Chapter 1: Introduction to the Avaya Call
Center agent deskphones
The 9608, 9608G, 9611G, 9621G, 9641G, and 9641GS are multiline deskphones that you can use
in a standard office environment or with Avaya Call Center 3.0 or later releases. The 9621G, 9641G,
and 9641GS deskphones are touch-based phones with a color display. The 9611G, 9608, and
9608G are button-based phones. The 9611G has a color display, while the 9608 has a monochrome
display.
You can connect a dual headset adapter to the 9641G, 9641GS, 9608, and 9611G models so that
two persons can listen in on calls. You can attach up to three button modules to these models to
extend call appearances or features or both.
Additionally, the 9641G and 9641GS deskphones have an optional faceplate designed specifically
for using this model in a call center. With these deskphones you can obtain convenient features and
capabilities at your fingertips, including a Phone Screen to view and manage your calls, and icons
indicating agent status, call states, feature status, queued calls, and missed calls. Using the
designated feature buttons, you can change your agent work mode or state with one touch.
Not all functions and features described in this user guide may be available on your deskphone or
applicable to the way your call center operates. If you find that a function or feature is not available,
contact your supervisor or administrator.
Important:
This guide describes only the features and operation of the 9608 and 9611G deskphones in a
call center environment. Specific user guides address standard office deskphone operation and
features such as placing calls, reviewing call history, conference calling, and modifying
deskphone options and settings for your personal preferences. Depending on which deskphone
model you are using, see Avaya one-X
®
Deskphone SIP for 9608 and 9611G IP Telephone
User Guide or the Avaya one-X
®
Deskphone SIP 9621G and 9641G User Guide for 9600
Series IP Telephones, available on the Avaya Support Site:
http://avaya.support.com.
Differences between the H.323 and SIP deskphones
June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 5
Comments on this document? infodev@avaya.com
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