Call center agent features, Use activity code, Answer call center calls – Avaya 1150E User Manual

Page 119

Call Center Agent features

119

Call Center Agent features

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

Use Activity Code

This feature allows you to record the type of activity you are performing.
On the Meridian 1, use the

Activity

Key and activity codes.The

Meridian 1 tracks items such as the number of specific types of calls and
the holding times for these calls.

To capture activities:

Repeat these steps if performing multiple tasks.

Answer Call Center calls

The

In-Calls

Key is the lower right key on your Avaya 1150E IP

Deskphone and is the main ACD extension (Primary DN). It allows you to
answer the next queued call on the primary DN. This key presents only
ACD calls. To disconnect from an ACD call, press the

Goodbye

Key or

press the

In-Calls

Key a second time.

To make outgoing calls and accept non-ACD calls, your network
administrator must configure one or more non-ACD DNs (Individual DNs)
to your Avaya 1150E IP Deskphone.

Press the

Activity

key.

Dial

the Activity Code that corresponds

to the activity being performed.

Press the

Activity

key again.