • Adding other agents to an interaction
    • Internal extension call
      • Making internal extension calls
    • ACW state for wrapping up an interaction
      • Closing the ACW card
    • Notifications
      • Viewing notification logs
      • Configuring notifications for new interactions and agent states
      • Configuring notifications for active interactions
  • Troubleshooting
    • Downloading logs
    • Locating the version number and support information
    • Viewing system notifications
      • Clearing system notifications
    • Using multiple browser tabs with voice channel
  • Resources
    • Resources for Avaya Experience Platform™ Public Cloud
      • Documentation
        • Related documents and videos
        • Avaya Documentation Center navigation
        • Resource Center
          • Accessing online help
          • Welcome guides
      • Training
      • Support
        • Using the Avaya InSite Knowledge Base
    • Resources for Avaya Experience Platform™ (On-Prem + Connect)
      • Documentation
        • Related documents
        • Avaya Documentation Center navigation
      • Training
      • Support
        • Using the Avaya InSite Knowledge Base
  • Glossary
    • After Contact Work
    • Agent ID
    • Agent state
    • Alerting
    • Allowlist
    • Avaya Aura X for Avaya Cloud Office (ACO)
    • Avaya Spaces
    • Avaya Workspaces
    • Barge in
    • Calculated metric
    • Carousel
    • Chat with corporate contacts
    • Coach
    • Connectors
    • Consult complete as conference
    • Consult complete as transfer
    • Consultation call
    • Contact center
    • Contact Center as a Service
    • Conversation
    • Corporate Contacts widget
    • Cross-Origin Resource Sharing
    • Custom group
    • Custom metric
    • Customer identifier
    • Customer Relationship Management
    • Digital interaction
    • Digital Library
    • Disposition code
    • Events
    • Facebook account
    • Group chat
    • Inbound
    • Incoming connection
    • Integration
    • Interaction
    • Interaction details
    • Internal extension call
    • Interval
    • Layout
    • Mapping
    • Chat and messaging widget
    • Metric formula
    • Microsoft Teams
    • Microsoft Teams channel
    • Outbound
    • Outgoing connection
    • P-Intrinsics
    • Pop-out
    • Postback
    • Producer
    • Profiles
    • Provider for corporate contacts
    • Redirection on No Answer
    • Representational State Transfer API
    • Report type
    • Restricted account
    • Retrieve credentials
    • Roll-up
    • Routing rules
    • SAML
    • SAML Identity Provider
    • Self service
    • SLA
    • Softphone
    • Station ID
    • Supervisor dashboard
    • Threshold
    • Threshold class
    • Task output
    • UX Profiles
    • Voice interaction
    • Wait treatment
    • WhatsApp business account
    • WhatsApp template
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Using Avaya Workspaces for CRM for Avaya Experience Platform™ Public Cloud
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Last Updated : Nov 14, 2023 |
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