3
Contents
About this Guide ...........................................................................................................................4
What is Automatic Call Distribution (ACD)?..................................................................................4
About Your Phone .....................................................................................................................5
Elements of Your Phone........................................................................................................................6
Ring/Message Indicator.........................................................................................................................7
About Feature Access Codes................................................................................................................7
For Users on Resilient 3300 ICP Systems ............................................................................................7
IP Phone and Line Interface Module .....................................................................................................7
Tips for Your Comfort and Safety ..............................................................................................8
Don't cradle the handset!.......................................................................................................................8
Protect your hearing ..............................................................................................................................8
Feature Access Codes ..............................................................................................................9
For Agents on Resilient 3300 ICP Systems...............................................................................9
Features Not Available ..............................................................................................................9
ACD Agent Features and Capabilities ........................................................................................10
What are Agent Groups?.........................................................................................................10
About ACD Agent Hot Desking................................................................................................10
ACD Express Agents...........................................................................................................................11
Logging In................................................................................................................................11
Displaying Agent Log-In Information........................................................................................13
Logging Out.............................................................................................................................13
Answering Calls.......................................................................................................................13
Using the Auto Answer Feature...............................................................................................14
Activating Auto Answer........................................................................................................................14
Deactivating Auto Answer....................................................................................................................14
Using a Headset......................................................................................................................14
Installing a Headset (no Feature Control Switch)................................................................................15
Handling Calls with a Headset (no Feature Control Switch): ..............................................................15
Installing a Headset with Feature Control Switch................................................................................16
Handling Calls with a Headset (with Feature Control Switch):............................................................16
Using and Canceling the Work Timer......................................................................................17
Taking a Break from Calls (Make Busy Feature).....................................................................18
Activating Make Busy ..........................................................................................................................18
Removing Make Busy..........................................................................................................................18
Queue Threshold Alert.........................................................................................................................19
Group Presence.......................................................................................................................19
Visual Indications.....................................................................................................................21
Audible Indications...................................................................................................................21
Displaying Queue Status.........................................................................................................22
Personal Directory...................................................................................................................23
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