- Nortel IP Softphone Call Center User Guide

Agent and Supervisor features

To login an agent:

1. Click InCalls (Figure 7, page 24).

2. If Enter Agent ID appears on the screen, use the keypad in the Call

Control window to enter your Agent ID.

3. Click the pound key (#).

The phone goes into a NotReady state.

4. Click InCalls to join the ACD queue, or click NotReady (Figure 7,

page 24).

Logging in with Agent ID and Multiple

Queue Assignments

To access the Multiple Queue Assignment (MQA) login, you must enter a

four-digit Agent ID. The MQA lets you add up to five ACD DNs. the MQA

also lets you add a Supervisor ID, and up to five Priority values.

You can login using either of the following methods:

• Agent ID and MQA Login Option

• Default Login

Using MQA login options

To enter ACD queues, use an Agent ID login with one of the following four

MQA login options:

• No Supervisor ID, No Priority

• Supervisor ID, No Priority

• No Supervisor ID, with Priority

• Supervisor ID, with Priority

Note: If a supervisor logs in to accept ACD calls, then the system

prevents the supervisor from entering a Supervisor ID. This includes

logins in which agents are required to enter a Supervisor ID.