Chapter 12: Broadworks Call Center - Avaya J159 User Manual

Chapter 12: BroadWorks Call center

You can use the BroadWorks call center feature using the following IP Phone models:
• Avaya J159 IP Phone
• Avaya J169/J179 IP Phone
The administrator enables the call center feature.
Depending on your requirement and the user license, the administrator assigns you to one of the
following call centers:
• Basic call center: Support a simple call distribution and queuing scenario for a small work
group. Inbound calls are distributed based on the agent's line state.
• Standard call center: Support a normal call center environment with flexible routing options and
the agent's workflow includes the ACD states.
• Premium call center: Support the most advanced set of routing and call management options
for a formal call center environment. It supports ACD states, disposition codes to associate with
ACD calls, and outbound calling.
Related links
Logging in to the phone
Logging out of your phone
Call center status
Viewing the call center status
BroadWorks Call Center icons
ACD call information
Viewing the ACD call information from the call details
Setting the agent state
Agent state on page 104
Customer originated trace
Escalation calls to supervisor
Emergency escalation
Call disposition codes
Hold reminder on page 109
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Using Avaya J159 IP Phone in an Open SIP environment
Comments on this document? infodev@avaya.com
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