Avaya J169 User manual

Using Avaya J169/J179 IP Phone SIP in a
Call Center
Release 2.0
Issue 1
April 2018

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T9 Text Input and other products are covered by one or more of the
following patents: U.S. Pat. Nos. 5,187,480,5,818,437, 5,945,928,
5,953,541, 6,011,554, 6,286,064, 6,307,548, 6,307,549, and
6,636,162,6,646,573, 6,970,599; Australia Pat. Nos. 727539,
746674, 747901; Austria Pat. Nos. AT225534, AT221222; Brazil P.I.
No. 9609807-4; Canada Pat. Nos. 1,331,057, 2,227,904,2,278,549,
2,302,595; Japan Pat. Nos. 3532780, 3492981; United Kingdom Pat.
No. 2238414B; Hong Kong Standard Pat. No. HK1010924; Republic
of Singapore Pat. Nos. 51383, 66959, 71979; European Pat. Nos. 1
010 057 (98903671.0), 1 018 069 (98950708.2); Republic of Korea
Pat. Nos. KR201211B1, KR226206B1, 402252; People's Republic of
China Pat. No. ZL96196739.0; Mexico Pat. Nos. 208141, 216023,
218409; Russian Federation Pat. Nos. 2206118, 2214620, 2221268;
additional patent applications are pending
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Japan Statements
Class B Statement
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U.S. Federal Communications Commission (FCC) Statements
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To comply with the FCC RF exposure compliance requirements, this
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• Use only the Avaya approved Limited Power Source power
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• Ensure that you:
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Contents
Chapter 1: Introduction............................................................................................................ 7
Purpose.................................................................................................................................. 7
Chapter 2: Phone Icons and display ...................................................................................... 8
Call center related icons........................................................................................................... 8
Agent status line display ....................................................................................................... 10
Incoming calls display............................................................................................................ 10
Message Waiting Indicator..................................................................................................... 11
Chapter 3: Getting started...................................................................................................... 12
Logging in as an agent........................................................................................................... 12
Logging out as an agent......................................................................................................... 13
Agent work modes and states................................................................................................ 13
Chapter 4: Call Center Agents operations............................................................................ 15
Activating After Call Work................................................................................................... 15
Activating Auxiliary Work........................................................................................................ 15
Activating Interruptible Auxiliary Work..................................................................................... 16
Activating Auto In.................................................................................................................. 17
Activating Manual In.............................................................................................................. 17
Chapter 5: Call Center phone opertions............................................................................... 19
Answering and ending a call................................................................................................... 19
Handling a call by using MDA................................................................................................. 19
Stroke counts........................................................................................................................ 20
Sending Stroke Counts.................................................................................................... 20
Call Work Codes................................................................................................................... 21
Sending Call Work Codes................................................................................................ 21
Queue Stats.......................................................................................................................... 22
Viewing Queue Stats....................................................................................................... 22
Enabling wireless headset bidirectional signaling..................................................................... 23
Presence.............................................................................................................................. 23
Presence icons............................................................................................................... 23
Viewing the Presence status of your contacts.................................................................... 24
Changing your Presence status........................................................................................ 25
Enabling SAC when DND is active.......................................................................................... 25
Sending Stroke Counts.......................................................................................................... 26
Sending Call Work Codes...................................................................................................... 26
Vu Stats................................................................................................................................ 27
Viewing Vu Stats............................................................................................................. 27
Supervisor assist................................................................................................................... 28
Viewing ASAI UUI................................................................................................................. 28
Call observation.................................................................................................................... 29
April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center 5
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Activating or deactivating call observation............................................................................... 29
Assisting an agent on an observed call................................................................................... 30
Contents
April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center 6
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Chapter 1: Introduction
Purpose
This document describes how to use Avaya J100 Series IP Phones in a call center environment. It
also describes about various CC Elite features and their usability in a call center environment.
Please note that only Avaya J169/J179 IP Phone support CC Elite feature.
April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center 7
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Chapter 2: Phone Icons and display
Call center related icons
The icons of J169/J179 IP phone in a call center setup look similar. The J179 IP phone displays a
combination of colored and grayscale icons, but the J169 IP phone displays only grayscale icons.
The following table lists the icons of J179 IP phone.
Icon Icon name Where it
appears
Description
After Call
Work
Agent Status
line
The phone displays this icon when you activate
ACW.
Use this state when you are performing any after
call-related work, such as filling in paperwork after
an ACD call.
Pending ACW Top Line
display
The phone displays this icon when you activate
ACW when you are active on a call.
Aux Work Agent Status
line
The phone displays this icon when you activate Aux
Work.
Enter this state when you are performing non-ACD
activities such as taking a break, or placing an
outgoing call. You may need to enter a Reason
Code for entering the Aux Work state if this
requirement is configured by your system
administrator.
