5
AGENT FEATURES
•
Lift the receiver (handset)
•
Press the [
FEAT
] button and dial
+
•
Dial the number of the extension where the call
is parked, or press the extension button (if as-
signed)
or
•
Lift the receiver (handset)
•
Press [
PARK PICK-UP
]
•
Dial the number of the extension where the call
is parked, or press the extension button (if as-
signed)
Save Dialed Number
While speaking on an outside line
•
Press the [
FEAT
] button and dial
+
or
•
Press the [
SAVE DIAL
] button (if assigned)
You will hear a confirmation tone that indicates the
phone number you just dialed has been saved.
To dial the saved number
•
Lift the receiver
•
Press the [
FEAT
] button and dial
+
or
•
Press the [
SAVE DIAL
] button (if assigned)
•
The saved number is automatically dialed
Last Number Redial
To automatically redial the last number you called
•
Lift the receiver
•
Press the [
SPEED
] button and dial
Call Queue Display
To display the number of calls in an ACD queue:
•
Press the [
QUEUEn
] key
The number of ACD calls in the queue will display.
Log-In
Allows an Agent to receive ACD Calls and begin the
ACD Day. The are two types of log-in methods:
Dual and Multigroup. When Dual Group Log-In is
used, you can log-in to either one or two groups.
When Multigroup Login is selected, you can log-in
any number of ACD groups.
To Log-in to an ACD Group Using the Dual
Group
•
Press the Speaker button [
SPKR
]
•
Press the Log button [
LOG
]
The Log button [
LOG
] flashes red. The display
reads “
Enter ID#
.”
•
Dial your Agent ID Code
[ ][ ][ ][ ]
The Log button [
LOG
] lamp is solid red.
Immediately after Log-in the phone is in the Not
Available mode.
6
To Log-in to Multiple ACD Groups
• Press the Speaker button [
SPKR
]
• Press the Log button [
LOG
]
The Log button [
LOG
] will flash red. The
display will read “
Enter ID#
.”
• Dial your Agent ID Code
[ ][ ][ ][ ]
• Enter the ACD Group you wish to log-in to
• Enter your ACD Agent Priority (numbers 1-3,
based on the priority you wish to take calls)
To Start Answering ACD Calls After Log-In
•
Press the Not Available button [
N/A
]
The Not Available button lamp LED turns off.
Agent Log-Out
Ends the ACD Day.
To Log-Out of an Individual ACD Group
•
Press the Feature button [
FEAT
]
•
Press the Log button [
LOG
]
The LOG button lamp is off.
To Log-Out of All ACD Groups
• Press the Feature button [
FEAT
]
• Press the Log button [
LOG
]
• Press
The LOG button lamp is off.
Not Available
Not Available temporarily removes an Agent from
ACD Call distribution. An agent is programmed for
either the Reserved or Immediate Method.
Reserved Method - Makes Agent Not Available
when the Call is terminated
During a conversation:
• Press the Not Available button [
N/A
]
The Not Available button [
N/A
] will flash red.
• Hang up to terminate the call and place the
station in Not Available mode.
Immediate Method - Terminates the Call and
Makes Agent Not Available
During a conversation:
•
Press the Not Available button [
N/A
] to
immediately terminate the conversation and place
the station in Not Available mode. The Not
Available button [
N/A
] will flash red.
To Make the Phone Available
• Press the red-flashing Not Available button [
N/A
]
The lamp will turn off.
