The 96X1 SIP agent deskphones support the following basic call center features.
For more information about features and operations, see Using Avaya Deskphone SIP for 9608/9611G for Call Center Agents and Using Avaya Deskphone SIP for 9621G /9641G for Call Center Agents.
Agent login and logout
A single login/logout button is available for agent login and logout. Once an agent logs in, the button toggles to logout. The logged in agent can view the skills associated with the login ID. If the agent is on an ACD call and presses logout, the phone lamp lights to indicate a pending logout.
You can also administer a requested or forced logout reason code to request or compel an agent to enter a reason code.
Agent work mode change
The auto-in and manual-in feature buttons are available for agents to change the work mode. You can administer auto-in so that Communication Manager delivers calls to agents automatically. In the manual-in work mode, the agent must receive calls manually.
Agent state change to Auxiliary (AUX) Work
The aux-work feature button, if administered as forced or requested, is available with entry of an AUX Work reason code.
If an agent is on an ACD call and presses aux-work, Communication Manager accepts the request for change of agent work state and displays a pending indication on the phone display until the agent drops the call. Communication Manager then notifies the agent of the work state change.
Agent state change to After Call Work (ACW)
When an agent is on an ACD call and presses acw, Communication Manager accepts the request for change of agent work state and displays a pending indication on the phone display until the agent drops the call. Communication Manager then notifies the agent of the work state change.
