Nortel Networks NN-10300-053 Using Emergency, Using NotReady, Answering or making non-ACD calls

Agent features

Using Emergency

Use the Emergency feature to contact your supervisor immediately in an emergency situation. The Emergency indicator remains lit as long as the feature is active.

To use the Emergency feature, do the following:

1.During an active call, click Emergency.

When the supervisor picks up, a three-way call commences with you, the supervisor, and the caller.

2.Click Emergency again to transfer the caller to the supervisor and terminate your access to the call.

Using NotReady

Use the NotReady feature to take your telephone out of the call queue while completing post-call work. The NotReady indicator remains lit as long as the feature is active.

To temporarily log out of the system, click NotReady.

To return to the queue, click NotReady or InCalls.

Answering or making non-ACD calls

Use the non-ACD calls feature to receive and place calls using your individual line. The indicator remains lit while the call is active.

Placing a call

1.Click your individual DN key.

2.Use the keypad to dial the telephone number.

Answering a call

When the indicator next to your individual DN key flashes, click DN. The indicator remains lit as long as the call remains active.

31