Nortel Networks 1165E manual Using Call Forcing, To terminate the call

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Agent features

To terminate the call:

(Goodbye)

or 2260

or 2498

or Not Ready

Choose one of the following:

—Press the Goodbye key.

—Press the In-Callskey.

—Press the individual DN line key (this removes you from the queue).

—Press the Not Ready key (this removes you from the queue but keeps you logged in as an agent position) or wait for the caller to terminate the call.

Using Call Forcing

Use the Call Forcing feature to automatically connect an incoming ACD call. A time interval is configured by your system administrator between each incoming call.

Note: You cannot use both Call Forcing and Return To Queue on No Answer at the same time.

A short tone indicates a new incoming call. The In-Calls indicator lights continuously, and the ACD call automatically goes to your agent position. Pressing the In-Callskey while call forcing (Auto Answer) is active disconnects an active ACD call.

CAUTION

If you are away from your phone and Call Forcing is enabled, remember to log out or activate Not Ready. Otherwise, callers continue to be connected to your phone. Because you are not at your desk, callers hear only the background noise in your work space, until they hang up.

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Contents IP Phone 1165E Page April OctoberRevision history Contents Contents Basic features About the Nortel IP Phone 1165EAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone controls On page 10 shows the IP Phone 1165EAbout 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 USB support On page 17 shows an idle LCD screenCall features and Flexible Feature Codes Security featuresHighlight New Password To change your ScpwTo turn Password Protection on or off ModeAgent and supervisor features Logging in without Agent ID for basic ACDTo log in as an agent Logging in using Multiple Queue Assignments for Basic ACD Logging in with an Agent ID and MQA login optionsTo log Using Default Login To use Default LoginLogging out To log outAnswering ACD calls To answer the callUsing Call Forcing To terminate the callUsing Return to Queue on No Answer Using Activity codeTo enable Call Forcing for headset users To record activitiesUsing Emergency To use EmergencyUsing Not Ready Placing or answering non-ACD callsTo use Not Ready To place a callContacting your supervisor To answer a callTo answer a call from your supervisor To answer a call from your supervisor while on another callTo return to the ACD call To place a call to your supervisorTo conference in your supervisor during a call in progress Agent features Using Answer Agent To use Answer AgentUsing the Agent key Using Answer EmergencyTo use Answer Emergency Using Call AgentTo use Call Agent Using Interflow Using Night ServiceTo activate Night Service To use InterflowTo transition to Night Service To deactivate Night ServiceObserving a call To observe a callDisplaying the queue To display information on your ACD queueIndicator Queue status Description Displaying agent status To display 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