UNH Telecom Avaya Workplace Agent Login Guide

How to log into call center

Step 1: In the Avaya Workplace program, select the six square icon.

The Avaya Workplace application window is displayed. It features a "Top of Mind" section, a search bar labeled "name or number", a "Next Meetings" section, and a "History" section. At the bottom right of the window, there is an icon resembling a speaker or headset, indicated by a [red arrow].

If you do not see the center-related buttons on the “Button Module”, select the “>” [next icon] icon.

Step 2: On the “Button Module” (new window), press the “Login Logout” button.

The “Button Module” window is displayed, showing various agent status buttons including "Manual In", "Auto In", "After Call Work", "Aux Work", "Login Logout", and "Queue Stats". A [red arrow] points to the "Login Logout" button.

Step 3: In the new window:

a. Enter your 5-digit call center login in the "Customer Service ID" field.

b. Select the "LOGIN" button.

A "Please Login" dialog box prompts for "Customer Service ID" and "Password". Below these fields are "LOGIN" and "CANCEL" buttons. A [red arrow] points to the "LOGIN" button.

Step 4: The black/green icon on the “Login Logout” button indicates you are logged in to the "call center" calls.

The “Button Module” window shows the "Login Logout" button with a black/green icon, signifying the agent is logged in.

To start answering the “call center" calls, proceed to step 1 on page 6.

Status change start/resume answering "call center" calls

Step 1: On the "Button Module”, press the “Auto In” button.

The "Button Module" window is shown. A [red arrow] points to the "Auto In" button.

Step 2: The black/green icon on the “Auto In” button indicates you are answering “call center" calls.

The "Button Module" window displays the "Auto In" button with a black/green icon, confirming you are actively answering calls.

Status change to temporarily stop answering "call center" calls

Step 1: On the “Button Module”, press the “Aux Work” button.

The "Button Module" window is shown. A [red arrow] points to the "Aux Work" button.

Step 2: The black/green icon on the “Aux Work” button indicates you are no longer answering "call center" calls but are still logged into the "call center”.

The "Button Module" window displays the "Aux Work" button with a black/green icon, indicating you have paused call answering while remaining logged in.

How to log out of the call center

Step 1: On the "Button Module”, press the “Login Logout” button.

The "Button Module" window is shown. A [red arrow] points to the "Login Logout" button.

Step 2: The red/black icon on the “AGENT LOGIN/LOGOUT” button indicates that you are not logged into the "call center".

The "Button Module" window displays the "Login Logout" button with a red/black icon, confirming you are logged out of the call center.