Administering the 96X1 SIP agent deskphones

Last Updated : Dec 04, 2023 |

Before you begin

To select the Station Type field value as a 96X1SIPCC type phone:

  • Ensure that the Call Center release is 6.0 or later.

  • Administer the Expert Agent Selection (EAS) Enabled field on the Feature-Related System Parameters screen as y.

About this task

Administer the Logged-In SIP EAS Agent field on the System-Parameters Customer-Options screen to restrict the maximum number of logged-in SIP Expert Agent Selection (EAS) agents. The license file usually determines the maximum field value. To view the limit set in the license file, use the display capacity command.

The 96X1 SIP deskphones use the Avaya Outboard Proxy SIP (OPS) features on the trunk side of Communication Manager.

Note:

You can assign only one ops type on the Off-PBX-Telephone Station-Mapping screen.

For more information, see Using Avaya 96X1 SIP Agent Deskphones with Avaya Experience Platform™ On-Prem (formerly Avaya Aura® Call Center Elite).

Procedure

  1. On the Station screen, administer the 96X1 SIP agent deskphones as one of the following 96XISIPCC types:

    • 9608SIPCC

    • 9611SIPCC

    • 9621SIPCC

    • 9641SIPCC

    Note:

    After you administer the Station Type field to one of the 96X1SIPCC type deskphone, you cannot administer the release button as the 96X1 SIP agent deskphones provide the Release and Drop functionalities during a call and conference respectively.

  2. In the Measured field on the Trunk Group screen, select none to ensure that the trunk groups for SIP signaling to SIP stations are unmeasured. Select none also to prevent Call Management System (CMS) or Avaya IQ reporting issues, including loss of reporting. Use dedicated trunk groups for SIP signaling to stations that are not shared with call routing SIP trunk groups. For more information, see Dedicating station and call routing SIP trunk groups.
  3. Assign the following feature buttons:

    • after-call. This button is optional.

    • agnt-login. This button toggles to agnt-logout after an agent logs in to the system. You must administer the login/logout button because the login/logout Feature Access Codes (FACs) do not work with the 96X1 SIP agent deskphones.

    • assist

    • aut-msg-wt

    • auto-in or manual-in

    • aux-work

    • logout-ovr

    • q-calls

      Note:

      From Release 10.2 onwards, q-calls button is supported on J-series UC endpoints: J169, J179 and J189.

    • sip-sobsrv and the associated Listen-Only? and Coach fields.

      Note:

      If you administer the Listen-Only? field as y, Communication Manager denies change to the Listen/Talk observing mode.

    • stroke-cnt

    • uui-info

    • vu-display

    • work-code

    Agent Greetings is unavailable with the 96X1 SIP agent deskphones. The feature is supported only with phones that use the Avaya Deskphone H.323 application. Call Center features, such as login and logout, function differently in the 96X1 SIP agent deskphones as these features use the capabilities of the Avaya SIP architecture.