Avaya 9641GS - Chapter 3: Call Center Deskphone Operations; Answering and Ending a Call

Chapter 3: Call Center Deskphone
operations
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:
• Tap Answer to answer the call.
• Tap Ignore to silence the alerting without answering the call.
2. Tap 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 Deskphone 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 Deskphone uses the Vector Directory Number (VDN) name
feature and displays certain information about the caller on the Deskphone 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.
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 24
Comments on this document? infodev@avaya.com