Pending Aux Top Line
display
The phone displays this icon when you activate Aux
Work while you are active on a call.
Available Agent Status
line
You are available for any incoming call.
The phone displays this icon when you are not
active on a call, in ACW, or in Aux Work.
Pending
Available
Top Line
display
The phone displays this icon when you are
changing your state to Available from Aux Work or
ACW and you are active on a call.
Forced
Logout
Top Line
display
The phone displays this icon when Forced Logout is
active for your Agent ID.
Table continues…
April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center 8
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Icon Icon name Where it
appears
Description
Forced
Logout
Override
Top Line
display
The phone displays this icon if you activate Forced
Logout Override.
Pending
Logout
Top Line
display
The phone displays this icon if you press the Log
Out button while you are active on a call or when
the Forced Logout time arrives and you are active
on an ACD call.
Alerting icon Agent Status
line
The phone displays this icon when you receive an
incoming call. When you receive an ACD or DAC
call, the icon displays the respective text, ACD or
DAC, horizontally beside the bell.
On call Agent Status
line
The phone displays this icon when you are active
on a call. When you receive an ACD or DAC call,
the icon displays the respective text, ACD or DAC,
horizontally.
If you are active on an ACD call, the On ACD call
icon is displayed, otherwise, the On non-ACD call
icon is displayed.
Held call Agent Status
line
The phone displays this icon when you have placed
a call on hold. When you place an ACD or DAC call
on hold, the icon displays the respective text, ACD
or DAC, vertically.
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 before the number of
calls in the queue.
Time in
Queue
Threshold
warning
Queue Stats
feature button
The phone displays this icon to indicate when the
time threshold for the oldest call in the queue has
been reached.
Call threshold
warning
Queue Stats
feature button
The phone displays this icon when the number of
calls in the queue has reached the maximum
configured by your system administrator.
Collected
Digits
Information
Agent Status
line
If the incoming call has collected digits information,
the phone displays this icon before the digits.
Collected digits are digits that the caller entered
before reaching you.
Call center related icons
April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center 9
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Agent status line display
The Agent Status line of the phone screen displays the current agent work mode, for example idle,
active, held or attending incoming calls.
Use this chart as a guide to possible agent status line display .
• ACD=Automatic Call Distribution
• ACW=After Call Work
• Auto=Auto In
• Aux=Auxiliary Work state
• DAC=Direct Agent Call
• Man=Manual In
• RC=Reason Code #
Agent Work Mode Agent Status icon Description
Auto or Man You are ready to receive DAC or ACD calls.
Auto or Man You have an incoming ACD call.
Auto or Man You have an incoming DAC call.
Auto or Man You are on an ACD call.
Auto or Man You are on a DAC call.
Auto or Man You have an ACD call on hold.
Auto or Man You have a DAC on hold.
Incoming calls display
An incoming call displays the information about the call type as configured for your system.
VDN information
According to the vector programming configuration for your system, an incoming call may traverse
multiple VDNs(Vector Directory Number) or stay within the original VDN that received them.
Note:
A Vector Directory Number (VDN) is a contact number in CM that is used as a point of entry of
a call into a Call Center. In many cases, it is the mapping of an 1–800 telephone number that
a caller dials to access the services provided by a Call Center.
If the calls traverse multiple VDNs, one of these VDNs is configured as the active VDN for the call.
The active VDN controls what information is displayed on the phone that receives the call.
Phone Icons and display
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Your phone displays the following information: “caller_ID info→ VDN_name”, where “caller_ID
info” is the calling party identification, if available, and “VDN_Name” is the administered name of
the active VDN before delivery to you. The active VDN for an unanswered redirected call, along
with a Call Redirected (CR) indicator, is displayed for an incoming call, as is the case for calls that
are received from Routing On No Answer (RONA) redirection.
ASAI UUI
When you receive a call with User-to-User Information (UUI), the UUI Info feature button is lit on
the phone screen. When you press the UUI Info key, the UUI icon is displayed, followed by the
UUI information. The UUI icon is used to distinguish UUI information from other call information,
such as collected digits.
Collected digits
If collected digits are associated with the incoming call, the digits are displayed on the Agent
Status line, without requiring any action on your part. The Info icon is displayed, followed by the
collected digits information.
When this information is cleared from the Agent Status line is dependent on your system
configuration.
Incoming call ring alert type
• All internal ACD or DAC calls rings with an internal alert type.
• All external ACD or DAC calls rings with an external alert type.
• All internal ACD or DAC priority calls rings with a priority alert type.
• All phones while receiving a supervisor assist call rings with priority alert.
