Agent Status Line Display - Avaya J179 Manual

Icon

Agent Status line display

The Agent Status line of the phone screen displays the current agent work mode, for example idle,
active, held, or attending incoming calls.
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
Icon name Where it
appears
On Call Agent Status
line
Held Call Agent Status
line
Queue Stats Agent
Information
line
Time in Queue Stats
Queue feature button
Threshold
Warning
Call Queue Stats
Threshold feature button
Warning
Collected Agent Status
Digits line
Information
Using Avaya J169/J179 IP Phone SIP in a Call Center
Comments on this document? infodev@avaya.com
Description
The phone displays this icon when you are active
on a call. When you receive an ACD or DAC call,
the icon displays the respective text, ACD or DAC,
horizontally.
The phone displays the On ACD Call icon during an
active call, otherwise, it displays, the On Non-ACD
Call icon.
The phone displays this icon when you have placed
a call on hold. When you place an ACD or DAC call
on hold, the icon displays the respective text, ACD
or DAC, horizontally.
The phone displays this icon when you activate
Queue Stats.
The Clock icon appears before the oldest call time
and the Calls icon appears before the number of
calls in the queue.
The phone displays this icon to indicate when the
time threshold for the oldest call in the queue has
been reached.
The phone displays this icon when the number of
calls in the queue has reached the maximum
configured by your system administrator.
If the incoming call has collected digits information,
the phone displays this icon before the digits.
Collected digits are digits that the caller entered
before reaching you.
Agent Status line display
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