Copyright 2010-2017 Obihai Technology, Inc.
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To make the setting of this network-provided service viewable and changeable from the phone, you must enable the
option
SPn Service
–
Network Provided Services
::
CallForwardNoAnswer
. This feature is similar to the
CallForwardOnNoAnswer feature that is available natively on the phone (per line). To use the version that is provided
by the soft-switch, the administrator is advised to disable the native version to avoid ambiguity.
The only way of access from the phone is by going through the Net Services app. The user can enable/disable the
feature, set the forwarding number, and also the number of rings before forwarding the call; the setting is submitted to
the server with a subscribe request and stored on the server.
Do Not Disturb
To make the setting of this network provided service viewable and changeable from the phone, you must enable the
option
SPn Service
–
Network Provided Services
::
DoNotDistrub
. The functionality provided by this feature is similar
to that of the DoNotDisturb feature that is available natively on the phone (per line). To use the version that is provided
by the soft-switch, the administrator is advised to disable the native version to avoid ambiguity.
In addition to going through the Net Services app, the setting can also be accessed via:
•
Feature Key: Define a feature key with the function
Do Not Disturb
. Set the Service parameter of the key
to the SP service that provides this feature
User can enable/disable this feature from the GUI; the setting is submitted to the server with a subscribe request and
stored on the server.
ACD Agent State
ACD stands for Automated Call Distribution and is the primary way a call-center distributes calls among a number of
agents. Normally the ACD controller only sends a new call to an agent who is in the
“Available”
state. An agent typically
“Signs On” when they arrive at work and then “S
igns Off
”
when done for the day (or taking a very long break). The
agent may at any time
tag themself as “U
navailable
” when ta
king a break, or
“W
rapping Up
”
when filing paperwork for
the last call before taking another call. Through as-event subscription, the OBi1000 allows an agent to sign on, sign off,
or change their availability states from the phone GUI. To make this feature available on the phone, you must enable
the option
SPn Service
–
Network Provided Services
::
ACDAgent
.
User can invoke this feature in two ways:
•
Press the feature key with the function ACD Agent
•
Within the Net Services App, select the SP service, and then select the ACD Sign On/Off item
With the ACD feature key, the agent can sign on by pressing the key once.
With the OBi1000, an agent can sign on/off and change its state from the phone GUI. The agent can set its state to to
one of the following values:
•
Available (to take new calls)
•
Unavailable (to take new calls)
•
Signed Off
•
Wrapping Up (the last 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 bec
ome “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 to become “Available”.
Note that the 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, such as a web portal for agents.
