Nortel Contact Center Manager User Manual page 41

August 2007
The associated lamp flashes.
If defined, the Emergency key lamp on the ACD supervisor set flashes.
If defined, the ACD supervisor set buzzes continuously.
If defined, the position ID of the agent's set is displayed on the ACD
supervisor set.
If available and defined, includes a recording trunk connected to a
recording device in a three-party conference and prints an emergency
message on the Maintenance TTY.
When the Supervisor answers the Emergency call or a connection is established
with a recording trunk, the Emergency lamp lights steadily on the ACD Agent
set.
Operation
1. An agent presses the Emergency (EMR) key and the lamp begins to flash.
The caller is not placed in a held state.
2. The ACD supervisor set buzzes for ten seconds (or forever 14+) and the
Emergency key lamp flashes.
3. The supervisor answers emergency call. The lamp associated with the EMR
key on the agent's set lights steadily.
4. A recording trunk is added to the three-party conference.
5. An emergency message prints on the Maintenance TTY.
Display Waiting Calls key
Call queuing occurs on Contact Center Manager Server rather than on the
CS 2x00/DMS switch. This means that the CS 2x00/DMS switch and ICM
cannot provide meaningful call waiting statistics.
Make Set Busy key
An agent can press the Make Set Busy key to log off the phoneset and prevent
calls from being presented to that phoneset. When an agent presses the Make Set
Busy key, the following occurs:
If the agent is idle, the switch logs the agent off and the Make Set Busy
lamp lights.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Configuration Overview
41