Chapter 5: Call Center Phone Operations; Answering A Call - Avaya J179 Manual

Chapter 5: Call Center phone operations

Answering a call

About this task
When you receive an 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:
• Press Answer to answer the call.
• Press Ignore to silence the alerting without answering the call.
2. Press End Call 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 appears before the digits.
If the incoming call has user-to-user information associated with it, the UUI feature button lights.
When you press the UUI feature button, the phone displays UUI on the Agent Information line,
with the UUI icon appearing before the call information. The UUI 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 phone uses the Vector Directory Number (VDN) name
feature and displays certain information about the caller on the phone screen.
To use a headset to answer the calls, connect the headset to the phone, and press the Headset
button. The handset is deactivated and the Headset button lights.
Note:
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
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