Nortel Networks 2050 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 7: 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 26

•“Logging in with Agent ID” on page 26

•“Logging in using Agent ID and Multiple Queue Assignments” on page 27

•“Logging out an agent” on page 30

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 Revision history Revision history Contents Agent features Index IP Softphone 2050 overview FeaturesComponents Call Control window Settings windowLocal Directory window System tray icon and menuI2050.exe application DisplayIP Softphone Call Control window Accessibility InterfaceCall Control Window-1140 Call Control windowCall Control Window-Compact Skin silver Element Function Call Control window elements and functionsIP Softphone 2050 components and functions Part 2 Adding a hot key Hot keysRemoving a Hot Key System tray menu System tray icon and menuIP Softphone 2050 Call Control window Local Directory window Local Directory Directory entry management Opening a Local Directory from the Call Control windowCS 1000 Directory IP Softphone 2050 Call Control window Line and feature keys Agent and Supervisor featuresLogging in with Agent ID Logging in without Agent IDFor basic ACD For Basic ACD or Contact Center ManagerUsing MQA login options Logging in using Agent ID and Multiple Queue AssignmentsLogging in Supervisor ID, No Priority Logging in No Supervisor ID, No PriorityLogging in No Supervisor ID, With Priority Logging in Supervisor ID, With Priority Logging out an agent Using Default LoginLogging out temporarily Logging outAnswering ACD calls Agent featuresAnswering a call Terminating a callUsing Activity Code Using Force CallUsing NotReady Using EmergencyAnswering or making non-ACD calls Answering a call from your supervisor when on a callContacting your supervisor Placing a callConferencing your supervisor to a call in progress Placing a call to your supervisor when on a callTransferring a call to your supervisor Using Answer Agent Supervisor featuresUsing Answer Emergency Using Agent keyUsing Interflow Using Call AgentUsing Night Service Activating Night Service Using ObserveTransitioning to Night Service Deactivating Night ServiceDisplay Agent Status Using Display Agent StatusIndicator Queue Status Meaning Using Display QueueIndicator Queue Status Meaning Index Index Page Copyright 2007 Nortel Networks. All rights reserved

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