Agent Features; Last Number Redial; Log-In (Agent); Save Dialed Number - Iwatsu Icon IX-12IPKTD Quick Reference Manual

Lift the receiver (handset)
•
Press the [FEAT] button and dial
•
Dial the number of the extension where the call
•
is parked, or press the extension button (if as-
signed)
or
Lift the receiver (handset)
•
Press [PARK PICK-UP]
•
Dial the number of the extension where the call
•
is parked, or press the extension button (if as-
signed)

Save Dialed Number

While speaking on an outside line
Press the [FEAT] button and dial
•
or
Press the [SAVE DIAL] button (if assigned)
•
You will hear a confirmation tone that indicates the
phone number you just dialed has been saved.
To dial the saved number
Lift the receiver
•
Press the [FEAT] button and dial
•
or
Press the [SAVE DIAL] button (if assigned)
•
The saved number is automatically dialed
•

Last Number Redial

To automatically redial the last number you called
Lift the receiver
•
Press the [SPEED] button and dial
•

AGENT FEATURES

Call Queue Display
To display the number of calls in an ACD queue:
Press the [QUEUEn] key
•
The number of ACD calls in the queue will display.
Log-In
Allows an Agent to receive ACD Calls and begin the
ACD Day. The are two types of log-in methods:
Dual and Multigroup. When Dual Group Log-In is
used, you can log-in to either one or two groups.
When Multigroup Login is selected, you can log-in
any number of ACD groups.
To Log-in to an ACD Group Using the Dual
Group
Press the Speaker button [SPKR]
•
Press the Log button [LOG]
•
The Log button [LOG] flashes red. The display
reads "Enter ID#."
Dial your Agent ID Code [ ][ ][ ][ ]
•
The Log button [LOG]
Immediately after Log-in the phone is in the Not
Available mode.
5
+
+
+
lamp is solid red.
To Log-in to Multiple ACD Groups
• Press the Speaker button [SPKR]
• Press the Log button [LOG]
The Log button [LOG] will flash red. The
display will read "Enter ID#."
• Dial your Agent ID Code [ ][ ][ ][ ]
• Enter the ACD Group you wish to log-in to
• Enter your ACD Agent Priority (numbers 1-3,
based on the priority you wish to take calls)
To Start Answering ACD Calls After Log-In
Press the Not Available button [N/A]
•
The Not Available button lamp LED turns off.
Agent Log-Out
Ends the ACD Day.
To Log-Out of an Individual ACD Group
Press the Feature button [FEAT]
•
Press the Log button [LOG]
•
The LOG button lamp is off.
To Log-Out of All ACD Groups
• Press the Feature button [FEAT]
• Press the Log button [LOG]
• Press
The LOG button lamp is off.

Not Available

Not Available temporarily removes an Agent from
ACD Call distribution. An agent is programmed for
either the Reserved or Immediate Method.
Reserved Method - Makes Agent Not Available
when the Call is terminated
During a conversation:
• Press the Not Available button [N/A]
The Not Available button [N/A] will flash red.
• Hang up to terminate the call and place the
station in Not Available mode.
Immediate Method - Terminates the Call and
Makes Agent Not Available
During a conversation:
• Press the Not Available
immediately terminate the conversation and place
the station in Not Available mode. The Not
Available button [N/A] will flash red.
To Make the Phone Available
• Press the red-flashing Not Available button [N/A]
The lamp will turn off.
6
button [N/A] to