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Agent features
19
Answer Call Center calls
The In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls
Key is the main ACD extension (Primary DN). The In-Calls Key allows the ACD
agent to answer the next queued call on the primary DN. This key presents only
ACD calls. To disconnect from an ACD call, the agent presses the Goodbye Key or
the In-Calls Key a second time.
To make outgoing calls and to accept non-ACD calls, the ACD user can have one
or more non-ACD DNs (Individual DNs).
Note 1:
If you have ACD call forcing turned on, you hear an audible tone and the
call is automatically sent to your ACD (In-Calls) Key. You do not pickup the call, it
is sent to your line.
Note 2:
If you have the handset option and you pickup the handset, you must also
press a DN key, otherwise the handset is not operable. You can terminate a call by
replacing the handset in the cradle.
Your phone rings and the In-Calls
indicator flashes:
/
Press the In-Calls Key. The caller is
connected and the indicator lights
continuously.
To end an ACD call:
/
or
Press the Goodbye Key.
or
/
or
Press the In-Calls Key.
or
or
Replace the Handset to terminate a call.
or
or
Press an Individual Line Key (non-ACD).
This will remove you from the queue.
or
In - Calls
Goodbye
In - Calls
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