Avaya J189 - Agent State; Customer Originated Trace; Initiating the Customer Originated Trace

Result
The call trace performed on the active.
For an immediate last call, the call trace is confirmed by an audio alert.
Escalation calls to supervisor
You can escalate a call to your supervisor by using the Escalation feature. You can choose your
supervisor from the list of assigned supervisors or, if you do not have any preference depending
on the availability of the supervisors, the server will assign you a supervisor. During an escalation,
while you are calling the supervisor, the original calling party is put on hold.
Escalating a call to the supervisor
About this task
When you are handling an internal call (not a call centre call), if the call requires you to involve a
supervisor, you can use the Escalation feature. You can select the supervisor from the list of
available supervisors of your call center, or if you do not have any preference, depending on the
availability of the supervisors, the server will assign you a supervisor.
If you are unable to add a supervisor to an active call, please contact your system administrator.
Before you begin
Ensure that you are assigned to a call center.
Ensure that you are assigned to a supervisor.
Ensure that you are escalating an internal call.
Procedure
1. You are on an active call.
2. Press the Main menu.
3. Scroll to Features, and press Select.
4. Scroll to Escalation, and press Select.
5. The Escalation screen displays the list of supervisors.
6. Scroll to the required supervisor, or Any.
7. Press Select.
Next steps
The selected supervisor is added to the call.
The server adds an available supervisor to the call.
BroadWorks Call center
April 2021 Using Avaya J189 SIP IP Phone in Open SIP 126
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