User Guide

Agent features
21
Agent features
The following sections describe features that are available to Agents:
• “Answering ACD calls” on page 21
• “Using Call Force” on page 22
• “Using Activity Code” on page 23
• “Using Emergency” on page 24
• “Using Not Ready” on page 24
• “Placing or answering non-ACD calls” on page 25
• “Contacting your supervisor” on page 27
• “Supervisor features” on page 30
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-hand of the
programmable line/feature keys.
To answer a 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.