Nortel Networks 1165E manual Using the Agent key, Using Answer Emergency

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Supervisor features

2. Press the Goodbye key to end the call.

(Goodbye)

Using the Agent key

Use the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys.

Table 1 lists the four states of the LCD indicator.

Table 1: Agent’s status

LCD display	Description

Off	Agent is not logged in.

On	Agent is logged in but is either NotReady or on a
	call.

Slow Flashing	Agent is waiting for an ACD call.

Fast Flashing	Agent is on a non-ACD call.

Using Answer Emergency

Use the Answer Emergency feature to receive calls from agents in an emergency situation.

Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC displays a list of Agents who have pressed Emergency.

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