Obihai OBi1000 User Guide - Manual (Page 37)

OBi1000
User
Guide
Copyright
Obihai
Technology
37
Call Recording Controls
Some
soft
switch
platforms
(such
as
BroadSoft)
support
call
recording
features
during
a
call.
When
the
feature
is
available,
the
phone
shows
one
of
the
following
call
recording
states
in
the
call
items
of
the
Current
Calls
App:
Icon
Call
Recording
State
Description
Available
Options
off
Recording
has
been
turned
off
Rec.Start
on
Recording
has
been
turned
on
Rec.Stop,
Rec.Pause
paused
Recording
has
been
turned
on
but
paused
at
the
moment
Rec.Resume
The
recording
controls
options
are
available
only
when
the
call
is
in
the
Connected
or
Holding
State.
Advice of Charges (AOC)
Some
soft
switch
platforms
(such
as
BroadSoft)
support
AOC
during
a
call.
When
the
feature
is
available,
the
phone
shows
the
current
and
final
charges
in
the
call
item
of
the
Calls
App.
Call Center Features
Setting Agent State for Automated Call Distribution (ACD)
Automated
Call
Distribution
(ACD)
is
the
primary
way
a
call-­‐center
distributes
calls
amongst
a
group
of
agents.
With
the
OBi1000,
an
agent
can
sign
on
and
off
as
well
as
change
their
state
from
the
phone
GUI.
The
agent
can
set
their
state
to
one
of
the
following
values:
•
Available
(to
take
new
calls)
•
Unavailable
(to
take
new
calls)
•
Signed
Off
•
Wrapping
Up
(the
last
call)
The
ACD
controller
should
only
send
an
incoming
call
to
an
agent
whose
state
is
“Available”.
An
agent
may
change
their
state
to
“signed
off”
when
done
for
the
day,
“Unavailable”
when
on
a
break,
or
“wrap
up”
when
dealing
with
paperwork
or
data-­‐entry
tasks
relating
to
the
previous
call.
While
“Signed
Off”,
the
agent
presses
the
key
once
to
sign
on
and
becomes
“Available”.
While
“Available”,
the
agent
presses
the
key
once
to
become
“Unavailable”;
the
agent
must
also
enter
one
of
the
valid
unavailable-­‐reason
codes
(such
as
11)
that
are
defined
by
the
Call
Center
admin.
While
“Unavailable”
or
“Wrapping
Up”,
the
agent
presses
the
key
once
again
to
become
“Available”.
Note
that
agent
cannot
change
their
state
to
“Signed
Off”
or
“Wrapping
Up”
directly
by
pressing
the
feature
key.
To
change
to
these
states,
the
agent
must
use
the
corresponding
feature
key
menu
item
from
the
GUI
(invoked
by
pressing
and
holding
down
the
feature
key),
or
some
other
means
provided
by
the
Soft
Switch,
PABX
or
call
center
software,
such
as
a
web
portal
for
agents.
Disposition Code
A
disposition
code
is
used
to
mark
a
call
with
a
particular
code,
which
is
then
passed
on
to
the
soft
switch,
PABX
or
call
center
software
for
further
handling.
An
application
of
a
disposition
code
could
be
where
an
agent
is
talking
to
a
customer
and
wants
to
flag
that
customer
for
a
particular
sales
promotion
or
perhaps
even
to
flag
that
customer
as
having
a
short
temper.
Your
phone’s
administrator
configures
the
disposition
codes
in
use
and
the
events
or
activities
these
relate
to.
A
disposition
code
can
be
entered
by
an
agent
for
the
current
call
that
is
still
ongoing,
or
for
the
last
call
that
has
just
ended.
For
the
first
case,
the
agent
selects
the
“Dispose
Code”
soft
key
that
is
available
when
the
call
is
in
the
connected
state.
The
agent
then
enters
the
code
and
submits
it
while
talking
to
the
caller.
For
the
latter
case,
the
agent
can
press
the
feature
key
that
has
been
assigned
the
“Disposition
Code”
function
(by
the
phone
admin)
right
after
the
call,
enter
and
submit
the
code.