Nortel Networks NN10300-025 manual Answering an ACD call, Ending an ACD call

30Agent features

•holding times for calls

•length of time spent on a call

Each activity is associated with a three-digit code, entered for each call. The codes are configured by the system administrator. Contact your system administrator for more information.

See Figure 1 "IP Phone 1150E components" (page 10) for the location of the Activity key.

Step Action

1Press the Activity key.

2Enter the activity code that corresponds to the activity being performed.

3Press the Activity key again.

Repeat these steps for each task you are performing.

--End--

Answering an ACD call

Follow this procedure to answer an Automatic Call Distribution (ACD) call.

The In-Calls key is the main ACD extension. It allows you to answer the next queued call on the primary directory number (DN). See Figure 1 "IP Phone 1150E components" (page 10) for the location of the In-Calls key.

To make and accept calls that are not ACD calls, your network administrator must configure one or more non-ACD DNs the IP Phone 1150E. See “Making a non-ACD call” (page 43).

Step Action

1Press the In-Callskey.

The caller is connected. The in-calls indicator lamp is lit.

--End--

Ending an ACD call

Follow this procedure to end an ACD call.

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Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Copyright © 2009 Nortel Networks