Accepting a call manually is similar to lifting the telephone receiver whenever the telephone rings. In the context of Avaya one-X Agent, you must press the answer button on the application, or physically go-off hook (depending on your phone settings) when the system recognizes an incoming call.
Prerequisites
Work Item status is set as Manual-Accept.
Signed in as an agent for ACD calls.
Agent Status is set to Ready for ACD calls.
A USB headset with microphone (For the My computer configuration).
A telephone handset (For the Desk Phone configuration).
- When the system recognizes an incoming call, the caller’s information appears on the Work List window.
If the caller’s information is present in the system, the system automatically retrieves the details of the caller and displays it in the Work List window or on the telephone display panel.
- Answer the call by performing any one of the following actions:
If you are using the My Computer configuration, in the Work List window, click Answer.
If you are using the Desk Phone configuration, go off-hook.
If you are using the Other Phone configuration, click Answer or go off-hook.
Avaya one-X Agent creates a new work item in the Work List window.
