Nortel Networks NN-10300-053 manual Agent features, Answering ACD calls, Answering a call

Agent features

Agent features

The following sections describe features that are available to agents:

•“Answering ACD calls” on page 29

•“Using Force Call” on page 30

•“Using Activity Code” on page 30

•“Using Emergency” on page 31

•“Using NotReady” on page 31

•“Answering or making non-ACD calls” on page 31

•“Contacting your supervisor” on page 32

Answering ACD calls

Click InCalls to answer the next queued ACD call on the primary DN. You can find the InCalls key in the lower right-hand corner of the programmable line/feature keys (see Figure 7 on page 24).

Answering a call

The indicator next to the InCalls key flashes on incoming calls. To answer a call:

•Click InCalls.

•On your PC keyboard, press Enter.

Note: The indicator remains lit while the call is active.

Terminating a call

To end a call, choose one of the following:

•Click (Goodbye/Release).

•Click InCalls.

•Click the individual DN line key. (This removes you from the queue.)

29