To place a call to your supervisor | Nortel Networks 1165E specs

Agent features

(Hold)

Supervisor

1.Press the Hold key to put the current call on hold.

2.Press the Supervisor key.

Press the line (DN) key beside the flashing LED indicator to return to the caller on hold.

To place a call to your supervisor:

Supervisor	Press the Supervisor key.

Note: Calls are automatically put on hold when you use the Supervisor key.

To return to the ACD call:

2260	Press the In-Callskey.

To conference in your supervisor during a call in progress:

Supervisor

Supervisor

1.Press the Supervisor key to talk privately with your supervisor.

2.Press the Supervisor key again for a conference call with you, your supervisor, and the other caller.

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Nortel Networks 1165E manual To place a call to your supervisor, To return to the ACD call

Contents

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