BLF call operations.............................................................................................................. 108
Making a call to a monitored user................................................................................... 108
Picking up an incoming call............................................................................................ 109
Barging in on an active call............................................................................................. 109
Unparking a call............................................................................................................. 110
Prioritizing incoming calls over a BLF call........................................................................ 110
Chapter 15: Shared call appearance................................................................................... 111
SCA icons and visual LED indication..................................................................................... 112
Joining a call in a shared line................................................................................................ 113
Putting a call on private hold and resuming a call................................................................... 113
Customizing ringtones for the SCA extension......................................................................... 114
Customizing SCA lines......................................................................................................... 115
Customizing incoming call alerts for shared lines.................................................................... 115
Viewing SCA configuration................................................................................................... 116
Chapter 16: Simultaneous Ring Personal........................................................................... 118
Accessing Simultaneous Ring Personal from the phone menu................................................ 118
Disabling Simultaneous Ring Personal during an active call.................................................... 119
Adding a Simultaneous Ring number.................................................................................... 119
Editing Simultaneous Ring numbers..................................................................................... 120
Deleting a Simultaneous Ring number.................................................................................. 120
Chapter 17: BroadWorks Call center.................................................................................. 121
Logging in to the phone....................................................................................................... 121
Logging out of your phone.................................................................................................... 122
Call center status................................................................................................................ 122
Viewing the call center status............................................................................................... 122
BroadWorks Call Center icons.............................................................................................. 123
ACD call information............................................................................................................ 123
Viewing the ACD call information from the call details............................................................. 124
Setting the agent state......................................................................................................... 124
Agent state......................................................................................................................... 125
Customer originated trace.................................................................................................... 125
Initiating the Customer originated trace........................................................................... 125
Escalation calls to supervisor............................................................................................... 126
Escalating a call to the supervisor................................................................................... 126
Emergency escalation......................................................................................................... 127
Escalating a call to the supervisor during an emergency................................................... 127
Call disposition codes.......................................................................................................... 127
Entering disposition code............................................................................................... 128
Hold reminder..................................................................................................................... 128
Chapter 18: Customization.................................................................................................. 129
Phone................................................................................................................................ 129
Setting the dialing mode................................................................................................. 129
Displaying сall timers..................................................................................................... 129
Contents
April 2021 Using Avaya J189 SIP IP Phone in Open SIP 10
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