Agent features, Answer call center calls, Agent features 35 – Nortel Networks SL-100 User Manual

Page 35: Answer call center calls 35

Agent features

This section explains the features that are available to ACD agent positions.

Activity Code Fixed Key to activate Line-of-Business code

The Line-of-Business (LOB) code feature allows the ACD user to enter a three-digit
code to record the type of activity the agent is performing.

The code is sent to a customer-premises downstream processor through the MIS
interface. The ACD supervisor assigns the codes.

The Meridian SL-100 switch tracks items such as the number of specific types of
calls, and the holding times for these calls. Use the Activity Code Fixed Key or the
LOB Code Programmable Feature Key to activate the LOB code.

While on an active ACD call, press the

Activity

Key.

Dial the three-digit code which reflects
the type of call you are handling. The
digits are shown on the display as you
enter them. If you make a mistake, press
the

Activity

Key again and re-enter the

correct digits.

Repeat steps 1 and 2 if doing multiple
tasks. You can enter up to three activity
codes per call.

Answer Call Center Calls

The

In-Calls

Key is the lower right-hand key on the ACD terminal set. The

In-Calls

Key is the main ACD extension (Primary DN). The

In-Calls

Key allows the ACD

agent to answer the next queued call on the primary DN. This key presents only ACD
calls. To disconnect from an ACD call, the agent presses the

Goodbye

Key or the

In-Calls

Key a second time.

To make outgoing calls and to accept non-ACD calls, the ACD user can have one or
more non-ACD DNs (Individual DNs).

LOBCode