Using call forcing – Nortel Networks NN43112-107 User Manual

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Agent features

To terminate the call:

Using Call Forcing

Use the

Call Forcing

feature to automatically connect an incoming ACD

call. A time interval is configured by your system administrator between
each incoming call.

Note: You cannot use both

Call Forcing

and

Return To Queue on

No Answer

at the same time.

A short tone indicates a new incoming call. The In-Calls indicator lights
continuously, and the ACD call automatically goes to your agent position.
Pressing the

In-Calls

key while call forcing (Auto Answer) is active

disconnects an active ACD call.

Choose one of the following:

•

Press the

Goodbye

key.

•

Press the

In-Calls

key.

•

Press the individual DN line key (this
removes you from the queue).

•

Press the

Not Ready

key (this removes

you from the queue but keeps you
logged in as an agent position) or wait
for the caller to terminate the call.

CAUTION
If you are away from your phone and Call Forcing is
enabled, remember to log out or activate Not Ready.
Otherwise, callers continue to be connected to your
phone. Because you are not at your desk, callers hear
only the background noise in your work space, until they
hang up.

(Goodbye)

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Not Ready