Nortel Networks SL-100 Agent features, Activity Code Fixed Key to activate Line-of-Business code

Agent features

Agent features

This section explains the features that are available to ACD agent positions.

Activity Code Fixed Key to activate Line-of-Business code

The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit code to record the type of activity the agent is performing.

The code is sent to a customer-premises downstream processor through the MIS interface. The ACD supervisor assigns the codes.

The Meridian SL-100 switch tracks items such as the number of specific types of calls, and the holding times for these calls. Use the Activity Code Fixed Key or the LOB Code Programmable Feature Key to activate the LOB code.

/	1. While on an active ACD call, press the
	Activity Key.
or
LOBCode

2. Dial the three-digit code which reflects the type of call you are handling. The digits are shown on the display as you enter them. If you make a mistake, press the Activity Key again and re-enter the correct digits.

Repeat steps 1 and 2 if doing multiple tasks. You can enter up to three activity codes per call.

Answer Call Center Calls

The In-CallsKey is the lower right-hand key on the ACD terminal set. The In-CallsKey is the main ACD extension (Primary DN). The In-CallsKey allows the ACD agent to answer the next queued call on the primary DN. This key presents only ACD calls. To disconnect from an ACD call, the agent presses the Goodbye Key or the In-CallsKey a second time.

To make outgoing calls and to accept non-ACD calls, the ACD user can have one or more non-ACD DNs (Individual DNs).

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