Call Disposition Codes; Entering Disposition Code - Avaya J159 User Manual

BroadWorks Call center
7. Press Select.
Next steps
The selected supervisor is added to the call.
The server adds an available supervisor to the call.
Related links
Emergency escalation

Call disposition codes

Call disposition codes are available in the premium call centers to address multiple scenarios
related to the call center calls. For instance, to capture the result of the call, the call disposition
could be the following: Requires Follow-Up, Issue Resolved or Contacted Sales Rep. The system
administrator defines the disposition codes for a call center. The agents can enter these codes
either during the call or only in a call wrap-up state.
Note:
The phone refreshes every 30 minutes to load if there are any new disposition codes, or to
load the values immediately you can restart the phone.
Related links
BroadWorks Call center

Entering disposition code

Entering disposition code
About this task
Depending on the type of the active call, you can enter the disposition code to categorise a call.
You can enter the disposition codes during an active call or only in a call wrap up state.
Before you begin
Ensure that you are assigned to a premium call center.
Ensure that your administrator has defined the disposition codes for your call center.
Ensure you are entering the disposition codes for a call center call.
Procedure
1. Press the Main menu.
2. Scroll to Features, and press Select.
3. Scroll to Disposition code, and press Select.
April 2020
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Using Avaya J159 IP Phone in an Open SIP environment
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