Call center agent features, Use activity code, Answer call center calls – Nortel Networks Meridian M3905 User Manual

Page 31: Call center agent features 31, Use activity code 31 answer call center calls 31

Call Center Agent features

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

Use Activity Code

This feature allows you to record the type of activity you are performing. On the
Meridian 1, use the

Activity

Key and activity codes.The Meridian 1 tracks items

such as the number of specific types of calls and the holding times for these calls.

To capture activities:

1. Press the

Activity

Key.

Dial

the Activity Code that

corresponds to the activity being
performed.

3. Press the

Activity

Key again.

If performing multiple tasks, repeat these
steps.

Answer Call Center calls

The In-Calls Key is the lower right-hand key on your M3905 Call Center
telephone. The In-Calls Key is your main ACD extension (Primary DN). The
In-Calls Key allows you to answer the next queued call on the primary DN. This
key presents only ACD calls. To disconnect from an ACD call, press the Goodbye
Key or press the In-Calls Key a second time.
To enable you to make outgoing calls and accept non-ACD calls, your network
administrator must configure one or more non-ACD DNs (Individual DNs) to your
M3905 telephone.
Note:

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.

Activity

In - Calls