- Nortel IP Softphone Call Center User Guide

Agent features
31
Using Emergency
Use the Emergency feature to contact your supervisor immediately in an
emergency situation. The Emergency indicator remains lit as long as the
feature is active.
To use the Emergency feature, do the following:
1. During an active call, click Emergency.
When the supervisor picks up, a three-way call commences with you,
the supervisor, and the caller.
2. Click Emergency again to transfer the caller to the supervisor and
terminate your access to the call.
Using NotReady
Use the NotReady feature to take your telephone out of the call queue
while completing post-call work. The NotReady indicator remains lit as
long as the feature is active.
To temporarily log out of the system, click NotReady.
To return to the queue, click NotReady or InCalls.
Answering or making non-ACD calls
Use the non-ACD calls feature to receive and place calls using your
individual line. The indicator remains lit while the call is active.
Placing a call
1. Click your individual DN key.
2. Use the keypad to dial the telephone number.
Answering a call
When the indicator next to your individual DN key flashes, click DN. The
indicator remains lit as long as the call remains active.