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Your telephone’s controls
Emergency Key
/
Press the Emergency Key to join the
supervisor into a call when judged to be an
emergency situation. It can also be used to
add a recording device automatically.
The Emergency key is on the agent set.
Not Ready Key
/
Press the Not Ready Key to put the agent
position in a Not Ready state. The Not Ready
state takes the agent out of the ACD queue
without logging the agent out. The Not
Ready state allows the agent to perform and
record post call processing duties connected
to ACD calls. This key is common to both
agent and supervisor sets.
Make Busy Key
/
Press the Make Busy Key to log out of the
ACD queue and agent position. This key is
common to both agent and supervisor sets.
Activity Code Key
/
Press the Activity Code Key and enter the
appropriate line of business (LOB) code to
record the activity the agent is performing.
Answer Emergency Key
/
Press the Answer Emergency Key on the
Supervisor ACD telephone to answer agent
emergency calls.
Answer Agent Key
/
Press the Answer Agent Key on the
Supervisor ACD telephone to establish a
direct connection to the supervisor from an
agent position.