User guide

Agent features

To terminate the call:

Using Force Call

Use the Force Call feature to automatically connect an incoming ACD

call. A time interval is configured by your system administrator between

each incoming call.

A short tone indicates a new incoming call. The InCall indicator lights

continuously, and the ACD call automatically goes to your agent position.

Pressing the InCalls key while call forcing (Auto Answer) is active

disconnects an active ACD call.

To enable call forcing for headset users:

Choose one of the following:

• Press the Goodbye key.

• Press the InCalls key.

• Press the individual DN line key (this

removes you from the queue).

• Press the Not Ready key (this removes

you from the queue but keeps you

logged in as an agent position) or wait

for the caller to terminate the call.

1. Log in.

2. Replace the handset.

3. Press the Services key. Configure the

On-hook default path to

Headset Enabled.

(Goodbye)

2260

2468

Not Ready

(Services)