Notes

first of all
there is VMware application on the desktop, click on that
then login using BP ID
then open EINSTEIN 360 and ACSR
then open CTI tool using AWAYA ID
then their is icon of guy in blue t-shirt click on that and choose AUTO-IN
then we are ready to take calls
[Log in to your PC.
Sign in to the AVAYA IP or AVAYA ONE X application. OneCTI should connect automatically.
If successful, then One(1) icon displays in the system tray (bottom-right corner of the screen).
If the icon does not display, see the steps for resolving Err403.
Load any additional applications.]

for Transfer of calls
there is icon on the top with green arrow, click on that,
and then check whether the customer is authorized or not
then click in FILTER
and there will be a list of departments along with waiting time
if the waiting time if less than 1 minute then we choose WARM TRANFER
if the waiting time is more than 1 minute, then choose COLD TRANSFER
Transfer a Call
Click the transfer icon on the toolbar at the top of the screen.


Verify and complete the information on the Filter Options window to provide the transfer destination party a screen pop with the most relevant customer information available.
Enter the Account Number into the provided field. If the account number is not available, filter by ZIP Code.
Screenshot of the Filter Options window. The Account Number has a radio button and field to input the information. The Zip Code option is beneath Account Number.

Select the level of authentication completed.
Screenshot of the Filter Options window. It says,
​
Click Filter.
Choose the Account Type (Residential, Business Services, Bulk).
Choose the language preference (English or Spanish).
Select the appropriate destination group from the Destination window.
Enter the account number if required (e.g., transferring to IVR for payment).
Screenshot of the ONE Care Transfer Tool window with Destination options displayed.

If the destination is closed, it'll be highlighted in red and show the next time the queue will open.
Screenshot of the One Care Transfer Tool window with a closed Destination option highlighted in red.
Click image to enlarge.

If the destination is highlighted in green, it’ll show the estimated wait time (EWT), and if less than 30 seconds, you’ll be able to warm transfer the call. If no EWT is available, EWT will display N/A.
Screenshot of the One Care Transfer Tool window with a Destination option highlighted in green. The EWT is to the right of the Destination.
Click image to enlarge.

Select the transfer type:
Warm Transfer:
Click the Warm Transfer button.
Screenshot of the ONE Care Transfer Tool window. The Warm Transfer button is in the lower right corner.

Speak with the agent following the warm transfer call guidelines.
Click the Transfer icon to complete the transfer.
Screenshot. The Transfer icon is a small person and is highlighted.

When selecting a destination with a wait of less than 30 seconds, you won’t be able to hang up/release the call for eight seconds while the transfer is set up with another agent.
Screenshot of a transfer in progress.

Cold Transfer:
Explain the transfer to the customer.
Click the Cold Transfer button.
Note: This option is not available if the EWT is less than 30 seconds.
Screenshot of the ONE Care Transfer Tool window. The Cold Transfer button is in the bottom right corner, to the left of the Warm Transfer button.

Conference with Agent – No Transfer:
Click the Warm Transfer button.
Speak with the agent.
Click the Disconnect icon once done speaking with the other agent.
Screenshot. The Disconnect button is a red circle with a white X inside it.

Click the Reconnect Call icon to return to the customer.
Screenshot. The Reconnect Call icon is a green circle, highlighted.
​
Click on the Dial pad icon.
Input the number that you wish to dial using either:
The dial pad with the mouse.
The keyboard number pad.
Click Dial or hit Enter on the keyboard.
What To Handle
What You Handle Details
Billing and Collections questions

You don’t handle credit requests for employee accounts.

Questions and order entry for:

New connects, including Xfinity Home and Xfinity Mobile
Disconnects
Changes of Service
Transfers of service
You don’t handle:

Disconnects for Xfinity Mobile and Internet Essentials.
Replacing or upgrading a device on an existing Xfinity Mobile line.
Transfers of service outside of the Central Division.
Order entry for employee accounts.
Simple billing questions for employee accounts Refer to the employee accounts section for other questions or requests.
Appointment rescheduling and escalations
Use Enterprise Case Management (ECM) for escalations.
See the steps in Einstein 360 to reschedule an appointment.
General Information
You can provide information on:

Our Xfinity Retail Stores.
Our products, like their features and benefits.
Xfinity Communities (Bulk) customers
All the When to Transfer guidelines below are also applicable to Bulk customers.

If a property owner or manager calls to change the service for the community they manage, refer to the Bulk Master Account Change Request process.

Spanish-speaking customers
All the transfer destinations in this article have a Spanish option in OneCTI to use upon request.

Affordable Connectivity Program (ACP) questions
You can answer all ACP questions, including walking your customer through how to apply or enroll in the program and billing concerns after enrolling or being de-enrolled.

For more details, visit these articles:

Helping New Customers with the ACP
Helping Existing Customers Enroll in ACP
Handling ACP Application Inquiries
ACP Enrollment for Customers with Collection Issues
Handling ACP Billing Inquiries
Handling ACP De-Enrollment Inquiries

FOR BREAK
click on the AUX icon (on the top)
there will be list if different kind of breaks
choose option 1 for BIO BREAK(option name is BREAK)
for meal, option 9( option name is LUNCH)