User manual

Call Center Agent/Supervisor Features

The process of logging in using MQA consists of entering your four digit Agent ID

followed by a Supervisor ID (if your queue requires one) followed by up to five

ACD DNs and priority values (if priority values are being used) terminated by

££.

To choose the default Priority or Supervisor ID, enter £ instead of a Priority entry

or a Supervisor ID entry. The Priority or Supervisor configured for your set will be

used.

Note: A Supervisor who is logging in to accept ACD calls will not be able to

specify a Supervisor ID (even in the case where agents are required to enter

one).

To login:

1. Press the In-Calls Key.

2. Select one of the following four login

options:

To login without Supervisor ID and

without Priority:

Dial your Agent ID £ ACD DN 1 £

ACD DN 2 £ ACD DN 3 £

ACD DN 4 £ ACD DN 5 £ £.

To login with Supervisor ID and

without Priority:

Dial your Agent ID £

Supervisor ID £ ACD DN 1 £

ACD DN 2 £ ACD DN 3 £

ACD DN 4 £ ACD DN 5 £ £.

To login without Supervisor ID and

with Priority:

Dial your Agent ID £ ACD DN 1 £

Priority 1 £ ACD DN 2 £

Priority 2 £ ACD DN 3 £

Priority 3 £ ACD DN 4 £

Priority 4 £ ACD DN 5 £

Priority 5 £ £.

In - Calls