Call Center Agent Features; Use Activity Code; Answering Call Center Calls - Nortel 1150E User Manual

Call Center Agent features

This section explains the features that are available to ACD agent
positions.

Use Activity Code

This feature allows you to record the type of activity you are performing.
On the Meridian 1, use the
tracks items such as the number of specific types of calls and the holding
times for these calls.
To capture activities:
Activity
Activity

Answering Call Center calls

The In-Calls Key is the lower right-hand key on your 1150E. The In-Calls
Key is your main ACD extension (Primary DN). The In-Calls Key allows
you to answer the next queued call on the primary DN. This key presents
only ACD calls. To disconnect from an ACD call, press the Release Key
or press the In-Calls Key a second time.
To enable you to make outgoing calls and accept non-ACD calls, your
network administrator must configure one or more non-ACD DNs
(Individual DNs) to your 1150E telephone.
Activity Key and activity codes.The Meridian 1
1. Press the Activity
2. Dial the Activity Code that corresponds
to the activity being performed.
3. Press the Activity
Note: Repeat these steps if perfroming
multiple tasks.
Call Center Agent features
Key.
Key again.
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