Entering Call Work Codes; Viewing Queue Stats - Avaya 9608 Manual

Call Center Deskphone operations

Entering Call Work Codes

About this task
The Call Work Code feature allows you to enter a Call Work Code, if configured by your system
administrator. The Call Work Code can be up to 16 digits in length.
To enter Call Work Codes, you must be logged in and be in one of the following states:
• Active on an ACD or DAC call
• ACW state after disconnecting from a call
• Timed ACW state after disconnecting from a call
Procedure
1. Press the right or left navigation arrows to access the Features list.
2. From the Features list, select Call Work Code using the up or down navigation arrows.
3. Press Select, or press the OK button.
4. Enter the code.
5. Press Enter or press the # key, or press the OK button.
Result
The Call Work code is sent to the CC Elite server.

Viewing Queue Stats

About this task
The Queue Stats feature displays the following information on the deskphone screen for 10
seconds:
• The configured name of the skill group associated with the Queue Stats feature button
• Time of the oldest call in queue
• Number of calls in queue
The Queue Stats feature button label is displayed as Queue Stats followed by the skill number in
brackets; for example, Queue Stats (4).
Procedure
1. Press the right or left navigation arrows to access the Features list.
2. From the Features list, select Queue Stats using the up or down navigation arrows.
3. Press Select, or press the OK button.
Result
The Queue Stats are displayed on the Agent Information line.
June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents
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