OBi1000 User Guide
Copyright Obihai Technology
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Customer Originated Call Trace
An
agent can start a call trace upon request by the caller during the call by pressing the “Trace” soft
key, which is
available when the call is in the Connected State.
Escalation
An agent can escalate the current call to a specific supervisor or the predefined default supervisor by selecting the
“Escalate” soft key that is available when the call is in the Connected State. After pressing “Escal
at
e”, the agent has
a chance to enter a specific supervisor extension, or skip that to use the default supervisor extension.
Call Center Information
When the call center sends a call to the phone, it may include some basic information about the call center. Such
information, if available, is displayed with the Ring Alert message for the incoming call. The call center information
that can be displayed is:
Call Center name
Call Center user ID
Average waiting time
Number of calls in the queue
Guest Login/Logout for Hot Desk environments (Hoteling)
This feature is also known as a Hoteling or Hot Desk feature on some Soft Switches and PABXs. The phone may be
set up to be used temporarily by a guest, such as a visiting employee or temp worker or by multiple workers who
share the same desk, such as in shift-work and rostered/rotored environments. To use this feature, the admin must
assign a feature key with the Hoteling function. The guest can press the hoteling feature key, enter their user
credentials and start using the guest phone for as if it were their own extension until logged out (either manually or
via server-triggered logout).
Emergency Calls
Your phone admin may designate one or more numbers as emergency numbers. When the phone detects that you
are calling one of those numbers, it applies the emergency call treatment to that call for the duration of the call:
You cannot hold or end the call; only the remote party can end it
You can start the call with the headset; but you cannot switch to use a headset subsequently after the call
is started. You can only switch between the handset and speakerphone
You cannot start or resume any other calls
You cannot press the Home or Cancel key to get to the Home screen to start another App
Call waiting is disabled
All the feature keys are disabled
Call Diversion History
Sometimes an incoming call is sent to the user extension after being call forwarded one or more times at other
extensions. Each of these call forward instances is referred to as a diversion. When the soft switch sends the
incoming call to the user
’
s phone, it may include the diversion history of the call, if any. OBi1000 shows the call
diversion history in the call item of the Calls App, if available.
User Settings Synchronization with the Service Provider
There are some service provider features that have settings configurable by the end-user. For example,
Call Forward: User can enable or disable the service, or set the call forwarding number from the phone GUI,
or using a feature key or soft key
Do Not Disturb: User can enable or disable the service from the phone GUI or using a feature key or soft
key
ACD Agent State: User can sign on/off or change the available/unavailable state from the phone GUI or
using a feature key or soft key
