Nortel Networks SL-100 User Manual

Page 19

Your telephone’s controls

Emergency Key

Press the

Emergency

Key to join the

supervisor into a call when judged to be an
emergency situation. It can also be used to
add a recording device automatically.

The Emergency key is on the agent set.

Not Ready Key

Press the

Not Ready

Key to put the agent

position in a Not Ready state. The Not Ready
state takes the agent out of the ACD queue
without logging the agent out. The Not
Ready state allows the agent to perform and
record post call processing duties connected
to ACD calls. This key is common to both
agent and supervisor sets.

Make Busy Key

Press the

Make Busy

Key to log out of the

ACD queue and agent position. This key is
common to both agent and supervisor sets.

Activity Code Key

Press the

Activity Code

Key and enter the

appropriate line of business (LOB) code to
record the activity the agent is performing.

Answer Emergency Key

Press the

Answer Emergency

Key on the

Supervisor ACD telephone to answer agent
emergency calls.

Answer Agent Key

Press the

Answer Agent

Key on the

Supervisor ACD telephone to establish a
direct connection to the supervisor from an
agent position.