Aastra Telecom M6320 manual Calling an agent, Answering agent calls

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Supervisor Features: continued

Calling an agent

You can use the Kkey to contact the agents you supervise. You can also use it in conjunction with the Jkeys to call an agent directly without dialling the agent’s number.

Press K. The associated indicator comes on. Press the Jkey for the agent you wish to call.

The display shows the number associated with the agent’s Mkey. If the agent is talking on the Mkey or does not have a Mkey you hear busy tone.

You can also contact an agent by pressing Kand then dialling the appropriate number.

Finally you may press a line key to select a secondary directory number and then dial an agent’s telephone number.

Note: The Jkeys cannot be used to contact agents directly on sec- ondary directory numbers.

Answering agent calls

Agents will occasionally need your help in handling a call. Calls made to you by agents are presented on the Nkey. No calls can be originated from this key.

When an agent presses the Mkey or dials the directory number asso- ciated with your Nkey, your telephone rings and the Nindi- cator ﬂashes. The agent’s ,directory number is displayed.

Press N.

The Ans Agent indicator stays on and you are connected to the agent.

To end the call, press r, or hang up.

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Contents User Guide Introduction Table of Contents Ways to transfer or share calls M6320 Quick start up IntroductionUsing Your M6320 telephone-the basics Using Your M6320 telephone-the basics Making calls Answering callsPlacing a call on hold Setting the alerter volume Setting the handset volumeSetting the Handsfree speaker volume Setting the On-hook monitoring volumeHandsfree Calling Handsfree mode only To answer a call using HandsfreeTo use Handsfree during your call To mute your microphone while on a Handsfree callDisplay features JOE SmithSetting up local features Save, Memory, and PauseAlerter Volume To adjust the alerter volumeCall Timer To enable the Call TimerTime and Date To set the time and date on your M6320Network Features Display LanguagePredial Save NumberTo make a call using Memory Number Memory NumberTo program a number into memory PauseMode Selection To select the mode of operationMessage Waiting To program the message waiting keyAutomatic Dial Quick ways to make callsAutomatic Line Intercom Calls Answering an Intercom callMaking an Intercom call Ending an Intercom callMaking a call within your Intercom Group Intercom GroupAnswering an Intercom Group call Last Number Redial Speed CallCall Forward How to avoid missing a callCall Waiting Call Pickup To retrieve your messagesLeave Message To leave a call requestOverride When you can’t reach someoneTo bridge into a two-way call within your system Ring again To cancel a Ring Again requestTo use Ring Again Ways to transfer or share calls ConferenceTo add a person to a call To add an incoming call to the conferenceCall Park Privacy ReleaseTo transfer a call directly to another telephone TransferTo transfer a call by establishing a conference Make Busy Controlling your telephone linePrivacy Logging Agent FeaturesTo log Logging out Answering ACD callsCalling your supervisor Putting an ACD call on holdTo call your supervisor while active on an ACD call Line of Business key Emergency callsNot Ready key Displaying the queue thresholdReservations Callq Interpreting agent indicators Supervisor features Displaying the status of an ACD queue INC LOG AGT Wait Displaying a summary of agent activityTo switch back to the ACD call Observing agentsTo monitor a conversation between an agent and a caller To participate in the callCalling an agent Answering agent callsNight Service To activate Night ServiceTo turn off the feature Answering emergency callsTo activate the Controlled Interﬂow feature To turn off the re-routing featureControlled Interﬂow Supervisors as agentsConnecting your M6320 M6320 connectionsWall jack/AC adaptor connections Wall mounting the M6320 To mount the M6320 on the wallHandset retainer installation Approval Requirements Issue