Nortel Networks 1165E manual Contents

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Contents

Using Call Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Using Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Observing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Displaying the queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Displaying agent status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

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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 callTo enable Call Forcing for headset users Using Return to Queue on No AnswerUsing Activity code To record activitiesUsing Emergency To use EmergencyTo use Not Ready Using Not ReadyPlacing or answering non-ACD calls To place a callTo answer a call from your supervisor Contacting your supervisorTo answer a call 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 To activate Night Service Using InterflowUsing 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