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Agent features
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Press the Not Ready Key. This will remove
you from the queue but keep you logged in
as an agent position.
or
Wait for the caller to terminate the call.
Call Forcing
The Call Forcing option automatically connects incoming ACD calls. An agent
does not have to press the In-Calls Key. When Call Forcing is on, the agent has a
time interval between each incoming call that is defined by the system
administrator. After the time interval is up, the agent hears a tone through the
headset and Call Forcing automatically connects the incoming call to the agent.
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You hear a short tone. The In-Calls
indicator lights continuously and the ACD
call automatically goes to the agent
position.
Note:
Pressing the In-Calls Key with Call
Forcing (Auto Answer) on, disconnects an
active ACD call.
Use the Emergency Key
When you have an emergency
situation:
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Press the Emergency Key. The indicator
flashes while your supervisor is called.
When your supervisor picks up the call, the
LED indicator lights continuously and you
have a three-way conference.
Note:
The display shows information about
the call. Write down this information for
future reference, before you press the
Emergency Key.
Not Ready
In - Calls
Emergency