Agent Features; Answer Acd Calls - Nortel i2004 User Manual

Agent features

Agent features
The following sections describe features that are available to Agents:

• Answer ACD calls

• Activity code
• Call forcing
• Emergency
• Not Ready
• Answer or Make Non-ACD calls
• Contact your Supervisor
Answer ACD calls
Use the In-Calls key to answer the next queued ACD call on the primary DN. The
In-Calls key is located in the lower right-hand of the programmable line/feature keys.
To answer the call:
In-Calls
To terminate the call:
or
In-Calls
or
1234
or
NotReady
14
When the LCD next to the
(a green colored key) flashes, press the
In-Calls key.
Note: The LCD remains lit as long as
you are still on the call.
To end a call, choose one of the following:
• Press the Goodbye
• Press the In-Calls
• Press the individual
removes you from the queue).
• Press the NotReady
you from the queue but keeps you
logged in as an agent position) or wait
for the caller to terminate the call.
In-Calls key
key.
key.
DN line key. (This
key. (This removes