- Nortel IP Softphone User Guide

Table Of Contents

Agent features

The following sections describe features that are available to agents:

• “Incoming Call Notification” on page 38

• “Using Force Call” on page 39

• “Using Activity Code” on page 40

• “Using Emergency” on page 41

• “Using NotReady” on page 43

• “Answering or making non-ACD calls” on page 43

• “Contacting your supervisor” on page 43

Incoming Call Notification

A notification window appears above the system tray when incoming calls

are received. This window displays the ringing line (DN) and the incoming

caller’s name and number.

When this notification appears you can do one of the following:

— Click Answer to answer the call.

— Click Open to activate the IP Softphone 2050 Call Control

window and select a call handling feature, such as forwarding the

incoming call to another line or to voicemail.

— Click Close to close the notification window. This does not

disconnect the incoming call, it only removes the message from

your screen. You can also close the notification box by clicking

the close button in the top right corner.

When the call is disconnected, a “call disconnected” notification appears.

The incoming call notification window closes automatically when the call

is disconnected.