Using Call Agent, To use Answer Emergency | Nortel Networks 1165E

Supervisor features

To use Answer Emergency:

AnsEmerg

(Goodbye)

1.When the LCD next to the Answer Emergency key flashes, press the Answer Emergency key.

Note 1: The Agent ID of the person contacting you displays on your IP Phone.

Note 2: The LCD remains lit as long as you are on the call and your status is displayed as Not Ready.

2.Press the Goodbye key to end the call.

Using Call Agent

Use the Call Agent feature to contact an Agent.

To use Call Agent:

CallAgt

1. Press the Call Agent key.

2. Choose one of the following:

AgentKey

or

— Press a selected Agent key.

— Dial the agent’s Position ID.

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Nortel Networks 1165E manual Using Call Agent, To use Answer Emergency, To use Call Agent

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 return to the ACD call To place a call to your supervisorTo 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 To use Answer Emergency Using Call AgentTo 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