Agent features
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Agent features
The following sections describe features that are available to agents:
“Answering ACD calls” on page 23
“Using Call Forcing” on page24
“Using Return to Queue on No Answer” on page25
“Using Activity code” on page25
“Using Emergency” on page26
“Using Not Ready” on page 27
“Placing or answering non-ACD calls” on page 27
“Contacting your supervisor” on page 28

Answering ACD calls

Use the In-Calls key to answer the next queued ACD call on the primary
DN. The In-Calls key is located in the lower right area of the self-labeled
line/programmable feature keys.
To answer the call:
When the LCD next to the In-Calls key
flashes, press the In-Calls key.
Note: The LCD remains lit as long as
you are on the call.
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