120 - Make assigning buttons on the J Series SIP phones easier
complete
James Davis
In testing the new J Series SIP Phones, one annoying thing that keeps occurring is if you set the phone to Half Screen, the button assignments do not make sense (i.e. how they Line up in CM as a SIP phone vs a H.323 phone).
When you look at a H.323 phone in half screen, the buttons in CM go up and down from left to right (1 thru 4 on the Left - 5 thru 8 on the right) and it repeats all the way down.
In a J Series SIP Phone it doesn't work that way, the buttons in CM have to be staggered with Odd and Even going left to right (1, 3, 5, 7 is on the left - 2, 4, 6, 8 is on the right) and repeat this all the way down INCLUDING button Mods.
It's a real pain to have to match up CM button to SIP Phone placement.
Can this be adjusted to be like for like between H.323 and SIP phones in CM?
S
Slade Besson
complete
Request is complete per Nick's directions.
Nick Kwiatkowski
James -- The ability to place and customize CC buttons on the phones with the secondary screens (J159, J189) was added in the 4.0.12.0 firmware. After you add the buttons to the phone, you can move them to alternate screens within System Manager. This should complete this request and it is released. You will need SMGR 8.1.3 or later and firmware 4.0.12.0.
Chip Powell
FR #120
James Davis
Just an update - I had to Edit this Feature Request BECAUSE, appears part of what I am asking for is working with newer firmware, but the underling issue is there is a major difference between H.323 Phones and SIP J Series Phones. Below is what the Orginal Request looked like:
Allowing Favorite Buttons on J100 CC type phones
James Davis
In testing of the new J189 phones (Which are currently not native in SM/CM 8.1.3), we found that if you make it a J179CC type phone, you are not able to stick "FAVORITE" buttons onto button modules for the end users to see.
The buttons are never displayed where you program them, and the end user is forced to move the buttons from the Feature List to the button of their choice. This is very undesirable for a customer.
According to Avaya this is working as designed, I counter and say this is poorly designed and should be reconsidered.
This means any time you select a phone to be CC type phone, and you have to do that for Contact Center phones, Avaya is assuming Button Mods are not being used. This is a problem since Avaya treats the 2nd Display of a J189 as a button mod.
J189 or ANY phones could be used as CC, and could have button mods They should still have the same ability to program Favorite buttons that are seen by the end user.
I am asking Avaya to include this ability to the CC type phones.
D
Diane Brown
Agree. Avaya knows contact center is extremely vital to provide positive customer experience. Contact center agents deserve this functionality.