Agent features, Use activity code, Agent – Nortel Networks M3905 User Manual

Page 26: Features 18

Agent features

This section explains the features that are available to ACD agent positions.

Use Activity Code

This feature allows the ACD user to enter a code to record the type of activity the
agent is performing. On the Meridian 1 you use the Activity Code.
Note:

On the Meridian SL-100, use the Line of Business (LOB) Key and case

numbers to record the type of ACD call the agent is handling.

Both the Meridian 1 and the Meridian SL-100 track items such as the number of
specific types of calls and the holding times for these calls.

To capture the type of ACD call on the
Meridian SL-100:

1. While on an active ACD call, press the

LOB Key

Dial

the LOB code which reflects the

type of call you are handling. The
digits are shown on the display as you
enter them. If you make a mistake,
press the LOB Key again and re-enter
the correct digits.

Repeat steps one and two for other
applicable codes. You can enter up to three
LOB codes per call.

To capture the type of ACD call on the
Meridian 1:

1. Press the

Activity

Key.

Dial

the Activity Code that

corresponds to the present caller's
activity.

3. Press the

Activity

Key again. If doing

multiple tasks, you can enter different
activity codes.

LOB

Activity