Manual

Agent features
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• Click the NotReady key (this removes you from the queue but keeps
you logged in as an agent position).
• Wait for the caller to terminate the call
.
• Press F12 on your PC’s keyboard.
Using Force Call
Use the Force Call feature to automatically connect an incoming
ACD call.
Note: Your system administrator sets the time interval for the period
between each incoming call.
When calls come in, a short tone indicates the new call. The InCalls
indicator lights continuously and the ACD call automatically goes to your
agent position.
To disconnect an active ACD call while Force Call (Auto Answer) is
active, click the InCalls key.
Using Activity Code
Use the Activity Code feature to record the type of activity you are
performing. If configured, activity codes can be entered while in the
NotReady state.
To record an activity, do the following:
1. When the Activity indicator flashes, click the Activity key.
2. Use the key pad to enter the activity code.
3. Click the Activity key again.
If performing multiple tasks, repeat steps 1 through 3.