Nortel Networks SL-100 - Manual (Page 33)

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Call Center agent/supervisor features
Call Center agent/supervisor features
This section describes features and procedures for both the Call Center agent and the
supervisor.
Agent Login
/
1. Press the Make Busy Key until the indi-
cator turns on.
/
2. Press the In-Calls Key.
3. Dial your four-digit agent ID. You are
automatically in the Not Ready state and
in the current ACD queue.
/
4. Press the Not Ready Key when you are
ready to accept ACD calls. The LED for
the Not Ready Key goes off.
Note: You must press the Headset Key the
first time you log in, if using a direct connect
headset.
Agent Login Enhancement
This feature provides two new options to ensure that only assigned agents are able to
log into an ACD group:
• Partitioning of agent login identification numbers between customer groups
• Agent login password option
Each time an agent enters an identification number, a check is made to determine if
the set being used is associated with the same customer group as the identification
number.
If this check is successful and the password option has been assigned, the agent
receives a special dial tone. The agent must enter a four-digit password (a number in
the range 0001 through 9999). When the password is accepted, the agent is logged
into the ACD group. If a checks is unsuccessful, a reorder tone is given.