Answering acd calls, Answering a call, Terminating a call – Nortel Networks i2050 User Manual
Page 39: Using force call, Answering a call terminating a call
Agent features
39
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 3 on page 32).
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.)
•
Click
NotReady
. (This removes you from the queue but keeps you
logged in as an agent position.)
•
Wait for the caller to terminate the call
.
•
On your PC keyboard, press
F12
.
Using Force Call
Use the Force Call feature to automatically connect an incoming
ACD call. Your system administrator sets the time interval for the period
between incoming calls.
Note: You cannot use both
Force Call
and
Return To Queue on No
Answer
at the same time.