Avaya J169 Manual
Using ip phone sip in a call center
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Also See for J169:
- Installing and administering (203 pages) ,
- Manual (170 pages) ,
- Instructions for use manual (127 pages)
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Summary of Contents for Avaya J169
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Page 1: Call Center
Using Avaya J169/J179 IP Phone SIP in a Call Center Release 2.0 Issue 1 April 2018... - 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 G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE under the applicable law.
- Page 4 AC adapters shipped with the equipment or specified by • Increase the separation between the equipment and receiver. Avaya to be used with the equipment. If you use any • Connect the equipment into an outlet on a circuit different from other equipment, it may cause failures, malfunctioning, that to which the receiver is connected.
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Page 5: Table Of Contents
Sending Call Work Codes ..........................27 Vu Stats ......................27 Viewing Vu Stats ........................28 Supervisor assist ......................... 28 Viewing ASAI UUI ........................29 Call observation April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... - Page 6 Contents ................29 Activating or deactivating call observation ................... 30 Assisting an agent on an observed call April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
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Page 7: 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 about various CC Elite features and their usability in a call center environment. Please note that only Avaya J169/J179 IP Phone support CC Elite feature. -
Page 8: Chapter 2: Phone Icons And Display
Chapter 2: Phone Icons and display Call center related icons The icons of J169/J179 IP phone in a call center setup look similar. The J179 IP phone displays a combination of colored and grayscale icons, but the J169 IP phone displays only grayscale icons. - Page 9 If the incoming call has collected digits information, Digits line the phone displays this icon before the digits. Information Collected digits are digits that the caller entered before reaching you. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
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Page 10: Agent Status Line Display
If the calls traverse multiple VDNs, one of these VDNs is configured as the active VDN for the call. The active VDN controls what information is displayed on the phone that receives the call. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 11: Message Waiting Indicator
Immediately after agent login, the screen displays MWI is indicated for the Agent ID or MWI is indicated for the extension. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 12: Chapter 3: Getting Started
Chapter 3: Getting started Logging in as an agent Before you begin 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. Procedure 1. Press Main menu, and scroll to Features. -
Page 13: Logging Out As An Agent
(RC) to become available. When the configured threshold exceeds, the phone receives a visual as well as audio indication of a full ring cycle. Table continues… April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... - Page 14 Aux Work state while active on a call. When the call is released, the pending state change become effective immediately. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
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Page 15: Chapter 4: Call Center Agents Operations
Before you begin Ensure that you specify a reason by entering a Reason Code. Procedure 1. Press Main menu, and scroll to Features. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 16: Activating Interruptible Auxiliary Work
2. Press one of the following: • Select • OK 3. Scroll to Interruptible Aux Work. 4. Press one of the following: • Select • OK April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 17: Activating Auto In
When you are in Manual In mode, the system automatically changes your status to After Call Work (ACW) as soon as you end the ongoing call. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... - Page 18 5. (Optional) To go back to the ACD available queue, press Manual In mode again. Result The Manual and Available icons appear on the Agent Status line. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
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Page 19: Chapter 5: Call Center Phone Opertions
You can still use the headset to answer the next call. Handling a call by using MDA Before you begin Ensure that the system administrator activates the option for your extension. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 20: Stroke Counts
20 Sending Stroke Counts About this task Use this procedure to send the Stroke Count information to the CC Elite server. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 21: Call Work Codes
2. Press one of the following: • Select • OK 3. Scroll down to Call Work Code. 4. Press one of the following: • Select April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 22: Queue Stats
3. Scroll down to Queue Stats. 4. Press one of the following: • Select • OK Related links Queue Stats on page 22 April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 23: Enabling Wireless Headset Bidirectional Signaling
Changing your Presence status on page 25 Presence icons Presence icons for Avaya J169 IP Phone and Avaya J179 IP Phone look similar, but the icons are colored for Avaya J179 IP Phone and grayscaled for Avaya J169 IP Phone. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 24: Viewing The Presence Status Of Your Contacts
Scroll to Contacts, and press Select. 3. Scroll to the required contact. The phone displays the corresponding presence icon of the contact. Related links Presence on page 23 April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 25: Changing Your Presence Status
Ensure that the Send All Calls feature is activated by your administrator. Procedure 1. Press Main menu. 2. Scroll to Applications, and press Select. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 26: Sending Stroke Counts
20 Sending Call Work Codes Procedure 1. Press Main menu, and scroll to Features. 2. Press one of the following: • Select April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 27: Vu Stats
27 Viewing Vu Stats Procedure 1. Press Main menu, and scroll to Features. 2. Press one of the following: • Select April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 28: Supervisor Assist
2. If the UUI associated with the call is too long to fit in the screen, press Next to see the entire UUI. 3. Press Exit to clear UUI information from the screen. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com... -
Page 29: Call Observation
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 via Avaya Aura System Manager. The phone displays the Service Observe feature status in the Agent Information Line. - Page 30 Ensure that your administrator has configured the coaching feature and you are already observing a call. Procedure While on the call observer line, press the Coach softkey to observe and End Coach softkey to stop observing. April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
- Page 31 SAC when DND is active ........send stroke counts ............20, enabling the Send all Call feature ........25 signaling ................23 stroke counts ............... Supervisor assistT ............... Features April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...
- Page 32 Index UUI information .............. 11, VDN information ............10, Viewing ASAI UUI ..............Vu stats .................27 viewing Queue Stats ............22 Vu stats ................April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center Comments on this document? infodev@avaya.com...