Ensure that the feature keys on the applicable phones are programmed as call appearances and bridged appearances.
To answer the incoming call on a bridged appearance key, do one of the following:
For SCA functionality on Avaya Aura® Call Center Elite, do the following:
Answer the incoming call by pressing the call appearance key on the phone where the administrator has defined this number as an extension, or on a bridged appearance key on any phone with this number as a bridged appearance.
By using the SCA functionality, you or any agent who is sharing the appearance key can bridge into the call by pressing the corresponding call or bridged appearance key unless the agent has invoked privacy.
You can release the call by pressing the Release button from any phone because all the call appearance key and the associated bridged appearance key show the status of the call such as active, on hold, or completed.
For MCA functionality on Avaya Aura® Call Center Elite, do the following:
Answer the incoming call by pressing the call appearance key. When you answer a call, there is no indication on any other endpoint sharing the number that the call is in progress. If the icon flashes while the call rings, the lamp becomes dark and is inaccessible for that particular call on all stations except the agent who answered the call.
For any other incoming call, the icon on the call appearance key flashes on all the available agent phone.
ADDITIONAL INFORMATION:
Note:
If both the call appearance keys and bridged appearance keys are busy on a call and if there is an incoming call, then the incoming call cannot be completed on the station.
