Nortel Networks 1165E manual Contacting your supervisor, To answer a call

Page 32

Agent features

To answer a call:

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When the LCD next to your individual DN key flashes, press the DN key.

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

Contacting your supervisor

•Use the Supervisor feature to talk to your supervisor in the following ways:

•“To answer a call from your supervisor:” on page 32

•“To answer a call from your supervisor while on another call:” on page 32

•“To place a call to your supervisor:” on page 33

•“To conference in your supervisor during a call in progress:” on page 33

•“To transfer a call to your supervisor during a call in progress:” on page 34

To answer a call from your supervisor:

Supervisor	When the LCD next to the Supervisor key
	flashes, press the Supervisor key.

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

To answer a call from your supervisor while on another call:

Supervisor	The LCD next to the Supervisor key flashes
	and a buzzer sounds.

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Image 32

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 conference in your supervisor during a call in progress To place a call to your supervisorTo return to the ACD call Agent features Using Answer Agent To use Answer AgentUsing the Agent key Using Answer EmergencyTo use Call Agent Using Call AgentTo use Answer Emergency 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