- Nortel IP Softphone Call Center User Guide

Agent and Supervisor features
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12. Dial ACD DN 5 #.
13. Dial Priority 5 ##.
Click InCalls or NotReady to enter the ACD queue.
Note: To choose the default Priority or Supervisor ID, enter #
instead of a Priority entry or a Supervisor ID entry (the Priority or
Supervisor ID for your set is used).
Using Default Login
If you normally use the same telephone for each shift, use the Default
Login once at the beginning of a shift. The Default Login uses your
previous shift’s login to place you in the same ACD queues and with the
same Supervisor.
To use the Default Login (with MQA enabled):
1. Click InCalls.
The Enter Agent ID message appears.
2. Use the keypad to enter your Agent ID.
3. For Supervisor ID Required, click the pound (#) key three times.
4. To join the ACD queue, click InCalls or NotReady.
Logging out an agent
You can log out of the system either completely or temporarily.
Logging out temporarily
Click NotReady. This removes you from the queue but keeps you logged
in as an agent position.
Logging out
To log out completely, click MakeSetBusy.
Note: If you click MakeSetBusy while on an ACD call, you are
logged out automatically when the call is finished.