Nortel Networks 1165E manual Logging in using Multiple Queue Assignments for Basic ACD

Page 23

Agent and supervisor features

(Headset)

(Services)

6.If you use a headset and Handset On- Hook Means Log out (HOML) is configured to No by your administrator, then do the following:

a.Press the Headset key and replace the handset in the cradle to receive calls on your headset.

b.Press the Services key. Change the On-hook default path to Headset Enabled.

Note: If HOML is configured to Yes, replace the handset to log out of the queue.

Logging in using Multiple Queue

Assignments (for Basic ACD)

If your configuration uses Multiple Queue Assignment (MQA), use the following procedure. MQA login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the option of adding a Supervisor ID and up to five Priority values.

Choose one of the following login procedures:

•“Logging in with an Agent ID and MQA login options” on page 23

•“Using Default Login” on page 25

Logging in with an Agent ID and MQA login options

To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 24.

Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID).

23

Image 23

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 ForcingTo record activities Using Return to Queue on No AnswerUsing Activity code To enable Call Forcing for headset usersTo use Emergency Using EmergencyTo place a call Using Not ReadyPlacing or answering non-ACD calls To use Not ReadyTo answer a call from your supervisor while on another call Contacting your supervisorTo answer a call To answer a call from your supervisorTo conference in your supervisor during a call in progress To place a call to your supervisorTo return to the ACD call Agent features To use Answer Agent Using Answer AgentUsing Answer Emergency Using the Agent keyTo use Call Agent Using Call AgentTo use Answer Emergency To use Interflow Using InterflowUsing Night Service To activate Night ServiceTo 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