Set Up A Call Center Agent Phone - Cisco 8851 Administration Manual

Call Features Configuration
Procedure
Step 1 On the Configuration Utility page, select Admin Login > advanced > Voice > Regional.
Step 2 In the Vertical Service Activation Codes area, enter *78 in the DND Act Code field.
Step 3 In the Vertical Service Activation Codes area, enter *79 in the DND Deact Code field.
Step 4
Click Submit All Changes.

Set Up a Call Center Agent Phone

You can enable a phone with Automatic Call Distribution (ACD) features. This phone acts as a call center
agent's phone and can be used to trace a customer call, to escalate any customer call to a supervisor in
emergency, to categorize contact numbers using disposition codes, and to view customer call details.
Before You Begin
Set up the phone as a call center phone on the BroadSoft server.
Procedure
Step 1 On the phone web page, select Admin Login > Advanced > Voice > Ext(n).
Step 2 In the ACD Settings section, set up the fields as described in
Step 3 Click Submit All Changes.
Set Up a Phone for Presence
Before You Begin
Set up the Broadsoft server for XMPP.
Procedure
Step 1 In the phone web page, click Admin Login > advanced > Voice > Phone.
Step 2
In the Broadsoft XMPP section, set the fields as described in
Step 3 Click Submit All Changes.
Bluetooth Handsfree Profile Audio Gateway
Cisco IP Phones 8851 and 8861 support Hands-free Audio Gateway mode to work with your Bluetooth
headset.
Cisco IP Phone 8800 Series Multiplatform Phones Administration Guide
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ACD Settings, on page 260.
Broadsoft XMPP, on page 250.