Avaya 9608, 9608G, 9611G User Manual
Using Avaya 9608/9608G/9611G IP
Deskphones SIP for Call Center Agents
Release 7.1.13
Issue 1
April 2021
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T9 Text Input and other products are covered by one or more of the
following patents: U.S. Pat. Nos. 5,187,480,5,818,437, 5,945,928,
5,953,541, 6,011,554, 6,286,064, 6,307,548, 6,307,549, and
6,636,162,6,646,573, 6,970,599; Australia Pat. Nos. 727539,
746674, 747901; Austria Pat. Nos. AT225534, AT221222; Brazil P.I.
No. 9609807-4; Canada Pat. Nos. 1,331,057, 2,227,904,2,278,549,
2,302,595; Japan Pat. Nos. 3532780, 3492981; United Kingdom Pat.
No. 2238414B; Hong Kong Standard Pat. No. HK1010924; Republic
of Singapore Pat. Nos. 51383, 66959, 71979; European Pat. Nos. 1
010 057 (98903671.0), 1 018 069 (98950708.2); Republic of Korea
Pat. Nos. KR201211B1, KR226206B1, 402252; People's Republic of
China Pat. No. ZL96196739.0; Mexico Pat. Nos. 208141, 216023,
218409; Russian Federation Pat. Nos. 2206118, 2214620, 2221268;
additional patent applications are pending
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Contents
Chapter 1: Introduction to the Avaya Call Center agent phones......................................... 6
Differences between the H.323 and SIP deskphones................................................................. 6
About Call Center Agent phone screens.................................................................................... 7
Agent work modes and states.................................................................................................. 9
About call center-related icons................................................................................................ 10
Agent Status line display combinations for agents.................................................................... 12
Incoming calls display............................................................................................................ 15
Message Waiting Indicator..................................................................................................... 16
Chapter 2: Call Center Agent operations.............................................................................. 17
About Call Center Agent features............................................................................................ 17
About Reason Codes............................................................................................................. 17
Logging in as an agent........................................................................................................... 17
Logging out as an agent......................................................................................................... 19
Activating After Call Work....................................................................................................... 19
Activating Auxiliary Work........................................................................................................ 19
Activating Auto In.................................................................................................................. 20
Activating Manual In.............................................................................................................. 21
Activating Logout Override..................................................................................................... 21
Agent Greetings.................................................................................................................... 22
Creating Agent Greetings................................................................................................. 24
Recording a greeting message......................................................................................... 26
Playing a manual greeting during an incoming call............................................................. 26
Retrieving Agent greetings............................................................................................... 27
Deleting an Agent Greeting.............................................................................................. 27
Chapter 3: Call Center Deskphone operations.................................................................... 28
Answering a call.................................................................................................................... 28
Handling calls and conferences using Multiple Device Access.................................................. 29
Enabling wireless headset bidirectional signaling..................................................................... 29
Viewing contact presence status............................................................................................. 30
Changing the presence status................................................................................................ 30
Enabling SAC when DND is active.......................................................................................... 30
Entering Stroke Counts.......................................................................................................... 31
Entering Call Work Codes...................................................................................................... 32
Viewing Queue Stats............................................................................................................. 32
Viewing Vu Stats................................................................................................................... 33
Activating Supervisor Assist................................................................................................... 34
Viewing ASAI UUI................................................................................................................. 34
Call observation.................................................................................................................... 35
Activating or deactivating call observation............................................................................... 36
April 2021 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 4
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Contents
Assisting an agent on an observed call................................................................................... 36
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Chapter 1: Introduction to the Avaya Call
Center agent phones
The 9608, 9608G, 9611G, 9621G, 9641G, 9641GS Deskphone and Avaya J100 Series IP Phones
are used in a standard office environment or with Avaya Call Center 3.0 or later releases. The
9621G, 9641G, and 9641GS deskphones are touch-based phones with a color display. The 9611G,
9608, 9608G, and Avaya J100 Series IP Phones are button-based phones. The 9611G, and J179
has a color display, J189 has two color display, and 9608, J169 has a monochrome display.
To extend call appearances or features or both you can attach up to three button modules in Avaya
9608 IP Deskphone and Avaya 9611G IP Deskphone. Avaya J169/J179 IP Phone supports three
JBM24 Button Module or Avaya J100 Expansion Module (JEM24) and Avaya J189 IP Phone
supports up to two Avaya J100 Expansion Module (JEM24).
With these deskphones you can obtain convenient features and capabilities at your fingertips,
including a Phone Screen to view and manage your calls, and icons indicating agent status, call
states, feature status, queued calls, and missed calls. Using the designated feature buttons, you can
change your agent work mode or state with one touch.
