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Nortel Networks 1000 manual Use Call Agent, Use Interflow

Models: 1000

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Supervisor features

Use Call Agent

Use the Call Agent feature to contact an Agent.

1. Tap the Call Agent soft key.

2. Choose one of the following:

— Tap a selected Agent soft key.

— Dial the agent’s Position ID.

3. Press the Goodbye key to end the call.

Use Interflow

Use the Interflow feature to redirect calls when the backlog or wait time exceeds a predefined threshold.

1.Tap the Interflow soft key.

Note: The Interflow soft key color changes and remains altered while the feature is active.

2.Tap the Interflow soft key again to deactivate the feature and resume normal call flow.

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Nortel Networks 1000 manual Use Call Agent, Use Interflow

Contents

IP Phone Page Revision history Revision history Contents Index Supervisor featuresAbout the IP Phone Basic featuresIP Phone Telephone controls About the IP Phone About the IP Phone About the IP Phone IP Phone 2007 display Telephone DisplayTools/Navigation area About the IP Phone Touch panel Cleaning the Telephone ScreenApplication Text Entry Enter text using the telephone dialpadEnter and edit text Editing soft key description Edit text using the soft keysEnter text using the pop-up keyboard USB keyboard function keys during telephone calls Enter text using the USB keyboardAgent Login Agent and Supervisor featuresLogin with Agent ID and Multiple Queue Assignments Agent ID and MQA login options To log Default Login To log out Agent LogoutTo answer the call Agent featuresAnswer ACD calls To terminate the call To enable call forcing for headset usersUse Force Call To record activities Use Activity codeUse Not Ready Use EmergencyTo answer a call Place or answer non-ACD callsTo place a call To answer a call from the supervisor while on another call Contact the supervisorTo answer a call from the supervisor To conference in the supervisor during a call in progress To place a call to the supervisorTo return to the ACD call Use Answer Agent Supervisor featuresAgent status Use Agent keyUse Answer Emergency Use Interflow Use Call AgentTo deactivate Night Service Use Night ServiceTo activate Night Service To transition to Night ServiceDisplay Queue ObserveCurrent status of ACD queue To display information on the ACD queueCurrent status of agents Display Agent statusSoft key display Queue status Description Display Queue soft key statesTerms 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 EMC Compliance SafetyDenAn regulatory notice for Japan OtherRegulatory and safety information Index Cleaning Page Copyright 2007 Nortel Networks. All rights reserved