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Agent features
Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call
is automatically sent to your In-Calls Key. You do not pickup the call, it is sent to your
line.
Note 2: If you have the handset option and you pickup the handset, you must also
press a DN key, otherwise the handset is not operable. You can terminate a call by
replacing the handset in the cradle.
Your phone rings and the In-Calls
indicator flashes:
/
To answer an ACD call, press the In-Calls
Key. The caller is connected and the
indicator lights continuously.
To end an ACD call:
/
Press the Goodbye Key.
or
Wait for the caller to terminate the call.
Call Forcing
The Call Forcing option automatically connects incoming ACD calls. An agent does
not have to press the In-Calls Key. When Call Forcing is on, the agent has a time
interval between each incoming call that is defined by the system administrator. After
the time interval is up, the agent hears a tone through the headset and Call Forcing
automatically connects the incoming call to the agent.
/
You hear a short tone. The In-Calls indicator
lights continuously and the ACD call
automatically goes to the agent position.
Multistage Queue Status Key/Lamp
The ACD Multistage Queue Status (MSQS) Key/Lamp feature provides information
about the incoming call queue of any ACD group. Three thresholds, T1, T2, and T3,
are created by your supervisor. The thresholds represent wait time in queue of the next
call to be answered or number of calls in queue.
The MSQS Key/Lamp feature can be activated by any of the following actions:
• you log in
• an ACD call is presented to your position