Call Center Elite can acquire and CTI control a CC phone only if the CC phone is registered with the phone's SIP identity.
Supported operations on Avaya Workspaces
If you are logged in to Avaya Workspaces as a Call Center Elite agent, you can perform the following operations by using Avaya Workspaces:
Agent login and logout.
Change work mode to Auto-In or Manual-In.
Receive, answer, modify (for example, transfer and conference), and end incoming ACD calls, DAC calls, and calls to the station extension.
Place outgoing calls either by using the agent ID or the station extension.
The supervisor can perform Supervisor Assist and other supervisory functions by using Avaya Workspaces.
Supported operations on the CC phone when connection to Avaya Workspaces is proper
Depending on the display capabilities of the CC phone, you can use the CC phone to:
View the progress of the call center calls:
View the received call center calls on the call appearance buttons (flashing lamp and icon), in addition to the caller identity information.
View the call center calls that were answered on the call appearance buttons (lit lamp and icon), in addition to the caller identity information.
View call modification operations, such as transfer and conference, and other related information for the call center calls.
View whether the station is idle after you release the call center call.
Receive, modify, and place station extension calls.
Limitations
If connection to Avaya Workspaces is proper and if you are logged in to Avaya Workspaces as Call Center Elite agent, the phone might still display some call center features, such as the q-calls key to view the call queue. However, Avaya recommends that you use Avaya Workspaces to perform the call-related and call center-related operations. This is because Device Adapter does not support shared control between Avaya Workspaces and the phone.
Call center functions that cannot be carried out by Avaya Workspaces are not supported.
