Avaya J159 - Chapter 18: Using the Call Log

Agent state Agent Status icon Description
Available You are ready to receive ACD calls.
Sign in You have logged in to the phone as an agent. You
can receive only direct calls.
Sign out You have logged out of the call center as an agent.
You are still logged into the phone.
Unavailable You are unavailable to receive any ACD call.
Wrap up You are working after a call and not available to
accept ACD calls.
Related links
BroadWorks Call center on page 100
Customer originated trace
You can initiate a call trace on obscene, harassing, or threatening call by using the Customer
originated trace feature. You can initiate the feature on an active call or an immediate last call.
Contact your administrator to enable this feature.
Related links
BroadWorks Call center on page 100
Initiating the Customer originated trace on page 105
Initiating the Customer originated trace
About this task
To initiate a call trace on obscene, harassing, or threatening active call or an immediate last call.
Before you begin
Ensure you are logged in as an agent.
Procedure
1. Press the Main menu.
2. Scroll to Features, and press Select.
3. Scroll to Customer originated trace, and press Select.
Result
The call trace performed on the active.
Customer originated trace
April 2020 Using Avaya J159 IP Phone in an Open SIP environment 105
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