Not all functions and features described in this user guide may be available on your deskphone or
applicable to the way your call center operates. If you find that a function or feature is not available,
contact your supervisor or administrator.
Important:
This guide describes only the features and operation of the 9608 and 9611G deskphones in a
call center environment. Specific user guides address standard office deskphone operation and
features such as placing calls, reviewing call history, conference calling, and modifying
deskphone options and settings for your personal preferences. Depending on which deskphone
model you are using, see Using Avaya J169/J179 IP Phone H.323, Using Avaya189 IP Phone
H.323, Avaya one-X® Deskphone SIP for 9608 and 9611G IP Telephone User Guide or the
Avaya one-X® Deskphone SIP 9621G and 9641G User Guide for 9600 Series IP Telephones,
available on the Avaya Support Site:
http://avaya.support.com.
Differences between the H.323 and SIP deskphones
April 2021 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 6
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About Call Center Agent phone screens
There are differences between the H.323 deskphones and the SIP deskphones, which include:
• The Agent Greetings feature is supported by H.323 deskphones, but is currently not available
for the 96x1 SIP deskphones. The feature is supported only with phones that use the Avaya
one-X® Deskphone H.323 application.
• Call Center features, such as login and logout, function differently with SIP using the
advanced capabilities of the SIP architecture.
• If collected digits are available for a call, they appear on the Agent Status line automatically
on the SIP deskphones. No action is required on your part.
About Call Center Agent phone screens
Your Phone screen displays information about your phone and agent settings as well as
information about calls.
What is displayed on your Phone screen is dependent on the phone model and what has been
configured for your system by your system administrator.
No. Name Description
1 Top Line Display Displays date and time and set information.
2 Agent Status Line Displays agent information, such as work mode and state, and when
provided, collected digits.
If collected digits are available with the call, they are displayed without any
action on your part.
If User-to-User Information (UUI) is associated with the call, it is displayed
here when you press the UUI-Info button.
Table continues…
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Introduction to the Avaya Call Center agent phones
No. Name Description
3 Agent Information
Line
4 Softkeys Press to perform that task. What is displayed here is dependent on which
Displays Vu Stats information when you press Vu Stats.
When you press Queue Stats, the Queue Stats information overrides the Vu
Stats information. If Interruptible Aux is activated, the Interruptible Aux
message is displayed.
features are active and whether you are on a call.
No. Name Description
1 Icon area Displays icons such as Forced Logout, Forced Logout Override, pending
state changes, and phone settings.
2 Agent ID Displays your Agent ID when you have logged in. The phone extension is
displayed when you are not logged in.
3 Agent Work Mode Displays your agent work mode: Auto or Manual.
No icon is displayed when the agent is not logged in. As well, no icon is
displayed if you are logged in but have not selected a work mode
4 Agent State Displays your agent state as a icon: Available, Auxiliary Work (with or
without Reason Code), After Call Work, or On call (ACD or non-ACD). See
About call center-related icons on page 10.
5 Features Screen Press the up or down arrow button to access the configured Call Center
Features.
The Top line display, Agent State line and Agent Information line are also visible when viewing the
Features screen.
April 2021 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 8
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Agent work modes and states
Agent work modes and states
The Agent Status line shows your current work mode and state.
The following table shows the possible agent states:
State Description
Available This state is automatically assigned when you are available to receive
ACD calls. With Auto In, you are returned to Available after each call is
released. With Manual In, you must press Manual In to return to the
Available state.
Aux Work You are placed in the Auxiliary Work state after agent login without a
specified work mode. You must change to Auto In or Manual In work
mode to become available to receive incoming Call Center calls and to
select your mode of operation. You can change back to Auxiliary Work to
indicate you are not available to receive Call Center calls, for example,
when you want to take a break. Depending on how your system is
administered, you might be prompted to enter a reason code when
changing to Aux Work.
Interruptible Aux Work Interruptible Aux Work mode notifies the agents in Aux work mode with an
interruptible reason code (RC) to become available. When the configured
threshold is exceeded, the phone receives a visual as well as audio
indication of a full ring cycle.
After Call Work Switch to ACW to perform after-call work, such as completing a call-
related form. The call distribution system automatically changes your
agent state to ACW if you are in Manual-In mode.
You may also enter this state automatically when you are in Auto-In mode,
if your system administrator has configured automatic ACW for a preset
time period after call completion.
On Call This state is automatically assigned when you are active on a call. The
phone displays the On-ACD Call icon when you are active on an ACD call,
else it displays the On non-ACD Call icon.
Forced Logout This state is assigned at a specified time determined by your system
administrator. The Top line displays the Forced Logout icon only if the
administrator has assigned a logout time for you. If you are not on a call,
you are logged out from ACD regardless of which agent state you are in.
