Assisting An Agent On An Observed Call; Limit Incoming Calls; Activating Limit Incoming Calls - Avaya J189 Instructions Manual

Advanced features
Before you begin
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Ensure that the Service Observe feature is active.
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Procedure
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To deactivate Service Observe, perform one of the following:
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• While on the Call Observation line, press the EndCall softkey.
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• Answer an incoming call.
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• Select an idle Call Appearance line.
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• Change to an on-hold call.
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• Go on-hook.
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• Log out.
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• Press Hard Release Key.
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Assisting an agent on an observed call

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About this task
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You can assist an agent whose call you are observing by choosing Talk mode. If you choose Talk,
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you can talk to the caller and the agent.
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Before you begin
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Ensure that your administrator configures the Talk feature and you are already observing a call.
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Procedure
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While on the Call Observation line, press the Talk softkey to talk to your agent and the caller.
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Limit Incoming Calls

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With the Limit Incoming calls feature, you can limit the number of concurrent calls and change the
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call appearance. When you activate the feature, the multiple call appearance changes to a single
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call appearance, and the following is observed:
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• When you are on a call, if you receive another call, the second caller gets a busy tone. If the
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Busy Station Call Log feature is enabled, this call is logged as a missed call in the call log.
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• In Autodial mode, when you dial a number, if your phone receives a call, the phone logs this
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incoming call as a missed call in the call log.
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Activating Limit Incoming Calls

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About this task
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You can activate the Limit Incoming Calls feature to limit the number of incoming calls and change
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multiple call appearance to a single call appearance.
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October 2022
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Using Avaya J189 SIP IP Phone in Avaya Aura
DRAFT—October 5, 2022—8:17 AM (UTC+00:00)
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