Nortel Networks NN43112-107

Agent and Supervisor features

For more information about Nortel Contact Center Manager, visit

www.nortel.com.

To log in as an agent:

1. Lift the handset.

2. Press the In-Calls key.

3. If “Enter Agent ID” appears on the

screen, use the dialpad to enter your ID.

4. Press the # key. The phone goes into a

Not Ready state.

5. To join the ACD queue, choose one of

the following:

— Press the In-Calls key.

— Press the NotReady key.

2260

Not Ready

Contents

Main Page Revision history Page Contents Page About the Nortel IP Phone 1120E Basic features Page Tele phone cont rols Page Page Page Page Page Telephone display Page Agent and Supervisor features Logging in without Agent ID (for basic ACD) Logging in with Agent ID (for Basic ACD or Contact Center Manager) Page Logging in using Multiple Queue Assignments (for Basic ACD) Logging in with an Agent ID and MQA login options Page Using Default Login Logging out Agent features Answering ACD calls Using Call Forcing Using Return to Queue on No Answer Using Activity code Using Emergency Using Not Ready Placing or answering non-ACD calls Contacting your supervisor Page Page Supervisor features Using Answer Agent Using the Agent key Using Answer Emergency Using Call Agent Using Interflow Using Night Service Observing a call Page Terms you should know Page Page Page Page Page Index A B C D Page Page Nortel Communication Server 1000 IP Phone 1120E www.nortel.com Call Center User Guide