could be the following: Requires Follow-Up, Issue Resolved or Contacted Sales Rep. The system
administrator defines the disposition codes for a call center. The agents can enter these codes
either during the call or only in a call wrap-up state.
Note:
The phone refreshes every 30 minutes to load if there are any new disposition codes, or to
load the values immediately you can restart the phone.
Entering disposition code
About this task
Depending on the type of the active call, you can enter the disposition code to categorise a call.
You can enter the disposition codes during an active call or only in a call wrap up state.
Before you begin
Ensure that you are assigned to a premium call center.
Ensure that your administrator has defined the disposition codes for your call center.
Ensure you are entering the disposition codes for a call center call.
Procedure
1. Press the Main menu.
2. Scroll to Features, and press Select.
3. Scroll to Disposition code, and press Select.
4. Scroll to the required Disposition code, and press Select.
Next steps
The disposition code is added to the call.
Hold reminder
As a call center agent, you may handle multiple ACD calls at once and can place calls on hold. If
an ACD call remains on hold for a time longer than the administrator set value, there is a ring
reminder on your phone screen. You will receive a ring reminder when you are not busy with other
calls.
BroadWorks Call center
April 2021 Using Avaya J189 SIP IP Phone in Open SIP 128
Comments on this document? infodev@avaya.com
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