Displaying digits on an agent phone

Last Updated : Sep 08, 2012 |
If the agent has a two-line display phone and the display is in normal or inspect mode, the collected digits are automatically displayed on the second line. As a default, the digits remain on the line until the digits are overwritten, even after an agent releases the call. Administrators can decide when to clear the caller information on the agent phone display. For other types of phones, the agent must press the callr-info button to view the collected digits.
You can administer callr-info to reduce the agent time on the searching information that is related to the caller. For example, you can administer callr-info to collect information such as a customer account number, thereby eliminating the need for the agent to ask for the information.
Callr-info displays the caller information in the following format:
x = Info: 1234567890
where:
  • x is a call appearance letter, for example a, b, and c.
  • 1234567890 represents the digits that are collected from the caller.
The digits entered by the caller are collected by the most recent collect digits command. Any digits dialed ahead and not explicitly requested by the most recently executed collect digits command are not displayed.
If the agent presses callr-info when the call rings at the agent phone or when the station is active on a call appearance, the following events occur:
  • The 10-second timer for display interval is set.
  • The status lamp associated with the button is lit.
  • The display is updated. Specifically, the incoming call identification, calling party ICI, is replaced with the collected digits in the format described earlier in this section. Only the digits collected for the last collect digits command are displayed.
If all the conditions to use the button, except for the collection of digits, are set and the agent presses the button, the status lamp associated with the button flashes denial.
More than one event can occur during a successful execution after the agent presses the button. The events include the following:
  • The 10-second timer times out.
  • The incoming call arrives at any call appearance.
  • An active call changes status, for example another caller is added to the conference.
If any of the events occur, the following takes place:
  • The status lamp associated with the button is turned off.
  • The display is updated as previously described.
Note:
The agent can press callr-info again to view the digits again, provided the agent is active on the call or the call is still ringing. The agent can also flip between the collected digits and the ICI by alternately pressing callr-info and normal.