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Call Center Agent features
15
Call Forcing
The Call Forcing option automatically connects incoming ACD calls. You do not
need to press the In-Calls Key. When Call Forcing is on, you have a time interval
between each incoming call that is defined by your network administrator. After
the time interval is up, you hear a tone through the headset and Call Forcing
automatically connects you with the incoming caller.
/
You hear a short tone. The In-Calls
indicator lights continuously and the ACD
call automatically goes to your 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:
/
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. Before you press the Emergency
Key, write down this information for future
reference.
Activate Make Set Busy
Make Set Busy allows you to make your telephone appear busy to all callers.
To activate Make Set Busy:
/
Press the Make Busy Key or lift the handset
and enter the Make Set Busy Activate FFC.
To deactivate Make Set Busy:
/
Press the Make Busy Key a second time, or
lift the handset and enter the Make Set
Busy Deactivate FFC.
In - Calls
Emergency
Make Busy
Make Busy