Agent Features; Activity Code Fixed Key To Activate Line-Of-Business Code; Answer Call Center Calls - Avaya 3905 User Manual

Agent features

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

Activity Code Fixed Key to activate Line-of-Business code

The Line-of-Business (LOB) code feature allows the ACD user to enter a
three-digit code to record the type of activity the agent is performing.
The code is sent to a customer-premises downstream processor through the
MIS interface. The ACD supervisor assigns the codes.
The Meridian SL-100 switch tracks items such as the number of specific types
of calls, and the holding times for these calls. Use the Activity Code Fixed Key
or the LOB Code Programmable Feature Key to activate the LOB code.
/
or
LOBCode

Answer Call Center Calls

The In-Calls Key is the lower right-hand key on the ACD terminal set. The
In-Calls Key is the main ACD extension (Primary DN). The
allows the ACD agent to answer the next queued call on the primary DN. This
key presents only ACD calls. To disconnect from an ACD call, the agent
presses the Goodbye
To make outgoing calls and to accept non-ACD calls, the ACD user can have
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1. While on an active ACD call, press
2. Dial the three-digit code which
Key or the In-Calls
the Activity Key.
reflects the type of call you are
handling. The digits are shown on
the display as you enter them. If you
make a mistake, press the
Key again and re-enter the correct
digits.
Repeat steps 1 and 2 if doing
multiple tasks. You can enter up to
three activity codes per call.
Key a second time.
Activity
In-Calls Key