Agent Features; Answering Acd Calls - Nortel 2002 User Manual

Agent features

The following sections describe features that are available to agents:
• "Answering ACD calls" on page 21
• "Using Force Call" on page 22
• "Using Activity code" on page 23
• "Using Emergency" on page 24
• "Using Not Ready" on page 24
• "Placing or answering non-ACD calls" on page 25
• "Contacting your supervisor" on page 26
• "Supervisor features" on page 29

Answering ACD calls

Use the InCalls key to answer the next queued ACD call on the primary
DN. The InCalls
programmable line/feature keys.
To answer the call:
key is located in the lower right-hand of the
When the LCD next to the
flashes, press the
Note: The LCD remains lit as long as
you are on the call.
Agent features
InCalls key
InCalls key.
21