96X1 SIP agent deskphone feature support

Last Updated : Oct 06, 2021 |

The 96X1 SIP agent deskphones supports the following call center features:

  • Agent greeting

  • Agent login and logout buttons instead of Feature Access Codes (FACs): The phone shifts the button for login to logout after the agent logs in to the system.

  • Auto and manual answer.

  • Automatic display of collected digits with an incoming call that follows a call transfer.

  • Auxiliary (AUX) work and After Call Work (ACW) buttons.

  • Call Work Codes (CWCs) button.

  • Coaching: The sip-sobsrv button is used by supervisors to monitor and coach EAS agents when agents speak with callers. For coaching, supervisors need to press the Coach soft key on SIP CC endpoints.

  • Correct messaging to the reporting adjuncts.

  • Display of active Vector Directory Number (VDN).

  • Display of Adjunct Switch Application Interface (ASAI) User-to-User (UUI) information.

  • Entry of reason codes for change to the AUX work mode and for logout.

  • Hold, mute, transfer, conference, message waiting, elapsed call timer, date and time display, exit, and a minimum of three call appearances.

  • Insertion of Vector Directory Number (VDN) of Origin Announcement (VOA) after answer with manual-answer operation, or accompanying zip tone for autoanswer operation.

  • Interruptible AUX work.

  • Manual-in and Auto-in work modes.

  • Message Waiting Indicator (MWI) tracking for Expert Agent Selection (EAS) agent login IDs.

  • Queue Status button: The q-calls button displays the number of calls in a queue and the time the oldest call is in a queue.

  • Release button.

  • Service Observing: The sip-sobsrv button is used by supervisors to monitor and coach EAS agents when agents speak with callers. Observers can hear VOA only after they have joined the observed call.

    Service Observing from a SIP endpoint works as follows:

    • A service observer does not have to be logged-in as an agent to enable Service Observing on an object (VDN, agent, or station).

    • If logged-in as an agent, a service observer must be in an AUX work state to enable Service Observing on an object (VDN, agent, or station).

  • Stroke/Event Count button.

  • Third-party MWI button.

  • Visible and audible confirmation of feature activation and status change to the agent.

  • VuStats button.

Note:

VOA-repeat functionality is not supported on 96x1 SIP phone types. You must not select the voa-repeat button while configuring 96x1 SIP extensions.