Avaya J179 Manual
Using sip in a call center
Hide thumbs
Also See for J179:
- Using instruction (92 pages) ,
- Use manual (85 pages) ,
- User manual (57 pages)
Related Manuals for Avaya J179
Summary of Contents for Avaya J179
- Page 1 Using Avaya J169/J179 IP Phone SIP in a Call Center Release 4.0.4 Issue 1 January 2020...
- Page 2 RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU the express behalf of Avaya. End User agrees to indemnify and hold AND ANYONE ELSE USING OR SELLING THE SOFTWARE harmless Avaya, Avaya's agents, servants and employees against all WITHOUT A LICENSE.
- Page 3 PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED written consent of Avaya can be a criminal, as well as a civil offense THE H.264 CODEC OR H.265 CODEC, THE AVAYA CHANNEL under the applicable law.
- Page 4 The handset receiver contains magnetic devices that can AC adapters shipped with the equipment or specified by attract small metallic objects. Care should be taken to avoid Avaya to be used with the equipment. If you use any personal injury. other equipment, it may cause failures, malfunctioning, Industry Canada (IC) Statements or fire.
- Page 5 Device Usage Consent television reception, which can be determined by turning the By using the Avaya device you agree that Avaya, from time to time, equipment off and on, the user is encouraged to try to correct the may collect network and device data from your device and may use interference by one or more of the following measures: such data in order to validate your eligibility to use the device.
-
Page 6: Table Of Contents
Viewing Vu Stats ........................27 Supervisor Assist ........28 Viewing Adjunct/Switch Application Interface User-to-User Information ........................28 Service Observe ....................29 Activating Service Observe January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... - Page 7 ................30 Assisting an agent on an observed call .................. 30 Long-term acoustic exposure protection ............30 Configuring Long term acoustic exposure protection January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
-
Page 8: Chapter 1: Introduction
Chapter 1: Introduction Purpose This document describes how to use Avaya J100 Series IP Phones in a Call Center environment. ® It also describes various Avaya Aura Call Center Elite features and their usability. ® Please note that only Avaya J169/J179 IP Phones support Avaya Aura Call Center Elite feature. -
Page 9: Chapter 2: Phone Icons And Display
Your Phone screen displays the information about your phone, agent settings, and the information about incoming calls. The screen color and the display of icons depend on the phone model. The display of Avaya J169 IP Phone is grayscale, while Avaya J179 IP Phone is a color display phone. -
Page 10: Call Center Related Icons
Phone icons and display Call Center related icons The icons of the Avaya J169/J179 IP Phones in a Call Center setup look similar to each other. The Avaya J169 IP Phone has grayscaled icons and the Avaya J179 IP Phone has color icons. -
Page 11: Agent Status Line Display
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 January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 12: Incoming Calls Display
UUI details. The UUI icon is used to distinguish UUI from other call information, such as collected digits. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 13: Message Waiting Indicator
Immediately after agent login, the phone screen displays MWI is indicated for the Agent ID or MWI is indicated for the extension. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 14: Chapter 3: Getting Started
If you are not on a call, you are logged out from ACD regardless of which agent state you are in. Table continues… January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 15: Logging In To The Phone
Logging in to the phone About this task ® To log in as an agent, your extension must be registered to the Avaya Aura network and you must have your agent ID and password. Before you begin Ensure that your administrator assigns you with your agent ID and password. -
Page 16: Logging Out Of The Phone
1. Press Main menu, and scroll to Features. 2. Press Select. 3. If configured by your system administrator, enter the Reason Code for logout. 4. Press Enter. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 17: Chapter 4: Call Center Agent Operations
3. Scroll to Aux Work. 4. Press Select. 5. If your system administrator has assigned you with a forced reason code, enter the Reason Code. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 18: Activating Interruptible Auxiliary Work
The configuration is available either with the Auto In feature or the Manual In feature. Procedure 1. Press Main menu, and scroll to Features. 2. Press Enter. 3. From the Features list, scroll to Auto In. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 19: Activating Manual In
5. To go back to the ACD Available queue, press Manual In mode again. Result The Agent Status line displays the Manual and Available icons. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 20: Chapter 5: Call Center Phone Operations
If you press the End Call 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. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 21: Handling Calls And Conferences Using Multiple Device Access
Your Feature screen displays Stroke Count (#), where # is the number from 0 to 9 that your system administrator has defined for specific customer events. Related links Sending stroke counts on page 22 January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 22: Sending Stroke Counts
Call Center phone operations Sending stroke counts About this task ® Use this procedure to send the stroke count information to the Avaya Aura Call Center Elite server. Procedure 1. Press Main menu, and scroll to Features. 2. Press Select. -
Page 23: Queue Stats
Note: Headset Signaling setting is used to configure only DECT headsets and cannot be applied to Bluetooth headsets. Procedure 1. Press Main menu. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 24: Presence
Changing your Presence status on page 25 Presence icons Presence icons for Avaya J169 IP Phone and Avaya J179 IP Phone look similar, but Avaya J169 IP Phone has grayscaled icons and Avaya J179 IP Phone has color icons. Icon... -
Page 25: Viewing The Presence Status Of Your Contacts
The phone displays the corresponding Presence icon of the contact. Related links Presence on page 24 Changing your Presence status Before you begin Ensure that the feature is activated by the administrator. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 26: Redirecting Calls When Do Not Disturb Is Active
4. Scroll to Presence Integration, and press Select. 5. Scroll to DND invokes SAC. 6. Press Change, and set the value to Yes. 7. Press Save. January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 27: Vu Stats
The phone displays the Supervisor Assist feature button label as Assist (#), where # is the skill ® number. However, the skill number may be blank. If the skill number is blank, Avaya Aura Call Center Elite determines the appropriate skill number to be associated with the Supervisor Assist call. -
Page 28: Viewing Adjunct/Switch Application Interface User-To-User Information
• By-Location: Activates the feature in Listen-Only mode for a VDN. You must provide a VDN and a location ID. You can observe the call only when the agent at the required location connects. You can change between Talk and Listen-Only modes, if configured on the Avaya ®... -
Page 29: Activating Service Observe
• Select an idle Call Appearance line. • Change to an on-hold call. • Go on-hook. • Log out. Related links Service Observe on page 28 January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... - Page 30 28 Long-term acoustic exposure protection Avaya J100 Series IP Phones have the long-term acoustic exposure protection, to protect the ears of the users from the acoustic shocks. This feature reduces the loud volume of the conversations on the phone call to permissible acoustic limits. The user can set the permissible acoustic limit to dynamic or predefined static values.
- Page 31 • Default • Off • Dynamic • 4 hours • 8 hours 6. Press Save. Related links Long-term acoustic exposure protection on page 30 January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
- Page 32 ......30 Queue Stats ..............11, Quick Touch panel ..............display icons ................ RONA information ..............12 enable wireless headset ............January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
- Page 33 ............... UUI information ..............12, VDN information ............12, Viewing ASAI UUI ..............Vu stats .................27 viewing Queue Stats ............23 Vu stats ................January 2020 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...