Nortel Networks 1165E manual Answering ACD calls, To answer the call

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Agent features

Agent features

The following sections describe features that are available to agents:

•“Answering ACD calls” on page 27

•“Using Call Forcing” on page 28

•“Using Return to Queue on No Answer” on page 29

•“Using Activity code” on page 29

•“Using Emergency” on page 30

•“Using Not Ready” on page 31

•“Placing or answering non-ACD calls” on page 31

•“Contacting your supervisor” on page 32

Answering ACD calls

Use the In-Callskey to answer the next queued ACD call on the primary DN. The In-Callskey is located in the lower right area of the self-labeled line/programmable feature keys.

To answer the call:

2260	When the LCD next to the In-Callskey
	flashes, press the In-Callskey.

Note: The LCD remains lit as long as you are on the call.

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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 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 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 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