Message Waiting Indicator
An illuminated red LED in the upper-right corner of your phone and the Message Button on the
phone faceplate indicate you have unopened voice mail messages. If Visual Alerting is enabled,
the corner LED also flashes when you receive an incoming call. Depending on your system
configuration, the message waiting indicators indicate messages either for the phone extension, or
for the Agent LoginID after agent login. When configured for Agent LoginID, the message waiting
indications are for the agent when the agent is logged in. Immediately after agent login, the screen
displays MWI is indicated for the Agent ID or MWI is indicated for the
extension.
Message Waiting Indicator
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Chapter 3: Getting started
Logging in as an agent
Before you begin
To log in as an agent, your extension must be registered to the Avaya Aura network and you must
have your agent ID and password.
Procedure
1. Press Main menu, and scroll to Features.
2. Press one of the following:
•Select
•OK
3. Scroll to Agent Login, and press Select.
4. Type your following details:
•Agent ID
•Password
5. Press one of the following:
•Enter
•OK
6. In the Features screen, to view your skills, press
Result
The phone displays the following information:
• Whether Message Wait Indicator is configured for your Agent ID, or for the extension.
• Your assigned agent skills.
• Agent skills that is disabled due to the completion of predetermined system limit
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Logging out as an agent
Before you begin
Your system administrator can configure Reason Codes as “Forced” which means a Reason Code
must be entered upon Agent Log Out.
Procedure
1. Press Main menu, and scroll to Features.
2. Press one of the following:
•Select
•OK
3. If configured by your system administrator, enter the Reason Code for logout.
4. Press one of the following:
•Enter
•OK
Agent work modes and states
The Agent Status line shows your current work mode and state.
The agent states are:
State Description
Available This state is automatically assigned when you are available to receive
ACD calls. With Auto In, you are returned to Available after each call is
released. With Manual In, you must press Manual In to return to the
available state.
Aux Work You are placed in the Auxiliary Work state after agent login without a
specified work mode. You must change to Auto In or Manual In work
mode to become available to receive incoming call center calls and to
select your mode of operation. You can change back to Auxiliary Work to
indicate you are not available to receive call center calls; for example,
when you want to take a break. Depending on how your system is
administered, you might be prompted to enter a Reason Code when
changing to Aux Work
Interruptible Aux Work Interruptible Aux Work mode notifies the agents in the Aux work mode
with an interruptible reason code (RC) to become available. When the
configured threshold exceeds, the phone receives a visual as well as
audio indication of a full ring cycle.
Table continues…
Logging out as an agent
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State Description
After Call Work Switch to ACW to perform after-call work, such as completing a call-
related form. The call distribution system automatically changes your
agent state to ACW if you are in Manual-In mode.
You may also enter this state automatically when you are in Auto-In mode,
if your system administrator has configured automatic ACW for a preset
time period after call completion.
On Call This state is automatically assigned when you are active on a call. If you
are active on an ACD call, the “On-ACD Call” icon is displayed; otherwise,
the “On non-ACD Call” icon is displayed.
Forced Logout This state is assigned at a specified time determined by your system
administrator. The Forced Logout icon is displayed on the top line only if
the administrator has assigned a logout time for you. If you are not on a
call, you are logged out of the ACD regardless of which agent state you
are in.
Logout Override You can invoke this state if you want to continue working after your
scheduled logout time. The Logout Override icon is displayed on the top
line only if you have invoked to override the administered Forced Logout
before the scheduled time.
When an ACD call is received, the work mode changes from Aux Work to Auto In or Manual In if
ACD call is received.
Pending states are assigned whenever you request a state change while active on a call. For
example, you request to change to an Aux Work state while active on a call. When the call is
released, the pending state change become effective immediately.
Getting started
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Chapter 4: Call Center Agents operations
Activating After Call Work
About this task
You can activate After Call Work at any time while you are logged in as an agent. If After Call
Work is activated on a call, the phone indicates the pending status of the After Call Work when the
call is released.
Procedure
1. Press Main menu, and scroll to Features.
2. Press one of the following:
•Enter
•OK
3. From the Features list, scroll to After Call Work.
4. Press one of the following:
•Enter
•OK
Result
The After Call Work icon appears on the Agent Status Line.
Activating Auxiliary Work
About this task
Use this procedure to notify the system that you are unavailable to attend any call.
Before you begin
Ensure that you specify a reason by entering a Reason Code.
Procedure
1. Press Main menu, and scroll to Features.
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2. Press one of the following:
•Select
•OK
3. Scroll to Aux Work.
4. Press one of the following:
•Select
•OK
5. (Optional) If your system administrator has assigned you with a forced reason code, enter
the Reason Code.
6. Press one of the following:
•Select
•OK
Result
One of the following icon displays on the screen:
• The Aux Work icon displays on the Agent Status followed by the Reason Code.
