Agent features, Incoming call notification – Nortel Networks i2050 User Manual
Page 38
Agent features
38
Agent features
The following sections describe features that are available to agents:
•
“Incoming Call Notification” on page 38
•
“Incoming Call Notification” on page 38
•
•
“Using Activity Code” on page 40
•
•
•
“Answering or making non-ACD calls” on page 43
•
“Contacting your supervisor” on page 43
Incoming Call Notification
A notification window appears above the system tray when incoming calls
are received. This window displays the ringing line (DN) and the incoming
caller’s name and number.
When this notification appears you can do one of the following:
— Click
Answer
to answer the call.
— Click
Open
to activate the IP Softphone 2050 Call Control
window and select a call handling feature, such as forwarding the
incoming call to another line or to voicemail.
— Click
Close
to close the notification window. This does not
disconnect the incoming call, it only removes the message from
your screen. You can also close the notification box by clicking
the close button in the top right corner.
When the call is disconnected, a “call disconnected” notification appears.
The incoming call notification window closes automatically when the call
is disconnected.