Receiving calls

Last Updated : Feb 27, 2020 |
Prolog information
Metadata
Keywords:

CS 1000 user experience

On 1140e and i2050 phone models, the ACD In-Calls key, which corresponds to digit 0, flashes to indicate an incoming call.
The following table describes the user experience when there is an incoming call and the associated agent’s actions:
Agent action
User experience details
The agent gets an incoming call alert.
  • The ACD In-Calls key displays the Ringing icon.
  • The phone displays the caller information.
  • If configured, the phone displays the Dialed Number Identification Service (DNIS) information. The DNIS information contains the digits the caller dialed and the queue number for this call. If a specific DNIS queue is programmed, the phone displays it instead of the caller name.
The agent answers the call.
  • If the call is forced, after the timeout, the phone displays this call as an answered call.
  • If the call is not forced, the agent must press the line key or on-hook the handset.
  • The ACD In-Calls key displays the Answered icon.
  • If the SRTP media encryption is used during a call, the phone displays the Encrypted Media icon.
The agent ends the call.
  • The caller can always end the call, except in Public Safety Answering Position (PSAP) call centers.
  • If configured, an agent can end the call.
  • After the call is ended, the ACD In-Calls key displays the Idle icon.

Avaya Aura® Call Center Elite legacy SIP device user experience

The phone displays an incoming call on an idle call appearance line.
The following table describes the user experience when there is an incoming call and the associated agent’s actions:
Agent action
User experience details
The agent gets an incoming call alert.
  • A line key icon shows a call center call in a queue, a direct call to an agent, or a station call.
  • The phone displays the Answer or Ignore soft key.
  • If configured, the phone displays the information on the selected VDN function.
  • The phone displays the caller information.
  • If configured, the phone displays the digits the caller dialed.
  • If the agent presses the Ignore soft key, the incoming call alert is muted.
The agent answers the call.
  • If auto-answer is enabled, after the timeout, the phone plays an audio alert and displays the call as answered.
  • If auto-answer is disabled, the agent must press the Answer soft key and lift the handset to answer the call.
  • The call appearance key LED indicates the call has been answered and the call appearance line shows the Answered icon.
The agent ends the call.
  • The caller can always end the call.
  • If configured, an agent can end the call.
  • After the call is ended, the call appearance line displays the Idle icon.

Avaya Device Adapter Snap-in user experience

On 1140e and i2050 phones, an incoming call displays on an idle call appearance.
The following table describes the user experience when there is an incoming call and the associated agent’s actions:
Agent action
User experience details
The agent gets an incoming call alert.
The phone displays the following:
  • The Ringing icon.
  • The caller information.
  • A prefix, which specifies the call type. The options are the following:
    • ACD: For a call to a center call.
    • DAC: For a direct call to the agent.
    • No prefix: For a call to the station extension.
  • A name for the Vector Directory Number (VDN), if configured.
  • The digits that the caller dialed, if this feature is configured on the phone.
In the Avaya Device Adapter Snap-in environment, the phone does not display the Answer or Ignore soft keys.
The agent answers the call.
  • If auto-answer is enabled, after the timeout, the phone plays an audio alert and displays the call as answered.
  • If auto-answer is disabled, the agent must press the programmable feature key and lift the handset to answer the call.
  • The call appearance line displays the Answered icon.
  • If the SRTP media encryption is used during a call, the phone displays the Encrypted Media icon.
The agent ends the call.
  • The caller can always end the call.
  • If configured, an agent can end the call.
  • After the call is ended, the call appearance line displays the Idle icon.