Using the Agent key, Using Answer Emergency | Nortel Networks 1165E

Supervisor features

2. Press the Goodbye key to end the call.

(Goodbye)

Using the Agent key

Use the Agent feature to connect, observe, or monitor the status of each agent position. Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys.

Table 1 lists the four states of the LCD indicator.

Table 1: Agent’s status

LCD display	Description

Off	Agent is not logged in.

On	Agent is logged in but is either NotReady or on a
	call.

Slow Flashing	Agent is waiting for an ACD call.

Fast Flashing	Agent is on a non-ACD call.

Using Answer Emergency

Use the Answer Emergency feature to receive calls from agents in an emergency situation.

Note: If Contact Center Manager Administration is in use, and if multiple Agents have pressed Emergency, the connected PC displays a list of Agents who have pressed Emergency.

36

Image 36

Nortel Networks 1165E manual Using the Agent key, Using Answer 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 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 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 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