• Go on-hook.
• Log out.
• Press Hard Release Key.
Assisting an agent on an observed call
About this task
You can assist an agent whose call you are observing by choosing Talk mode. If you choose Talk,
you can talk to the caller and the agent.
Before you begin
Ensure that your administrator configures the Talk feature and you are already observing a call.
Procedure
While on the Call Observation line, press the Talk softkey to talk to your agent and the caller.
SLA Mon
™
SLA Mon
™
technology is a patented Avaya technology embedded in Avaya products to facilitate
advanced diagnostics. The phones supports Avaya Diagnostic Server with SLA Mon
™
agent.
SLA Mon
™
server controls the SLA Mon
™
agents to execute advanced diagnostic functions, such
as:
• Endpoint diagnostics
- To remotely control IP phones to assist end users with IP phone configuration and
troubleshooting.
- To remotely generate single and bulk test calls between IP phones.
- To remotely execute limited packet captures on IP phones to troubleshoot and diagnose IP
phone network traffic.
• Network monitoring
- To monitor multiple network segments for performance in terms of packet loss, jitter, and
delay.
- To monitor hop-by-hop QoS markings for voice and video traffic.
SLA Mon
™
April 2021 Using Avaya J189 SIP IP Phone in Avaya Aura
®
99
Comments on this document? infodev@avaya.com
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