Agent features
•Click NotReady. (This removes you from the queue but keeps you logged in as an agent position.)
•Wait for the caller to terminate the call.
•On your PC keyboard, press F12.
Using Force Call
Use the Force Call feature to automatically connect an incoming ACD call.
Note: Your system administrator sets the time interval for the period between incoming calls.
When calls come in, a short tone indicates the new call. The InCalls indicator lights continuously and the ACD call automatically goes to your agent position.
To disconnect an active ACD call while Force Call (Auto Answer) is active, click InCalls.
Using Activity Code
Use the Activity Code feature to record the type of activity you are performing. If configured, activity codes can be entered with the phone in the NotReady state.
To record an activity, do the following:
1.When the Activity indicator flashes, click Activity.
2.Use the keypad to enter the activity code.
3.Click Activity again.
If performing multiple tasks, repeat steps 1 through 3.
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