Avaya 16CC manual Accessing the Features Menu, Send all calls, Sending a call to another number

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Accessing the Features Menu

Accessing the Features Menu

1.From the Phone screen, scroll right to access the first feature on the Features Menu.

Note:

To return to the main Phone screen, press the Phone/Exit button or the Exit softkey.

2.Scroll down to see the features that have been administered for your extension.

Note:

The green LED next to the Feature button indicates if the feature is currently on or off. If the light is on, the feature is on. The red LED next to the Feature button blinks while the feature label is displayed on the screen.

Send all calls

The Send All Calls (SAC) feature allows you to send all of your incoming calls directly to a predefined coverage number, typically your voice mail. Incoming calls ring once at your extension and then go directly to a number which is set by your system administrator. If you are logged in as an agent, you cannot send your call center calls to coverage.

Sending a call to another number

Follow this procedure only if you see a Send All softkey. If you do not see a Send All softkey, this feature is not administered on your phone.

Note:

You cannot send call center calls to another phone.

1.Press the Send All Calls feature button to send all calls to coverage.

The green LED next to the feature button turns on and the Send All softkey displays.

2.To turn the feature off, press the Send All Calls feature button. The green LED next to the feature button turns off.

Forwarding a call

The Call Forward feature allows you to forward your incoming calls to another number. You must enter the telephone number where the calls will be forwarded each time you use this feature. You can forward calls only to internal numbers and only when you are not logged in as an agent.

1.Press the Call Forwarding feature button.

2.Dial the number you want to forward your calls to and press the Enter softkey. The green LED next to the feature button turns on.

3.To turn call forwarding off, press the CFrwd feature button. The green LED next to the feature button turns off.

Note:

If you use a Feature Access Code to enable call forwarding, a confirmation tone indicates the feature is on.

22 Avaya Agent Deskphone 16CC User Guide

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Contents Avaya Agent Deskphone 16CC User Guide About Agent Work Modes and Agent States Getting Your Messages Contents Avaya Agent Deskphone 16CC User Guide Link disclaimer Warranty CopyrightDocumentation disclaimer Avaya supportAvaya Agent Deskphone 16CC User Guide Top Display Line Combinations for Agents DACACW Avaya Agent Deskphone 16CC Phone Buttons and Features Introduction to the Avaya Agent Deskphone 16CCAvaya Agent Deskphone 16CC Phone Buttons and Features About LEDs Feature Button LEDsCall/Line Appearance Button LEDs About Paper Labels About Logging In to and Out of Your TelephoneScrolling and Navigation Telephone StandAgent logout Agent loginAbout Agent Work Modes and Agent States Logging out of your telephone extensionMaking a Call Changing Agent Work Mode or StateAbout Agent Skills Viewing Agent SkillsAnswering a call if you are not logged in as an agent Answering a CallAnswering a call if you are logged in as an agent Calling a person from the Contacts listMuting a Call Sending an incoming call to voice mailIgnoring an incoming call Putting a Call on HoldBridged Calls Viewing Contacts details ContactsSearching for a contact Press ContactsEditing a contact Adding a new contactDeleting a contact Call Log Turning call logging on or off About Advanced Telephone FeaturesGetting Your Messages Logging into your voicemailSending a call to another number Accessing the Features MenuSend all calls Forwarding a callAvaya Menu Options/SettingsTurning off call forwarding Adjusting the brightness or contrast of the display Setting redial optionsTurning the call timer on or off Turning show incoming call on or offPersonalizing the ring pattern Turning error tones on or offSetting Automatic Gain Control Changing the languageSetting the time format Viewing Network InformationIndex Language

16CC specifications

Avaya 16CC, short for Avaya Communications Cloud, is a robust and versatile communications solution designed for businesses seeking to enhance their operational efficiency and improve customer engagement. Leveraging cutting-edge technology, Avaya 16CC seamlessly integrates with various platforms to deliver a comprehensive communications experience.

One of the key features of Avaya 16CC is its unified communications capability. This allows users to access voice, video, messaging, and collaboration tools from a single interface. The integration of these services streamlines workflows, enabling employees to communicate more effectively and respond to customer needs promptly.

Avaya 16CC utilizes a cloud-based architecture, which offers immense flexibility and scalability. Businesses can easily scale their communication solutions up or down based on fluctuating demands, ensuring they only pay for what they use. This cloud-native model also reduces maintenance costs and eliminates the need for complex on-premise hardware.

Another significant characteristic of Avaya 16CC is its support for advanced analytics. The platform provides real-time insights into communication patterns and customer interactions, helping organizations optimize their operations. By harnessing data-driven insights, businesses can make informed decisions to enhance service delivery and customer satisfaction.

Avaya 16CC also prioritizes security, implementing robust measures to protect sensitive communications. With end-to-end encryption, secure access protocols, and compliance with industry standards, organizations can confidently use the platform knowing that their communications are safeguarded.

One of the standout technologies in Avaya 16CC is its artificial intelligence (AI) capabilities. AI-driven features such as virtual assistants and chatbots automate routine inquiries, allowing agents to focus on more complex customer interactions. This not only improves efficiency but also enhances the overall customer experience.

Additionally, Avaya 16CC supports omnichannel communication, enabling businesses to interact with customers through various channels including voice, chat, email, and social media. This flexibility ensures that customers can reach out through their preferred medium, leading to higher satisfaction rates.

Finally, the platform is designed with user-friendliness in mind. Intuitive interfaces and customizable dashboards allow users of all technical backgrounds to navigate the system with ease. Training and support resources further empower employees to maximize the benefits of Avaya 16CC.

In summary, Avaya 16CC is an advanced communications solution that combines unified communications, cloud scalability, robust analytics, security, AI capabilities, omnichannel support, and user-friendly design. This makes it an ideal choice for organizations looking to enhance their communication strategies and drive business growth.
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