56 - CM - Support q-calls on SIP phones without agent login
Sam Osheroff
When q-call buttons are put on a SIPCC phone, they don't work as expected until an agent logs into the phone. The phone then subscribes to the avaya-cm-cc-info event package, which includes notifications for the q-call status.. This should be changed in CM so q-call buttons can function with the avaya-cm-feature-status subscription (and likewise work on a type "SIP" phone vs having the "SIPCC" requirement). Many call center supervisors don't handle agent calls.
Also note, upon agent logout from the SIPCC desk phone, the phone does not unsubscribe from the avaya-cm-cc-info event package. The q-calls buttons continue to work until the phone or CM are rebooted. That's probably a bug in the phone's firmware.
Sam Osheroff
This appears to be available now on CM 10.2 but only for J-series phones. Why?
Chip Powell
FR# 56 - Sent to Avaya 4/24/20
Terry Schimon
Why use q-call instead of vu button?
Sam Osheroff
Terry Schimon: Great question! The CC's supervisor wants a visual (i.e. light) for when his skills have calls (light on) and when the thresholds are violated (flashing light). The vu-display only shows one skill but multiple q-calls buttons can be added to a button module to give a visual indicator for each skill. We recently discovered these two downsides to the supervisor having a SIP phone. (1) The phone has to be SIPCC to even have the q-calls buttons. (2) The supervisor, who doesn't himself take calls, still has to login an agent to get the phone to SUBSCRIBE to the avaya-cm-cc-info events package that causes the buttons to light. The supervisor's agent doesn't have to stay logged in as there's current a "bug" in the phone firmware where it doesn't unsubscribe to the avaya-cm-cc-info events package.