Nortel M3905 User Manual page 4

Contents
Call Center Agent/Supervisor Features
Headset interface ................................................................................. 19
Agent login ......................................................................................... 19
Login with Agent ID and Multiple Queue Assignment (MQA) ................... 20
Correct errors during the login procedure .............................................. 21
Default login ........................................................................................ 22
Agent logout ........................................................................................ 22
Call Center Agent features
Use Activity Code ................................................................................. 23
Answer Call Center calls ....................................................................... 23
Call Forcing ......................................................................................... 24
Use the Emergency Key ........................................................................ 25
Use Not Ready .................................................................................... 25
Activate Make Set Busy ........................................................................ 25
Answer or make non-ACD calls ............................................................ 26
Contact your supervisor ........................................................................ 26
Use Walkaway and Return from Walkaway ........................................... 27
Call Center Supervisor features
Agent Keys .......................................................................................... 29
Answer Agent ...................................................................................... 29
Answer Emergency .............................................................................. 29
Call Agent ........................................................................................... 30
Use the Supervisor Observe and Supervisor Headset Jack ....................... 30
Observe Agent .................................................................................... 31
Interflow .............................................................................................. 31
Night Service ....................................................................................... 32
Viewing queue status
The ACD Calls Waiting status indicator ................................................. 33
Display Queue ..................................................................................... 34
Display agent status ............................................................................. 35
Your telephone's non-ACD call features
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