Chapter 17: 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
• Avaya J189 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 122
Logging out of your phone on page 23
Call center status on page 123
Viewing the call center status on page 123
BroadWorks Call Center icons on page 123
ACD call information on page 124
Viewing the ACD call information from the call details on page 124
Setting the agent state on page 125
Agent state on page 126
Customer originated trace on page 126
Escalation calls to supervisor on page 127
Emergency escalation on page 128
Call disposition codes on page 129
Hold reminder on page 130
April 2021 Using Avaya J169 and J179 SIP IP Phones in Open SIP 121
Comments on this document? infodev@avaya.com
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