Nortel Networks NN43119-100 manual Answering ACD calls, Using Force Call, Answering a call

Agent features

Answering ACD calls

Click InCalls to answer the next queued ACD call on the primary DN. You can find the InCalls key in the lower right-hand corner of the programmable line/feature keys (see Figure 3 on page 32).

Answering a call

The indicator next to the InCalls key flashes on incoming calls. To answer a call:

•Click InCalls.

•On your PC keyboard, press Enter.

Note: The indicator remains lit while the call is active.

Terminating a call

To end a call, choose one of the following:

•Click (Goodbye/Release).

•Click InCalls.

•Click the individual DN line key. (This removes you from the queue.)

•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. Your system administrator sets the time interval for the period between incoming calls.

Note: You cannot use both Force Call and Return To Queue on No Answer at the same time.

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