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Log On: (Start receiving calls)
Leave the receiver down
Scroll to the “Menu” tab, by pressing the right-
hand arrow
Press the soft key next to „Log On
‟
in the display
Enter Agent number
If prompted for a password, enter 4 digit
password 0000 – password not always asked for!
Headset mode - Press Apply / Cancel to choose
or cancel headset mode
Press the release key
Once logged on your screen will show [Agent
number/Available agent and the date and time]
It will also offer… Unavailable / Wrap up / Queue
Info / Supervision / Logoff / Private Info
Log off: (At the end of your shift)
Press the soft key next to „Log Off
‟
in the display
If prompted for a password, enter 4 digit
password 0000 – password not always asked for!
Press the release key
Led status:
Steady Red: At least 1 call queuing
Red flashing: At least 1 call queue is saturated
(Full)
Green Flashing: At least 1 voice / text message
Off: No calls queuing and no messages
Receive a call:
Press the Speaker key
if using a headset or
Lift receiver
The screen will show in conversation and offer
the following options:-
New call/ Help/ Queue Info/ Supervisor/ Record /
Put on hold / Forbid Camp On
Hold a call:
Whilst on a call
Press the down arrow
to scroll to the next
screen, and then press the key next to „Put on
Hold‟
in the display - the screen will show
Manual Hold. Or press soft key next to line key
and a musical note will appear
Retrieve a held call:
Press the „Retrieve Call
‟
key in the display or key
next to musical note
Enquiry call to another agent / supervisor/
extension:
Dial the required extension number or press the
programmed extn key (The caller will be placed
on hold as soon as you start dialing)
Retrieve an enquiry call:
Press the soft key next to „Enquiry Off
‟
in the
display (This will cut you off from the agent and
bring you back to the caller)
Transfer a call:
Dial the required extension or press programmed
extn key (The caller will be placed on hold as
soon as you start dialing) announce the caller
and press the „Transfer
‟
key in the display or
hang up
Retrieve a transfer call:
If there is no reply from the extension that you
are trying to transfer to, press the key next to
„Enquiry Off
‟
and you will return to the caller
End a call:
Replace the receiver or press the release key
if using a headset
Help:
During a conversation you may request help by
pressing your
„Help‟
key in the display. This will
enable the supervisor to listen or participate in a
call the you are having problems with
Record:
This will enable you to record the conversation into
a mailbox for training purposes. Press the
„Record‟
key in the display. The display will then offer you
Restart / Pause / Stop (This facility is only available
with record software licence)
Queue info:
This will display information on calls queuing for
example average and maximum waiting time and
number of calls queued
Supervisor: Whilst on a call;
Press the Down arrow
and select “Supervisor”
By pressing this key, the caller is placed on hold
whilst the agent is calling the supervisor to ask a
question.
Switch back & Forth the agent can go back and
forth between 2 calls by pressing the line they want
to speak to. The 2
nd
line will automatically go on
hold.
3 way Conference the agent can press their
Conference key in the display to join all 3 parties
together
End of conversation:
Transaction code: The system can be set to prompt
the agent to enter a code between 1 – 15 digits.
This can be related to the type of conversation the
agent has had. Statistics can then be accessed
relating to the transaction codes.