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Agent features
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
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
•
Click NotReady. (This removes you from the queue but keeps you
logged in as an agent position.)
•
Wait for the caller to terminate the call
•
On your PC keyboard, press F12.
Using Force Call
Use the Force Call feature to automatically connect an incoming
ACD call. Your system administrator sets the time interval for the period
between incoming calls.
Note: You cannot use both
Answer
at the same time.
41
InCalls
key flashes on incoming calls.
(Goodbye/Release).
.
DN
line key. (This removes you from the queue.)
Force Call
Figure 3 on page
.
and
Return To Queue on No
34).
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