Emergency escalation
When you are on a call center call and wants to escalate the current call to their supervisor, can
do so by using the Emergency escalation feature. When the you escalate a call, the phone
immediately initiates a 3-way conference call. If required, you can select the supervisor from the
list of available supervisors of the call center.
Escalating a call to the supervisor during an emergency
About this task
When you are handling a call center call, if the call requires you to involve a supervisor
immediately, you can use the emergency 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 a call center call.
Procedure
1. You are on an active call center call.
2. Press the Main menu.
3. Scroll to Features, and press Select.
4. Scroll to Escalation, and press Select.
5. The Emergency 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.
Call disposition codes
Call disposition codes are available in the premium call centers to address multiple scenarios
related to the call center calls. For instance, to capture the result of the call, the call disposition
Emergency escalation
April 2021 Using Avaya J189 SIP IP Phone in Open SIP 127
Comments on this document? infodev@avaya.com
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