Call Center Agent Features; Use Activity Code; Answer Call Center Calls - Nortel NN43114-100 User Manual

Call Center Agent features

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

Use Activity Code

This feature allows you to record the type of activity you are performing.
On the Meridian 1, use the
Meridian 1 tracks items such as the number of specific types of calls and
the holding times for these calls.
To capture activities:
Repeat these steps if performing multiple tasks.

Answer Call Center calls

The In-Calls Key is the lower right key on your IP Phone 1150E and is the
main ACD extension (Primary DN). It allows you to answer the next
queued call on the primary DN. This key presents only ACD calls. To
disconnect from an ACD call, press the
In-Calls Key a second time.
To make outgoing calls and accept non-ACD calls, your network
administrator must configure one or more non-ACD DNs (Individual DNs)
to your IP Phone 1150E.
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Activity Key and activity codes.The
1. Press the Activity
2. Dial the Activity Code that corresponds
to the activity being performed.
3. Press the Activity
Goodbye
key.
key again.
Key or press the