Avaya 9600 Series Using Manual
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Avaya 9600 Series Using Manual

Avaya 9600 Series Using Manual

H.323 phones in a call center
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Using Avaya 9600 Series and J100 Series
H.323 phones in a Call Center
Release 6.8.5
Issue 1
November 2020

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Summary of Contents for Avaya 9600 Series

  • Page 1 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Release 6.8.5 Issue 1 November 2020...
  • 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 MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP:// written consent of Avaya can be a criminal, as well as a civil offense WWW.MPEGLA.COM. under the applicable law. Compliance with Laws...
  • Page 4 • Please only use the connecting cables, power cord, and Industry Canada (IC) Statements AC adapters shipped with the equipment or specified by Avaya to be used with the equipment. If you use any RSS Standards Statement other equipment, it may cause failures, malfunctioning, This device complies with Industry Canada licence-exempt RSS or fire.
  • Page 5 ™ The Bluetooth word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks by Avaya Inc. is under license. Device Usage Consent By using the Avaya device you agree that Avaya, from time to time, may collect network and device data from your device and may use As an ENERGY STAR partner, Avaya Inc.

  • Page 6: Table Of Contents

    Adding an agent greeting using a button-based deskphone .................... 44 Changing existing greetings .................. 45 About agent work modes and states November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 7 Changing agent work mode or status Chapter 5: Customizing the phone.................. 48 .................... 48 Setting the phone screen width .................... 49 Setting the Quick Touch panel November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 8: Chapter 1: Introduction

    Chapter 1: Introduction Purpose This document describes how to use Avaya 9600 Series and J100 Series IP Phones in a Call Center environment. It describes the call center feature and its usability. Please note that call center feature is applicable for 9608/9608G/9611G/9621G/9641G/9641GS and Avaya J100 series models such as J169/J179/J189.

  • Page 9: Chapter 2: Phone Overview

    The 9608, 9608G, 9611G, 9621G, 9641G, 9641GS Deskphone and Avaya J100 Series IP Phones are used in a standard office environment or with Avaya Call Center 3.0 or later releases. The 9621G, 9641G, and 9641GS deskphones are touch-based phones with a color display. The 9611G, 9608, 9608G, and Avaya J100 Series IP Phones are button-based phones.
  • Page 10 Avaya J169/J179 IP Phone supports both JBM24 Button Module or Avaya J100 Expansion Module (JEM24). Avaya J169 IP Phone has a grayscale display, and Avaya J179 IP Phone has a color display. Physical specifications • 8 buttons with red and green dual LEDs •...
  • Page 11 Beacon LED Displays a red light for the following visual alerts: • Incoming call • Voice mail and messages Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 12 Used to mute and unmute the outgoing audio. Handset Used to receive and make calls. Application keys provide direct access to the corresponding applications. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 13: Phone Overview -Avaya J189 Ip Phone

    Displays the list of calls in the Call History list. Phone overview -Avaya J189 IP Phone Avaya J189 IP Phone is a phone for business communications. The primary display of the phone provides 96 buttons by scrolling or paging using the navigation cluster. Optionally, the phone supports up to two Avaya J100 Expansion Module (JEM24).
  • Page 14 • Main menu • Recents • Navigation cluster • Headset • Speaker • Volume • Mute • Drop • Dial pad November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 15 Physical layout Name Description Beacon LED Provides visual alerts for the following: • Incoming call • Voice mail Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 16 • (+) : To increases the volume. • (-): To decrease the volume. Left, Right keys Used to navigate on the Secondary Display screen. Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 17 Avaya IP Deskphone, and Browser. Contacts Displays the entries in your Contact list. Recents Displays the history of all calls. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 18: 9621G, 9641G, And 9641Gs Buttons And Features

    USB cable to connect the device to USB port of your deskphone. Note: The 9621G does not have a USB port. Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 19 The labels and the actions vary depending on the current context. Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 20 X icon to discard any edits and return to the previous screen, retaining the original information. Figure 1: Text Entry Keyboard November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 21 Introduction to the Avaya Call Center agent phones Figure 2: Numeric Entry Keyboard November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 22: 9608 And 9611G Buttons And Features

    USB cable to connect the device to USB port of your deskphone. Note: The 9608 deskphone does not have a USB port. Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 23 The bottom line of the display shows the softkey labels applicable to Labels the information displayed on the screen. Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 24: Logging In And Signing In

    Logging in and signing in Call center agents have two types of logins: • One for the deskphone extension itself called login. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 25: Logging In To Your Deskphone Extension

    1. Enter your extension in the text box on the deskphone display. 2. If you have a touch-based deskphone, tap Enter. If you have a button-based deskphone, press Enter or OK. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 26: Logging Out Of Your Deskphone Extension

    1. Enter your Sign In Feature Access Code using the dialpad. 2. Enter your Agent ID using the dialpad. 3. Enter your Agent Password, if applicable. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 27: Signing Off As An Agent

