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.
Logging in to the phone
About this task
As a call center agent, you can login to the phone using your user name and password.
Contact your system administrator to obtain the login credentials if you are logging in for the first
time or if you forgot your login credentials.
Before you begin
Ensure that your administrator assigns you to a call center.
Procedure
1. On the login screen, in the Line/Port field, type your user name.
2. Press Enter.
3. In the Password field, type your password.
April 2021 Using Avaya J189 SIP IP Phone in Open SIP 121
Comments on this document? infodev@avaya.com
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