Answer call center calls – Nortel Networks M3905 User Manual

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Agent features

Answer Call Center calls

The In-Calls Key is the lower right-hand key on the ACD terminal set. The In-Calls
Key is the main ACD extension (Primary DN). The In-Calls Key allows the ACD
agent to answer the next queued call on the primary DN. This key presents only
ACD calls. To disconnect from an ACD call, the agent presses the Goodbye Key or
the In-Calls Key a second time.
To make outgoing calls and to accept non-ACD calls, the ACD user can have one
or more non-ACD DNs (Individual DNs).

Note 1:

If you have ACD call forcing turned on, you hear an audible tone and the

call is automatically sent to your ACD (In-Calls) Key. You do not pickup the call, it
is sent to your line.

Note 2:

If you have the handset option and you pickup the handset, you must also

press a DN key, otherwise the handset is not operable. You can terminate a call by
replacing the handset in the cradle.

Your phone rings and the In-Calls

indicator flashes:

Press the

In-Calls

Key. The caller is

connected and the indicator lights
continuously.

To end an ACD call:

Press the

Goodbye

Key.

Press the

In-Calls

Key.

Replace the

Handset

to terminate a call.

Press an

Individual Line

Key (non-ACD).

This will remove you from the queue.

In - Calls

Goodbye

In - Calls

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