Agent Status Line Display; Incoming Calls Display - Avaya J169 Manual

Phone Icons and display

Agent status line display

The Agent Status line of the phone screen displays the current agent work mode, for example idle,
active, held or attending incoming calls.
Use this chart as a guide to possible agent status line display .
• ACD=Automatic Call Distribution
• ACW=After Call Work
• Auto=Auto In
• Aux=Auxiliary Work state
• DAC=Direct Agent Call
• Man=Manual In
• RC=Reason Code #
Agent Work Mode
Auto or Man
Auto or Man
Auto or Man
Auto or Man
Auto or Man
Auto or Man
Auto or Man

Incoming calls display

An incoming call displays the information about the call type as configured for your system.
VDN information
According to the vector programming configuration for your system, an incoming call may traverse
multiple VDNs(Vector Directory Number) or stay within the original VDN that received them.
Note:
A Vector Directory Number (VDN) is a contact number in CM that is used as a point of entry of
a call into a Call Center. In many cases, it is the mapping of an 1–800 telephone number that
a caller dials to access the services provided by a Call Center.
If the calls traverse multiple VDNs, one of these VDNs is configured as the active VDN for the call.
The active VDN controls what information is displayed on the phone that receives the call.
April 2018
Agent Status icon Description
You are ready to receive DAC or ACD calls.
You have an incoming ACD call.
You have an incoming DAC call.
You are on an ACD call.
You are on a DAC call.
You have an ACD call on hold.
You have a DAC on hold.
Using Avaya J169/J179 IP Phone SIP in a Call Center
Comments on this document? infodev@avaya.com
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