User Guide

Agent features

To terminate the call:

Using Call Forcing

Use the Call Forcing feature to automatically connect an incoming ACD

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

each incoming call.

Note: You cannot use both Call Forcing and Return To Queue on

No Answer at the same time.

A short tone indicates a new incoming call. The In-Calls indicator lights

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

Pressing the In-Calls key while call forcing (Auto Answer) is active

disconnects an active ACD call.

Choose one of the following:

• Press the Goodbye key.

• Press the In-Calls 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.

CAUTION

If you are away from your phone and Call Forcing is

enabled, remember to log out or activate Not Ready.

Otherwise, callers continue to be connected to your

phone. Because you are not at your desk, callers hear

only the background noise in your work space, until they

hang up.

(Goodbye)

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