- Nortel IP Softphone Call Center User Guide

Agent features
29
Agent features
The following sections describe features that are available to agents:
• “Answering ACD calls” on page 29
• “Using Force Call” on page 30
• “Using Activity Code” on page 30
• “Using Emergency” on page 31
• “Using NotReady” on page 31
• “Answering or making non-ACD calls” on page 31
• “Contacting your supervisor” on page 32
Answering ACD calls
Click InCalls to answer the next queued ACD call on the primary DN. You
can find the InCalls key in the lower right-hand corner of the
programmable line/feature keys (see Figure 7 on page 24).
Answering a call
The indicator next to the InCalls key flashes on incoming calls.
To answer a call:
• Click InCalls.
• On your PC keyboard, press Enter.
Note: The indicator remains lit while the call is active.
Terminating a call
To end a call, choose one of the following:
• Click (Goodbye/Release).
• Click InCalls
.
• Click the individual DN line key. (This removes you from the queue.)