Agent Phone Controls - Avaya IP Office User Manual

5.5 Agent Phone Controls

IP Office Customer Call Reporter tracks your status through your phone extension. Many of the states it reports are
automatically determined by the system but you may be able to control the following key states through your phone.
Note that not all these features may be available to you and those that are may have been configured using different text
labels or dialing codes.
Logging In
· 119
The state 'Logged In' refers to being logged onto a phone on the telephone system and therefore able to start
receiving and making calls. In order to login you need to know your extension number and your login code. When
you login at an extension, your user settings are applied to that phone. If the extension has a normal user, they
are logged off while you are logged in. If you were previously logged in at another extension, you are
automatically logged off from that extension.
Logging Out
· 120
Logging out stops you from receiving any further calls. If the log off is successful you will either see the name of
the phone's normal user on the display or NoUser.
After Call Work
· 121
Busy Not Available
·
Queue Membership
·
Phone Manager
· 124
A range of other phone controls and their effects on statistics are discussed in the
Bridged Call Appearances
·
Call Pickup .
· 183
Do Not Disturb
· 184
Call Coverage
· 184
Follow Me .
· 185
Forwarding Calls
·
Internal Twinning
·
Line Appearances
·
Mobile Twinning
·
Transferring Calls
·
Voicemail .
· 180
Programmable Button
Most Avaya phones have a number of programmable buttons which can be used for special functions which can include
functions specific to IP Office Customer Call Reporter. Buttons can be provided by the telephone system maintainer for
logging in, logging out, enabling/disabling group membership and controlling busy not available and after call work.
Short Code
Various IP Office functions can be programmed against sequence of numbers that can be dialed from user phones. This
includes functions used by IP Office Customer Call Reporter agents.
CCR 1.0 User Guide
IP Office
122
123
.
183
.
.
.
185
.
186
.
186
.
186
.
149
Call Scenarios section. They are:
142
15-601130 Issue 1k (22 May 2009)
Page 118