Chapter 12: BroadWorks Call center
You can use the BroadWorks call center feature using the following IP Phone models:
• Avaya J159 IP Phone
• Avaya J169/J179 IP Phone
The administrator enables the call center feature.
Depending on your requirement and the user license, the administrator assigns you to one of the
following call centers:
• Basic call center: Support a simple call distribution and queuing scenario for a small work
group. Inbound calls are distributed based on the agent’s line state.
• Standard call center: Support a normal call center environment with flexible routing options and
the agent’s workflow includes the ACD states.
• Premium call center: Support the most advanced set of routing and call management options
for a formal call center environment. It supports ACD states, disposition codes to associate with
ACD calls, and outbound calling.
Related links
Logging in to the phone on page 101
Logging out of your phone on page 21
Call center status on page 102
Viewing the call center status on page 102
BroadWorks Call Center icons on page 102
ACD call information on page 103
Viewing the ACD call information from the call details on page 103
Setting the agent state on page 104
Agent state on page 104
Customer originated trace on page 105
Escalation calls to supervisor on page 106
Emergency escalation on page 107
Call disposition codes on page 108
Hold reminder on page 109
April 2020 Using Avaya J159 IP Phone in an Open SIP environment 100
Comments on this document? infodev@avaya.com
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