Using Interflow, Using Night Service | Nortel Networks 1165E

Supervisor features

3. Press the Goodbye key to end the call.

(Goodbye)

Using Interflow

Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre-defined threshold.

To use Interflow:

Interflow

1. Press the Interflow key.

Note: The Interflow LCD flashes while the feature is active.

Interflow	2. Press the Interflow key again to
	deactivate the feature and resume
	normal call flow.

Using Night Service

Use the Night Service feature to define how calls are handled outside of business hours.

To activate Night Service:

NightSvc

1. Press the Night Service key.

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Nortel Networks 1165E manual Using Interflow, Using Night Service, To use Interflow, To activate Night Service

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 conference in your supervisor during a call in progress To place a call to your supervisorTo return to the ACD call Agent features Using Answer Agent To use Answer Agent Using the Agent key Using Answer Emergency To use Call Agent Using Call AgentTo use Answer Emergency 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