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Phone Handsets

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Avaya Phone Handsets

Designed for call-center environments, the 16CC is a cost-effective deskphone that brings VoIP and basic ACD (automatic call distribution) to the agent desktop.

In busy call centres where customer calls arrive every minute of every day, the deskphone must be more than just a communication device - it must be an intelligent endpoint that maximizes a company’s ability to provide exceptional customer service. In addition to being the link between customer and company, it should enable agents and supervisors to meet contact centre performance goals.

Designed with the quality and reliability you expect from Avaya, the 16CC Agent Deskphone provides ACD agent features and capabilities not often found in competitively priced agent models.

The 16CC combines traditional agent features such as LED buttons and fixed feature keys with today’s latest SIP deskphone enhancements including softkeys, a navigation wheel and a context sensitive agent interface. The Avaya 16CC Agent Deskphone helps your agents handle each ACD call as well as personal calls, with ease. Its design is streamlined - with no handset, a one way receive only speaker, and dual headset jacks - for agent and supervisor.

  • One way, receive only speaker
  • SIP protocol support
  • Backlit display - 3.5" diagonal, 4 rows by 24 characters with adjustable display angle
  • Fixed position wedge stand
  • Full reporting support through Call Management System
  • Ethernet (10/100) line interface with a secondary 10/100 port for laptop, PC or similar device
  • PoE 802.3af class 2 device, also supports a local power supply
  • Two Headset jacks located on side of phone


The 16CC has fixed keys for common agent telephone functions including conference, transfer, hold, mute, as well as release. When used with optional Avaya Voice Messaging, a message waiting indicator alerts the agent to messages left by callers, other agents or supervisors. Additionally, the 16 programmable LED buttons give agents one-touch access to a wide variety of ACD features including: "Log-in" to log in to the call centre, "Log-out" to log out of the call centre and "After Call Work" to delay receiving a new call while completing previous call related work.

The 16CC features a backlit display with adjustable viewing angle. The display user interface features intuitive softkeys and provides agent status. The agent’s current work mode and skills are viewable and can be changed via LED buttons or the navigation wheel. When used in conjunction with Avaya Interaction Center, the 16CC can integrate with the agent Softphone application within the Avaya IC desktop. This provides dual or shared control via CTI of the 16CC agent deskphone, allowing the agent to answer, hang-up, change work modes, and access other functions, all from the Softphone application on the workstation.

Avaya Handsets

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