Making outgoing calls

Last Updated : Feb 28, 2020 |
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CS 1000 user experience

Agents can only make outgoing calls to transfer a call or to create a conference using the ACD In-Calls key, which corresponds to digit 0. For more information, see CS 1000 user experience.
In all other cases, agents makes outgoing calls using a secondary Directory Number (DN) key. The secondary DN key is any key on the phone other than digit 0. This key cannot be an ACD key, which functionality is restricted to digit 0. However, this can be a Single Call Arrangement key configured only on this phone and corresponding to the extension for this phone. CS 1000 refers to this extension as the Individual Directory Number, or IDN.
Agents can use the secondary DN key as a multiple appearance DN shared among multiple phones. You can configure the secondary DN key in one of the following ways:
  • Single Call Arrangement: Only one agent can make a call and other callers can bridge in if the call is not private.
  • Multiple Call Arrangement: Every agent with this key can use it for incoming and outgoing calls.
With the standard configuration on CS 1000, the identity is used for the call of the secondary DN. For example, if you configure digit 4 as Multiple Call Arrangement (MCR), the DN and the matching name of the digit is used for all calls from digit 4.
The following is the call flow when an agent presses the Single Call Arrangement (SCA) key:
Action
User experience details
The agent presses the idle SCA key.
  • The icon lights.
  • The agent hears the dial tone.
  • Other agents with this key see indications of an outgoing call.
The agent dials the number.
  • The agent hears call the waiting tone.
  • Depending on the CS 1000 configuration, the called party can see the caller’s name and extension for an incoming call. However, agents can usually see only the extension.
The called party answers.
  • Call waiting tone ends, and a two-way media path is created.
  • Full identity information is displayed, unless identity privacy is enabled on one of the endpoints.
  • Other agents can bridge in, if the call is not private, or privacy was released.
  • The call ends when the second last participant releases.
The following is the call flow when an agent presses the Multiple Call Arrangement (MCR) key:
Action
User experience details
The agent presses the idle MCR key
  • The icon lights.
  • The agent hears the dial tone.
  • No other agent is aware of the call.
The agent dials the number.
  • The agent hears call the waiting tone.
  • Depending on the CS 1000 configuration, the called party can see the caller’s name and extension for an incoming call. However, agents can usually see only the extension.
The called party answers.
  • Call waiting tone ends, and a two-way media path is created.
  • Full identity information is displayed, unless identity privacy is enabled on one of the phones.
  • No other agents can bridge in.
  • The call ends when either participant releases.

Avaya Aura® Call Center Elite legacy SIP device user experience

Agent can use a call appearance or a bridged call appearance to make a call.
Action
User experience details
The agent presses an idle call appearance or bridged call appearance key. 
  • The key LED lights, and the agent hears the dial tone.
  • Unless this is a bridged call appearance or another user has it as a bridged call appearance, no other agent is aware of the call.
  • If a bridged call appearance is configured for this line appearance, any agent with the same line appearance is aware of the call.
The agent dials the number.
  • The agent hears the waiting tone.
  • Depending on the CS 1000 configuration, the called party can see the caller’s name and extension for an incoming call.
The called party answers.
  • The call waiting tone ends, and a two-way media path is created. Full identity information is displayed, unless identity privacy is enabled on one of the endpoints.
  • Unless this is a bridged call appearance or another user has it as a bridged call appearance, no other agent is aware of the call.
  • If a bridged call appearance is configured for this line appearance, any agent with the same line appearance is aware of the call.
    • If Call Exclusion is enabled, the other agent or agents cannot bridge in.
    • If Call Exclusion is not enabled, the other agent or agents can bridge in.

Avaya Device Adapter Snap-in user experience

If you configure the secondary extension keys as MADN keys, or SCA keys as bridged appearances of a call appearance key, the flow is the same as on CS 1000 phones.