Nortel Networks NN43119-100 manual Agent features, Incoming Call Notification

Agent features

Agent features

The following sections describe features that are available to agents:

•“Incoming Call Notification” on page 38

•“Incoming Call Notification” on page 38

•“Using Force Call” on page 39

•“Using Activity Code” on page 40

•“Using Emergency” on page 41

•“Using NotReady” on page 43

•“Answering or making non-ACD calls” on page 43

•“Contacting your supervisor” on page 43

Incoming Call Notification

A notification window appears above the system tray when incoming calls are received. This window displays the ringing line (DN) and the incoming caller’s name and number.

When this notification appears you can do one of the following:

—Click Answer to answer the call.

—Click Open to activate the IP Softphone 2050 Call Control window and select a call handling feature, such as forwarding the incoming call to another line or to voicemail.

—Click Close to close the notification window. This does not disconnect the incoming call, it only removes the message from your screen. You can also close the notification box by clicking the close button in the top right corner.

When the call is disconnected, a “call disconnected” notification appears. The incoming call notification window closes automatically when the call is disconnected.

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