Copyright 2010-2015 Obihai Technology, Inc.
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Disposition Code
A disposition code can be entered by an agent for the current call that is still ongoing or for the last call that has just
ended. For the first case, the agent selects the Dispose
Code
soft key that is available when the call is in the
connected state. The agent then enters the code and submits it while talking to the caller. For the latter case, the agent
can press the feature key that has been assigned the
Disposition Code
function right after the call, then enter
and submit the code.
To use this feature on the phone, you must enable the option
SPn Service – Network Provided
Services
::
DispositionCode
. The option only applies to calls on the same SP service.
Customer Originated Call Trace
The agent can start a call trace during the call by pressing the
Trace
soft key when the call is in the Connected state;
the actual call trace function is executed entirely on the soft-switch after invocation from the phone. To use this
function on the phone, you must enable the option
SPn Service – Network Provided Services
::
CallTrace
. The option
only applies to calls on the same SP service.
To start a call trace outside the context of a call, the administrator can define a speed dial feature key with the
following parameters:
Function
=
Speed Dial
Number
=
customer-originated-trace
Server
= The SP Service to invoke the Call Trace operation with, such as
SP3
Escalation
The 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 the key, the agent has a
chance to enter a specific supervisor’s extension, or skip that to use the default supervisor’s extension. To use this
feature on the phone, you must enable the option
SPn Service – Network Provided Services
::
Escalation
. The option
only applies to calls on the same SP service.
Call Center Information
When the soft-switch sends an incoming call to the phone, it may include some basic information about the call center
where the call is coming from. Such information, if available, is displayed by the phone with the Ring Alert message for
the incoming call. The following information can be displayed:
-
Call Center name
-
Call Center user ID
-
Average waiting time
-
Number of calls in the queue
This behavior as described above does not have any configuration.
In addition, the phone can proactively subscribe to the status of the call center that a SP service belongs to. This feature
is enabled with the option
SPn Service – Network Provided Services
::
CallCenter
. The call center status information
can be viewed at any time on the phone by going through the Net Services App (from the phone’s main menu).
BroadSoft Guest Login/Logout (Hoteling)
(SIP only.) This feature is also known as Hoteling (consult BroadSoft documentation on how to administer this feature
on the server). The phone may be set up to be used temporarily by a guest, such as a visiting employee or temp worker
in a hot desk environment. To use this feature on the phone, the option
SPn Service – Network Provided
Services
::
Hoteling
must be enabled. If enabled, the phone starts a subscription to the x-broadworks-hoteling event
package in the context of a SP service, right after the first successful registration with the SIP Proxy Server. The expires
