User Guide

Agent features

To terminate a call:

Using Call Force

Use the Force Call feature to automatically connect an incoming ACD

call. A time interval is set by your system administrator between each

incoming call.

When calls come in, a short tone indicates the new 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 NotReady 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.

(Goodbye)