Chapter 3: Call Center Deskphone Operations; Answering And Ending A Call - Avaya 9621G User Manual

Chapter 3: Call Center Deskphone

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:
2. Tap 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 (
If the incoming call has UUI information associated with it, the UUI Info button is lit. When you
press the UUI Info button, the Deskphone displays the UUI information on the Agent
Information line, with the UUI icon (
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 Deskphone uses the Vector Directory Number (VDN)
name feature and displays certain information about the caller on the Deskphone display
screen.
®
Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide
operations
• Tap Answer to answer the call.
• Tap Ignore to silence the alerting without answering the call.
) appears before the digits.
) appearing before the call information. The UUI
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