User Guide

Agent features
25
Agent features
The following sections describe features that are available to agents:
• “Answering ACD calls” on page 25
• “Using Call Forcing” on page 26
• “Using Return to Queue on No Answer” on page 27
• “Using Activity code” on page 27
• “Using Emergency” on page 28
• “Using Not Ready” on page 29
• “Placing or answering non-ACD calls” on page 29
• “Contacting your supervisor” on page 32
Answering ACD calls
Use the In-Calls key to answer the next queued ACD call on the primary
DN. The In-Calls key is located in the lower right area of the self-labeled
line/programmable feature keys.
To answer the call:
When the LCD next to the In-Calls key
flashes, press the In-Calls key.
Note: The LCD remains lit as long as
you are on the call.
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