Agent features, Answering acd calls, Answering a call – Nortel Networks NN-10300-053 User Manual
Page 29: Terminating a call
Agent features
29
Agent features
The following sections describe features that are available to agents:
•
“Answering ACD calls” on page 29
•
•
“Using Activity Code” on page 30
•
•
•
“Answering or making non-ACD calls” on page 31
•
“Contacting your supervisor” on page 32
Answering ACD calls
Click
InCalls
to answer the next queued ACD call on the primary DN. You
can find the InCalls key in the lower right-hand corner of the
programmable line/feature keys (see Figure 7 on page 24).
Answering a call
The indicator next to the
InCalls
key flashes on incoming calls.
To answer a call:
•
Click
InCalls
.
•
On your PC keyboard, press
Enter
.
Note: The indicator remains lit while the call is active.
Terminating a call
To end a call, choose one of the following:
•
Click
(Goodbye/Release)
.
•
Click
InCalls
.
•
Click the individual
DN
line key. (This removes you from the queue.)