Before you begin1
Ensure that the Service Observe feature is active.2
Procedure3
To deactivate Service Observe, perform one of the following:4
• While on the Call Observation line, press the EndCall softkey.5
• Answer an incoming call.6
• Select an idle Call Appearance line.7
• Change to an on-hold call.8
• Go on-hook.9
• Log out.10
• Press Hard Release Key.11
Assisting an agent on an observed call12
About this task13
You can assist an agent whose call you are observing by choosing Talk mode. If you choose Talk, 14
you can talk to the caller and the agent.15
Before you begin16
Ensure that your administrator configures the Talk feature and you are already observing a call.17
Procedure18
While on the Call Observation line, press the Talk softkey to talk to your agent and the caller.19
Limit Incoming Calls20
With the Limit Incoming calls feature, you can limit the number of concurrent calls and change the 21
call appearance. When you activate the feature, the multiple call appearance changes to a single 22
call appearance, and the following is observed:23
• When you are on a call, if you receive another call, the second caller gets a busy tone. If the 24
Busy Station Call Log feature is enabled, this call is logged as a missed call in the call log.25
• In Autodial mode, when you dial a number, if your phone receives a call, the phone logs this 26
incoming call as a missed call in the call log.27
Activating Limit Incoming Calls28
About this task29
You can activate the Limit Incoming Calls feature to limit the number of incoming calls and change 30
multiple call appearance to a single call appearance.31
Advanced features
October 2022 Using Avaya J189 SIP IP Phone in Avaya Aura
®
104
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DRAFT—October 5, 2022—8:17 AM (UTC+00:00)
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