    Gently pull the display screen all the way towards you and push to return it to the original flat position. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 28: Chapter 3: Navigating The Deskphone

    The icons in the following table indicate the state of a call, navigation choices, or the status of a call center feature or activity. Depending on the action assigned to the icon, the icons can appear November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 29 Notifies you that the system has recorded your Agent Greeting and the greeting is available. (9608, J169) (9611G, 9621G, 9641G, 9641GS, J179, J189) Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 30: Status Alerting

    Note: The icon size might differ for Avaya J189 IP Phone due to bigger screen size. Status alerting The button-based agent deskphone models such as 9608, 9611G, J169/J179, or J189 each call appearance button and feature button has two LEDs, one green and one red, to indicate the status of the call appearance or feature.

  • Page 31: Home Screen And Avaya Menu

    In case of 9608, 9611G, J169/179, or J189 deskphone, the Avaya Menu provides access to those features instead.

  • Page 32: The Home Screen On Touch-Based Phones

    • World Clock: You can see the time and weather in different parts of the world. This Avaya application might not be available on Call Center deskphones.

  • Page 33: Avaya Menu On Button-Based Phones

    Avaya menu on button-based phones Avaya menu on button-based phones You can use the Avaya menu to customize options and settings for your deskphone, add or update agent greetings, access additional web-based applications, get information about your phone and network settings, and log out. For details, see About Agent Greetings on page 38.

  • Page 34: About The Features Menu

    For models with LEDs, the LED next to the feature name indicates if the feature is currently on or off. If the light is on, the feature is on. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 35: Accessing Features Using A Button Module

    Avaya J179 IP Phone supports wireless headsets. Accessing the Features screen About this task Use this task to gain access to the Features screen. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 36 The red LED next to the Feature button blinks while the feature label is displayed on the screen. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 37: Chapter 4: Using The Deskphone In A Call Center

    Using agent deskphones in the call center An agent must understand how the deskphone presents work-related information, including work modes and agent status, call information, and greetings in the applicable models of 9600 Series and Avaya J100 Series phones. Answering a call as an agent...

  • Page 38: Changing Agent Work Mode Or Status

    When you set up a VDN greeting, you must specify the numbers (strings which may be alphanumeric or November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 39: About Call Center Greeting Types

    Supervisors or administrators can prevent agents from setting up their own greetings. If you cannot see a Greetings option on the Avaya menu of 9608, 9611G, J169/179, or J189 or the Home screen of 9621G, 9641G, and 9641GS, your administrator has denied you permission to establish and modify your own greetings.
  • Page 40 Exact match: The data matches exactly the entire incoming call- associated display message. Table continues… November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 41: Adding An Agent Greeting Using A Touch-Based Deskphone

    13 characters. For details on entering text using the keyboard, see Using the on-screen keyboard on page 20 . 5. Tap Next. 6. Tap Record. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 42: Changing The Greeting Type Using A Touch-Based Deskphone

    Left Arrow to cycle back through the types. Notice that the Match Criteria value below the type may change to correspond with the type currently displayed. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 43: Adding An Agent Greeting Using A Button-Based Deskphone

    4. Use the dialpad to enter a label that distinguishes this greeting from other greetings you may already have or will be adding. The Greeting Label can be up to 15 characters. 5. Press Record. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 44: Changing Existing Greetings

    Adding an agent greeting using a touch-based deskphone on page 41 and Changing the greeting type using a touch-based deskphone on page 42. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 45: About Agent Work Modes And States

    Pressing the Mute button twice turns on the mute LED that indicates the deskphone is in an off hook idle state. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 46: About Status Line Information And Icons

    What you see on the status line of the display screen depends on what you are doing at the time. Special icons indicate your status. At times, the deskphone might display more than one icon. Note: The icon size might differ for Avaya J189 IP Phone due to bigger screen size. Icon and text Indicated Status Signed in, in Available mode, and with no Aux Work pending.

  • Page 47: Changing Agent Work Mode Or Status

    The associated LED flashes to indicate you are transitioning into the work mode or state you chose, and then remains lit steadily when the selected work mode or status is active. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 48: Chapter 5: Customizing The Phone

    In this case, if you prefer a split screen, you must turn off large text. 10. Press Save. 11. Press Tap. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

  • Page 49: Setting The Quick Touch Panel

    6. Tap Save to save the setting or Cancel to return to the menu without saving. November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 50 ................9, Greetings changing ............... setting up ..............41, Greetings, about ..............physical layout ..............11, Greeting Type ..............purpose ..................8 November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...
  • Page 51 Telephone display icons about ................28 Using deskphones in the call center about ................37 Wireless headset ..............Work mode ................45 Work state ................45 November 2020 Using Avaya 9600 Series and J100 Series H.323 phones in a Call Center Comments on this document? infodev@avaya.com...

This manual is also suitable for:

J100 series

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