Agent Features; Answering Acd Calls; Answering A Call; Terminating A Call - Nortel Softphone 2050 User Manual

Agent features

The following sections describe features that are available to agents:
• "Answering ACD calls" on page 33
• "Using Force Call" on page 34
• "Using Activity Code" on page 34
• "Using Emergency" on page 35
• "Using NotReady" on page 35
• "Answering or making non-ACD calls" on page 36
• "Contacting your supervisor" on page 36

Answering ACD calls

Click InCalls to answer the next queued ACD call on the primary DN. You
can find the InCalls key in the lower right-hand corner of the
programmable line/feature keys (see Figure 7 on page 27).

Answering a call

The indicator next to the
To answer a call:
• Click InCalls.
• On your PC keyboard, press Enter.
Note: The indicator remains lit while the call is active.

Terminating a call

To end a call, choose one of the following:
• Click
• Click InCalls
• Click the individual
InCalls key flashes on incoming calls.
(Goodbye/Release).
.
DN line key. (This removes you from the queue.)
Agent features
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