Nortel Networks NN43119-100 manual Agent features

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Contents

For Basic ACD or Contact Center Manager . . . . . . . . . . . 33

Logging in using Agent ID and Multiple Queue Assignments . 34 Using MQA login options . . . . . . . . . . . . . . . . . . . . . . . . . 34 Logging in: No Supervisor ID, No Priority . . . . . . . . . . . . 35 Logging in: Supervisor ID, No Priority . . . . . . . . . . . . . . . 35 Logging in: No Supervisor ID, With Priority . . . . . . . . . . . 35 Logging in: Supervisor ID, With Priority

Using Default Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Logging out an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Logging out temporarily . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Logging out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Incoming Call Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Answering ACD calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Terminating a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Force Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Activity Code

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Using Emergency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Record On Demand key . . . . . . . . . . . . . . . . . . . . . . . . 41 Using SAVE key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using NotReady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Answering or making non-ACD calls . . . . . . . . . . . . . . . . . . . 43 Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Contacting your supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Answering a call from your supervisor . . . . . . . . . . . . . . . 44 Answering a call from your supervisor when on a call . . . 44 Placing a call to your supervisor when on a call . . . . . . . 44 Conferencing your supervisor to a call in progress . . . . . 44 Transferring a call to your supervisor . . . . . . . . . . . . . . . . 44

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Contents IP Softphone Page GNU General Public License Page Page Page No Warranty MAD Revision history Revision history Revision history Contents Agent features Index IP Softphone 2050 overview FeaturesIP Softphone 2050 overview Components Settings windowCall Control window Local Directory windowExpansion Module System tray icon and menuI2050.exe application IP Softphone Call Control window Accessibility InterfaceCall Control Window-1100 series theme Call Control windowCall Control Window-Compact Theme silver Element Function Call Control window elements and functionsMute On or Mute Off IP Softphone 2050 components and functions Part 3 Adding a hot key Hot keysRemoving a hot key System tray icon and menu Local Directory IP Softphone 2050 DirectoriesDirectory entry management Opening a Local Directory from the Call Control windowCS 1000 Directory IP Softphone 2050 Directories Line and feature keys Agent and Supervisor featuresLogging in with Agent ID Logging in without Agent IDFor basic ACD For Basic ACD or Contact Center ManagerUsing MQA login options Logging in using Agent ID and Multiple Queue AssignmentsLogging in Supervisor ID, No Priority Logging in No Supervisor ID, No PriorityLogging in No Supervisor ID, With Priority Logging in Supervisor ID, With Priority Logging out an agent Using Default LoginLogging out temporarily Logging outIncoming Call Notification Agent featuresAnswering ACD calls Using Force CallAnswering a call Terminating a callUsing Activity Code Using Record On Demand key Using EmergencyUsing Save key Answering or making non-ACD calls Using NotReadyContacting your supervisor Placing a callPlacing a call to your supervisor when on a call Answering a call from your supervisor when on a callAnswering a call from your supervisor Conferencing your supervisor to a call in progressUsing Answer Agent Supervisor featuresUsing Answer Emergency Using Agent keyUsing Interflow Using Call AgentUsing Night Service Activating Night Service Using ObserveTransitioning to Night Service Deactivating Night ServiceDisplay Agent Status Using Display Agent StatusIndicator Queue Status Meaning Using Display QueueIndicator Queue Status Meaning Supervisor features Index Index Page Copyright 2002-2010 Nortel Networks. All rights reserved
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