Configuring incoming TTY appearance

Use this procedure to define the incoming TTY call appearance. You can also set an automated response to the incoming TTY message and specify the originating numbers for which the TTY message window must appear on the system.

On the top bar, click System Options > Agent Preferences .
The Agent Preferences dialog box appears.
On the Agent Preferences dialog box, select TTY.
The TTY panel appears with General and Abbreviations tabs.
On the General tab panel, perform the following steps:
1. In the Greeting text box, enter your agent greeting. By default, the system displays Hello GA greetings.
2. Select the Show TTY window on every voice call option, if you want the system to display the TTY window on every incoming voice call.
3. If you want the system to display the TTY window for specific incoming voice calls, perform the following steps.
  1. Select the Show TTY window when a call comes from option.
    
    The TTY number field activates.
  2. Click the + button.
    
    An untitled item appears in the TTY number field.
  3. Double-click the untitled item and specify the number for which you want the TTY window to appear.
4. Select the Always show TTY button in Voice interaction option, if you want the system to display the TTY window for every voice work item on the work list window.
  This option is useful if the agent performs many TTY operations, incoming and outgoing.
On the Abbreviations tab, perform the following steps:
1. To view the preset TTY abbreviations, select any abbreviation in the list.
  Abbreviation corresponding to TTY appears in the Meaning, Literal Meaning, and Description fields.
2. To add a new abbreviation, perform the following steps:
  1. Click the + button.
    
    An untitled abbreviation appears in the TTY list.
  2. Double-click the untitled abbreviation and enter the TTY abbreviation.
  3. In the Meaning field, enter a short explanation.
  4. In the Literal Meaning field, enter the expansion of abbreviation.
    
    The Literal Meaning can be a literal text the abbreviation is derived, for instance, a short form for “Be Right Back” can be “BRB” and “Go Ahead” can be “GA”.
  5. In the Description field, enter additional description or information on the abbreviation.
  Note
  Use of these fields are completely optional.
The abbreviations appear in rectangular boxes on the TTY window. To view the abbreviation details, you must click the abbreviation box on the TTY window. The details appear in a pop-up box on the TTY window. The recipient can also view the same details if the same abbreviation and details are configured through the recipient's Avaya one-X Agent.
Click OK to save the settings.

Configuring incoming TTY appearance

Example