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User Guide

eSpace 7910 and 7950 IP Phone V200R003C30

Describes the services supported by the eSpace 7910&7950 IP phones and the implementation of such services.

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IPCC Linkage

IPCC Linkage

Prerequisites

  • An agent user that supports IPCC linkage has been configured on the Agent Management system.
  • eSpace 7910 or 7950 IP Phone has been installed.
  • The linkage service rights have been configured on the IP phone and server.
  • The network environment for eSpace 7910 or 7950 IP Phone has been set to CC.
  • For details about how to configure an agent user, see "Configuring Agent Users" in the eSpace CC Solution Product Documentation.
  • For details about how to configure the linkage service rights, contact your system administrator.
  • For details about how to configure the network environment for eSpace 7910 or 7950 IP Phone, see "Server" in the eSpace 7910 and 7950 IP Phone Administrator Guide.

Setting the Linkage Type to Agent Linkage

Access the phone web page, choose Call Settings > Linkage > Agent Linkage, and click Save.

Functions

After an IP phone is linked with the Agent Client system, the agent can answer and end calls and make outbound calls by operating either the Agent Client system or the IP phone. Table 7-17 lists the IP phone linkage functions.

Table 7-17 Function description

Function

Description

Phone status synchronization

The agent status automatically shows busy on the Agent Client system when the IP phone is faulty or is used to answer a call that is not routed by the CTI. In either case, the CTI does not distribute calls to the agent any more, and the agent status cannot be changed.

Call answer

The agent can use the IP phone to answer a call in either of the following ways:

  • Click the Answer icon on the Agent Client system.
  • Press the Answer softkey on the IP phone.
NOTE:

If the automatic answer function has been enabled, the agent can directly talk with the customer on the IP phone when the call is received.

Call resume

  • The agent performs the call resume operation on the Agent Client system, and the call placed on hold is resumed on the IP phone.
  • The agent performs the call resume operation on the IP phone, and the calling window is displayed on the Agent Client system.

Call hold

  • The agent performs the call hold operation on the Agent Client system, and the screen indicating that the call is placed on hold is displayed on the IP phone.
  • The agent performs the call hold operation on the IP phone, and the window indicating that the call is placed on hold is displayed on the Agent Client system.

Transfer

  • The agent performs the call transfer operation on the Agent Client system, and the screen indicating that the call is being transferred is displayed on the IP phone.
  • The agent performs the call transfer operation on the IP phone, and the window indicating that the call is being transferred is displayed on the Agent Client system.

Call divert

  • The agent diverts a call to a third-party number on the Agent Client system. The incoming call screen is closed on the IP phone.
  • The agent diverts a call to a third-party number on the IP phone. The incoming call window is closed on the Agent Client system.

Mute

  • The agent performs the mute operation on the Agent Client system, and the IP phone is muted and its mute LED is on.
  • The agent performs the mute operation on the IP phone, and the Agent Client system is muted.

Unmute

  • The agent performs the unmute operation on the Agent Client system, and the IP phone is unmuted and its mute LED is off.
  • The agent performs the unmute operation on the IP phone, and the Agent Client system is unmuted.

Call end

The agent can end a call in either of the following ways:

  • Click the End Call icon on the Agent Client system. The IP phone also automatically changes to on-hook state.
  • Press the Hangup softkey on the IP phone. The Agent Client system also automatically releases the call.

Outbound call

The agent can make an outbound call in either of the following ways:

  • Click the Call Out icon on the Agent Client system and dial the customer number from the keypad that is displayed.
  • Directly dial the customer number on the IP phone.
NOTE:

The phone linkage service does not work for the automatic outbound and Callback services.

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Updated: 2019-10-30

Document ID: EDOC1000129167

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