Endpoint configuration fields

Last Updated : Mar 12, 2024 |

Field name

Description

Extension

Phone extension number. You can type a maximum of 16 digits.

Name

Endpoint name displayed on the phone screen for calls from this endpoint. You can type a maximum of 35 Unicode characters.

Password

Password for logging in to the endpoint. You can type a maximum of 13 digits.

The minimum length of the agent's PIN depends on the Minimum Agent PIN Length value that you configure on the Agent Profiles screen. If you do not select a default agent profile for an agent, the minimum length of the agent's PIN is 4.

General Options

Permission Sets (COR)

Permission set for the endpoint. You can select one of the permission sets from the CORs pane on the right.

Coverage Path

Coverage path name. The Routing Core Server redirects calls to the coverage path when the agent is logged out from the phone or does not answer the call. You can select one of the coverage paths configured on the Coverage tab.

Auto Answer

Determines if the Auto Answer feature is enabled on the phone.

The options are:

  • None (Default): The Auto Answer feature is disabled. The agent can hear a ring for all incoming calls and answer them manually.

  • ACD: To automatically answer ACD calls.

  • All: To automatically answer all incoming calls.

For more information about the Auto Answer feature, see the features section in Avaya Contact Center – Extended Capacity Solution Description.

Voice Mail Number

Displays a voice mail number that the Routing Core Server uses for redirecting calls. The Configuration Server populates this field depending on the voice mail server that you configured for the selected coverage path.

Profile

Assigns an agent profile to the endpoint. You can select one of the locations configured on the Agent Profiles screen of the System tab.

Room

Sets a room number for the endpoint location. You can type Unicode characters.

Building

Identifies a building number. You can type Unicode characters.

Floor

Sets a floor number for the endpoint location. You can type Unicode characters.

Group ID

Assigns the Group ID to the endpoint. On Avaya Workplace Client, the Group ID also controls the Reason codes available to agents when they enter the Aux Work state, or when they log out.

The valid values range from 0 to 999. The default value 0 indicates that you have not specified a Group ID. In that case, the endpoint takes the Group ID from the settings file or its administration screen. If you enter a non-zero value, this value overrides the Group ID in the settings file or previously entered from the administration screen.

Bridge Call Alerting

Enables alerts for incoming calls on the bridged call appearance.

Max. Simultaneous Devices

Defines the maximum number of devices on which the user can log in with the same extension. The value range is 1 to 5. The default value is 1.

If the value is more than 1, you cannot configure the Agent Login feature button.

Button Assignment

Sr. No.

The Configuration Server automatically displays a serial number when you add a button. The serial number corresponds to the line number on the phone screen. You can edit the serial number to assign a feature to a specific button.

Button Assignment drop-down list

Assigns a specific feature that the agent can access by pressing the button. You can select a feature from the drop-down list. You can select the following features:

  • ASAI UUI Info

  • AUX Work

  • After Call Work

  • Agent Login

  • Auto Dial

  • Auto In

  • Automatic Message Waiting

  • Bridge Call Appearance

  • Busy Indicator

  • Call Appearance

  • Call Forward All Calls

  • Call Park

  • Call Pickup

  • Call Unpark

  • Call Work Code

  • Logout Override

  • Malicious Call Trace

  • Manual In

  • Q Stats

  • Send All Calls

  • Service Observe

  • Stroke Count

  • Vu Stats

For more information about the features that you can assign, see the features section in Avaya Contact Center – Extended Capacity Solution Description.

Label Name

Sets a label for the button. You can type a maximum of 50 Unicode characters. If you do not assign a label, the phone automatically displays the selected feature name for the button.

Extension

Specifies an extension to monitor. You can type digits.

Profile Settings

Phone Screen on Calling

Determines if the phone automatically displays the Phone screen when the agent goes off hook or starts dialing.

The options are:

  • No (Default): The phone does not display the Phone page when the agent goes off hook or starts dialing.

  • Yes: The phone automatically displays the Phone page when the agent goes off hook or starts dialing.

Dialing Option

Sets a dialing mode and determines if dialing starts immediately or the agent must press the Call soft key to start a call.

The options are:

  • Editable (Default): To enable editing the dialed number before making a call. When the agent starts dialing, the phone displays the Dial screen. The agent can clear the entered digits by pressing Backspace and edit the number. When the number is dialed, the agent must press the Call soft key to start a call.

  • On hook: To instantly dial the number digits and start a call without editing the number. When the agent starts dialing, the phone automatically goes off hook on the first available line and dials the digits one by one.

Headset Signaling

Defines a headset signaling profile.

The options are:

  • Disabled (Default): The phone does not play a ring tone in the headset. The headset remains on hook until the agent presses the Headset button for an incoming call.

  • Switch Hook And Alerts: The phone plays a ring tone for an incoming call in the headset. The switch-hook button on the headset is available.

  • Switch Hook Only: The phone does not play a ring tone in the headset. The switch-hook button on the headset is non-functional.

Audio Path

Sets the audio device that is used for incoming calls when the phone is on hook. If the Auto Answer feature is enabled for the phone, the agent answers all incoming calls through the selected audio device.

The options are:

  • Headset (Default): To use the headset as a default audio device for calls when the phone is on hook.

  • Speaker: To use the speaker as a default audio device for calls when the phone is on hook.

Button Clicks

Activates the standard button click sound.

The options are:

  • No (Default): To deactivate the button click sound.

  • Yes: To activate the button click sound.

Phone Screen

Sets the phone screen width.

The options are:

  • Full (Default): To set the phone screen width to full. Each call appearance or feature occupies the entire width of a line.

  • Half: To split the phone screen width to half. Each call appearance or feature occupies half the width of a line.

Background Logo

Defines a customized background logo. You can type a file name of one of the images uploaded to the file server. For example, sunset1.jpg.

If no image is defined, the phone displays the default Avaya logo.

Personalized Ringing

Sets a personalized ring tone for an incoming call.

The options are:

  • CLASSIC_TONES_1–8: CLASSIC_TONE_3 is the default value.

  • Cheerful

  • Chimes

  • Telephone_Bell

  • Xylophone

  • Drum_Beat

  • Shimmer

User Preferred Language

Sets the preferred menu and entry language on the phone. You can select one of the available languages from the drop-down list.

In Avaya Contact Center – Extended Capacity Release 10.0, only the English language is supported.

Time Format

Determines the time format to display on the phone screen.

The options are:

  • 12 Hour (Default): The phone uses the 12-hour format. For example, the phone displays 4:00 for 4 p.m.

  • 24 Hour: The phone uses the 24-hour format. For example, the phone displays 16:00 for 4 p.m.

Redial

Determines if the phone automatically dials the last dialed number or displays a list of recently dialed numbers when the agent presses Redial.

The options are:

  • List (Default): When the agent presses Redial, the phone displays a list of recently dialed numbers.

  • One Number: When the agent presses Redial, the phone automatically starts dialing the last dialed number.

Internal Call CDR

Sets the internal CDR parameters for the endpoint.

The options are:

  • Use Profile: The endpoint uses the Agent Profile settings for internal CDR.

  • Enabled (Override profile): Enables internal CDR for an endpoint and overrides the profile settings.

  • Disabled (Override profile): Disables internal CDR for an endpoint and overrides the profile settings.

When you enable CDR on the endpoint, it overrides both the agent and station profile configuration. To enable the Use Profile Settings option on the Global Configuration page, you must ensure that the endpoint CDR setting is set to Use Profile. The agent profile configuration overrides the station profile configuration.