Multi-Line (up to three o one inside)
While speaking on an outside call:
Put the first call on Hold [HOLD/DND].
Access second outside line.
When the second outside line answers:
Press the Add button [ADD].
Press the first line that has been on hold.
All three parties are connected.
To add third outside line, repeat same procedure.
Trunk-to-Trunk (up to two outside parties)
When you are speaking with two outside parties in
a multi-line conference call:
Press the Hold button [HOLD/DND].
Hang up.
The two outside parties are connected.
AGENT FEATURES
Log-In
Allows an Agent to receive ACD Calls and begin the
ACD Day.
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 [ ][ ][ ].
The Log button [LOG] lamp is solid red.
Immediately after Log-in the phone is in the Not
Available mode.
To Start Answering ACD Calls
Press the Not Available button [N/A].
The Not Available button lamp LED turns off.
Log-Out
Ends the ACD day.
Press the Feature button [FEAT].
Press the Log button [LOG].
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.
Wrap-Up
Following an ACD call an Agent can be programmed
for Wrap-up. During Wrap-up ACD calls will not be
distributed to the station. Wrap-up can be
programmed to occur either Automatically or
Manually following the completion of an ACD call.
Automatic Method
After the completion of a call the agent is
automatically placed in Wrap-up mode. During Wrap-
up the Wrap-up button [WRAP] flashes red and the
display reads “Wrap-up.” The Automatic Wrap-up
duration is programmed in the ACD database.
To Extend the Automatic Wrap-up Duration
Five seconds before the end of Wrap-up a tone is
audible. To extend Wrap-up for the programmed
length of time:
Press the Wrap-up button [WRAP] after the tone.
Manual Method
During a conversation the agent must press the
Wrap-up button [WRAP] to end the conversation
and place the station in Wrap-up mode. During Wrap-
up the Wrap-up button [WRAP] flashes red and the
display reads “Wrap-up.”
To End Wrap-Up
Press red-flashing Wrap-up button [WRAP].
The lamp will turn off.
