Using Call Forcing, To terminate the call | Nortel Networks 1165E

Agent features

To terminate the call:

(Goodbye)

or 2260

or 2498

or Not Ready

Choose one of the following:

—Press the Goodbye key.

—Press the In-Callskey.

—Press the individual DN line key (this removes you from the queue).

—Press the Not Ready key (this removes you from the queue but keeps you logged in as an agent position) or wait for the caller to terminate the call.

Using Call Forcing

Use the Call Forcing feature to automatically connect an incoming ACD call. A time interval is configured by your system administrator between each incoming call.

Note: You cannot use both Call Forcing and Return To Queue on No Answer at the same time.

A short tone indicates a new incoming call. The In-Calls indicator lights continuously, and the ACD call automatically goes to your agent position. Pressing the In-Callskey while call forcing (Auto Answer) is active disconnects an active ACD call.

CAUTION

If you are away from your phone and Call Forcing is enabled, remember to log out or activate Not Ready. Otherwise, callers continue to be connected to your phone. Because you are not at your desk, callers hear only the background noise in your work space, until they hang up.

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Nortel Networks 1165E manual Using Call Forcing, To terminate the call

Contents

IP Phone 1165E Page April October Revision history Contents Contents Basic features About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone controls On page 10 shows the IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone display About the Nortel IP Phone 1165E USB support On page 17 shows an idle LCD screen Call features and Flexible Feature Codes Security features Highlight New Password To change your Scpw To turn Password Protection on or off Mode Agent and supervisor features Logging in without Agent ID for basic ACD To log in as an agent Logging in using Multiple Queue Assignments for Basic ACD Logging in with an Agent ID and MQA login options To log Using Default Login To use Default Login Logging out To log out Answering ACD calls To answer the call Using Call Forcing To terminate the call Using Return to Queue on No Answer Using Activity codeTo enable Call Forcing for headset users To record activities Using Emergency To use Emergency Using Not Ready Placing or answering non-ACD callsTo use Not Ready To place a call Contacting your supervisor To answer a callTo answer a call from your supervisor To answer a call from your supervisor while on another call To return to the ACD call To place a call to your supervisorTo conference in your supervisor during a call in progress Agent features Using Answer Agent To use Answer Agent Using the Agent key Using Answer Emergency To use Answer Emergency Using Call AgentTo use Call Agent Using Interflow Using Night ServiceTo activate Night Service To use Interflow To transition to Night Service To deactivate Night Service Observing a call To observe a call Displaying the queue To display information on your ACD queue Indicator Queue status Description Displaying agent status To display agent status Current status of agents Terms you should know Terms you should know Information display Terms you should know Terms you should know Terms you should know Page Page Page Page Page Legal Notice