Nortel Contact Center Manager User Manual page 40

Configuration Overview
Phoneset keys
This section describes special considerations for the use of phoneset keys.
Unsupported keys on agent phonesets
Do not configure the following keys on agent phonesets. Use of these keys
results in the incorrect agent status in real-time displays:
Hotline
Private line
Voice call
Dial intercom
Transfers and conferences
A call is pegged as a transfer when the agent uses the Fast Transfer key. A call is
pegged as a conference when the agent uses the three-way calling (3WC) key.
The call is pegged when the agent completes the transfer or conference by
pressing the key the second time. Prior to this, in real-time displays, the agent
status is ConsultInit.
Secondary DN keys
An agent phoneset can contain multiple secondary DN keys. However, Contact
Center Manager Server can monitor only one DN key on each phoneset.
Therefore, Nortel recommends that you configure only one DN key on each
agent phoneset.
You must add the Extended Call Management (ECM) option against the
secondary DN before Contact Center Manager Server can acquire the DN.
Contact Center Manager Server does not support multiple appearance DNs.
Emergency key
If an emergency occurs, an ACD agent can use the Emergency key (EMR) to
silently conference an ACD supervisor and (optionally) a recording device for
customer-defined emergencies or sensitive situations (for example, threatening
or abusive calls and medical emergencies).
When the agent presses the Emergency key, the following occurs:
40
Standard 4.06
Contact Center Manager