Set Up A Call Center Agent Phone - Cisco 8800 Series Manual

Set Up a Call Center Agent Phone

Procedure
Step 1
Select Voice > Regional.
Step 2 In the Vertical Service Activation Codes section, enter *78 for the DND Act Code parameter.
You can configure this parameter in the phone configuration XML file (cfg.xml) by entering a string in this
format:
<DND_Act_Code ua="na">*78</DND_Act_Code>
Step 3 In the Vertical Service Activation Codes section, enter *79 for the DND Deact Code parameter.
You can configure this parameter in the phone configuration XML file (cfg.xml) by entering a string in this
format:
<DND_Deact_Code ua="na">*79</DND_Deact_Code>
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.
You can also configure the parameters in the phone configuration file with XML(cfg.xml) code. To configure
each parameter, see the syntax of the string in the
Before you begin
• Set up the phone as a call center phone on the BroadSoft server.
• Access the phone administration web page. See
Procedure
Step 1
Select Voice > Ext(n).
Step 2 In the ACD Settings section, set up the fields as described in
page 249
Step 3 Click Submit All Changes.
Cisco IP Phone 8800 Series Multiplatform Phone Administration Guide for Release 11.3(1) and Later
248
table.
Parameters for Call Center Agent Setup, on page 249
Access the Phone Web Interface, on page
Parameters for Call Center Agent Setup, on
Cisco IP Phone Configuration
table.
104.