Agents can choose one of the following usage modes depending on their location, telephone set, and network:
My Computer: With the My Computer mode, agents can use a computer to transfer voice through a headset without another telephony device.
Desk Phone: With the Desk Phone mode, agents can use an Avaya Office Phone in conjunction with Avaya one-X Agent. The system transfers voice to an Avaya Office Phone, and shares some controls between the application and the telephone.
Note Avaya recommends that agents perform all Automatic Call Distribution (ACD) operations from the Avaya one-X Agent application and not from the telephone.
Other Phone: With the Other Phone mode, agents can use a Public Switched Telephone Network (PSTN) or Global System for Mobiles Communications (GSM) phone to make or receive calls when the agents are telecommuting. Agents use the Other Phone mode to access audio components from a home telephone, an office telephone, or a mobile phone. Agents can configure the Other Phone mode for toll-quality audio and optimize audio through another phone.