Chapter 5: Call Center Phone Opertions; Answering And Ending A Call; Handling A Call By Using Mda - Avaya J169 Manual

Chapter 5: Call Center phone opertions

Answering and ending a call

About this task
When you are logged in, available, and receive an incoming ACD call, the phone displays a string
of up to 16 digits on the Agent Information line, if collected digits are associated with the call.
Procedure
1. When you receive an incoming call, you can:
• Press Answer to answer the call.
• Press Ignore to silence the alerting without answering the call.
2. Press Release to end the ongoing call.
Result
If the incoming call has collected digits information, it is automatically displayed on the Agent
Information line. The Information icon appears before the digits.
If the incoming call has UUI information associated with it, the UUI Info button is lit. When you
press the UUI Info button, the phone displays the UUI information on the Agent Information line,
with the UUI icon appearing before the call information. The UUI information replaces the collected
digits information for a short period of time before returning to display the collected digits
information.
When you receive an incoming call, the phone uses the Vector Directory Number (VDN) name
feature and displays certain information about the caller on the phone display screen.
To use a headset to answer the calls, connect the headset to the phone, and press the Headset
button. The handset is deactivated and the Headset button is lit.
Note:
If you press the Release softkey to end the call, the light on the headset button might turn off.
You can still use the headset to answer the next call.

Handling a call by using MDA

Before you begin
Ensure that the system administrator activates the option for your extension.
April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center
Comments on this document? infodev@avaya.com
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