User Guide

Agent features

To terminate the call:

Using Force Call

Use the Force Call feature to automatically connect an incoming ACD

call. A time interval is set by your system administrator between each

incoming call.

When calls come in, a short tone indicates the new call. The InCall

indicator lights continuously and the ACD call automatically goes to your

agent position. Pressing the InCalls key while call forcing (Auto Answer)

is active disconnects an active ACD call.

To enable call forcing for headset users:

Choose one of the following:

• Press the Goodbye key.

• Press the InCalls key.

• Press the individual DN line key. (This

removes you from the queue).

• Press the NotReady key (this removes

you from the queue but keeps you

logged in as an agent position) or wait

for the caller to terminate the call.

1. Log in.

2. Replace the handset.

(Goodbye)