Next steps
The top bar of the phone screen displays the agent status.
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.
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.
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.
Agent state
April 2021 Using Avaya J189 SIP IP Phone in Open SIP 125
Comments on this document? infodev@avaya.com
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