Handling phone calls

The way you want to handle phone calls depends on your phone settings. For instance, the way you handle phone calls in the My Computer mode is different from the way you handle phone calls in the Desk Phone mode.

Note

Avaya recommends that each contact center evaluate its configuration and instruct agents on the best practice to handle calls with Avaya one-X Agent.

This section explains the procedures to handle phone calls for different settings. You will explore how to answer calls, transfer calls, conference a call, put a caller on hold, mute a call, make calls, and end a call.