Station compatibility matrix for Sequential Registration of call center phones without CTI control

Last Updated : Feb 24, 2020 |
Prolog information
Metadata
This section provides information about the station compatibility matrix for Sequential Registration of call center phones that are used without CTI control, and all call center operations are performed by using the phone. Note that any endpoint that supports call center-specific features can also be CTI controlled. However, many endpoints that support CTI control in a call center do not support call-center specific features. However, these endpoints can be used as media-only endpoints.
Device Adapter supports the following call center-specific features on the supported CC endpoints. These features are consistent with Call Center Elite handling.
  • Login and logout
  • One or both of the following buttons that an agent can use to become available to receive incoming call center calls:
    • Auto-In
    • Manual-In
  • One or both of the following buttons to set the agent work mode:
    • After Call Work (ACW)
    • Auxiliary Work (Aux Work)
    Note that the agent is unavailable to receive incoming call center calls in these work modes.
  • One or more call appearance buttons.
  • Three line display to provide call center-related information to the agent.
  • Line appearances:
    • To receive incoming station extension calls and call center calls (ACD and DAC).
    • To make calls by using the station extension.
    • To modify existing calls.
  • Additional bridged appearances for shared service.
  • Generic service buttons that are used in call centers such as:
    • Transfer
    • Conference
    • Call Forward
    • Voice Mail
  • Call center-specific buttons:
    • Buttons used by call center agents such as:
      • Supervisor Assist
      • Emergency Call
    • Buttons used by call center supervisors such as:
      • Agent Observe
      • Change Agent Skills (move agents from one queue to another)
Most UNIStim endpoint types support most, but not all, of the preceding features because they either do not have enough feature keys and/or soft keys, or do not have the required display capability.