Chapter 2: Phone Icons And Display; Call Center Related Icons - Avaya J169 Manual

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.
The following table lists the icons of J179 IP phone.
Icon
April 2018
Icon name Where it
appears
After Call Agent Status
Work line
Pending ACW Top Line
display
Aux Work Agent Status
line
Pending Aux Top Line
display
Available Agent Status
line
Pending Top Line
Available display
Forced Top Line
Logout display
Using Avaya J169/J179 IP Phone SIP in a Call Center
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Description
The phone displays this icon when you activate
ACW.
Use this state when you are performing any after
call-related work, such as filling in paperwork after
an ACD call.
The phone displays this icon when you activate
ACW when you are active on a call.
The phone displays this icon when you activate Aux
Work.
Enter this state when you are performing non-ACD
activities such as taking a break, or placing an
outgoing call. You may need to enter a Reason
Code for entering the Aux Work state if this
requirement is configured by your system
administrator.
The phone displays this icon when you activate Aux
Work while you are active on a call.
You are available for any incoming call.
The phone displays this icon when you are not
active on a call, in ACW, or in Aux Work.
The phone displays this icon when you are
changing your state to Available from Aux Work or
ACW and you are active on a call.
The phone displays this icon when Forced Logout is
active for your Agent ID.
Table continues...
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