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30 Agent features
• holding times for calls
• length of time spent on a call
Each activity is associated with a three-digit code, entered for each call.
The codes are configured by the system administrator. Contact your
system administrator for more information.
See Figure 1 "IP Phone 1150E components" (page 10) for the location of
the Activity key.
Step Action
1 Press the Activity key.
2 Enter the activity code that corresponds to the activity being
performed.
3 Press the Activity key again.
Repeat these steps for each task you are performing.
--End--
Answering an ACD call
Follow this procedure to answer an Automatic Call Distribution (ACD) call.
The In-Calls key is the main ACD extension. It allows you to answer the
next queued call on the primary directory number (DN). See Figure 1 "IP
Phone 1150E components" (page 10) for the location of the In-Calls key.
To make and accept calls that are not ACD calls, your network
administrator must configure one or more non-ACD DNs the IP Phone
1150E. See “Making a non-ACD call” (page 43).
Step Action
1 Press the In-Calls key.
The caller is connected. The in-calls indicator lamp is lit.
--End--
Ending an ACD call
Follow this procedure to end an ACD call.
Carrier VoIP
Nortel IP Phone 1150E User Guide (CICM)
NN10300-025 04.01 Standard
24 April 2009
Copyright © 2009 Nortel Networks
.