Installing / Accessing Avaya

Installing / Accessing Avaya

Getting Started with Avaya CX1

Welcome! This article will provide essential information on how to log into your Avaya SoftPhone Tool to interact with customers on your selected Client or Project within the Omniverse. Please review the information below or quickly jump to a section using the Table of Contents located on the right-hand side of this Article. 


Accessing your Avaya Workspace

Depending on the Client or Project you have selected within Omni, you will have a specific way to access your Avaya Workspace, the instructions contained below, are the general login procedures as defined by Avaya themselves. Please Note: Client or Project Specific Logins may differ, please reach out to your Client or Project Support or GPS for more detailed information. 
  1. To begin first you will launch a new Web Browser Tab or Window
    Please Note:Google Chrome is the suggested Web Browser option within the Omniverse. 

  2. You will then enter the Web Address provided to you by your Client or Project Support or GPS into the Address Bar.

    1. Please Note: The Web Address used within the image above is the GENERAL Avaya Login Page and will not necessarily be the Login Screen that you will see once you have entered your Client or Project's Avaya Web Address. 
  3. Once you have entered your Client or Project's Avaya Web Address, you should see a Login Screen similar to the one below. 

    1. Please Note: This MAY NOT be the exact Avaya Login Screen you will see. 
  4. Once you have Signed in, you will then verify your Profile and Station ID on the following Screen; after verifying your Profile and Station ID you will then click 'Activate'

  5. After clicking activate a pop-up window asking you to allow Avaya access to your Microphone will pop-up on the top left-hand side of your screen. Please click 'Allow' within the pop-up. 

  6. After Clicking 'Allow' for your Microphone, you will then click 'Activate' again.

  7. After a successful login, the home screen below should populate.

    1. Please Note: This MAY NOT be the exact Avaya Home Screen you see, but may be something similar. 

Earning Revenue - Starting Work in Avaya

Once you have successfully logged into your Workspace you can now 'Start Work' in Avaya to accept calls and Earn Revenue for your business. To 'Start Work' please follow the instructions below. 
  1. In the top right-hand corner of your Browser, you will see the Agent Workspaces, Workspaces, or Web Workspace drop down menu. Click on the drop-down Arrow. 

  2. Click on the 'Start Work' Option
    1.  
  3. You will know that you have successfully 'Started Work' once you see the green 'Ready' status in the lower right-hand corner of your screen. 

  4. The easiest option to 'Start Work' and earn revenue for your business is to click on the 'Start Work' option located in the middle of the Avaya Home Page. 

  5. To verify you have successfully 'Started Work', you will see the Green Ready Status in the lower right-hand corner of your web browser. 

Using the Avaya Interface

With the innovative interface contained within Avaya, you are able to complete a number of tasks within the SoftPhone. Please review the information below to see the actions you can complete within Avaya. 

Answering a Call in Avaya

Manual In Mode

  1. After you have 'Started Work' and entered a 'Ready' Status Avaya now knows that you are ready to recieve calls or customer interactions. You will need to verify which 'Mode' you were logged into. To do this, Hover over the icon to the immediate left of your 'Ready' Status.

  2. The instructions here will contain information for the Work Mode 'Manual In' Verify that your Avaya says 'Manual In' when hovering over the icon.

  3. In 'Manual In' Mode you will have to MANUALLY Accept calls that come into your SoftPhone. To do this you will click on the 'Green Phone Icon' that appears on your interaction pop-up.
    1. Call Coming In
    2. Clicking to Answer the Call

Unanswered Calls

If you are in 'Manual-In' Mode and choose not to Answer an Income Call, Avaya will automatically send the incoming call back to the queue and place you in a 'Not Ready' Status. 
Please Note: Not Answering Calls can be viewed as 'Call Avoidance' if done excessively and can lead to removal from the Project or Omni Platform. To see what an Unanswered Call looks like please view the process below. 
  1. Call Coming in; this pop-up card is usually located in the top left-hand corner of your web browser. 

  2. If the call is not answered within the specified time limit, the call interaction pop-up will disappear and you will see your Status change to 'Not Ready' in the lower right-hand corner. 

  3. To begin receiving calls again you will need to click on Agent Workspaces or Workspace drop-down in the top right-hand corner. 

  4. Once the drop-down menu opens you will click on the 'Go Ready' option.

  5. Please make sure that you are accepting or answering calls on time as they come in.

Ending Work for the Day in Avaya

Now that you have learned how to Start Work, and understand the basics of the Avaya Interface, your final mission is to know how to log out of the Avaya Softphone once you are ready to end your work day. 



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