Nortel Networks 1165E manual Using Call Agent, To use Answer Emergency, To use Call Agent

Page 37

Supervisor features

To use Answer Emergency:

AnsEmerg

(Goodbye)

1.When the LCD next to the Answer Emergency key flashes, press the Answer Emergency key.

Note 1: The Agent ID of the person contacting you displays on your IP Phone.

Note 2: The LCD remains lit as long as you are on the call and your status is displayed as Not Ready.

2.Press the Goodbye key to end the call.

Using Call Agent

Use the Call Agent feature to contact an Agent.

To use Call Agent:

CallAgt

1. Press the Call Agent key.

2. Choose one of the following:

AgentKey

or

— Press a selected Agent key.

— Dial the agent’s Position ID.

37

Image 37

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