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Agent features
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Answering or making non-ACD calls
Use the non-ACD calls feature to receive and place calls using your
individual line. The indicator remains lit while the call is active.
Placing a call
1. Click your individual DN key.
2. Use the keypad to dial the telephone number.
Answering a call
When the indicator next to your individual DN key flashes, click DN. The
indicator remains lit as long as the call remains active.
Contacting your supervisor
Use the Supervisor feature to do the following:
• Answer a call from your supervisor
• Answer a call from your supervisor when on a call
• Place a call to your supervisor
• Conference in your supervisor to a call in progress
• Transfer a call to your supervisor
Answering a call from your supervisor
When the indicator next to the Supervisor key flashes, click Supervisor.
The indicator remains lit as long as the call remains active.
Answering a call from your supervisor when on a
call
Answering a call from your supervisor when on another call. When the
indicator next to the Supervisor key flashes, you can do any of the
following:
• To put the current call on hold, click Hold.