Agent state
You can select one of the following states when you are available or unavailable to take a call:
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 121
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 121
Initiating the Customer originated trace on page 126
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.
BroadWorks Call center
April 2021 Using Avaya J169 and J179 SIP IP Phones in Open SIP 126
Comments on this document? infodev@avaya.com
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