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Agent features
Follow these procedures to use the agent features. See “ACD keys” (page
14) for a description of the agent keys.
The availability of each Automatic Call Distribution (ACD) feature is
dependant on the Centrex feature provisioned on the user’s line. Contact
your system administrator for more information.
Navigation
• “Using the Activity feature” (page 29)
•
“Answering an ACD call” (page 30)
•
“Ending an ACD call” (page 30)
•
“Using the Emergency feature” (page 31)
•
“Using the Not Ready feature” (page 31)
•
“Using the Make Set Busy feature” (page 32)
•
“Answering a call from the supervisor” (page 32)
•
“Calling the supervisor” (page 33)
• “Using the Walkaway feature” (page 33)
Using the Activity feature
Follow this procedure to record call activities.
The Activity key is defaulted to Line of Business (LOB) on Centrex IP
Client Manager (CICM). The feature allows you to record the type of
activity you are performing. The types of activities that are recorded
include:
• type of call
• number of calls
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
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