Nortel Networks 1165E Agent and supervisor features, Logging in without Agent ID for basic ACD

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Agent and supervisor features

Agent and supervisor features

This section describes login features that are common to the Call Center agent and supervisor. Depending on your system configuration, choose from the following methods of logging in and out:

•“Logging in without Agent ID (for basic ACD)” on page 21

•“Logging in with Agent ID (for Basic ACD or Contact Center Manager)” on page 21

•“Logging in using Multiple Queue Assignments (for Basic ACD)” on page 23

•“Logging out” on page 26

CAUTION

When logged on, you are 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.

Logging in without Agent ID (for basic ACD)

If your ACD configuration does not rely on Agent ID, which is often the case if you do not share your phone with another person, use the following procedure to log in to an Automatic Call Distribution (ACD) queue.

MakeSetBsy

8. Press the Make Set Busy key.

Logging in with Agent ID (for Basic

ACD or Contact Center Manager)

If your ACD configuration uses Agent ID, which is often the case if you share your phone with another person, use the following procedure to log in to an Automatic Call Distribution (ACD) queue. If an Agent ID is

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Contents IP Phone 1165E Page October AprilRevision history Contents Contents About the Nortel IP Phone 1165E Basic featuresAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E On page 10 shows the IP Phone 1165E Telephone controlsAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone display About the Nortel IP Phone 1165E On page 17 shows an idle LCD screen USB supportSecurity features Call features and Flexible Feature CodesTo change your Scpw Highlight New PasswordMode To turn Password Protection on or offLogging in without Agent ID for basic ACD Agent and supervisor featuresTo log in as an agent Logging in with an Agent ID and MQA login options Logging in using Multiple Queue Assignments for Basic ACDTo log To use Default Login Using Default LoginTo log out Logging outTo answer the call Answering ACD callsTo terminate the call Using Call ForcingUsing Activity code Using Return to Queue on No AnswerTo enable Call Forcing for headset users To record activitiesTo use Emergency Using EmergencyPlacing or answering non-ACD calls Using Not ReadyTo use Not Ready To place a callTo answer a call Contacting your supervisorTo answer a call from your supervisor To answer a call from your supervisor while on another callTo place a call to your supervisor To return to the ACD callTo conference in your supervisor during a call in progress Agent features To use Answer Agent Using Answer AgentUsing Answer Emergency Using the Agent keyUsing Call Agent To use Answer EmergencyTo use Call Agent Using Night Service Using InterflowTo activate Night Service To use InterflowTo deactivate Night Service To transition to Night ServiceTo observe a call Observing a callTo display information on your ACD queue Displaying the queueIndicator Queue status Description To display agent status Displaying agent statusCurrent status of agents Terms you should know Terms you should know Information display Terms you should know Terms you should know Terms you should know Page Page Page Page Page Legal Notice