Obihai OBi1000 User Guide - Manual (Page 38)

OBi1000
User
Guide
Copyright
Obihai
Technology
38
Customer Originated Call Trace
An
agent
can
start
a
call
trace
upon
request
by
the
caller
during
the
call
by
pressing
the
“Trace”
soft
key,
which
is
available
when
the
call
is
in
the
Connected
State.
Escalation
An
agent
can
escalate
the
current
call
to
a
specific
supervisor
or
the
predefined
default
supervisor
by
selecting
the
“Escalate”
soft
key
that
is
available
when
the
call
is
in
the
Connected
State.
After
pressing
“Escalate”,
the
agent
has
a
chance
to
enter
a
specific
supervisor
extension,
or
skip
that
to
use
the
default
supervisor
extension.
Call Center Information
When
the
call
center
sends
a
call
to
the
phone,
it
may
include
some
basic
information
about
the
call
center.
Such
information,
if
available,
is
displayed
with
the
Ring
Alert
message
for
the
incoming
call.
The
call
center
information
that
can
be
displayed
is:
•
Call
Center
name
•
Call
Center
user
ID
•
Average
waiting
time
•
Number
of
calls
in
the
queue
Guest Login/Logout for Hot Desk environments (Hoteling)
This
feature
is
also
known
as
a
Hoteling
or
Hot
Desk
feature
on
some
Soft
Switches
and
PABXs.
The
phone
may
be
set
up
to
be
used
temporarily
by
a
guest,
such
as
a
visiting
employee
or
temp
worker
or
by
multiple
workers
who
share
the
same
desk,
such
as
in
shift-­‐work
and
rostered/rotored
environments.
To
use
this
feature,
the
admin
must
assign
a
feature
key
with
the
Hoteling
function.
The
guest
can
press
the
hoteling
feature
key,
enter
their
user
credentials
and
start
using
the
guest
phone
for
as
if
it
were
their
own
extension
until
logged
out
(either
manually
or
via
server-­‐triggered
logout).
Emergency Calls
Your
phone
admin
may
designate
one
or
more
numbers
as
emergency
numbers.
When
the
phone
detects
that
you
are
calling
one
of
those
numbers,
it
applies
the
emergency
call
treatment
to
that
call
for
the
duration
of
the
call:
•
You
cannot
hold
or
end
the
call;
only
the
remote
party
can
end
it
•
You
can
start
the
call
with
the
headset;
but
you
cannot
switch
to
use
a
headset
subsequently
after
the
call
is
started.
You
can
only
switch
between
the
handset
and
speakerphone
•
You
cannot
start
or
resume
any
other
calls
•
You
cannot
press
the
Home
or
Cancel
key
to
get
to
the
Home
screen
to
start
another
App
•
Call
waiting
is
disabled
•
All
the
feature
keys
are
disabled
Call Diversion History
Sometimes
an
incoming
call
is
sent
to
the
user
extension
after
being
call
forwarded
one
more
times
at
other
extensions.
Each
of
these
call
forward
instances
is
referred
to
as
a
diversion.
When
the
soft
switch
sends
the
incoming
call
to
the
users
phone,
it
may
include
the
diversion
history
of
the
call,
if
any.
OBi1000
shows
the
call
diversion
history
in
the
call
item
of
the
Calls
App,
if
available.