Using Emergency, To use Emergency | Nortel Networks 1165E manual

Agent features

Activity

Using Emergency

3.Press the Activity key.

If you are performing multiple tasks, repeat steps 1 and 2.

Note: If configured, you can enter Activity Codes while in the Not Ready state and run Not Ready Reason Codes by Agent report in Contact Center Manager Administration to track Not Ready time.

Use the Emergency feature to contact your supervisor immediately in an emergency situation.

To use Emergency:

Emergency

Emergency

1.During an active call, press the Emergency key.

Note: The Emergency LCD remains lit as long as the feature is active.

When the supervisor answers, a three- way call commences with you, your supervisor, and the caller.

2.Press the Emergency key again to transfer the caller to the supervisor and terminate your access to the caller and supervisor.

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Nortel Networks 1165E manual Using Emergency, To use Emergency

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 To enable Call Forcing for headset users Using Return to Queue on No AnswerUsing Activity code To record activities Using Emergency To use Emergency To use Not Ready Using Not ReadyPlacing or answering non-ACD calls To place a call To answer a call from your supervisor Contacting your supervisorTo answer a call To answer a call from your supervisor while on another call To place a call to your supervisor To return to the ACD callTo 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 Using Call Agent To use Answer EmergencyTo use Call Agent To activate Night Service Using InterflowUsing 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