Agent features

Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call is automatically sent to your In-CallsKey. You do not pickup the call, it is sent to your line.

Note 2: If you have the handset option and you pickup the handset, you must also press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle.

Your phone rings and the In-Calls indicator flashes:

/

To answer an ACD call, press the In-Calls

Key. The caller is connected and the

indicator lights continuously.

To end an ACD call:

 

/

Press the Goodbye Key.

or

 

Wait for the caller to terminate the call.

Call Forcing

The Call Forcing option automatically connects incoming ACD calls. An agent does not have to press the In-Calls Key. When Call Forcing is on, the agent has a time interval between each incoming call that is defined by the system administrator. After the time interval is up, the agent hears a tone through the headset and Call Forcing automatically connects the incoming call to the agent.

You hear a short tone. The In-Callsindicator

/ lights continuously and the ACD call automatically goes to the agent position.

Multistage Queue Status Key/Lamp

The ACD Multistage Queue Status (MSQS) Key/Lamp feature provides information about the incoming call queue of any ACD group. Three thresholds, T1, T2, and T3, are created by your supervisor. The thresholds represent wait time in queue of the next call to be answered or number of calls in queue.

The MSQS Key/Lamp feature can be activated by any of the following actions:

•you log in

•an ACD call is presented to your position

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Nortel Networks SL-100 manual Call Forcing, Multistage Queue Status Key/Lamp
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SL-100 specifications

Nortel Networks SL-100 is a sophisticated telecommunications platform renowned for its versatility and robust features. Introduced in the late 1990s, this digital switching system caters primarily to small and medium-sized enterprises (SMEs), providing them with advanced telephony capabilities that were once limited to larger organizations.

At the heart of the SL-100 is its ability to support both traditional circuit-switched telephony and emerging VoIP technologies. This dual capability allows businesses to transition seamlessly from legacy systems to modern communication frameworks, ensuring that they can leverage both existing infrastructure and new innovations. The platform is designed to scale, accommodating a range of up to 2,000 lines, making it an appropriate solution for companies anticipating growth.

One of the standout characteristics of the SL-100 is its modular architecture. This design enables organizations to customize their systems with various modules tailored to specific needs. Options such as voicemail, call center features, and enhanced reporting capabilities can be integrated without necessitating a complete system overhaul. As a result, businesses can implement only the features they require, optimizing cost and efficiency.

Nortel’s SL-100 employs a centralized management interface that simplifies administration and improves operational efficiency. This interface provides system administrators with real-time monitoring and the ability to manage user accounts and features from a single point. The platform also facilitates easier troubleshooting and maintenance, reducing downtime and operational disruption.

Security is another essential feature of the SL-100. It incorporates user authentication, call encryption, and network security measures to protect sensitive communications. As cyber threats become increasingly prevalent, the SL-100 positions itself as a reliable option for businesses concerned about maintaining secure communications.

Additionally, the Nortel SL-100 supports various standard protocols, enhancing interoperability with third-party applications and equipment. This crucial compatibility improves its attractiveness to organizations seeking to integrate their legacy systems with modern solutions like customer relationship management (CRM) and other enterprise applications.

Overall, Nortel Networks SL-100 stands out as a dynamic telecommunications solution, balancing advanced technology, flexibility, and security. As businesses navigate an ever-evolving communications landscape, the SL-100 offers a pathway for companies to modernize their communication infrastructure while maintaining the functionality and integrity of their existing systems.
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