Nortel Networks NN43119-100 manual Index

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Contents

Supervisor features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Using Answer Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Agent key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using Answer Emergency

46

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Activating Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Transitioning to Night Service . . . . . . . . . . . . . . . . . . . . . 48 Deactivating Night Service . . . . . . . . . . . . . . . . . . . . . . . . 48

Using Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using Display Agent Status

49

Using Display Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

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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 Features IP Softphone 2050 overviewIP Softphone 2050 overview Call Control window Settings windowComponents Local Directory windowI2050.exe application System tray icon and menuExpansion Module Accessibility Interface IP Softphone Call Control windowCall Control window Call Control Window-1100 series themeCall Control Window-Compact Theme silver Call Control window elements and functions Element FunctionMute On or Mute Off IP Softphone 2050 components and functions Part 3 Hot keys Adding a hot keyRemoving a hot key System tray icon and menu IP Softphone 2050 Directories Local DirectoryOpening a Local Directory from the Call Control window Directory entry managementCS 1000 Directory IP Softphone 2050 Directories Agent and Supervisor features Line and feature keysFor basic ACD Logging in without Agent IDLogging in with Agent ID For Basic ACD or Contact Center ManagerLogging in using Agent ID and Multiple Queue Assignments Using MQA login optionsLogging in No Supervisor ID, With Priority Logging in No Supervisor ID, No PriorityLogging in Supervisor ID, No Priority Logging in Supervisor ID, With Priority Logging out temporarily Using Default LoginLogging out an agent Logging outAgent features Incoming Call NotificationAnswering a call Using Force CallAnswering ACD calls Terminating a callUsing Activity Code Using Emergency Using Record On Demand keyUsing Save key Contacting your supervisor Using NotReadyAnswering or making non-ACD calls Placing a callAnswering a call from your supervisor Answering a call from your supervisor when on a callPlacing a call to your supervisor when on a call Conferencing your supervisor to a call in progressSupervisor features Using Answer AgentUsing Agent key Using Answer EmergencyUsing Night Service Using Call AgentUsing Interflow Transitioning to Night Service Using ObserveActivating Night Service Deactivating Night ServiceUsing Display Agent Status Display Agent StatusUsing Display Queue Indicator Queue Status MeaningIndicator Queue Status Meaning Supervisor features Index Index Page Copyright 2002-2010 Nortel Networks. All rights reserved