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Agent features
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Agent features
The following sections describe features that are available to agents:
• “Answering ACD calls” on page 31
• “Using Force Call” on page 32
• “Using Activity Code” on page 32
• “Using Emergency” on page 33
• “Using NotReady” on page 33
• “Answering or making non-ACD calls” on page 34
• “Contacting your supervisor” on page 34
Answering ACD calls
Click InCalls to answer the next queued ACD call on the primary DN. You
can find the InCalls key in the lower right-hand corner of the
programmable line/feature keys (see Figure 7 on page 25).
Answering a call
The indicator next to the InCalls key flashes on incoming calls.
To answer a call:
• Click InCalls.
• On your PC keyboard, press Enter.
Note: The indicator remains lit while the call is active.
Terminating a call
To end a call, choose one of the following:
• Click (Goodbye/Release).
• Click InCalls
.
• Click the individual DN line key. (This removes you from the queue.)