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Contents
Notices.............................................................................................................5
Top Display Line Combinations for Agents.................................................7
Introduction to the Avaya Agent Deskphone 16CC....................................9
Avaya Agent Deskphone 16CC Phone Buttons and Features.........................................9
About LEDs.....................................................................................................................11
Scrolling and Navigation.................................................................................................11
About Paper Labels........................................................................................................12
Telephone Stand............................................................................................................12
About Logging In to and Out of Your Telephone......................................12
Logging in to your telephone extension..........................................................................12
Agent login......................................................................................................................13
Agent logout....................................................................................................................13
Logging out of your telephone extension........................................................................13
About Agent Work Modes and Agent States.............................................13
Changing Agent Work Mode or State.............................................................................14
About Agent Skills........................................................................................14
Viewing Agent Skills.......................................................................................................14
Making a Call.................................................................................................14
Redialing a number.........................................................................................................14
Calling a person from the Contacts list...........................................................................15
Calling a person from the call log...................................................................................15
Answering a Call...........................................................................................15
Answering a call if you are logged in as an agent....................................15
Answering a call if you are not logged in as an agent..............................15
Sending an incoming call to voice mail.....................................................15
Ignoring an incoming call............................................................................16
Muting a Call.................................................................................................16
Putting a Call on Hold..................................................................................16
Transferring a Call........................................................................................16
Conference Calls..........................................................................................16
Setting up a conference call...........................................................................................16
Adding a person on hold to a conference call.................................................................17
Putting a conference call on hold....................................................................................17
Dropping the last person added from a conference call.................................................17
Bridged Calls................................................................................................17
Answering a call on a bridged line..................................................................................17
Joining a call on a bridged line.......................................................................................17
Contents
2 Avaya Agent Deskphone 16CC User Guide