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9
Your Telephone’s Controls
Not Ready
/
Press the Not Ready Key to put the agent
position in a Not Ready state. The Not
Ready state takes the agent out of the ACD
queue without logging the agent out. The
Not Ready state allows the agent to
perform and record post call processing
duties connected to ACD calls.
Make Busy
/
Press the Make Busy Key to log out of the
ACD queue and agent position.
Activity Code
/
Press the Activity Code Key and enter the
appropriate code to record the activity the
agent is performing.
Answer Emergency
/
The Answer Emergency Key on the
Supervisor ACD telephone corresponds to
the agent emergency call key.
Answer Agent
/
The Answer Agent Key on the Supervisor
ACD telephone corresponds directly to the
agent’s call supervisor key, this allows a
direct connection to the supervisor from an
agent position.
Observe Agent
/
The Observe Agent Key (on the Supervisor
ACD telephone) allows the supervisor to
monitor the activity on the agents
telephone.
Display Queue
/
The Display Queue Key on the Supervisor
and Agent ACD telephone displays to the
agent or the supervisor information on the
number and waiting times of the calls in
the ACD queue.
Not Ready
Make Busy
Activity
Ans Emerg
Ans Agent
Obv Agent
Dsply Queue