• Hold, mute, transfer, conference, message waiting, elapsed call timer, date and time display,
exit, and a minimum of three call appearances.
• Insertion of Vector Directory Number (VDN) of Origin Announcement (VOA) after answer with
manual-answer operation, or accompanying zip tone for autoanswer operation.
• Interruptible AUX work.
• Manual-in and Auto-in work modes.
• Message Waiting Indicator (MWI) tracking for Expert Agent Selection (EAS) agent login IDs.
• Queue Status button: The
q-calls
button displays the number of calls in a queue and the time
the oldest call is in a queue.
• Release button.
• Service Observing and Coaching: The
sip-sobsrv
button is used by supervisors to monitor
and coach EAS agents when agents speak with callers. For coaching, supervisors need to
press the
Coach
soft key on SIP CC endpoints. Observers can hear VOA only after they
have joined the observed call.
• Stroke/Event Count button.
• Third-party MWI button.
• Visible and audible confirmation of feature activation and status change to the agent.
• VuStats button.
Note:
Agent Greetings is unavailable with the 96X1 SIP agent deskphones. The feature is supported
only with phones that use the Avaya Deskphone H.323 application. Call Center features, such
as login and logout, function differently in the 96X1 SIP agent deskphones as these features
use the capabilities of the Avaya SIP architecture.
Related links
Avaya 96X1 SIP agent deskphones
on page 21
Agent login, logout, and work mode changes
The 96X1 SIP agent deskphones support the following basic call center features.
For more information about features and operations, see
Using Avaya Deskphone SIP for
9608/9611G for Call Center Agents
and
Using Avaya Deskphone SIP for 9621G /9641G for Call
Center Agents
.
Agent login and logout
A single
login/logout
button is available for agent login and logout. Once an agent logs in, the
button toggles to logout. The logged in agent can view the skills associated with the login ID. If the
agent is on an ACD call and presses
logout
, the phone lamp lights to indicate a pending logout.
You can also administer a
requested
or
forced
logout reason code to request or compel an
agent to enter a reason code.
Agent login, logout, and work mode changes
June 2019
Using 96X1 SIP agent deskphones with Call Center Elite
23