Call Center related icons

Last Updated : Dec 08, 2021 |

All the phone models display grayscaled icons for call center environment.

Icon name	Where it appears	Description
After Call Work (ACW)	Agent Status line	The phone displays this icon when you activate ACW. Use this state when you perform after call work, such as filling in paperwork after an Automatic Call Distribution (ACD) call.
Aux Work	Agent Status line	The phone displays this icon when you activate Aux Work. Go into this state when you perform non-ACD activities, such as taking a break, or making an outgoing call. You need to enter a reason code for going into the Aux Work state, if configured by the system administrator.
Available	Agent Status line	You are available for incoming calls. The phone displays the Agent Login icon when you are not active on a call, in ACW, or in Aux Work.
Agent Login	Top line display	The phone displays the Agent Login icon when an agent logs in.
Agent Logout	Top line display	The phone displays the Agent Logout icon when an agent logs out.
Alerting	Agent Status line	The phone displays the Alerting icon when you receive an incoming call. When you receive an ACD or a Direct Agent call (DAC), the icon displays the respective type of the call next to the bell.
On Call	Agent Status line	The phone displays the On Call icon when you are on an active call. When you receive an ACD or DAC call, the icon displays the respective type of the call.
Held Call	Agent Status line	The phone displays the Held Call icon when you put a call on hold. When you put an ACD or DAC call on hold, the icon displays the respective type of the call.
Queue Stats	Agent Information line	The phone displays this icon when you activate Queue Stats. The Clock icon appears before the oldest call time and the Calls icon appears next to the number of calls in the queue.
Time in Queue Threshold Warning	Queue Stats feature button	The phone displays the Time in Queue Threshold Warning icon to indicate when the first call in the line reaches the time threshold.
Call Threshold Warning	Queue Stats feature button	The phone displays the Call Threshold Warning icon when the number of calls in the queue reaches the maximum configured by the system administrator.
Collected Digits Information	Agent Status line	If the incoming call contains collected digits information, the phone displays the Collected Digits Information icon next to the digits. The collected digits are digits that the caller enters before reaching you.
Service Observe	Agent Status line	The phone displays the Service Observe icon when the service observe feature is active.
An agent greeting is playing back	Incoming Call screen	The phone displays the Agent Greeting Playback icon during an active call when an Agent greeting is playing.
An agent greeting is inactive	Incoming Call screen	The phone displays the Agent Greeting Inactive icon icon during an active call when an Agent greeting is available but inactive.
Supervisor Assist	Agent Status line	The phone displays the Supervisor Assist icon when you when you request for supervisor assistance.
Agent Logout Overrride	Top line display	The phone displays the Agent Logout Override icon if you activate Agent Logout Override.
VuStats	Agent Status line	The phone displays the VuStats icon to display specific reporting details.
Stroke Counts	Agent Status line	The phone displays the Stroke Counts icon to display the administrator-defined different customer related events.
Call Work Codes	Agent Status line	The phone displays the Call Work Codes icon to enter call work codes.
Manual-In	Agent Status line	The phone displays the Manual-In icon when the agent becomes available to service.
Auto-In	Agent Status line	The phone displays the Auto-In icon when the agent opts for Automatic Call Distribution.

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Using Avaya J100 Series SIP IP Phone for Call Center Agents

Call Center related icons