Handling Calls And Conferences Using Multiple Device Access; Stroke Counts - Avaya J179 Manual

Handling calls and conferences using Multiple Device
Access
Before you begin
Ensure that the system administrator has activated the Multiple Device Access feature (MDA) for
your extension.
Procedure
1. Initiate a call from your phone.
2. To transfer the call to another phone, press Bridge on your phone. To transfer the call to
another phone, press Bridge on your phone.
The bridged call appears on the second MDA phone. The Limited Service icon might
appear briefly if your MDA phone joining the call has a different signaling mode address
family. This will disappear automatically after the MDA phone joining the call switches and
starts using the existing calls signaling mode address family.

Stroke counts

Your administrator can define up to nine different customer-related events using keys 0 through 9
using the Stroke Counts feature.
Note:
Audio quality issues are tracked using Stroke Count 0. You can enter the stroke count while
in any agent state or work mode.
Use these pre-defined keys to report the number of times that a particular event occurs. On a
single call, you can send any of the configured stroke counts and repeat them as many times as
the incident occurs.
You can enter a stroke count in one of the following states:
• Active state on an ACD or DAC call.
• ACW state after disconnecting from a call.
• Timed ACW state after disconnecting from a call.
The phone displays INVALID STATE on the Top line and you cannot see the stroke information, if
you are not in one of these states. Also, the LED associated with this feature or the touch phone
equivalent flutters.
Your Feature screen displays Stroke Count (#), where # is the number from 0 to 9 that your
system administrator has defined for specific customer events.
Related links
Sending stroke counts
January 2020

Handling calls and conferences using Multiple Device Access

on page 22
Using Avaya J169/J179 IP Phone SIP in a Call Center
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