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Nortel Networks 1000 manual Use Agent key, Use Answer Emergency, Agent status

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Supervisor features

Use 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 with the Call Agent or Observe Agent keys.

Table 4 lists the four states of the LCD indicator.

Table 4: Agent status

LCD	Description

Off	Agent is not logged in.

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

Slow Flashing	Agent is waiting for an ACD call.

Fast Flashing	Agent is on a non-ACD call.

Use Answer Emergency

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

1.When the Answer Emergency soft key flashes, tap the Answer Emergency soft key.

Note 1: The Agent ID of the contacting individual displays on the telephone.

Note 2: The soft key color changes and remains altered as long as the call is active. The status changes to NotReady.

2. Press the Goodbye key to end the call.

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Nortel Networks 1000 manual Use Agent key, Use Answer Emergency, Agent status

Contents

IP Phone Page Revision history Revision history Contents Supervisor features IndexBasic features About the IP PhoneIP Phone Telephone controls About the IP Phone About the IP Phone About the IP Phone Telephone Display IP Phone 2007 displayTools/Navigation area About the IP Phone Cleaning the Telephone Screen Touch panelEnter and edit text Enter text using the telephone dialpadApplication Text Entry Enter text using the pop-up keyboard Edit text using the soft keysEditing soft key description Enter text using the USB keyboard USB keyboard function keys during telephone callsAgent and Supervisor features Agent LoginLogin with Agent ID and Multiple Queue Assignments Agent ID and MQA login options To log Default Login Agent Logout To log outAnswer ACD calls Agent featuresTo answer the call Use Force Call To enable call forcing for headset usersTo terminate the call Use Activity code To record activitiesUse Emergency Use Not ReadyTo place a call Place or answer non-ACD callsTo answer a call To answer a call from the supervisor Contact the supervisorTo answer a call from the supervisor while on another call To return to the ACD call To place a call to the supervisorTo conference in the supervisor during a call in progress Supervisor features Use Answer AgentUse Answer Emergency Use Agent keyAgent status Use Call Agent Use InterflowTo transition to Night Service Use Night ServiceTo activate Night Service To deactivate Night ServiceObserve Display QueueTo display information on the ACD queue Current status of ACD queueDisplay Agent status Current status of agentsDisplay Queue soft key states Soft key display Queue status DescriptionTerms you should know Terms you should know Terms you should know Terms you should know Terms you should know Terms you should know Regulatory and safety information Safety EMC ComplianceOther DenAn regulatory notice for JapanRegulatory and safety information Index Cleaning Page Copyright 2007 Nortel Networks. All rights reserved