• The Aux Work Pending icon displays on the Top followed by the Reason Code.
Activating Interruptible Auxiliary Work
About this task
Use this procedure to notify agents in Aux Work mode when the configured threshold exceeds.
Before you begin
Ensure that you specify a reason by entering a Interruptible Reason Code.
Procedure
1. Press Main menu, and scroll to Features.
2. Press one of the following:
•Select
•OK
3. Scroll to Interruptible Aux Work.
4. Press one of the following:
•Select
•OK
Call Center Agents operations
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5. (Optional) If your system administrator has assigned you with a forced reason code, enter
the Interruptible Reason Code.
6. Press one of the following:
•Select
•OK
Activating Auto In
About this task
The Auto In work mode enables you to go back to the Automatic Call Distribution (ACD) available
queue as soon as you end an ongoing call.
Note:
In most configurations, either the Auto In feature or the Manual In feature is available, but not
both.
Procedure
1. Press Main menu, and scroll to Features.
2. Press one of the following:
•Enter
•OK
3. From the Features list, scroll to Auto In.
4. Press one of the following:
•Enter
•OK
Result
The Manual and Available icons appear on the Agent Status line.
Activating Manual In
About this task
In an active on a call, use this procedure to make your status available to service the ACD queue.
When you are in Manual In mode, the system automatically changes your status to After Call
Work (ACW) as soon as you end the ongoing call.
Activating Auto In
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Note:
In most configurations, either the Auto In feature or the Manual In feature is available, not
both.
Before you begin
Ensure that depending on your provisioning, you must enter a Stroke Count or Call Work Code
before being allowed to enter the manual-in mode.
Procedure
1. Press Main menu, and scroll to Features.
2. Press one of the following:
•Select
•OK
3. Scroll down to Manual In.
4. Press one of the following:
•Select
•OK
5. (Optional) To go back to the ACD available queue, press Manual In mode again.
Result
The Manual and Available icons appear on the Agent Status line.
Call Center Agents operations
April 2018 Using Avaya J169/J179 IP Phone SIP in a Call Center 18
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Chapter 5: Call Center phone opertions
Answering and ending a call
About this task
When you are logged in, available, and receive an incoming ACD call, the phone displays a string
of up to 16 digits on the Agent Information line, if collected digits are associated with the call.
Procedure
1. When you receive an incoming call, you can:
• Press Answer to answer the call.
• Press Ignore to silence the alerting without answering the call.
2. Press Release to end the ongoing call.
Result
If the incoming call has collected digits information, it is automatically displayed on the Agent
Information line. The Information icon appears before the digits.
If the incoming call has UUI information associated with it, the UUI Info button is lit. When you
press the UUI Info button, the phone displays the UUI information on the Agent Information line,
with the UUI icon appearing before the call information. The UUI information replaces the collected
digits information for a short period of time before returning to display the collected digits
information.
When you receive an incoming call, the phone uses the Vector Directory Number (VDN) name
feature and displays certain information about the caller on the phone display screen.
To use a headset to answer the calls, connect the headset to the phone, and press the Headset
button. The handset is deactivated and the Headset button is lit.
Note:
If you press the Release softkey to end the call, the light on the headset button might turn off.
You can still use the headset to answer the next call.
Handling a call by using MDA
Before you begin
Ensure that the system administrator activates the option for your extension.
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Procedure
1. Answer or initiate a call from the first phone.
2. Press Bridge on the first phone to switch to the second phone.
The bridged call appears on the second MDA phone. However, limited service icon might
appear briefly if your MDA phone joining the call has a different signalling mode address
family. This will disappear automatically after the MDA phone joining the call switches and
starts using the existing calls signalling mode address family.
Stroke counts
Your administrator can define up to nine different customer-related events using keys 0 through 9
by using Stroke Counts feature.
Note:
Stroke Count 0 is used for tracking any audio quality issues. It can be entered while in any
agent state or work mode as long as you are logged in as an agent.
Use these pre-defined keys to report the number of times that a particular event occurs. On a
single call, you can send any of the configured stroke counts and repeat them as many times as
the incident occurs.
To enter a stroke count, you must be logged in and be in one of the following states:
• Active state on an ACD or DAC call.
• ACW state after disconnecting from a call.
• Timed ACW state after disconnecting from a call.
If you are not in any of these states, the phone displays INVALID STATE on the Top Line and the
Stroke Count information is not sent. As well, the LED associated with this feature or the touch
phone equivalent will flutter.
Your Feature screen displays Stroke Count (#), where # is the number from 0 to 9 that your
system administrator has defined for specific customer events.
Related links
Sending Stroke Counts on page 20
Sending Stroke Counts
About this task
Use this procedure to send the Stroke Count information to the CC Elite server.
Call Center phone opertions
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