Avaya J100 Series Installing And Administering page 209

details of the configured supervisors using the XSI connection. If the phone does not have the XSI
connection, you can use the 46xxsettings.txt file or the web interface of the phone.
Agent
The call center agent is a user who either periodically receives ACD-related calls along with direct
inbound calls or who handles a high volume of inbound ACD calls in addition to making outbound
calls. Using the BroadWorks web portal you can configure the agents of a call center and assign
them to the call center and the supervisors.
For more information, see
Related links
Configuring Settings
Customer originated trace
Agents can initiate a call trace on obscene, harassing, or threatening call by using the Customer
originated trace feature. They can initiate the feature on an active call or an immediate last call.
You can enable the feature from the BroadWorks web interface. For more information, see
supportcenter.broadsoft.com/
Escalation calls to supervisor
The agents can escalate a call to their supervisors using the Escalation feature. You must assign
the agents to the call center and the supervisors. The agents can choose the supervisors from the
list of assigned supervisors during escalation.
Note:
If the BroadWorks call center feature is disabled, the agent cannot involve a supervisor in the
escalation call.
Emergency escalation
In case of an escalation while handling a call center call, the call center agents can escalate an
active call immediately to their supervisors using the Emergency escalation feature. You have to
assign the agents to the call center and to the supervisors. The agents can choose the
supervisors from the list of assigned supervisors during escalation.
Note:
If the BroadWorks call center feature is disabled, the agent cannot involve a supervisor in the
escalation call.
Call disposition codes
Call disposition codes are available to the agents of the premium call centers to address multiple
scenarios related to the call center calls. For instance, the agent can capture the result of a call,
the call disposition could be the following: Requires Follow-Up, Issue Resolved, or Contacted
Sales Rep etc. You can configure the call disposition codes using the BroadWorks XSI. If the
April 2020
https://supportcenter.broadsoft.com/
on page 125
Installing and Administering Avaya J100 series IP Phones in an Open SIP
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environment
Feature configuration
https://
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