Logout Override You can set this state if you want to continue working after your scheduled
logout time. The Logout Override icon is displayed on the Top line only if
you have set the status to override the administered Forced Logout before
the scheduled time.
When an ACD call is received, the work mode changes from Aux Work to Auto In or Manual In.
Pending states are assigned whenever you request a state change while active on a call. For
example, you request to change to an Aux Work state while active on a call. When the call is
released, the pending state change becomes effective immediately.
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Introduction to the Avaya Call Center agent phones
About call center-related icons
What you see on the Deskphone display depends on the features that are provisioned for your
Deskphone.
Note:
The 9611G Deskphone displays colored icons.
The 9608 Deskphone displays black and white icons.
Icon Icon name Where it
appears
After Call
Work
Pending ACW Top Line
Aux Work Agent Status
Pending Aux Top Line
Agent Status
line
display
line
display
Description
The Deskphone displays this icon when you
activate ACW.
Use this state when you are performing any after
call-related work, such as filling in paperwork after
an ACD call.
The Deskphone displays this icon when you
activate ACW when you are active on a call.
The Deskphone displays this icon when you
activate Aux Work.
Enter this state when you are performing non-ACD
activities such as taking a break, or placing an
outgoing call. You may need to enter a Reason
Code for entering the Aux Work state if this
requirement is configured by your system
administrator.
The Deskphone displays this icon when you
activate Aux Work while you are active on a call.
Available Agent Status
line
Pending
Available
April 2021 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 10
Top Line
display
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You are available for any incoming call.
The Deskphone displays this icon when you are not
active on a call, in ACW, or in Aux Work.
The Deskphone displays this icon when you are
changing your state to Available from Aux Work or
ACW and you are active on a call.
Table continues…
About call center-related icons
Icon Icon name Where it
appears
Forced
Logout
Forced
Logout
Top Line
display
Top Line
display
Override
Pending
Logout
Top Line
display
Alerting icon Agent Status
line
On call Agent Status
line
Description
The Deskphone displays this icon when Forced
Logout is active for your Agent ID.
The Deskphone displays this icon if you activate
Forced Logout Override.
The Deskphone displays this icon if you press the
Log Out button while you are active on a call or
when the Forced Logout time arrives and you are
active on an ACD call.
The Deskphone displays this icon when you receive
an incoming call. When you receive an ACD or DAC
call, the icon displays the respective text, ACD or
DAC, horizontally beside the bell.
The Deskphone displays this icon when you are
active on a call. When you receive an ACD or DAC
call, the icon displays the respective text, ACD or
DAC, horizontally.
Held call Agent Status
line
Queue Stats Agent
Information
line
Time in
Queue
Queue Stats
feature button
Threshold
warning
Call threshold
warning
Queue Stats
feature button
If you are active on an ACD call, the On ACD call
icon is displayed, otherwise, the On non-ACD call
icon is displayed.
The Deskphone displays this icon when you have
placed a call on hold. When you place an ACD or
DAC call on hold, the icon displays the respective
text, ACD or DAC, vertically.
The Deskphone displays this icon when you
activate Queue Stats.
The clock icon appears before the oldest call time
and the calls icon appears before the number of
calls in the queue.
The Deskphone displays this icon to indicate when
the time threshold for the oldest call in the queue
has been reached.
The Deskphone displays this icon when the number
of calls in the queue has reached the maximum
configured by your system administrator.
Table continues…
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Introduction to the Avaya Call Center agent phones
Icon Icon name Where it
appears
UUI icon Agent Status
line
Collected
Digits
Information
Agent Status
line
Description
If an incoming call has UUI information, the UUI
feature button lamp is solid.
When you tap the feature, or press the button
associated with this feature, the Deskphone
displays this icon before the UUI information.
If the incoming call has collected digits information,
the Deskphone displays this icon before the digits.
Collected digits are digits that the caller entered
before reaching you.
Agent Status line display combinations for agents
What you see on the Agent Status line of the screen depends on what you are doing at the time
(your agent work mode) and whether you are idle or have an active, held, or incoming call.
In the following example, the Agent Status line indicates you are in Auto In mode and there is an
incoming DAC call.
Use this chart as a guide to possible agent status line display combinations.
• ACD=Automatic Call Distribution
• ACW=After Call Work
• Auto=Auto In
• Aux=Auxiliary Work state
• DAC=Direct Agent Call
• Man=Manual In
• RC=Reason Code #
Agent Work
Mode shows
Auto or Man You are ready to receive DAC or ACD calls.
Agent Status
shows
Icon area shows What this means:
Table continues…
April 2021 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 12
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