Nortel Networks NN43119-100 manual Agent and Supervisor features, Line and feature keys

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Agent and Supervisor features

Agent and Supervisor features

This section describes login features common to the Call Center Agent and Supervisor.

The IP Softphone 2050 supports six line (DN) and feature keys, accessible from the Call Control window.

Figure 3: Line and feature keys

Use these keys to access and manage Call Center Agent and Supervisor features.

Depending on your system configuration, choose from the following methods of logging in and out:

•“Logging in without Agent ID” on page 33

•“Logging in with Agent ID” on page 33

•“Logging in using Agent ID and Multiple Queue Assignments” on page 34

•“Logging out an agent” on page 37

WARNING

Once logged on, you will be placed into the queue for incoming calls. If you are unavailable or away from your phone, activate Make Set Busy or Not Ready to prevent callers from being directed to your phone.

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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 Settings window ComponentsCall Control window 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 keysLogging in without Agent ID Logging in with Agent IDFor basic ACD 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 Using Default Login Logging out an agentLogging out temporarily Logging outAgent features Incoming Call NotificationUsing Force Call Answering ACD callsAnswering a call Terminating a callUsing Activity Code Using Emergency Using Record On Demand keyUsing Save key Using NotReady Answering or making non-ACD callsContacting your supervisor Placing a callAnswering a call from your supervisor when on a call Placing a call to your supervisor when on a callAnswering a call from your supervisor Conferencing your supervisor to a call in progressSupervisor features Using Answer AgentUsing Agent key Using Answer EmergencyUsing Night Service Using Call AgentUsing Interflow Using Observe Activating Night ServiceTransitioning to 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