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
2.Click Emergency again to transfer the caller to the supervisor and terminate your access to the call.
Using Record On Demand key
If this feature is enabled, you can use the Record on Demand (ROD) feature key to record your telephone conversation.
Click the ROD key to start or stop the call recording. This key is associated with the active user ID and is displayed only if a call is active. The ROD key blinks while it is connecting to the call recording application, and is lit when the call is recording.
The ROD key is displayed in the following scenarios:
•Normal operation - Click the ROD key during an active call to record the call.
•Call Recording (CR) application in ROD Mode - Click the ROD key during an active call to record the call
•Bulk Recording - For an active call or unregistered DN/Position ID, call recording is initiated even though the ROD key is not pressed..
1.Click the ROD key during an active call.
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