Manual

Agent features
34
Agent features
The following sections describe features that are available to Agents:
• Answer ACD Calls
• Activity code
• Call forcing
• Emergency
•NotReady
• Answer or Make Non-ACD calls
• Contact your supervisor
Answering ACD calls
Use the InCalls key to answer the next queued ACD call on the
primary DN. The InCalls key is located in the lower right-hand corner of
the programmable line/feature keys (see Figure 9 on page 21).
Answering a call
When the indicator next to the InCalls key flashes, do one of the following
to answer the call:
• Click the InCalls key.
• Press the Enter key on your PC keyboard.
Note: The indicator remains lit while the call is active.
Terminating a call
To end a call, choose one of the following:
• Click the Goodbye key.
• Click the InCalls key
.
• Click the individual DN line key. (This removes you from the queue.)