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ACD AGENT QUICK REFERENCE GUIDE
After Work Timer
After ending a call, you will be allowed a
certain amount of time to complete the
work generated by the call before another
one is presented.
You have the option of canceling the timer
and accepting another call before the timer
expires.
To cancel the After Work Timer:
• Press CANCEL.
Note: Making a call or answering another
non-ACD call automatically
cancels the timer. Be prepared to
answer another ACD call when you
hang up
Make Busy
This feature makes your phone unavailable
for ACD calls without logging out. Use it
for coffee or lunch breaks or if you need
more time to handle paperwork between
calls.
To make your phone busy:
n Press SUPERKEY.
o Press the No softkey repeatedly until
MAKE BUSY? appears.
p Press the Turn Off or Turn Off
sofkey.
Hold
You can place your current call on hold
(ACD or non-ACD), and return to it later.
To place a call on hold:
• Press Hold.
The Line key associated with the call
flashes.
To return to a call on hold:
• Press the flashing Line key.
Conference
If you need to include your supervisor or
other ACD agent in a three-way call:
n While connected to the ACD call, press
TRANS/CONF.
o Dial the ACD ID or extension number
of the supervisor or agent.
p Wait for an answer.
q Press TRANS/CONF.
To leave a Conference:
• Hang up.
The other parties remain connected.
Transfer
To transfer an active call to your supervisor
or another ACD agent:
n While connected to the ACD call, press
TRANS/CONF.
o Dial the ACD ID or extension number
of the supervisor or agent.
p Do one of the following:
• To complete the transfer, hang up.
• To announce the transfer, wait for
an answer, consult, and then hang
up.
• To cancel the transfer and reconnect
the ACD call, press CANCEL.
Queue Status
The LED in the Queue Status key and/or ringing patterns indicate the status of your Agent
Group as follows:
Press the flashing Line key.Pressing the Queue Status key displays information for your
Agent Group from left to right:
• your Agent number
• number of calls waiting to be answered
• the longest time a call has been waiting
Pressing the NAME softkey (if available) displays the name of your Agent Group.
To exit, press SUPERKEY
Visual Indication Audible Indication Meaning
Off None No calls waiting in queue
On Single ring
Calls waiting less than 1
st
threshold time period
Slow flash None
Calls waiting between 1
st
and 2
nd
threshold time
period
Fast flash Double ring
Calls waiting longer than 2
nd
threshold period