Agent Work
Mode shows
Agent Status
shows
Icon area shows What this means:
or
On-DAC
Note:
If you put a call on hold, then the Agent
Status line displays the On-hold icon.
About incoming calls
What information is displayed for an incoming call is dependent on the call type and what has been
configured for your system.
VDN information
Depending on how vector programming is configured for your system, incoming calls may traverse
multiple VDNs (Vector Directory Number) or they may stay within the original VDN that received
them.
Note:
A Vector Directory Number (VDN) is a contact number in CM that is, in general, 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 Deskphone that receives the call.
Your Deskphone 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
Deskphone 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
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 16
Comments on this document? infodev@avaya.com
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