Filter
Top Products
35
Agent features
Agent features
This section explains the features that are available to ACD agent positions.
Activity Code Fixed Key to activate Line-of-Business code
The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit
code to record the type of activity the agent is performing.
The code is sent to a customer-premises downstream processor through the MIS
interface. The ACD supervisor assigns the codes.
The Meridian SL-100 switch tracks items such as the number of specific types of
calls, and the holding times for these calls. Use the Activity Code Fixed Key or the
LOB Code Programmable Feature Key to activate the LOB code.
/
or
1. While on an active ACD call, press the
Activity Key.
2. Dial the three-digit code which reflects
the type of call you are handling. The
digits are shown on the display as you
enter them. If you make a mistake, press
the Activity Key again and re-enter the
correct digits.
Repeat steps 1 and 2 if doing multiple
tasks. You can enter up to three activity
codes per call.
Answer Call Center Calls
The In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls
Key is the main ACD extension (Primary DN). The In-Calls Key allows the ACD
agent to answer the next queued call on the primary DN. This key presents only ACD
calls. To disconnect from an ACD call, the agent presses the Goodbye Key or the
In-Calls Key a second time.
To make outgoing calls and to accept non-ACD calls, the ACD user can have one or
more non-ACD DNs (Individual DNs).
LOBCode