Nortel Networks 1165E manual To place a call to your supervisor, To return to the ACD call

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Agent features

(Hold)

Supervisor

1.Press the Hold key to put the current call on hold.

2.Press the Supervisor key.

Press the line (DN) key beside the flashing LED indicator to return to the caller on hold.

To place a call to your supervisor:

Supervisor	Press the Supervisor key.

Note: Calls are automatically put on hold when you use the Supervisor key.

To return to the ACD call:

2260	Press the In-Callskey.

To conference in your supervisor during a call in progress:

Supervisor

Supervisor

1.Press the Supervisor key to talk privately with your supervisor.

2.Press the Supervisor key again for a conference call with you, your supervisor, and the other caller.

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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