User guide

Agent features
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Agent features
The following sections describe features that are available to agents:
• “Answering ACD calls” on page 22
• “Using Force Call” on page 23
• “Using Activity code” on page 24
• “Using Emergency” on page 24
• “Using Not Ready” on page 25
• “Placing or answering non-ACD calls” on page 26
• “Contacting your supervisor” on page 26
Answering ACD calls
Use the InCalls key to answer the next queued ACD call on the primary
DN. The InCalls key is located in the lower right area of the
programmable line/feature keys.
To answer the call:
When the LCD next to the InCalls key
flashes, press the InCalls key.
Note: The LCD remains lit as long as
you are on the call.
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