Configuring the MWI feature for a CC phone

Last Updated : Feb 27, 2020 |
Prolog information
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You can configure the Message Waiting Indicator (MWI) feature to alert a call center agent about a new incoming voice mail message or any unopened voice mail message from any of the following:
  • Depending on the agent login status, the voice mail box of the call center agent or the voice mail box of the station extension.
  • The voice mail box of the station extension only.
Note:
If you configure MWI for the agent ID, then a lit message waiting indicator lamp on the phone indicates any one of the following:
  • If the agent is logged in to the phone as a call center agent, the message waiting indicator is for the voice mail box of the agent.
  • If the agent is logged out of the phone, the message waiting indicator is for the voice mail box of the station extension.
For information about listening to the voice mail messages, see the Avaya Device Adapter User Guide for Avaya Aura® Call Center Elite.
Before you begin
Ensure that the voice mail accounts for both agent ID and station extension are configured on the Voice Messaging Service.
  1. Log on to System Manager by using administrative credentials.
  2. Do the following to specify the voice mail box for which message waiting indicator should be displayed:
    1. On the System Manager web console, navigate to Elements Communication Manager Parameters.
    2. Click System Parameters — Features.
    3. On the System Parameters — Features page, in the Select device(s) from Communication Manager List area, click the Communication Manager instance that provides service to the endpoints.
      ADDITIONAL INFORMATION:
      The MWI configuration is applied to the endpoints that are served by the Communication Manager instance that you select.
    4. In the System Parameters — Features List area, click the button corresponding to the system parameters features list that is associated with the Communication Manager instance, and then click Edit.
    5. On the change system-parameters features page, navigate to the page that contains the Message Waiting Lamp Indicates Status For: field.
    6. In the Message Waiting Lamp Indicates Status For: field, do any one of the following:
      ADDITIONAL INFORMATION:
      • To configure MWI for an agent ID, click loginID.
        If you select the loginID option, a lit message waiting indicator LED on the phone indicates any of the following:
        • If an agent is logged in to the phone as a call center agent, a lit message waiting indicator LED on the phone along with MWI: Agent displayed on the phone screen indicates that there are one or more unopened voice mail messages in the voice mail box of the agent.
        • If an agent is logged out of the phone as a call center agent, a lit message waiting indicator LED on the phone along with MWI: Station displayed on the phone screen indicates that there are one or more unopened voice mail messages in the voice mail box of the station extension.
      • To configure MWI for the station extension only, click station.
        If you select the station option, then irrespective of whether an agent is logged in or logged out of the phone, a lit message waiting indicator LED on the phone along with MWI: Station displayed on the phone screen indicates that there are one or more unopened voice mail messages in the voice mail box of the station extension.
        However, if the agent is logged in to the phone, MWI: Station is displayed on the phone only when the agent is in the Aux work mode after logging in.
        By default, MWI is set to station.
  3. Administer the MWA (Message Waiting Allowed) mnemonic.
Related links
Administering a mnemonic