Programmable feature keys and context-sensitive soft keys on a call center phone

Last Updated : Feb 27, 2020 |

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The following table provides information about the programmable feature keys and context-sensitive soft keys that are available on the supported UNIStim phones:

Keys	Description
Programmable feature keys	The keys on either side of the phone screen are programmable feature keys. The labels for these keys are displayed on the phone screen. An exception to this is the 2007 phone, which has a touch screen panel. The programmable feature keys appear as touch screen buttons on the 2007 phone. These keys are called programmable feature keys because the availability of these keys on the phone depends on what features a system administrator has configured for the phone. The system administrator can reserve some keys for specific functions during tasks, such as Call Forward, and for advanced configuration. Note: The lowest programmable feature key on the right side of the un-shifted phone screen is reserved as the default line key. This key is used automatically when you go off hook or use the headset or hands-free button. A system administrator or an agent can modify the label that appears on the phone screen for some of these feature keys. For example, a system administrator or an agent can modify the Autodial feature label. For more information, see Configuring button labels. Programmable feature keys use icons to indicate the state of associated button function. For example, the icon state can be dark, lit, 30, 60, or 120 flash per minute. This indication varies based on the button function; for example, a call appearance has two flashing states – one for “on hold” and one for “ringing.” The following are the icon states and the associated feature state of the button function: Dark: The feature associated with the button is idle. No icon is displayed. Flashing: Indicates ringing calls, pending agent work mode, or any other Avaya Aura® Call Center Elite function. The icon flashing rate, color, or shape may be different on different phone types. But, the call center handling for each phone type is aligned with the Unified Communications handling. Lit: Indicates that the specific mode or service is currently active.
Context-sensitive soft keys	Context-sensitive soft keys are located below the phone display screen. The labels associated with these keys are displayed at the bottom of the screen, above each key. An exception to this is the 2007 phone, which has a touch screen panel. The context-sensitive soft keys appear as touch screen buttons on the 2007 phone. The function of the context-sensitive soft keys and their labels change based on the current context. Generally, a phone has the capability to display four context-sensitive soft keys on one screen. But, if more than four context-sensitive soft keys are available, the screen displays three soft keys. The fourth soft key is labeled as More. You can press the More soft key to view more options.

Keys

Description

Programmable feature keys

The keys on either side of the phone screen are programmable feature keys. The labels for these keys are displayed on the phone screen. An exception to this is the 2007 phone, which has a touch screen panel. The programmable feature keys appear as touch screen buttons on the 2007 phone.

These keys are called programmable feature keys because the availability of these keys on the phone depends on what features a system administrator has configured for the phone. The system administrator can reserve some keys for specific functions during tasks, such as Call Forward, and for advanced configuration.

Note:

The lowest programmable feature key on the right side of the un-shifted phone screen is reserved as the default line key. This key is used automatically when you go off hook or use the headset or hands-free button.

A system administrator or an agent can modify the label that appears on the phone screen for some of these feature keys. For example, a system administrator or an agent can modify the Autodial feature label. For more information, see Configuring button labels.

Programmable feature keys use icons to indicate the state of associated button function. For example, the icon state can be dark, lit, 30, 60, or 120 flash per minute. This indication varies based on the button function; for example, a call appearance has two flashing states – one for “on hold” and one for “ringing.”

The following are the icon states and the associated feature state of the button function:

Dark: The feature associated with the button is idle. No icon is displayed.
Flashing: Indicates ringing calls, pending agent work mode, or any other Avaya Aura® Call Center Elite function. The icon flashing rate, color, or shape may be different on different phone types. But, the call center handling for each phone type is aligned with the Unified Communications handling.
Lit: Indicates that the specific mode or service is currently active.

Context-sensitive soft keys

Context-sensitive soft keys are located below the phone display screen. The labels associated with these keys are displayed at the bottom of the screen, above each key. An exception to this is the 2007 phone, which has a touch screen panel. The context-sensitive soft keys appear as touch screen buttons on the 2007 phone.

The function of the context-sensitive soft keys and their labels change based on the current context.

Generally, a phone has the capability to display four context-sensitive soft keys on one screen. But, if more than four context-sensitive soft keys are available, the screen displays three soft keys. The fourth soft key is labeled as More. You can press the More soft key to view more options.

Icon state and associated feature state of the programmable feature keys

The following table provides information about an icon state and the state of the associated feature of the programmable feature keys:

Button function	Icon state	Description
Call Appearance	Dark	No call on this appearance.
	Flashing, 60 ipm	Ringing
	Flashing, 120 ipm	On hold
	Lit	Active call
Work mode	Dark	Agent is either not logged in or is in another work mode. For example, if the agent is in an Auto-In work mode, the icon representing the Aux work mode is dark.
	Lit	Active work mode.
	Flashing, 120 ipm	Pending work mode state.
Log in, Log out	Dark	If the agent is logged out, the button functions as a login button and vice versa.
Log in, Log out	Flashing	Pending log out mode. The mode changes to logout when the current activity is complete.
Service Observe	Dark	Supervisor is not observing the agent call.
	Flashing, 60 ipm	Supervisor is observing the agent, but either the agent is not on a call or the current call is not eligible for observation.
	Lit	Supervisor is observing the agent call in the “listen only” mode.
	Flashing, 120 ipm	Supervisor is observing the agent call in the “listen and talk” mode.
	Flashing, 30 ipm	Supervisor is observing the agent call in the “coaching” mode.
q-calls	Dark	Either the function is not active, or the queue has no pending calls.
	Lit	There are pending calls, but queue thresholds are not exceeded.
	Flashing, (120 ipm)	Calls in Q threshold is exceeded. The Calls in Q parameter represents the number of calls that are waiting in the queue.
	Flashing, (60 ipm)	Oldest Q time threshold is exceeded. The Oldest Q time parameter represents the time of the oldest call in the queue.
	Flashing (60 ipm) for Oldest Q time followed by Flashing (120 ipm) for Calls in Q	Both Calls in Q and Oldest Q time thresholds have exceeded.
Other CC functions	Dark	Function is not in use.
Other CC functions	Lit	Function is active.

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Avaya Device Adapter User Guide for Avaya Aura® Call Center Elite Agents

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Programmable feature keys and context-sensitive soft keys on a call center phone

Icon state and associated feature state of the programmable feature keys