Avaya 1150E manual Call Center Agent features, Use Activity Code, Answer Call Center calls

Call Center Agent features

Call Center Agent features

This section explains the features that are available to ACD agent positions.

Use Activity Code

This feature allows you to record the type of activity you are performing. On the Meridian 1, use the Activity Key and activity codes.The Meridian 1 tracks items such as the number of specific types of calls and the holding times for these calls.

To capture activities:

1. Press the Activity key.

2.Dial the Activity Code that corresponds to the activity being performed.

3. Press the Activity key again.

Repeat these steps if performing multiple tasks.

Answer Call Center calls

The In-CallsKey is the lower right key on your Avaya 1150E IP Deskphone and is the main ACD extension (Primary DN). It allows you to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, press the Goodbye Key or press the

In-CallsKey a second time.

To make outgoing calls and accept non-ACD calls, your network administrator must configure one or more non-ACD DNs (Individual DNs) to your Avaya 1150E IP Deskphone.

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