Nortel Networks 1165E manual Logging in using Multiple Queue Assignments for Basic ACD

Agent and supervisor features

(Headset)

(Services)

6.If you use a headset and Handset On- Hook Means Log out (HOML) is configured to No by your administrator, then do the following:

a.Press the Headset key and replace the handset in the cradle to receive calls on your headset.

b.Press the Services key. Change the On-hook default path to Headset Enabled.

Note: If HOML is configured to Yes, replace the handset to log out of the queue.

Logging in using Multiple Queue

Assignments (for Basic ACD)

If your configuration uses Multiple Queue Assignment (MQA), use the following procedure. MQA login involves entering a four-digit Agent ID and up to five ACD Directory Numbers (DN), with the option of adding a Supervisor ID and up to five Priority values.

Choose one of the following login procedures:

•“Logging in with an Agent ID and MQA login options” on page 23

•“Using Default Login” on page 25

Logging in with an Agent ID and MQA login options

To enter ACD queues, use an Agent ID login with one of the MQA login options described on page 24.

Note: A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID (including logins where agents must enter a Supervisor ID).

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