Current status of agents | Nortel Networks 1165E guide

Supervisor features

Figure 5: Current status of agents

Positions busy on ACD calls

Positions waiting for ACD calls

Vacant agent positions

Positions busy on non-ACD calls

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Nortel Networks 1165E manual Current status of agents

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 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 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